Draft — awaiting legal review
Refund and cancellation policy
What happens depends on the type of booking and, for hotels, on the rate you chose. Fixed-date bookings carry no 14-day cooling-off period, because the law exempts them.
| Booking | How to cancel | Refund |
|---|---|---|
| Hotel, refundable rate | Manage booking link in your confirmation, or email us | Full refund if you cancel before the deadline shown when you booked. After it, the cancellation charge shown applies |
| Hotel, non-refundable rate | As above | No refund, except where the hotel can't provide the stay |
| Restaurant table | Manage booking link | Nothing to refund: no payment is taken. Please cancel so the table can go to someone else |
| Venue ticket (pay at venue) | Manage booking link | Nothing to refund to VacationGuide. The venue's own policy applies to anything you've paid it |
| Experience (when available) | Manage booking link | The cancellation fee and refund are shown before you confirm |
Refunds we always give
You get a full refund, whatever rate you booked, if:
- the hotel or operator cancels, or can't provide what you booked
- we or our booking partner make an error in the booking
- the price changes after you've paid and you choose not to continue
How refunds are paid
Refunds go back to the card you paid with, through our booking partner. We start the refund within 5 working days of the cancellation being accepted. Your bank may take a further 5 to 10 working days to show it.
Changes
To change dates or guests on a hotel booking, cancel under the rate's terms and book again. A non-refundable rate can't be changed.
No-shows
If you don't arrive and haven't cancelled, the hotel may charge the full amount.
Events outside anyone's control
If severe weather, a travel ban or an official order stops a stay going ahead, we'll ask the hotel for a refund or a free date change, even on a non-refundable rate. Your travel insurance may also cover you.
Problems
Email hello@vacationguide.co.uk with your booking reference, or see our Complaints Policy.
Last updated: [date].