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The TravelUp Customer Service team are always available 24/7 to help you make a reservation or to assist with any other queries you may have. You can email your request to package@travelup.com (please allow up to 12 hours for a response) or call us on one of the telephone numbers shown below to discuss with an advisor.

CancellationProtectionTerms

CANCELLATION PROTECTION TERMS & CONDITIONS

  1. General Provisions
    1. Cancellation Protection is provided by TravelUp.com, travel Up Ltd, a limited liability company with its address at 1 Zodiac House, Calleva Park, Aldermaston, West Berkshire, RG7 8HN United Kingdom. ("TravelUp.com", "we", "our" or "us"). We are a global travel agency.
    2. To contact us, please email or telephone our customer service team (for our email address and helpline number, please see Customer Support). References to our Website are deemed to include derivatives, including but not limited to linked websites and applications, whether accessed by mobile phone, tablet or other device.
    3. For the purpose of these Terms and Conditions, "Cancellation Protection" shall refer to the service which allows Travelup.com users to obtain a full or partial refund (as advertised at the time of purchase, e.g. 100% or 80%) of any cancellation fees charged by the relevant airline if they cancel certain flight tickets after purchase. Users can purchase the Cancellation Protection after selecting certain flight tickets (the cost of the Cancellation Protection will be added to the cost of the flight ticket).
    4. By purchasing or using Cancellation Protection, it is accepted that you have agreed to comply with these Terms and Conditions, and you warrant that you have the right to enter into a legally binding contract (including being at least the required age to have capacity in your country). Please read these Terms and Conditions carefully (in particular the section on liability) Please ensure you print a copy for future reference. If there is anything within these Terms and Conditions that you do not understand, please contact us using the details in paragraph 2. If you do not agree to these Terms and Conditions, you must not purchase or use Cancellation Protection.
    5. When using our Website and purchasing travel products, our General Terms and Conditions will also apply - These can be seen here Terms and Conditions.
    6. We may amend these Terms and Conditions from time to time. We will note the date that amendments were last made at the top of these Terms and Conditions, and any amendments will take effect from the point they are posted. Every time you wish to purchase or use Cancellation Protection, please check these Terms and Conditions to ensure you understand the terms that apply at that time.
  2. Purchasing Cancellation Protection
    1. Cancellation Protection is only available when booking certain flight tickets on our Website or via our app. If Cancellation Protection is available for your selected flight tickets, we will inform you of this during the booking process. Cancellation Protection is not transferable to another booking.
    2. Cancellation Protection must be purchased for all passengers on a booking and for all flights (including flight segments) in said booking.
    3. Once purchased, your Cancellation Protection will be activated only after your flight ticket is issued.
    4. You confirm that all details provided when purchasing Cancellation Protection are accurate and complete and that any mistakes will be notified to us immediately. If we reasonably require any further details after Cancellation Protection has been purchased, you will provide these to us in a timely manner.
    5. Generally, Cancellation Protection is non-refundable once activated; however local refund laws in the country you are a resident of may apply. If you are a resident of the UK or the European Union, Cancellation Protection may be refundable for 14 days following the date of purchase due to local laws, unless any element of Cancellation Protection is used during this period - if activated, Cancellation Protection is non-refundable after this 14 day period. If you wish to cancel your Cancellation Protection and receive a refund, please contact us using the details in paragraph 2 to confirm your eligibility.
  3. Changes to Your Flight Booking
    1. If you make a voluntary change to your flight booking, your Cancellation Protection will no longer be valid and you will not receive a refund for the cost of your Cancellation Protection.
    2. If an involuntary change is made to your flight booking (for example by the airline), your Cancellation Protection will no longer be valid and you will receive a refund for the cost of your Cancellation Protection.
  4. Use of Cancellation Protection
    1. Cancellation Protection can only be used up to 24 hours before the departure of the first flight segment in the booking.
    2. Cancellation Protection can only be used when you cancel your flight ticket directly with TravelUp.com. If you cancel your flight directly with the airline, your Cancellation Protection will not be valid.
  5. When you use your Cancellation Protection:
    1. all flight tickets (including flight segments) in the booking will be cancelled;
    2. you must submit an individual Cancellation Protection application for each flight ticket in the booking;
    3. you will receive either a full refund or a partial refund (as advertised at the time of purchase, e.g. 100% or 80%) of any cancellation fees charged by the relevant airline back to the original payment method (including where a payment was made in whole or in part by any promo codes);
    4. you can choose to receive refunds in cash or a TravelUp Credit Voucher, unless the relevant airline provides any amount of the refund in the form of a voucher (or similar form of credit), in which case a voucher will be provided for that amount.
    5. add-on products that were purchased alongside the flight ticket, such as additional baggage allowance or insurance, will not be covered by the Cancellation Protection – the refund terms applicable to such products (which will have been provided to you at the time of booking) will apply; and
    6. the booking fee is non-refundable.
    7. there will be no impact on any flight tickets for any other passengers on the booking.
  6. When purchasing or using Cancellation Protection you shall not:
    1. commit fraud, money laundering, or other dishonest acts;
    2. breach any applicable local, national, or international law or regulation;
    3. impersonate any person, or misrepresent their identity or affiliation with any person;
    4. use an invalid bank card or account, or a bank card or account that you are not authorized to use;
    5. engage in any act that may spread computer viruses or may harm the service system or related materials; or
    6. refuse to cooperate with an investigation into any of the above.
  7. Liability
    1. To the extent permitted by law, we shall not be liable for any loss or damage incurred by you as a result of:
      1. incorrect details (such as name and email address) submitted by you when purchasing Cancellation Protection;
      2. any fees charged by your account provider for international payments or alternative exchange rates used by the account provider when paying in a different currency;
      3. false, inaccurate, outdated, or incomplete payment information provided by you;
      4. interruptions to, or limits on, your Internet and mobile phone services; and
      5. events outside of our control, including but not limited to:
        1. acts of god, flood, drought, earthquake, or other natural disaster;
        2. epidemic or pandemic;
        3. terrorist attack, commotion or riot, war, threat of or preparation for war, armed conflict, imposition of sanctions, embargo, or breaking off of diplomatic relations;
        4. nuclear, chemical or biological contamination or sonic boom;
        5. any law or any action taken by a government or public authority; and
        6. Internet, system, or device instability, computer viruses and hacker attacks.
  8. We do not profess that our Website, or any content on it, will always be available or be uninterrupted. We may suspend, withdraw, or restrict the availability of all or any part of our Website for business and operational reasons. We will try to give reasonable notice of any suspension or withdrawal.
  9. You are responsible for providing the necessary equipment (including but not limited to an appropriate device and mobile/Internet connection).
  10. Breach of These Terms and Conditions
    1. You are responsible for any losses suffered by us as a result of your purchase or use of Cancellation Protection that is not in accordance with these Terms and Conditions.
    2. Failure to comply with these Terms and Conditions may result in our taking all or any of the following actions:
      1. suspension or termination of Cancellation Protection, your right to use our Website, a booking made on our Website and/or our services;
      2. issue of a warning to you;
      3. legal proceedings against you for reimbursement of all costs on an indemnity basis (including, but not limited to, reasonable administrative and legal costs) resulting from the breach;
      4. further legal action against you;
      5. disclosure of such information to law enforcement authorities as we reasonably feel is necessary or as required by law.
  11. Personal Data
    1. We will only use your personal information as set out in our Privacy Statement which can be viewed here Privacy Policy.
  12. General
    1. If you have any questions or complaints about Cancellation Protection, please contact us using the details in paragraph 2 of these Terms and Conditions.
    2. These Terms and Conditions and any dispute or claim (including non-contractual disputes or claims) arising out of them, their subject matter or formation shall be governed by and construed in accordance with the law of the United Kingdom, although this shall not deprive you of any mandatory consumer rights of the law of the country in which you are resident in.
    3. You and we both agree that that the courts of the United Kingdom will have jurisdiction over any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with these Terms and Conditions or their subject matter or formation, although this shall not deprive you of any mandatory right to choose instead to resolve any such dispute or claim in the courts of the country in which you are resident.
    4. Where the original English version of these terms has been translated into other languages, the English version shall prevail in the event of any inconsistences between the versions.
    5. These terms are between you and us. No other person shall have any rights to enforce any of these terms.
    6. If any court or relevant authority finds that part of these terms are illegal, the rest will continue in full force and effect.
    7. Even if we delay enforcing these terms, we may still take steps against you at a later date.
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Many of the flights and flight-inclusive holidays on this website are financially protected by the ATOL scheme. But ATOL protection does not apply to all holiday and travel services listed on this website. Please ask us to confirm what protection may apply to your booking. If you do not receive an ATOL Certificate then the booking will not be ATOL protected. If you do receive an ATOL Certificate but all the parts of your trip are not listed on it, those parts will not be ATOL protected. If you have booked a flight only where the ticket is not issued immediately, your flight will be protected under our ATOL. Please see our booking conditions for information, or for more information about financial protection and the ATOL Certificate go to www.atol.org.uk/ATOLCertificate