Terms and Conditions

Terms and Conditions

About Us
Viaholiday is a trading brand of Golden Dust UK Ltd, Kemp House 160 City Road, London UK EC1V 2NX, ATOL no. 11226,Regd. no. 9901872 (Registered in England) When you making a booking you confirm that you have authority to accept these terms and conditions on behalf of yourself and all member of your party. This user agreement is between you and Viaholiday, and is governed by the laws of England.

Contract
We act as a disclosed agent for third party suppliers, such as airlines, tour operators, car hire companies, hotel companies, consolidators and insurance companies. This means that, when you make a booking, the contract for the product is between you and the supplier. As such, the supplier's booking conditions (including airlines’ conditions of carriage) apply to your booking, in addition to those set out here. Please make sure that you have read the supplier’s conditions before completing your transaction with us, as they do contain important information about your booking. (You can easily request a copy of the supplier's conditions from us – see ‘Contacting Viaholiday’s below). Please read your ticket wallet/ travel documents for the airline’s conditions of carriage.
In a small number of cases, for some products, we act as principal; in these cases the contract for the product is between you and us. We will let you know in instances where we act as principal.
All travel arrangements which we provide or which are sold through us are not an offer by us to sell any travel arrangements, but an invitation to you to make an offer to the suppliers of the arrangements. We are free to accept that offer on behalf of those suppliers or to reject it.

Liability Protection
As agent we accept no responsibility for the acts or omissions of the supplier, or for the products and services provided by them. However, we may still be liable to you if we have been negligent, have misrepresented important information.

You’re Obligations
You agree to be bound by the following obligations, including without limitation: You accept financial responsibility for all transactions made under your name or account. In order to make a purchase you must be at least 18 years old, be purchasing for yourself and have the legal capacity to make the transaction. In case you making booking for a group/part/family will responsible for payment of all.
You must make sure that all the information you provide to us is true and accurate. (Please ensure that you notify us in writing immediately of any change to your address, email address or telephone number).
Failure to supply correct and complete credit or debit card details, including cardholder name/ billing address, may result in delays to the issue of your tickets, increases in the fare, or at worst cancellation of the booking, so please ensure that the details you give match those on the card/ statement.
You must not use the website for speculative, false or fraudulent bookings.

Supplier Conditions
You are responsible for complying with any airline's terms, for example in relation to check-in times, reconfirmation of flights and other matters. Viaholiday accepts no responsibility for bookings cancelled due to non-compliance with the airline's rules.
For scheduled flight tickets there are additional terms which apply to each fare. These terms may include, for example, conditions relating to changes, refunds, minimum and maximum duration of stay. Generally, the more flexible the ticket, the more expensive it is likely to be and you need to take various points into consideration before deciding between the fares on offer. The flights confirmed on your ticket must be used in order of sequence (in the order set out in your itinerary). If this requirement is not met, the airline may cancel any onward flights, and you are unlikely to receive any refund.
Some airlines require you to reconfirm each flight 72 hours prior to departure, and may cancel your flight if you do not do so. If you fail to reconfirm you may be refused permission to board the aircraft and you are unlikely to receive any refund. In any case, Viaholiday strongly recommends that you reconfirm all flights in this way in case of last minute schedule changes.

Information on the Site
Viaholiday does not guarantee that information on the site (including without limitation prices, descriptions or dates) is free from errors or omissions, or that it is suitable for your intended use. We will use all reasonable endeavours to correct any errors or omissions as soon as practicable once they have been drawn to our attention.
Viaholiday offers all general information on the site for guidance only. We reserve the right to change at any time any aspect of the site or its content, including the availability of any suppliers, features, information or content.

Links
The Viaholiday website contains links to websites owned and operated by third parties. Such linked websites are not controlled or maintained by us; as such Viaholiday has no responsibility in relation to the accuracy, completeness and quality of the information contained within them.
Viaholiday shall not be liable for any loss or damage caused by use of or reliance upon any content, goods or services available on linked websites.

Pricing
All our prices are quoted in British Pounds Sterling and subject to availability. All fares quoted at the 'confirmed quotation' stage include pre-payable taxes and applicable transaction fees. These are added together to form your final quotation.
Please note that for some destinations a departure and/ or arrival tax is payable locally. It is the passenger’s responsibility to pay such taxes, and Viaholiday accepts no responsibility for denied boarding resulting from failure/ inability to pay such taxes. The price you pay for your tickets is likely to include a booking/ transaction fee made by Viaholiday. This is our fee for making and administering your booking, and is non-refundable. Service fees are also charged for other forms of administration, including, but not limited to, reservation changes and refund applications.
Fares are subject to change without prior notice. Should the fare for your journey be changed by the airline/s with which you are due to travel, or if we discover that the fare you have paid is incorrect, prior to the start of your journey, we will do our best to notify you as soon as this comes to our attention. In such circumstances, you will be liable for any difference in fare. The airline may refuse travel if the correct fare has not been paid. Alternatively we may cancel the contract, without any liability to you.
For our ‘Special Fares’ for scheduled flights, these are subject to verification by our ticketing staff. Should we be unable to honor the fare quoted, we will endeavor to notify you within three working days. Where we book a product priced in a different currency, we reserve the right to include an additional amount to cover the costs of currency conversion and exchange rate fluctuations.

Denied Boarding, Flight Delays and Cancellations
Details of these rights are available from airlines and are also displayed at European airports. Any payment/ reimbursement in such cases is the responsibility of the airline.

Community List
Under European regulations we are required to bring to your attention the existence of a Community List of air carriers which are subject to an operating ban within the EU.
The list can be viewed at www.ec.europa.eu/transport/air-ban/list_en.htm.

Making a booking / booking details All travel products and services featured on the site are subject to availability.

Online Booking
If you book online, you must provide us with all information which we require. You must also ensure that the credit or debit card you are using is your own (or, subject to our agreement, if it is a third party's you have their express authorization, to use their credit or debit card) and that sufficient funds are available to cover the cost of the arrangements which you book with us.
When we receive and accept your booking we will send you a booking confirmation e-mail and debit payment from you. We do not make any representation or warranty as to the availability of any package holiday, flight or Individual Components nor that our booking services are free from infection of viruses or anything else that has a contaminating or destructive effect on your property.

Bookings made by telephone
If you make a booking by telephone you must provide us with all information which we require. You must also ensure that all information which you provide is accurate and that the credit or debit card you are using is your own or, subject to our agreement, if it is a third party's you have their express authorization to use their credit or debit card and that sufficient funds are available to cover the cost of the arrangements which you book with us.
If we accept your booking, we shall debit payment from you and send you a confirmation .From this point cancellation charges will apply: Please note the details of phone booking always confirmed in writing to avoid any mistake. As soon as you receive the confirmation request, please check the details carefully and inform us immediately if anything appears to be incorrect as it may not be possible to make changes later.
Once you have confirmed these details we will proceed to confirm the booking with the supplier/s.

Special Requests
We are happy to forward details of any additional requirements you may have (for example seating or diet preferences, assistance, etc.) to the relevant travel supplier. These are treated as special requests, and as such fulfilment of these requests cannot be guaranteed.

Pregnancy
If you will be traveling while pregnant, please note that regulations apply to the carriage of passengers who are more than a certain number of weeks pregnant at the time of travel. These regulations vary between airlines, so it is your responsibility to check the airline’s policy before making a booking.
In some cases travel may not be permitted, or you may be required to travel with a doctor’s letter, or even obtain a medical clearance from the airline.
You must ensure that your travel insurance covers you if you are pregnant. We recommend that you also confirm with your doctor before booking that you are fit to travel.
Travelling with Infants Airlines require that infants must be of a minimum age (typically six weeks) before they will be permitted to travel. Please ensure that you are aware of the airline’s policy before making a booking.
Infants must sit on an adult’s lap or occupy an infant seat – please contact the airline you are traveling with for details of appropriate seats.
To qualify for an infant fare, the infant must generally be under two years old on the date of return travel. Children aged two years or above must occupy a seat.

Paying for your booking
Payment can be made by various Debit / Credit cards mentioned on site, by E commerce link or Chequepayable to "Golden Dust UK Ltd Account'. Viaholiday may be required to pass your card details to the relevant supplier for fulfilment of the booking.
Scheduled flights &web fares: Full payment is required at the time of booking, by debit or credit card. We reserve the right to apply a surcharge for all credit card transactions.
We reserve the right to cancel bookings before or after ticket issue if payment is declined by the card issuer, or if incorrect card details or billing information have been supplied.
Further, in an effort to minimize the effects of credit card fraud, we reserve the right to carry out random checks, including checks of the electoral roll, and may request you to either fax or email to us proof of your address and a copy of the credit/ debit card and recent statement, or a copy of the cardholder's and/or passenger's passport/s, before issuing any tickets. We reserve the right to insist that travel documents be sent to the billing address of the card used to pay for the booking. Viaholiday reserve the right to pass on any charges relating to card chargebacks. As a British company it is not always possible for us to successfully complete the necessary security and identity checks on cards which are registered to billing addresses outside the United Kingdom. If you make a booking using a credit card registered outside the UK, we reserve the right to reject your booking if we are unable to satisfactorily complete the relevant checks.

Managing your booking
Please ensure that all your travel, passport, visa and insurance documents are in order and that you arrive in plenty of time for checking in at the airport. It may be necessary to reconfirm your flight with the airline prior to departure. Please ask us for details at least 72 hours before your outbound flight. You should take a note of any reference number or contact name when reconfirming. If you fail to reconfirm you may be refused permission to board the aircraft and you are unlikely to receive any refund.

Cancellations / Amendments by You
Any cancellation or amendment you wish to make to your booking will be subject to the relevant supplier's conditions. Some tickets are non-refundable and/ or non-changeable; in other cases it may be possible to amend or cancel your booking subject to a penalty charge. It must be emphasized that the vast majority of airline tickets are non-transferable, and as such name changes are not normally permitted. It is therefore essential that you enter passengers’ names as per passport at the time of booking. For online scheduled flight bookings, the rules regarding cancellations and amendments for the fare purchased are shown during the booking process, please ensure you read these carefully.
Viaholiday, as agents for the airlines/consolidator must abide by the airlines’ terms and conditions – we are unable to deviate from the fare rules/ supplier’s conditions.
Where changes or refunds are permitted, Viaholiday will apply administration fees (in line with our current rates) in addition to any fees charged by the supplier, if you ask us to amend or cancel your booking. This is to cover the costs we incur in administering cancellations and amendments.
Any request to amend or cancel a reservation must be notified to Viaholiday in writing, and cannot be actioned until received by us. Requests received outside our opening hours cannot be processed until we reopen the next working day, and if we need to contact the travel supplier to effect the change/cancellation, until we are able to contact them.

Cancellation
If you wish to cancel your booking and attempt to claim a refund, please telephone/ email us in the first instance, so we can advise you if the conditions of your ticket permit any refund. If you wish to proceed with the cancellation, you must notify us in writing. (If you do not advise us of your intention to cancel a booking before the scheduled departure time, or do not check-in, this will be recorded by the airline as a 'no show' and is likely to result in the forfeit of all monies paid). Where a refund is permitted, this may take some time, typically 10-16 weeks, to be authorized by the airline. Once authorized, any refund will be made to the debit or credit card used to make the original booking. It is vital that you advise us when you cancel the booking if that card is no longer valid.
Any refund made will be net of any cancellation charge from the airline or tour operator. Many airlines also charge an additional fee to process refunds. Refunds of any kind will also be subject to Viaholiday usual administration fees. Booking fees, credit card charges, postage costs and any amendment fees you may have paid for any previous changes are also non-refundable.
In the case of non-refundable scheduled flight tickets, it may be possible to claim back any unused taxes. Please note that not all taxes are refundable. Some airlines do make a fee for processing such requests, and in some cases the charge exceeds what you would get back. Please ask for details when you cancel your booking.

Amendment
If you wish to change your booking, please telephone/ email us in the first instance, so we can advise you if the conditions of your ticket permit any changes. If a change is permitted, we may ask you to confirm in writing that you wish to change the booking.
Any changes are subject to availability, limitations and restrictions of the relevant travel supplier. If a change increases the cost of your booking, you will need to pay such extra costs.
Changes of any kind will also be subject to Viaholiday’s usual administration fees.

Cancellations / Amendments by the Travel Supplier
Airlines reserve the right to make time changes, or in rare cases, to cancel flights, for operational reasons. Whilst Viaholiday is not responsible for, and has no control over, such changes, we will do our best to assist when such situations arise. In the unlikely event that your flight is cancelled by the airline or tour operator, your rights and remedies will be governed by the supplier’s conditions/ airline’s conditions of carriage. As a result you may be entitled to:
(a) carriage on another flight with the same airline without additional costs;
(b) re-routing to your destination with another carrier without additional costs;
(c) a full refund; or
(d) some other right or remedy.
In the event of schedule changes made prior to commencement of your journey, it is not always necessary to have your tickets reissued or revalidated, but we will advise you should this be necessary.
Viaholiday take no responsibility for any flight rescheduling en route.

Insurance
Many suppliers require you to take out travel insurance as a condition of booking with them. In any case, we strongly recommend that all our customers arrange adequate travel insurance for the duration of the trip, since circumstances may arise where neither Wayfarers nor the supplier are liable.
It is recommended that insurance is taken immediately upon making the booking, in order to cover you and your party against the cost of cancellation by you; the cost of assistance (including repatriation) in the event of accident or illness; loss of baggage and money; and other expenses. In most cases cancellation fees will apply if you need to cancel your booking before you travel. Viaholiday does sell travel insurance, and will be pleased to quote a premium for your journey on request. If we have issued your policy please check it carefully to ensure that all the details are correct and that all relevant information has been provided by you (e.g. pre-existing medical conditions). Failure to disclose relevant information will affect your insurance. Please read the policy carefully to ensure that this is suitable and adequate for your needs.

Tickets
The type of tickets which will be issued for your booking depends on the airline and route you are booking. The majority of airlines are increasingly issuing electronic tickets, and Viaholiday will issue electronic tickets whenever the itinerary permits (airlines now insist that e-tickets are issued in these circumstances). For charter flights, paper tickets will be sent by normal post.

Lost Tickets
If you lose your paper tickets, you must notify us as soon as possible. It may be possible to reissue them for a fee (depending on the airline's/ supplier's rules). If so, the cost may depend on the circumstances of the loss and how close to the departure date you discover it. In all cases, the charge, and procedure to be followed, will vary according to the airline's policy. Viaholiday reserves the right to charge fees to cover the administration costs of this.
However, not all tickets can be reissued, in which case you may need to purchase a completely new ticket. If a lost ticket cannot be reissued, a refund can be requested from the airline: any refund is at the airline's sole discretion and is not guaranteed. Such refunds may take up to a year to be authorized by the airline.

Non-Delivery / Non-Receipt of Tickets
It is your responsibility to advise us if you do not receive your tickets/ e-tickets. Viaholidaycannot accept responsibility if you fail to receive your e-tickets due to providing an inaccurate email address or your junk email settings. We recommend that you add the respective agent email address / sales@Viaholiday.co.uk to your safe list.

Passport / Visas / Health Requirements
It is your responsibility to ensure that you understand and comply with all the passport, visa and health requirements of all the countries involved in your itinerary (including those that you transit).
It is your responsibility to ensure that you are in possession of a valid passport for your journey. Your passport must also be legible and intact. When making your booking you must ensure that the names you provide match those shown on the passengers’ passports. Most countries require that your passport is valid for a period of at least six months after your return travel date: we recommend that you check with the embassy to confirm exact requirements.
It is strongly recommended that children hold their own individual passports; where a child is still included on a parent's passport you are advised to check that this will be suitable for the destination you are visiting before making a booking. Many countries still require passengers to obtain a visa, and in some cases transit visas may be required for countries which you pass through en route to your destination (even when you do not leave the aircraft). Viaholiday can provide general information about the passport and visa requirements for your trip. Alternatively, for the most up to date information, we recommend that you contact the embassies of the countries you are travelling to/ through. We recommend that you do this well in advance of travel, as visas for certain countries can take some time to obtain.
Some countries also have additional immigration requirements, for example South Africa requires passengers to have at least 2 blank pages in their passports. For travel to the USA, a machine-readable passport is required, among other requirements, details of which may be found at www.usembassy.org.uk. Most destinations will require proof of return travel. Please take special note that for all air travel within the British Isles, airlines require photographic identification of a specific type. Please check all details in respective country website.
Regarding health, you are strongly advised to check with your GP prior to travel for up to date information regarding vaccinations which may be required or recommended for your destination/s. Please note that some countries may require proof of certain vaccinations as a condition of entry. We can provide general information about any health formalities required for your trip but you should check with your own doctor for your specific circumstances.
Please note that health and immigration requirements can change at short notice.
Neither Viaholiday nor the suppliers can accept any responsibility if you are denied boarding or are deported due to failure to comply with the above. You will be responsible for any costs you or Viaholiday incur as a result of such failure.

Service Charges
We apply a service charge for certain services we provide. These charges are non-refundable. These are in addition to any fees charged by the supplier.

Privacy Policy
When you submit a travel enquiry to us by email, we ask you to provide us with some personal information such as your name, email address, street address, phone number as well as the names and ages of anyone travelling with you. We use this information to complete your booking or to contact you only.

Car Booking Terms and Conditions

Viaholiday is a trading name of GoldendustUk, which is a limited company registered in England, whose registered address is at Kemp House 160 City Road London UK EC1V 2NX. These terms & conditions, together with our website terms & conditions of use, privacy notice and security policy, constitute our agreement with you, the renter, for the services we provide in arranging for the supply of car hire. Together, these are referred to as ‘our terms’. These terms shall apply to all contracts for the provision of our services to the exclusion of all other terms & conditions. No conduct by Viaholiday shall be deemed to constitute acceptance of any other terms. Acceptance of the services or signature on any agreement shall be deemed conclusive evidence of your acceptance of these terms. We may change the terms from time to time and you, the renter, are advised to check the website to consider any changes to the terms which apply to you. Your hire of any car is subject to the terms & conditions of car hire imposed by the car hire company and to the corresponding laws of the country and/or state in which the rental takes place. Individual restrictions may also apply to your car hire.
You will be provided with a car by us either directly or as agent. The capacity in which we act depends on our relationship with the car hire company.
These terms apply to any booking that you, the renter, make with us on or through this website, so you should make sure that you are aware of their contents. Both our terms & conditions and those of the car hire companies we work with contain some exclusions and limitations of liability.
Your booking on this website is conditional on you, the renter, accepting our terms. If you, the renter, do not agree with any part of them, you must not proceed with your booking. By confirming that you wish to book a car through this website you, the renter, indicate that you have read and understood and accept the relevant terms. If there is any part that you, the renter, do not fully understand, or if you have a query about the car hire or any other product, please Contact us.
Confirming your booking and taking payment
In most cases, we will confirm your booking immediately. But sometimes, we need to wait for the car hire company to confirm that a car is available. We will tell you straight away if this happens, and temporarily block the money on your payment card. As soon as they confirm your car, we will let you know, and take the money from your card.
Until your car is confirmed, you can ‘void’ the payment at any time. Just hit ‘Manage booking’ at the top of our site, enter your email and reservation number, then hit ‘Cancel Booking’. We will unblock the money on your card.
Very rarely, a company can’t confirm that a car is available. If this happens, we will tell you, and unblock the money on your card.
When you book a car or other product on our site, we will email you to confirm its availability within 48 hours of booking (or, if earlier, at least 24 hours before your pick-up time). We will then send you a booking confirmation.
You will not have a contract until we have confirmed your booking and taken the payment. Even if someone else is paying, the contract will be with the person who made the booking, and we will send all correspondence to the address they provide. For the avoidance of doubt, nothing in these terms shall entitle any third party to any benefit or rights pursuant to the Contracts (Rights of Third Parties) Act 1999.
Accuracy of Information
Although we strive to ensure the accuracy of the information on this website, neither we nor our affiliates, suppliers or agents can be held responsible by you for the accuracy of such information. It is solely your responsibility to evaluate the accuracy, completeness and usefulness of all information provided on this website.
The Viaholiday voucher / eVoucher must be presented to the car hire company when picking up your hire car. We cannot be held responsible for rentals rejected if a voucher / eVoucher is not presented.
We cannot accept liability for any charges incurred as a result of documentation signed for and accepted at the car hire counter.
We will not be held responsible for anyone driving under the influence of alcohol/drugs, causing wilful damage, driving off-road or driving without due care and attention. You, the renter, will accept full responsibility in respect of such claims. This list is not exhaustive.
What is included / excluded in the price?
Please read the specific terms & conditions relating to your car hire, which you will see during the booking process.
Collision Damage Waiver (CDW) 
Collision Damage Waiver reduces the renter's liability from the total cost of the damage to an excess amount, where applicable, unless the renter intentionally causes the damage, is under the influence of drink or drugs, or uses the car in a prohibited or negligent way – such as driving off main roads or hiring to other parties. CDW covers liability for damage to the car or its parts. In most locations, windscreens, tyres, undercarriage, replacement locks, replacement keys and towing charges are not covered under the CDW policy. Other exclusions may apply and can differ between car hire companies, so we recommend checking these exclusions with the car hire company when picking the car up.
Theft Protection (TP) 
Theft Protection reduces the renter's liability in the event of theft or damage caused due to theft or attempted theft of the car to an excess amount, where applicable. Negligence connected with the theft of/damage to the car may lead to the car hire company requiring the full amount for the cost of the car.
IMPORTANT NOTE
Please check carefully the details of the cover provided by the car hire company. It is not unusual for third-party cover to exclude members of your immediate family or members of the same home address who travel with you, the renter, in the car. Top-up policies will normally be available to purchase directly from the car hire company, or such cover may already be included in your holiday insurance. For peace of mind, we strongly recommend that you, the renter, familiarize yourself fully with the extent of the cover provided with any rental and, where necessary, take out additional cover in respect of your spouse and any children or close relatives who will be accompanying you in the car.
Personal Accident Insurance (PAI) 
This optional insurance may be covered by your holiday insurance (please check before you, the renter, travel). If you require PAI, it can be purchased at the car hire counter when you pick the car up.
Viaholiday protection waiver products
When you pick your car up, the car hire company will require you to leave a deposit in case the car is damaged during your rental. As long as you purchased one of our protection waiver products before your rental began, we will waive your liability (and refund you) for any charges withheld from your deposit / excess, subject to the terms described here.
Our Full Protection and Top-up Protection waiver products are offered to customers making new bookings. Both will cover charges for damage to the rental car’s exterior or mechanical components, including bodywork, roof, undercarriage, windscreen, windows, mirrors, wheels, tyres, hubcaps, engine, clutch, battery and locks.
In addition they will cover:

  1. ‘immobilisation’ charges (for loss of revenue while the car is being repaired and cannot be rented out)
  2. roadside assistance charges resulting from a breakdown or accident
  3. charges directly related to locking yourself out of the rental car or losing its key(s)
  4. the amount the car hire company charges as a result of claiming on the car’s Theft Protection policy
  5. car hire company administration fees related to any of these points.

Note: Top-up Protection is offered to customers hiring a car with a zero-excess Collision Damage Waiver (CDW) policy.
Our waiver products will not cover:

  1. repairs not approved by the car hire company
  2. cleaning charges or damage to the car’s interior (unless caused by a collision)
  3. damage to / loss of child seats, GPS devices or other “extra” equipment
  4. costs incurred under circumstances that break the terms of the rental agreement (such as dangerous, careless or negligent driving, refueling errors, or driving under the influence of drugs or alcohol).

Our Damage Excess Refund and Damage Protection waiver products are no longer offered to customers making new bookings, but we will honor claims from people who have already bought these protections. These products will only cover damage to parts covered by the CDW (as detailed by the car hire company at pick-up).

RentalCover Full Protection
If you buy Full Protection, Viaholiday.com will email you the policy documentation. Please contact Viaholiday.com directly if you would like them to resend the email or post you a printed copy.
Claiming on a Viaholiday protection waiver product 
To claim on one of our protection waiver products, please contact Customer Services within 28 days of dropping your car off. You will need:

  1. Your car’s check-in and check-out documents, which clearly show the new damage being charged for by the car hire company
  2. Proof of repair cost from the car hire company
  3. Evidence of payments deducted from your payment card by the car hire company
  4. The car hire company’s accident report form
  5. A police report, if applicable

We aim to pay within 7 days upon receipt of all required documentation.
In cases where a third party has been involved in an accident we require confirmation from the car hire company that liability for the accident has been determined (and any legal cases settled) before we can process your claim.
All claim payments are processed onto the payment card used to purchase the protection waiver product from Viaholiday (not necessarily the payment card charged by the car hire company).
Fuel & Deposits at the Car Hire Counter
Most car hire companies require a deposit at the start of the rental to cover the liability excess, any charges incurred during the rental and, in some cases, fuel. A valid major credit card will be required in most cases (please check with our Contact Centre) and must be in the main driver's name. Provided the car and extras are returned in the same state as rented and in accordance with the fuel policy, this deposit will be refunded after dropping the car off (please note that it may take 14 days for the money to appear on your credit card again).
Some car hire companies will require you to return the car with the same amount of fuel it had in the tank at pick-up. Others operate a fuel policy where you, the renter, must purchase the first tank of fuel and may drop the car off empty – in which case, there may be no refund for unused fuel.
Where the car hire company charges for fuel, the cost may be higher than it would be at a local petrol station.
Out-of-Hours Service 
At most airport locations, flights will be met and cars supplied outside normal working hours. However, there may be an additional charge for this service, which will be payable directly to the car hire company. We will advise you, the renter, whether a charge will apply when you confirm your pick-up times in your booking request. In the event that a flight delay causes the car pick-up to fall outside a car hire company’s normal working hours, the car hire company may agree to provide an out-of-hours service – in which case they will advise you of any fee. We can accept no further responsibility where there is no out-of-hours service available – and it is therefore recommended that you, the renter, take independent travel insurance. Non-airport car hire counters may also provide an out-of-hours service.
Minimum / Maximum Age Limitations
In most locations, the minimum hiring age is 21 years. Additional fees can apply with certain car hire companies and in certain countries for drivers aged under 25 years or over 65 years: where the correct driver age has been submitted with the booking request, we will advise of any likely fees. Minimum age requirements on larger cars may also be higher at some locations. Please check with our Contact Centre if you, the renter, have any questions or concerns about this matter.
Additional Drivers 
Fees may apply for additional drivers, payable at the car hire counter (unless otherwise specified on the Viaholiday voucher / eVoucher). Please check with our Contact Centre.
Daily Rate Calculations / Periods of Hire / Period of Hire Extensions
The price of your car hire will be confirmed at time of booking and calculated on the basis of 24-hour units. If you, the renter, wish to extend the period of hire after picking the car up, or if you drop the car off later than stated on your voucher / eVoucher, the contract for such an extension will always be with the car hire company directly and the extra time will be charged for by the car hire company at the local daily rate, which may be higher than the rates agreed with us at the time of booking.
Late Pick-ups / Early Drop-offs 
Your rental starts and finishes according to the pick-up and drop-off dates and times detailed on your voucher / eVoucher. Unfortunately, we are unable to provide refunds for unused time if a car is picked up late or dropped off early. If you are unable to pick the car up at the agreed time and date, it is essential you contact us as soon as possible. If you do not, there is no guarantee that the car will still be available – and you will not be entitled to any refund.
One-Way Rentals
One-way rentals must be confirmed in advance and may be subject to one-way fees, payable to the car hire company. We will advise you, the renter, of the approximate costs after we receive your booking request and receive confirmation from the car hire company regarding the one-way rental.
Child Seats & Special Requests 
Child seats, roof racks (not available on some cars) and other ‘extra’ items are available on request in most locations, although they cannot be guaranteed. There is usually a fee payable to the car hire company. In most locations, child seats are required by law. Please note: rear seatbelts may not be provided in all cars. Please check with our Contact Centre regarding these items. Requests for these items should be made at the time of booking.
Deliveries & Collections 
Some car hire companies will agree to deliver your car to / collect it from a specified address. If so, there may be a fee for this service, payable to the car hire company. We will advise you whether a fee will apply when you confirm your pick-up / drop-off times, along with the full address details, in your booking request. Please note: car hire companies generally do not deliver to or collect from private accommodation.
Driving Areas 
Restrictions may be applicable when taking the hire car to a different country/state/island; our Contact Centre must therefore be advised at the time of booking whether you, the renter, intend to do this. Additional documentation may be required and local charges may apply for travel to certain countries. Restrictions may also apply in remote areas such as the Australian outback; please check with our Contact Centre.
If You, the Renter, Wish to Make Changes to Your Booking 
No charge will be made for amending your booking before the start of your rental. This excludes any cost increases caused by a material change to the booking, such as its duration or the car class – or by the car hire company changing its rates following the original booking. With certain car hire companies, amending the driver’s name or the pick-up location may require the cancellation and re-booking of a rental. To cancel your booking, please log in to the Amend/Cancel Booking facility, and click Cancel Booking. Terms & conditions vary per car hire company and will be clearly communicated during the booking process.
If We Make Changes to Your Booking 
Occasionally it may be necessary for changes to be made to your booking (after acceptance) by us or by the car hire company. In all such cases we will advise you, the renter, as soon as reasonably possible before pick-up and, if the proposed changes are unacceptable, you will be offered a full refund. However, in such circumstances, we shall have no additional liability in respect of any direct or indirect losses you may suffer as a result of such changes.
Documentation 
Your voucher / eVoucher will normally be available once full payment has been received and the car confirmed by the car hire company. Please note that certain ‘request’ cars may take longer to confirm and we will advise you, the renter, if this is the case. Where the car cannot be picked up due to insufficient documentation or failure to provide a valid credit card, this will be treated as a ‘No Show’, which means you will not be entitled to a refund of money paid. Please ensure that you, the renter, travel with your voucher / eVoucher, your full valid national driving licence and other identification – please check the ‘What You'll Need To Take’ section of your voucher / eVoucher once the car is confirmed to see if any other documentation is required.
Driving Licence 
Every driver must have a full, valid driving licence they have held for at least 1 year (2 years at certain locations; this will be confirmed during the booking process). Expired or provisional licences will not be accepted.
When booking the car, our Contact Centre must be advised of any endorsements / points on a driving licence; we reserve the right to refuse the booking on this basis, according to the terms & conditions of the car hire companies we work with.
As of June 8th 2015, any driver with a driving licence issued by the DVLA (Driver and Vehicle Licensing Authority) in England, Scotland or Wales must visit View Driving Licence no more than 21 days before the start of their rental: for more about this, please click here. Any driver with a new-style photocard driving licence must also produce the accompanying paper counterpart at the car hire counter.
When picking up the car, every driver must present their licence. They must also keep their driving licence with them at all times throughout the rental, for perusal by local authorities.
No refunds will be given if a car hire company refuses to supply a car because of undisclosed endorsements – or because you cannot provide a driving licence, its counterpart, or the required information about endorsements.
Please note that an International Driving Permit does not replace the requirement for a regular driving licence: a full driving licence in the main driver’s name will still be required in order to rent the car, and every driver requiring an International Driving Permit must keep both documents with them at all times.
All drivers must read the terms and conditions of the car hire company providing their car prior to pick-up, as certain companies and locations may have additional requirements.
Important Information Regarding Exchange Rates
Due to the fluctuation of exchange rates, please be aware that the amount charged to your credit card may differ from the price we quote when you agree to pay for a product or service. The difference (if any) will depend on changes to exchange rates during the period between the moment you book and the moment the charge is reflected in your credit card statement. Similarly, should we refund any money to your account, we will refund the exact amount initially charged – and will not be responsible for any fluctuations in exchange rates that lead to you receiving a larger or smaller refund than expected.
Car Capacity & Car Class 
All cars are insured for a maximum number of passengers. We cannot accept liability for the car being unsuitable for all passengers and luggage. As a guide, please refer to the Viaholiday website for approximate capacities of the various car classes. We cannot accept responsibility if the car hire company refuses to supply a car because the party size is too big.
We are unable to guarantee a particular make or model of car. The car shown on your voucher / eVoucher is for guidance only and the car hire company may instead provide a different car which is deemed to be similar or superior.
Provision of Cars 
Car hire companies reserve the right to refuse a car to any person who is considered unfit to drive or does not meet eligibility requirements. We will not be liable for the completion of travel arrangements, nor for any refund, compensation or any other costs you, the renter, may have to pay in such a case.
Complaints 
If you, the renter, are dissatisfied in any way with your rental, please report this to the car hire company as soon as feasible. It is difficult for us to assess any claim regarding your rental if this action is not taken at the time. If you, the renter, wish to make a complaint, please ensure you contact our Customer Service Team within 3 months of dropping the car off.
We know that on occasion, you may feel that your complaint has not been resolved to your full satisfaction, so if you are not happy about the way in which we have handled your complaint, you may refer your complaint to an independent Alternative Dispute Resolution (ADR) provider; Small Claims Mediation (UK) Limited (http://www.small-claims-mediation.co.uk/) is accredited by the Civil Mediation Council and listed on the Ministry of Justice online directory of mediation providers. As we aim to resolve all of our disputes internally, we are not obliged to submit to an ADR procedure operated by any independent ADR provider. You may use the European Commission’s online platform to resolve your dispute, which can be found at http://ec.europa.eu/consumers/odr/.
Mechanical Difficulties / Accidents
In the case of breakdown or mechanical difficulties, you, the renter, must call the car hire company immediately. The car hire company must give authority for repairs or replacement cars. If you, the renter, are involved in an accident, the local police and the car hire company must be contacted. Keep copies of all relevant documentation you are asked to complete. This may be needed if you, the renter, wish to make a claim.
Your hire of any car is subject to the terms & conditions of car hire imposed by the car hire company and to the corresponding laws of the country and/or state in which the rental takes place. You, the renter, will therefore be subject both to our terms and to those of the car hire company. We accept no responsibility for and shall not be liable in respect of any loss, damage, alterations, delays or changes arising from civil strife, industrial disputes including air traffic control disputes, terrorist activity, natural or nuclear disaster, fire or adverse weather conditions, unavoidable technical problems with transport, closure or congestion of airports or ferry ports, cancellation of scheduled flights or financial failure of airlines.
Terms of Your Contract with Viaholiday
However you, the renter, choose to book, it is important to understand how and when a contract is formed. The technical steps required for a contract to be formed are as follows. When we quote prices over the telephone or place our services on our website, we are inviting you, the renter, to make an offer for their purchase. You, the renter, do not make this offer until you do so verbally or by clicking ‘Book Now’ on our ‘Payment Details’ page.
You, the renter, will have made us an offer to purchase the services once you have either done so verbally or clicked ‘Book Now’. We will have accepted this offer once we have both received the necessary payment and made your voucher / eVoucher available to you, the renter. Where the arrangement with the car hire company is for us to act as an agent, acceptance of your offer is by us as agent on behalf of the car hire company.
We are responsible for losses you, the renter, directly suffer as a result of us breaking this agreement if the losses are a foreseeable consequence of us breaking the agreement. Losses are foreseeable where they could be contemplated by both you and us at the time our agreement is formed. We are not responsible for indirect losses which happen as a side effect of the main loss or damage and which are not foreseeable by you, the renter, and us; nor are we liable for, without limitations, loss of profits, loss of opportunity, loss of goodwill or consequential losses, damages or costs.
We shall not be liable ourselves or vicariously through the car hire companies for either any failure to perform or any delay in performing any of our obligations under or pursuant to this booking, voucher / eVoucher, rental or terms & conditions, if and in so far as performance is delayed, hindered or prevented by force majeure, which expression shall mean any event beyond the reasonable control of the party in question. In the event that the force majeure persists for more than 14 consecutive days, we may terminate and withdraw this booking by giving 14 days’ notice to your, the renter's, original billing address and refunding all amounts paid prior to the force majeure event.
We have the right to cancel a booking upon limited or immediate notice in certain circumstances, such as the insolvency of a car hire company. In all circumstances we will use our reasonable endeavours to arrange for the supply of an alternative car, but at periods of high demand it may not be possible. Where a customer has made a fully pre-paid booking and we notify the customer up to 48 hours before pick-up, the customer will receive a return of all monies already paid. In the unlikely circumstance we provide a fully pre-paid customer with notice of cancellation within 48 hours of pick-up, we will provide a full refund of all monies paid and cover other foreseeable losses incurred by the customer as a consequence of us breaking the agreement. Where a customer has made a deposit booking and we notify the customer up to 7 days before pick-up, the customer will receive a return of all monies already paid. Where we provide a deposit customer with notice of cancellation within 7 days of pick-up, we will provide a full refund of all monies paid and cover other foreseeable losses incurred by the customer as a consequence of us breaking the agreement.
Making Bookings and Purchasing or Requesting Products or Services
If you wish to make bookings or to purchase or request products or services described on this website, we (or our business partners) may ask you to supply certain data applicable to your booking or purchase – including, without limitation, credit card information and other personally identifiable data about you. You understand that any such data will be treated by us in the manner described in our privacy notice. You agree that all data that you provide for this purpose will be accurate, current and complete. You agree to pay all charges incurred by you or any users of your account, credit card or other payment mechanism at the rate(s) or price(s) in effect when such charges are incurred. You will also be responsible for paying any applicable taxes relating to your purchases.
Verification of submitted data may be required prior to our acceptance of any booking, purchase or order. Except as otherwise required by law or as otherwise expressly stated by us, price, rate and availability of products or services are subject to change without notice. You acknowledge that bookings, purchases and services are subject to additional terms & conditions imposed by us or by the car hire company which supplies your car.
Website Conditions of Use
It is prohibited for anyone to use any device or software program to directly or indirectly interface, or attempt to interface, with this website to retrieve content and/or any other data, including prices. It is also prohibited to interfere, or attempt to interfere, with the normal working of this website; any activity that we consider places undue load or stress on our systems will be terminated. We constantly monitor everyone accessing our website, and the activities of any automated systems or persons conducting an unreasonable amount of searches, with the aim of accessing information and/or prices, will be terminated and those systems/persons blocked from our websites. Your use of the website indicates your agreement to be bound by these Conditions of Use.
Data Protection 
Your privacy is important to us. By using this site you accept the terms of our privacy noticeand consent to (i) use of your personal information by Viaholiday and its service providers to provide our services to you and (ii) use by the Viaholiday to you send promotional emails, quote chase and special offer emails.
Use of Cookies and Other Tracking Technologies
We may use cookies and other technologies to facilitate and track your use of services offered on this website and in connection with our email communications. For more information on this, please see our privacy notice.
Customer Reviews
Completed reviews may be uploaded onto our website for the sole purpose of informing customers of your opinion of the service and quality of the car hire company, and used partially or in their entirety by Viaholiday on our website, social media platforms, newsletters, special promotions, mobile applications or other channels owned, hosted, used or controlled by Viaholiday. We reserve the right to adjust, refuse or remove reviews at our sole discretion.
Reviews express the personal opinions of Viaholiday customers who filled out a survey after completion of their rental. These opinions do not necessarily represent the views of Viaholiday.
To the extent permitted, these terms and conditions are governed by English law under the non-exclusive jurisdiction of the courts of England.
The General Information and Terms & Conditions stated are correct at the time of going to press.
Protection under the Package Travel Directive

If you book additional travel services from a different service provider for your trip or holiday via a link from our confirmations page, you will NOT benefit from rights applying to packages under Directive (EU) 2015/2302. 

Therefore, Golden Dust Limited will not be responsible for the proper performance of those additional travel services. In case of problems please contact the relevant service provider.

However, if you book additional travel services via a link not later than 24 hours after receiving the confirmation of the booking from Golden Dust Limited, and those additional travel services amount to 25% or more of the combined value of both bookings, those travel services will become part of a linked travel arrangement. In that case Golden Dust Limited has, as required by EU law, protection in place to refund payments you have made to Golden Dust Limited for services not performed because of Golden Dust Limited's insolvency. Please note that this does not provide a refund in the event of the insolvency of the relevant service provider. 

Cancellations / Amendments by You

Any cancellation or amendment you wish to make to your booking will be subject to the relevant supplier's conditions. Some tickets are non-refundable and/ or non-changeable; in other cases it may be possible to amend or cancel your booking subject to a penalty charge. It must be emphasised that the vast majority of airline tickets are non-transferable, and as such name changes are not normally permitted. It is therefore essential that you enter passengers’ names as per passport at the time of booking. For online scheduled flight bookings, the rules regarding cancellations and amendments for the fare purchased are shown during the booking process, please ensure you read these carefully. viaholiday.co.uk, as agents for the airlines/consolidator must abide by the airlines’ terms and conditions – we are unable to deviate from the fare rules/ supplier’s conditions. Where changes or refunds are permitted, viaholiday.co.uk will apply administration fees (in line with our current rates) in addition to any fees charged by the supplier, if you ask us to amend or cancel your booking. This is to cover the costs we incur in administering cancellations and amendments. Any request to amend or cancel a reservation must be notified to viaholiday.co.uk in writing, and can not be actioned until received by us. Requests received outside our opening hours can not be processed until we reopen the next working day, and if we need to contact the travel supplier to effect the change/cancellation, until we are able to contact them.

Cancellation

If you wish to cancel your booking and attempt to claim a refund, please telephone/ email us in the first instance, so we can advise you if the conditions of your ticket permit any refund. If you wish to proceed with the cancellation, you must notify us in writing. (If you do not advise us of your intention to cancel a booking before the scheduled departure time, or do not check-in, this will be recorded by the airline as a 'no show' and is likely to result in the forfeit of all monies paid). Where a refund is permitted, this may take some time, typically 10-16 weeks, to be authorized by the airline. Once authorized, any refund will be made to the debit or credit card used to make the original booking. It is vital that you advise us when you cancel the booking if that card is no longer valid. Any refund made will be nett of any cancellation charge from the airline or tour operator. Many airlines also charge an additional fee to process refunds. Refunds of any kind will also be subject to viaholiday.co.uk usual administration fees. Booking fees, credit card charges, postage costs and any amendment fees you may have paid for any previous changes are also non-refundable. In the case of non-refundable scheduled flight tickets, it may be possible to claim back any unused taxes. Please note that not all taxes are refundable. Some airlines do make a fee for processing such requests, and in some cases the charge exceeds what you would get back. Please ask for details when you cancel your booking.

Amendment

If you wish to change your booking, please telephone/ email us in the first instance, so we can advise you if the conditions of your ticket permit any changes. If a change is permitted, we may ask you to confirm in writing that you wish to change the booking. Any changes are subject to availability, limitations and restrictions of the relevant travel supplier. If a change increases the cost of your booking, you will need to pay such extra costs. Changes of any kind will also be subject to viaholiday.co.uk’s usual administration fees.

Cancellations / Amendments by the Travel Supplier

Airlines reserve the right to make time changes, or in rare cases, to cancel flights, for operational reasons. Whilst viaholiday.co.uk is not responsible for, and has no control over, such changes, we will do our best to assist when such situations arise. In the unlikely event that your flight is cancelled by the airline or tour operator, your rights and remedies will be governed by the supplier’s conditions/ airline’s conditions of carriage. As a result you may be entitled to:
(a) carriage on another flight with the same airline without additional costs;
(b) re-routing to your destination with another carrier without additional costs;
(c) a full refund; or
(d) some other right or remedy.
In the event of schedule changes made prior to commencement of your journey, it is not always necessary to have your tickets reissued or revalidated, but we will advise you should this be necessary. viaholiday.co.uk take no responsibility for any flight rescheduling en route.