Terms & Conditions

Medlife Holidays is a trading name of Gouvon Ltd, a company registered in the United Kingdom.

Company details:

Medlife Holidays provides access to accommodation, package holidays and other travel-related services through our network of travel suppliers and partners.

Depending on the arrangements selected, we may act as:

1. 1.A booking agent or retailer for a third-party travel supplier or package organiser.
2. 2.An organiser of a package holiday, where expressly identified as such in your booking documentation.
3. 3.An accommodation booking agent for hotel-only reservations.
4. 4.An intermediary arranging individual travel services on behalf of third-party providers.

The capacity in which we act, and the identity of the company responsible for providing your travel arrangements, will be identified during the booking process and in your booking confirmation.

Nothing in these terms excludes or limits your statutory rights.

When making a booking with Medlife Holidays, you must ensure that all information supplied is complete and accurate.

The lead passenger must be at least 18 years old and must have the authority to make the booking on behalf of all passengers included in the reservation.

The lead passenger is responsible for:

• •Providing accurate passenger names as shown on passports.
• •Checking travel dates, destinations and accommodation details.
• •Ensuring all passengers understand the applicable booking conditions.
• •Making payments by the required deadlines.
• •Communicating important booking information to other travellers.
• •Informing us of any special requirements or assistance needs.

Submitting a booking request does not automatically guarantee availability or confirmation.

A booking becomes confirmed when the relevant supplier or organiser has accepted it and a booking confirmation has been issued.

Please check your confirmation immediately and notify us of any errors without delay.

All prices displayed on our website are subject to availability and confirmation at the time of booking.

Prices may change due to factors including supplier availability, exchange rates, seasonal demand and changes to applicable taxes or charges.

We make reasonable efforts to ensure that all prices and descriptions are accurate.

However, occasional errors may occur.

Where a genuine pricing or availability error is identified before a booking has been confirmed, we reserve the right to correct the information and offer you the opportunity to proceed at the correct price or withdraw your booking request.

Once a booking has been confirmed, price changes will only be permitted where allowed by the applicable contract and relevant legislation.

For package holidays organised by us, any price adjustment must comply with the Package Travel and Linked Travel Arrangements Regulations 2018, including the applicable requirements relating to permitted cost changes, notice periods and your right to a corresponding price reduction.

Payment requirements depend on the type of holiday or travel service booked.

Some bookings require full payment immediately, while others may be secured with a deposit followed by a balance payment.

The applicable deposit, balance amount and payment deadlines will be confirmed before you complete your booking.

Unless otherwise agreed in writing:

• •Deposits are payable when the booking is made.
• •Outstanding balances must be paid by the date stated in your booking confirmation.
• •Some promotional, discounted or non-refundable rates require full payment at booking.
• •Failure to pay the balance by the required deadline may result in cancellation, subject to applicable contractual terms and statutory rights.

Where cancellation occurs because of non-payment, applicable cancellation charges may be deducted from amounts already paid.

Payments must be made using the payment methods authorised by Medlife Holidays.

Please do not send payments to personal bank accounts or unauthorised third parties.

Medlife Holidays is a member of Protected Trust Services (PTS).

Eligible customer payments are protected through the financial protection arrangements applicable to the booking, including the relevant PTS trust account arrangements.

The precise protection provided depends on the type of booking, the responsible travel organiser and the applicable financial protection arrangements.

Where you book a flight-inclusive package holiday organised by an ATOL-protected supplier, the relevant ATOL details and protection documentation will be provided in accordance with applicable requirements.

Not every travel service or booking automatically receives ATOL protection.

Your booking documentation will identify the applicable financial protection arrangements.

For further information about Protected Trust Services, please visit:

Where your booking constitutes a package holiday under the Package Travel and Linked Travel Arrangements Regulations 2018, you are entitled to the rights and protections provided by those regulations.

The responsible package organiser will be identified in your booking documentation.

Where Medlife Holidays acts solely as a retailer for another package organiser, that organiser is responsible for the proper performance of the package, subject to any legal responsibilities that apply to us.

Where Medlife Holidays is the package organiser, we accept the responsibilities imposed on organisers under applicable package travel legislation.

These rights may include:

• •Receiving essential information before booking.
• •Appropriate insolvency protection.
• •Assistance if you experience difficulties during your holiday.
• •Remedies where contracted travel services are not properly performed.
• •Rights relating to significant changes or cancellations.
• •The ability to transfer a package booking to another traveller, subject to applicable conditions and costs.

The relevant package organiser's booking conditions will also apply, provided they do not conflict with your statutory rights.

Hotel-only bookings are generally governed by the accommodation provider's terms and conditions, together with any applicable terms of Medlife Holidays.

These may include specific requirements relating to:

• •Check-in and check-out times.
• •Minimum guest ages.
• •Security deposits.
• •Local tourist or accommodation taxes.
• •Cancellation and amendment policies.
• •Occupancy restrictions.
• •Resort facilities and seasonal availability.

Hotel classifications and star ratings may vary between countries and do not necessarily correspond to UK standards.

Photographs, descriptions and facilities are provided to assist your booking decision. Some facilities may be unavailable at certain times due to maintenance, weather conditions or seasonal operations.

Where an advertised facility forms a material part of your booking, your statutory and contractual rights remain unaffected.

If you wish to cancel your booking, you must notify Medlife Holidays as soon as possible using the contact details provided in your booking confirmation.

Cancellation charges depend on the booking type, the applicable supplier conditions and the date of cancellation.

Certain bookings, including non-refundable accommodation rates and some flight tickets, may incur cancellation charges of up to 100% of the booking price.

For package holidays organised by Medlife Holidays, cancellation charges must be appropriate and justifiable in accordance with applicable package travel legislation.

Where required by law, we will provide an explanation of how the cancellation charge has been calculated.

You may also have the right to cancel a package holiday without paying a termination fee where unavoidable and extraordinary circumstances occur at or near your destination and significantly affect the performance of the package or the carriage of passengers to the destination.

Any statutory refund rights will remain unaffected.

We strongly recommend purchasing suitable travel insurance when booking.

If you need to change your travel dates, passenger details, accommodation or other arrangements, please contact us as soon as possible.

We will make reasonable efforts to assist, but changes are subject to supplier availability and applicable conditions.

Amendment fees may apply, including:

• •Supplier amendment charges.
• •Fare or accommodation price differences.
• •Reasonable administration charges disclosed to you.

Some bookings cannot be amended after confirmation.

For qualifying package holidays, your statutory right to transfer the booking to another traveller will apply, subject to the legal requirements and any reasonable, evidenced costs.

Occasionally, travel arrangements may need to be changed or cancelled due to operational requirements, supplier decisions or circumstances outside our control.

Where this happens, we will inform you as soon as reasonably possible after becoming aware of the change.

Your options will depend on the type of booking, the nature of the change and the identity of the responsible organiser or supplier.

For package holidays organised by Medlife Holidays, where a significant change is made to an essential element of your booking before departure, you will be offered the rights and options required by applicable package travel legislation.

These may include accepting the change, accepting an alternative package where offered or cancelling without a termination fee and receiving a refund.

Where a package is cancelled by the organiser, statutory refund and compensation rights will apply where appropriate.

Refund eligibility depends on the booking type, the reason for cancellation and your applicable contractual and statutory rights.

Where a refund is legally due for a package holiday, it will be processed within the statutory deadline, generally no later than 14 days after termination of the package contract.

For other travel services, refunds will be handled in accordance with applicable law and the relevant supplier conditions.

Refunds will normally be made to the original payment method, subject to payment security requirements.

Any deductions will be limited to charges permitted under the applicable contract and law.

You are responsible for ensuring that you and all members of your party hold valid travel documentation.

This includes:

• •Valid passports.
• •Any required visas or travel authorisations.
• •Relevant entry and transit documentation.
• •Any legally required health documentation.
• •Documentation required for children travelling with one parent or another adult.

Passport validity and entry requirements vary by destination and nationality.

We recommend checking the latest official travel advice before booking and again before departure.

UK travellers can find destination-specific information at:

Where required by package travel legislation, we will provide the relevant general passport, visa and health information before you enter into the contract.

We cannot accept responsibility for losses arising from your failure to obtain the required documents, except where caused by our breach of legal obligations or negligence.

We strongly recommend that all travellers obtain comprehensive travel insurance from the time of booking.

Your policy should be suitable for your personal circumstances and planned activities and should include appropriate cover for:

• •Emergency medical treatment.
• •Repatriation.
• •Trip cancellation and curtailment.
• •Lost or damaged baggage.
• •Travel disruption.
• •Pre-existing medical conditions, where applicable.
• •Sports or specialist activities, where relevant.

It is your responsibility to ensure that your chosen insurance policy provides appropriate cover.

We want travel to be accessible to as many people as possible.

If you or anyone in your party has reduced mobility, a disability, medical requirements or other needs that may affect your holiday, please inform us before booking.

We will make reasonable efforts to communicate relevant requirements to the appropriate suppliers and help you establish whether the arrangements are suitable.

Requests for accessible rooms, adapted transport, specialist equipment or other facilities are subject to confirmation by the relevant provider.

Please do not assume that a special request has been guaranteed unless it is expressly confirmed.

Nothing in these terms limits any rights under applicable equality or consumer protection legislation.

Where flights are included in your booking, the operating airline's conditions of carriage will apply.

These may cover baggage allowances, check-in requirements, seating, schedule changes and restrictions on certain items.

Flight times and schedules may be subject to change.

You should check the latest departure information and comply with airline check-in deadlines.

Where applicable, passenger rights under UK or other relevant aviation legislation remain unaffected.

Any flight disruption claim will be handled according to the relevant legal responsibilities of the airline, package organiser and other parties.

Accommodation descriptions are based on information provided by suppliers, accommodation providers and other sources considered appropriate at the time of publication.

We take reasonable care when presenting accommodation information.

However, facilities and services may change.

Check-in times, room allocation, local taxes and hotel policies are generally determined by the accommodation provider.

Some destinations impose local accommodation, tourism or environmental taxes payable directly at the property.

Any known mandatory charges will be disclosed as required by law before booking.

All travellers are expected to behave responsibly and comply with applicable laws and reasonable supplier policies.

Threatening, abusive, dangerous or seriously disruptive behaviour may result in action by the relevant service provider, including refusal of service or removal from accommodation or transport where lawful.

You may be responsible for damage caused intentionally or negligently by you or members of your party.

Any action taken will be subject to applicable contractual and statutory rights.

If you experience a problem during your holiday, please report it promptly.

Where possible, notify the relevant hotel, airline, local representative or service provider immediately so that they have an opportunity to resolve the issue.

You should also contact Medlife Holidays or the responsible package organiser using the contact information supplied with your booking.

For package holidays, the organiser has legal obligations to address failures in the performance of contracted services, provide appropriate remedies and offer assistance where required.

Reporting a problem promptly can help us investigate and resolve it during your stay.

If the matter remains unresolved, please submit a written complaint with your booking reference and supporting details.

We will review complaints fairly and respond within a reasonable period.

Your statutory rights are not affected by any complaint-handling procedure.

Travel arrangements can be affected by unavoidable and extraordinary circumstances, including severe weather, natural disasters, serious security incidents, public health emergencies or significant transport disruption.

The rights and responsibilities of all parties will depend on the nature of the event, the type of booking and applicable legislation.

For package holidays, statutory rights relating to cancellation, refunds, alternative arrangements, assistance and accommodation will apply where relevant.

Nothing in this section removes or restricts those rights.

Our responsibilities depend on whether Medlife Holidays acts as the organiser, retailer, booking agent or supplier of the relevant travel services.

Where Medlife Holidays is the organiser of a package holiday, we accept responsibility for the proper performance of the services included in the package, as required by law.

Where we act as an agent for an identified third-party supplier, the supplier is generally responsible for providing its contracted services, although we remain responsible for our own legal obligations.

We do not seek to exclude or restrict liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation or any other liability that cannot lawfully be excluded.

Any limitations of liability will apply only where permitted by law.

We aim to keep the Medlife Holidays website accurate, secure and available.

However, we cannot guarantee uninterrupted access at all times.

Website content, pricing and availability may be updated without prior notice before a booking is confirmed.

You must not misuse the website, attempt unauthorised access or interfere with its operation.

All website content, branding, images and written materials owned by Medlife Holidays are protected by applicable intellectual property laws.

Third-party content remains the property of its respective owners.

We take the protection of your personal information seriously.

Personal data collected during the booking process will be processed in accordance with our Privacy Policy and applicable data protection legislation, including the UK GDPR and Data Protection Act 2018.

Information may need to be shared with relevant travel suppliers, accommodation providers, airlines, payment processors and other service providers to fulfil your booking.

For full details about how we collect, use, store and protect your personal data, please refer to our Privacy Policy.

Bookings may be arranged through authorised independent travel agents operating within the Medlife Holidays network.

The legal identity and role of the contracting travel company or package organiser will be confirmed in the relevant booking documentation.

Independent agents must provide accurate booking information and comply with the procedures and authorisations applicable to the Medlife Holidays network.

These customer Terms & Conditions do not replace any separate commercial agreement between Medlife Holidays and its independent travel agents.

We may update these Terms & Conditions from time to time to reflect changes in our services, business operations or applicable law.

The terms applicable to your booking will generally be those provided or accepted when your booking contract was formed, together with any validly agreed amendments.

Updated website terms will not retrospectively remove contractual or statutory rights relating to an existing booking.

These Terms & Conditions are governed by the laws of England and Wales, subject to any mandatory consumer protections and jurisdictional rights that apply to you.

Nothing in these terms prevents you from exercising rights available under applicable consumer protection legislation.

If you have questions about these Terms & Conditions, your booking or our services, please contact us.

We are here to help make your holiday booking experience as straightforward as possible.

Thank you for choosing Medlife Holidays.

We look forward to helping you discover somewhere wonderful.