Terms and conditions
Last updated November 29/09/2024
Welcome to Holiwise! These Terms and Conditions (hereinafter referred to as "Terms") govern the use of our website and services. By accessing or using the Holiwise platform (the "Site") to book hotel accommodations, you agree to be bound by these Terms. If you do not agree with these Terms, please do not use our services.
1. About Us
Holiwise Ltd. ("Holiwise", "we", "us", or "our") operates an online platform that allows users to search for, book, and manage hotel accommodations from suppliers around the world.
2. Scope of Services
Holiwise provides an online platform where you can view, compare, and book hotel rooms ("Services"). The contract you enter into for any bookings is between you and the hotel provider. Holiwise acts as an intermediary, facilitating your hotel bookings and providing information about available accommodations.
3. Your Use of the Site
You agree to:
- Use the Site for personal, non-commercial purposes only.
- Provide accurate and up-to-date information when making a booking.
- Not engage in any activity that could compromise the security of the Site, or interfere with the Services.
By using the Site, you confirm that you are at least 18 years old and have the legal authority to enter into binding contracts. You agree to take full responsibility for all activities on your account.
4. Booking Process
When you make a booking via Holiwise, you enter into a direct contract with the hotel or accommodation provider. Holiwise acts as an intermediary between you and the accommodation provider and transmits the booking details to the hotel.
4.1 Booking Confirmation
Upon completing a booking, you will receive a booking confirmation email containing your reservation details. It is your responsibility to verify the accuracy of this information and notify us immediately if any errors are detected.
4.2 Special Requests
Any special requests (such as room preferences, accessibility needs, etc.) will be passed on to the hotel, but Holiwise cannot guarantee that these will be accommodated by the hotel.
5. Prices and Payments
The prices for hotel rooms displayed on Holiwise are set by the hotel providers and are subject to change. All payments are processed securely through our payment partners.
5.1 Currency and Taxes
- Prices are displayed in various currencies depending on your location, and the final price will include all applicable taxes and fees (unless otherwise stated).
- Some regions may charge additional tourism or local taxespayable directly at the hotel.
5.2 Payment Methods
We accept multiple payment methods including credit cards, debit cards, and other local payment solutions. Full payment is typically required at the time of booking unless specified otherwise.
5.3 Payment Security
Holiwise uses PCI-compliant payment processors to ensure your payment information is secure. We do not store your full payment card details.
6. Cancellation, Modifications, and Refunds
The cancellation and modification policies for each hotel are determined by the hotel provider. These policies will be provided during the booking process and in your confirmation email.
6.1 Cancellations
- Non-Refundable: Some hotel rooms are offered at non-refundable rates. If you choose one of these rates, no refunds will be provided in the event of a cancellation.
- Free Cancellation: If your booking allows for free cancellation, you must cancel your booking by the specified deadline to avoid charges.
6.2 Modifications
Changes to your booking (e.g., date or room type) are subject to the hotel's availability and modification policies. Additional charges may apply.
6.3 Refunds
If you are eligible for a refund, it will be processed according to the original method of payment. Refunds may take several business days depending on your payment provider and bank.
6.4 Malicious or Abusive Cancellations
Holiwise reserves the right to review and take action if a pattern of cancellations is identified that appears to be malicious, abusive, or intended to exploit our payment systems. This includes, but is not limited to, repetitive cancellations made with no intention of completing a stay, or any actions designed to manipulate pricing or availability.
In such cases, Holiwise may deduct reasonable costs incurred, including payment processing fees, foreign exchange (FX) fees, and administrative costs. These deductions will not exceed the actual costs incurred by Holiwise. You will be notified prior to any deductions, and you will have 7 days to provide a response or dispute the categorization of the cancellation.
If a refund is granted, Holiwise reserves the right to return the payment minus any FX and processing fees incurred as a result of the booking and subsequent cancellation.
Should you disagree with the decision, you have the right to appeal in accordance with the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015. Appeals must be submitted in writing within 14 days of the notification of the deduction.
Any actions taken under this clause will be in compliance with applicable UK consumer protection laws, ensuring fairness and transparency. Please refer to Section 12 for further details on governing law and dispute resolution.
7. Responsibilities of the Hotel Provider
The hotel is responsible for ensuring that the accommodation services comply with local laws and that the facilities match the description provided on the Site. Holiwise does not guarantee the quality or suitability of the hotel facilities.
8. Liability and Disclaimers
Holiwise acts solely as an intermediary and does not assume liability for:
- Any errors or omissions in hotel descriptions, pricing, or availability.
- Any loss, injury, or damages that occur during your stay at the hotel.
Holiwise makes no warranties regarding the accuracy or completeness of information on the Site, nor does it guarantee that the Site will be free of technical errors, viruses, or disruptions.
Force Majeure: Holiwise is not liable for delays, cancellations, or disruptions due to events beyond our control, including natural disasters, strikes, or government regulations.
9. Fraud Prevention
We take fraud prevention seriously. Holiwise reserves the right to cancel any booking that appears to be fraudulent or violates our terms of use. Any suspicious activity may result in account suspension or legal action.
10. Privacy
Your use of the Site is governed by our Privacy Policy, which outlines how we collect, store, and protect your personal information.
11. Intellectual Property
All content on the Holiwise Site, including text, images, logos, and software, is owned or licensed by Holiwise. You are not permitted to use or distribute any content from the Site for commercial purposes without our prior written consent.
12. Governing Law and Dispute Resolution
These Terms, including any disputes or claims arising from their enforcement or interpretation, are governed by the laws of the United Kingdom, including the Consumer Rights Act 2015and Unfair Terms in Consumer Contracts Regulations 1999. Should any part of these Terms be found to be unenforceable, the remaining provisions will remain in full force and effect.
13. Changes to Terms
Holiwise reserves the right to modify these Terms at any time. If we make any material changes, we will notify you by email or through a prominent notice on the Site. Your continued use of the Site following such changes constitutes your acceptance of the updated Terms.
14. Contact Us
If you have any questions about these Terms or your bookings, please contact us at:
Holiwise Ltd249 Cranbrook Road, Ilford, IG1 4TG, United KingdomEmail: [email protected]Phone: +447759676374