Sundeals Package Holiday Terms and Conditions

We are Sundeals, a trading name of TUI Deutschland GmbH, Commercial register: Hanover HRB 62522, our Registered Office address is Karl-Wiechert-Allee 23, 30625 Hanover (“Sundeals” “we”, “our” and “us”). We are part of TUI Group. Our Agreement sets out what we can expect from each other when you buy a holiday from us.

1. Booking Your Holiday

When you book your holiday, you’re saying yes to everything in Our Agreement for everyone travelling with you. We’ll only chat with you, the lead name making the booking, and you’ll need to be over 18. If anyone in your group is under 18 during the holiday, they’ll need to be accompanied by an adult.

When we say “you” or “your”, we mean you as the lead name, or everyone included on the holiday, depending on what we’re talking about. Our Agreement includes some important international rules (like the Warsaw, Montreal, Strasbourg and Athens conventions), and you agree that the Conditions of Carriage for your chosen airline will apply to your journey. If you want to see these conditions, just ask. Together, Our Agreement and your booking confirmation form the entire agreement between us for your holiday. Our Agreement is governed by English law and the jurisdiction of the English Courts. But if you live in Scotland, or Northern Ireland, you can choose the laws and courts there instead.

2. Providing Information

If you are not self-reliant or have additional or accessibility requirements you must tell us or your travel agent before you book and if this changes you must tell us or your travel agent at least 48 hours before your holiday. 
Please ensure that all information you provide to us is accurate and complete. We’ll look after your personal info the way we explain in our Privacy Notice. If we share any important details with you, please let everyone in your group know, too. You need to follow all the rules for passports, visas, and other travel documents. And be sure your passport and papers are in good shape – if they’re damaged, you might not be allowed to travel. We can’t help or be responsible if you don’t follow these steps. Please tell us, or your travel agent, 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. Also, everyone in your group – including kids and babies – need to have good travel insurance before you go. This should cover the cost of help, including getting you home, if you’re involved in an accident, become seriously ill or pass away.

3. The Price You Pay

When you book your holiday, you’ll need to pay a deposit, unless your trip is less than 30 days away – in that case, you’ll pay the whole amount straight away. Don’t worry, we’ll always let you know the total price and how much the deposit is before you book. Just remember, you’ll need to pay off the rest at least 30 days before you go. If you miss that deadline, we can cancel your holiday and charge you a cancellation fee.

If you opt for a low deposit, your first payment will be less than the standard deposit amount payable. You will need to top this up by the date that we tell you when you book and include on your confirmation. You’ll also need to pay the top up if you cancel your booking before you have paid this.

After you’ve booked, we’ll send your confirmation within two weeks. Sometimes mistakes happen, though – if the price on your confirmation, our website, or booking system is clearly wrong, the booking won’t count. We’ll need to cancel it and give your money back, unless you want to pay the proper price. If you spot anything wrong on your confirmation, please let us know straight away.

One more thing: you might have to pay a tourist tax when you arrive. We’ll tell you what this is before you book, but it can change without warning.

Before Your Holiday

4. If You Change Your Booking 

Airlines, hotels, and transfer companies can charge a fee if you want to make changes, and they might even treat your change as a cancellation. These fees can be as much as the full price for that part of your holiday, so you’ll need to pay those on top of our own amendment fees.

Some parts of your holiday, like excursions, transfers, flights, upgrades, or late check-outs might not be refundable at all.

When making changes, the price of your new travel arrangements will be based on the price that applies on the day you make the change.

If you change your booking and fewer adults end up travelling, and the price of your holiday was based on the number of adults, we’ll work out a new price, which might mean it costs more per remaining person. This isn’t a penalty – it’s just the way the maths works. You’ll also need to pay the cancellation fee for anyone who drops out.

If you want to let someone else take your place, just let us know at least a week ahead of departure, either by email or in writing. The person replacing you must agree to take over and accept all our terms – just note, you can’t transfer your insurance. You and your replacement will both be responsible for paying our amendment fee and any extra charges arising from your change.

Just so you know, if everyone on your booking decides to hand their spot to someone else, we’ll need to charge the same as our usual cancellation fees.

You can’t make any changes 15 days or fewer before departure.

Here’s a quick look at what you’ll need to pay us if you change your booking (these amendment fees can’t be refunded). On top of these, you’ll also need to pay any charges from our suppliers.

If you change your flight directly with the airline, it could mess up the rest of your holiday plans with us. You need to contact us, or your travel agent, first and let us know what you want to do – we’ll check if we can make those changes work for you. If you go ahead and change your flight without letting us know, we might have to cancel your holiday and/or charge you the cancellation or amendment fees set out in these terms and conditions. But if you just want to add things like extra bags or seats and it doesn’t affect your flight’s time or date, you’ll need to sort that out directly with the airline and follow their rules.

 
5. If You Cancel Your Booking 
 
If you decide you don’t want to go on your holiday anymore, you’ll need to let us, or your travel agent, know. We’ll charge a £100 fee per person to process your cancellation. You’ll also need to pay any costs we can’t get back from our suppliers - which can sometimes mean you’ll have to pay for the whole booking (we’ll only charge you what it costs us).

If your deposit isn’t enough to cover those cancellation costs, you’ll need to pay the extra amount.

6. If We Cancel Your Booking 

If we cancel your holiday, except where it’s because you haven’t paid or you have been disruptive, you can have a refund or accept a replacement holiday from us of a similar standard and price if we can offer you one. We’ll also pay any compensation due under these terms (unless we have cancelled because of one of the reasons listed in ‘Events Beyond Our Control’ or where you haven’t paid) and we’ll refund the difference if the replacement holiday is of a lower price.

7. If We Change Your Holiday

We aim to give you what we promise but, as we plan our holidays a long time in advance, sometimes things can change. We can make a change at any time but will let you know before your holiday if there’s time. 
 
Flight times given are for guidance only – your actual times will be shown on your e-ticket. Check that carefully when you receive it.

Occasionally, we may have to make a major change to your holiday such as a change of destination, a downgrade of your accommodation by one full star rating, a change in flight time by more than 12 hours or a change of UK departure airport. A change in flight time that we need to make within 24 hours before you are due to fly is not a major change unless the time changes by more than 24 hours. 
 
If we tell you about a major change after you book your holiday, you can accept the new arrangements offered by us; or accept a replacement holiday from us of the same or similar standard and price at the date of the change (we’ll always refund the difference in price if the replacement holiday is a lower price at the date of the change), if we are able to offer you one; or cancel your holiday with us, receive a full refund, and in some circumstances compensation (unless the change is due to ‘Events Beyond Our Control’. 
 
8. Events Beyond Our Control

Examples of events beyond our control are: war, threat of war, riots, civil disturbances, terrorist activity or its consequences, industrial disputes, any failure to secure relevant flying rights, natural or nuclear disasters, fire, health risks, unavoidable and unforeseeable technical problems with transport, closed or congested airports or ports, actual or potential severe weather conditions, the imposition of sanctions or other Governmental action and any other similar events.

9. Online Check-in 
 
Most airlines allow you to check in online prior to departure. When checking in online you will be required to provide your advanced passenger information. Just so you know, if you choose not to use the online check-in service, some airlines may charge a fee for airport check-in. 

On Holiday

10. Behaviour

Only you can use your accommodation. You must not let anyone else stay there. You are responsible for any damage to your accommodation or its contents during your holiday. 
 
We can refuse to accept you on your holiday or continue dealing with you if we, or someone in authority, believe your behaviour (by any form of communication or in person) is disruptive. 
 
If you are disruptive and stopped from boarding your flight from the UK, or disruptive during your flight, we’ll treat your booking as cancelled by you at that moment. If you are disruptive on your holiday we can remove you from your accommodation and you will be responsible for your own return home and for any other members of your group who cannot or will not travel without you. You will not be entitled to a refund in either case and we will not provide compensation or meet any costs or expenses. 
 
If you are disruptive you will be responsible for any damages, costs and expenses (including legal expenses) incurred as a result. Payment may be due directly to service suppliers. If you fail to make payment and a claim is subsequentially made against us you are responsible for the original claim and costs we incur pursuing claims against you.

 
Disruptive behaviour includes being threatening or abusive, damaging property, upsetting, annoying or disturbing any other traveller, or agents or putting any of them in danger.

11. Excursions

Sometimes, we’ll suggest trips or other services from other companies. If you decide to book one of these, you’ll be dealing directly with them, not us. We’re just helping you connect, so we’re not responsible for how things go. Our agreement with you doesn’t cover these extra trips or services.

12. Personal Injury

Your holiday is made up from services provided by suppliers who follow local standards. Overseas safety standards are generally lower than in the UK. 
 
If anyone travelling suffers injury, illness or death because of the services provided as part of your holiday, you must tell us and the supplier involved about it and complete a report at the time. After your holiday you can contact After-Travel Customer Support via myfeedbackuk@sundeals.com It must be no more than 3 months after you come home so we can investigate properly.

13. If Things Go Wrong on Your Holiday

We’ll arrange for you to receive the travel services that make up the package holiday that you choose and that we confirm. These services will be provided either directly by us or through independent suppliers contracted by us. We’re responsible for making sure that each part of your package holiday with us is provided to a reasonable standard and as was advertised by us (or as changed and accepted by you). If any part of your holiday is not provided as described, we will pay you compensation, if appropriate, unless this is due to reasons beyond our control, your fault or caused by a third-party (see the ‘Important Note – Events Beyond Our Control’).

 
14. If You Have A Complaint 
 
You must inform us without undue delay, taking into account the circumstances of the case, of any lack of conformity which you perceive during the performance of the travel services included in the package travel contract. If you have a complaint whilst away, you must immediately notify the supplier of the service in question (e.g. your hotelier). If they are unable to resolve the problem or a member of staff is not available, you should contact us straight away by phone/email and we will endeavour to assist. Please be aware that if you do not report a complaint during your stay, compensation may be reduced or may not be payable on your return.

If you are still not satisfied on your return home, you must write to our After Travel Customer Support at myfeedbackuk@sundeals.com within 28 days of returning from your holiday to allow your complaint to be investigated properly. Please write your holiday reference number on your correspondence, and include all relevant information, as well as your telephone number. If you fail to follow this simple procedure we will have been deprived of the opportunity to investigate and rectify your complaint whilst you were in resort and this may affect your rights under this contract.

15. Contacting You 
 
We, or your travel agent, will communicate with you using the email address you have provided. For example, to provide your e-confirmation, e-ticket, e-cancellation, etc. We will assume that your email address is correct and that you understand the risks associated with using this form of communication. Please note that you may still have to contact us via our call centre or in writing as required in our terms and conditions.

16. Protecting Your Money 

When you buy an ATOL protected flight or flight inclusive package from us you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong.

 
We, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate, or a suitable alternative. In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative, at no extra cost to you. You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme, or your credit card issuer where applicable.

 
If we, or the suppliers identified on your ATOL Certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.

 
All money accepted from you by a travel agent acting as our agent is held by that agent on behalf of and for the benefit of the Trustees of the Air Travel Trust at all times, but subject to the agent's obligation to pay it to us for so long as we do not fail. If we do fail, any money held at that time by the agent, or subsequently accepted from you by the agent, is and continues to be held by that agent on behalf of and for the benefit of the Trustees of the Air Travel Trust without any obligation to pay that money to us. 
 
The Package Travel and Linked Travel Arrangements Regulations 2018 require us to provide security for the monies that you pay for the package holidays booked from us and for your repatriation in the event of our insolvency. We provide this security by way of an ATOL (number 12950) administered by the Civil Aviation Authority Gatwick Airport South, West Sussex, RH6 0YR, UK. 
 
Please note that for some package bookings, which include a flight provided by a third-party airline, you will enter into a contract of sale with that airline for the flight portion of your booking (rather than with us). This is referred to as a “Multi-Contract Package” in your ATOL Certificate and in such instances, we will remain responsible for the proper performance of your package (including this flight). 
 
We may transfer your booking to another company in our group, but this will have no effect on your holiday arrangements.

Last updated: June 2026