Refund & Cancellation Policy

1. Our Role as an Agent

HADEALZ LTD acts as an agent. Your contract for the travel services is with the principal provider (the airline, tour operator, hotel, or - for ATOL flight-inclusive holidays - Brightsun Travel (UK) Limited which holds ATOL 3853). All refunds, cancellations and changes are governed by the principal's terms, not by HADEALZ LTD.

We will pass your refund request to the principal and process the refund to you once they release the funds. Timelines depend on the principal - typically 8–12 weeks for airlines.

Important: We act as an intermediary only. We cannot override airline or provider policies. Any refund amount is determined solely by the airline's fare rules and the provider's cancellation policy.

2. Cancellation Requests

All cancellation requests must be made in writing by emailing info@hadealz.co.uk or calling our support team at 07853 786779 or 0204 584 2433.

⚠️ CRITICAL NOTICE: Cancellations are only effective from the date and time we receive your written notification. Verbal cancellations over the phone are not accepted without written confirmation.

Cancellation Fees (General Guidelines):

Time Before Departure Cancellation Fee Refund Amount

More than 56 daysLoss of deposit (£50 per person)Full payment minus deposit

55 - 30 days50% of total booking cost50% of total booking cost

29 - 15 days75% of total booking cost25% of total booking cost

14 days or less100% of total booking costNo refund

No show100% of total booking costNo refund

Note: These are general guidelines. Individual airlines and providers may have different policies, especially for budget airlines, sale fares, and promotional tickets which are often 100% non-refundable.

3. Refund Process & Timelines

01

Authorization

Obtain authorization from airline/provider - takes 2-12 weeks depending on provider

02

Processing

Approved refunds take 10-14 business days to process

03

Credit

Credit back to your original payment method

Administrative Fees

Standard processing fee: £35 per passenger

Complex cases: £50 per passenger

Chargeback/dispute: £25 per transaction

4. Non-Refundable Items

Initial booking deposits (£50)

Credit card processing fees (2-3%)

Service fees

Travel insurance premiums

Visa processing fees

Seat selection fees

Baggage fees (after check-in)

5. Flight Changes & Modifications

Date Change

Subject to airline availability + change fees (£50-£300+) + fare difference

Destination Change

Subject to airline approval + change fees + fare difference

Name Correction

Minor spelling errors only (£50-£150) - Name changes NOT permitted

⚠️ IMPORTANT: Name changes are NOT permitted on most airlines. Name corrections (minor spelling errors) may be allowed with proof of passport.

5.1 Amadeus API Bookings - Special Notes

For bookings made through our Amadeus-powered platform:

Booking Timeouts

Fares held in your shopping cart expire after a limited time (typically 15-30 minutes). If payment is not completed within the fare hold period, the price may change.

Ticket Issuance Delays

In rare cases, ticket issuance may be delayed due to airline system constraints. Your booking is not fully confirmed until tickets are issued.

Amadeus PNR vs Airline PNR

You will receive an Amadeus PNR immediately after booking. Some airlines may issue their own separate PNR - please check both.

6. ATOL Protection & Refunds

For flight-inclusive holidays where Brightsun Travel (UK) Limited (ATOL 3853) is the principal and you have received an ATOL Certificate in their name:

Full Refund Before Departure

If Brightsun fails financially before your departure, the CAA will refund money paid for your protected booking

Repatriation While Abroad

If Brightsun fails while you are abroad, the CAA will arrange your repatriation

⚠️ Important - Not All Bookings Are Protected:

Bookings not covered by an ATOL Certificate (e.g. flight-only tickets, accommodation only, car hire only) are NOT ATOL protected - coverage depends on the principal's own terms and conditions.

Visit www.caa.co.uk/ATOL-protection for full details about the ATOL scheme and your rights.

7. Contact for Refunds

For any questions regarding a refund or to initiate a cancellation, please contact:

HADEALZ LTD

Registered Office: 158 Allerton Road, Bradford, England, BD8 0AA

Trading Address: 158 Allerton Road, Bradford, England, BD8 0AA

07853 786779

0204 584 2433

info@hadealz.co.uk