WHO WE ARE
We are TUI UK Retail Limited (we/us/our). We’re part of the TUI Group. Our registered office is at Wigmore House, Wigmore Lane, Luton, LU2 9TN and we’re registered in England and Wales (company number 01456086).
We act as agent for Sundeals, a trading name of TUI Deutschland GmbH, when we help you book. TUI Deutschland GmbH is responsible for providing your holiday and is registered in Hanover (HRB 62522) - Its registered office is Karl‑Wiechert‑Allee 23, 30625 Hanover (“Sundeals”).
Your holiday is booked with Sundeals, so your contract for your package holiday is with them (not us). Their Package Holiday Terms and Conditions apply to your booking.
We’ll share Sundeals’ terms and conditions with you before you book and again with your booking confirmation. When you confirm your booking, you’re agreeing that Sundeals’ Package Holiday Terms and Conditions and these Agency Terms and Conditions apply to you.
The holidays you see here aren’t an offer from us to sell you travel services. Instead, they’re an invitation for you to make an offer to Sundeals. We can accept that offer for them, as their agent, or we may have to decline it.
These Agency Terms and Conditions are governed by English law, and the jurisdiction of the English Courts. If you live in Scotland or Northern Ireland, you can choose to use the law and courts there instead.
ATOL PROTECTION
UK package travel rules (the Package Travel and Linked Travel Arrangements Regulations 2018) require TUI Deutschland GmbH to protect the money you pay for a Sundeals package holiday and to make sure you can get back home if they become insolvent.
TUI Deutschland GmbH holds an ATOL (number 12950), managed by the Civil Aviation Authority, to financially protect all flight-inclusive package holidays that it sells.
All flights and flight-inclusive holidays on this website are protected by the ATOL scheme. When you pay, you will receive an ATOL Certificate. Please ask for it and check that it lists everything you booked (flights, hotels and other services). For more information, please see the booking conditions, or contact the Civil Aviation Authority at www.caa.co.uk.
YOUR TRAVEL BOOKING
For every booking, we’ll communicate with you (the Lead Passenger) only (who must be 18+). You are responsible for the whole booking, including any changes, cancellations and refunds. Please check your paperwork as soon as you get it and make sure all names match the passports exactly.
When you book, we’ll share Sundeals' booking confirmation with you.
Because we’re only acting as Sundeals’ agent, we can’t take responsibility for anything they do (or don’t do), or for the holiday services they provide.
ASSISTANCE AND SPECIAL REQUESTS
Please tell us before you book if you have any additional needs or accessibility requirements so we can provide appropriate information and ensure these are passed to the relevant supplier. If anything changes after you have booked, please inform us as soon as possible and, where practicable, at least 15 days before your departure date. This allows sufficient time for us to notify our suppliers so that arrangements can be considered.
Requests made after these timeframes will still be passed on, but we cannot guarantee that all requirements can be accommodated.
Requests must be made by contacting us at accessibilitysupportuk@sundeals.com.
THE PRICE YOU PAY
When you book, you’ll need to pay either a deposit or the full amount (depending on Sundeals’ Package Holiday Terms and Conditions). If you only pay a deposit, the rest must be paid by the balance due date set by Sundeals. If payment isn’t received by then, we’ll let Sundeals know and they may cancel your booking and apply their cancellation charges.
Prices can change, so we’ll always confirm the latest price with you before we take payment.
All payments collected by us are received and held by us on behalf of Sundeals.
IF SUNDEALS CANCEL OR CHANGE YOUR BOOKING
Your booking is with Sundeals, and their contract terms may allow them to make changes (including to the price) or to cancel your booking. If they let us know about a cancellation or major change, we’ll tell you as soon as we can – but we can’t take responsibility for their decision or any related costs.
PASSPORTS, VISAS AND HEALTH
It’s up to you to make sure you have the right passport, visas and other entry documents for your trip. If you don’t meet these requirements and you’re unable to travel, neither we nor Sundeals can be responsible.
British citizens need a valid full 10-year British passport to travel outside the British Isles, and some destinations require at least six months’ validity remaining. British citizens may need visas to enter non-EU countries and for stays of over 3 months in certain EU countries.
Rules can change, so please check with the relevant embassy, high commission or consulate before you travel.
If you already have an EHIC, you can use it until it expires. After that (or if you don’t have one), you can apply for a free UK GHIC, which may help with state healthcare costs when you’re temporarily visiting an EU country. Please note: EHIC/GHIC isn’t the same as travel insurance and won’t cover things like repatriation, so we still recommend full travel insurance. Details and applications are available via the NHS website.
ADVANCED PASSENGER INFORMATION REQUIREMENTS
Airlines have to share certain passenger details with border authorities before you fly, including information from your passport. Some destinations (like the US, Caribbean, Cuba or Mexico) may need extra information. If you’re travelling to the US, you’ll also need to apply for an ESTA online at least 72 hours before you leave.
AMENDING AND CANCELLING YOUR BOOKING
If you need to cancel or make changes, please get in touch with us first. We’ll contact Sundeals for you and do our best to help, but we can’t promise every change will be possible. Changes and cancellations usually come with admin and/or cancellation charges, which can be up to the full cost of your booking. If you received any discounts when you booked, these may be removed or recalculated, and the full deposit or cancellation charges will then apply under Sundeals Package Holiday Terms and Conditions. If you booked using a low deposit offer, you’ll still need to pay the full deposit amount shown in your payment details by the due date (or straight away if you cancel). Please make sure all payments are made on time – if the full deposit isn’t paid by the due date, your booking may be cancelled.
HOLIDAY COMPLAINTS
If something goes wrong with the holiday services provided by Sundeals, you’ll need to raise your complaint with them directly, because they’re responsible for providing your holiday. We can still try to support you where we can, but we can’t accept liability for how Sundeals performs under your contract with them.
TRAVEL INSURANCE
Sundeals require you to have travel insurance to book. We also strongly recommend choosing a policy that covers things like cancellations, medical help and repatriation, and loss of baggage or money.
PRIVACY
We’ll keep and use the information you give us in line with our Privacy Notice. We use your personal data to manage your booking/account and to provide any products or services you’ve bought from us. If you give us someone else’s details, please make sure you’re allowed to share them and that they’re aware of how we may use their information.
ABTA MEMBERSHIP
TUI UK Retail Limited is an ABTA member (No. L4750). Sundeals is not an ABTA member, which means bookings made via Sundeals aren’t covered by ABTA’s financial protection scheme (but don’t worry, TUI Deutschland GmbH financially protects your package booking under their ATOL instead – see “ATOL Protection” above for more information).
If you have a complaint about us, you can choose to use ABTA’s ADR scheme. But if your complaint is about the package holiday itself, ABTA ADR won’t apply – you’ll need to follow the “Holiday Complaints” process above and raise it with Sundeals.
Last updated: June 2026