Terms and Conditions

BOOKING TERMS AND CONDITIONS

These Booking Conditions, together with our Privacy Policy, any other written information brought to your attention before we confirmed your booking, and our website terms and conditions (if applicable), govern your booking with Wallmark Travels and Tours Limited, trading as Wallmark Holidays (registered number 14805552, registered office: 710 Romford Road, London, United Kingdom, E12 6BT).

Please read these Booking Conditions carefully before making any bookings. References to “you” and “your” mean all persons named on the booking (including anyone added or substituted later). By making a booking, you confirm that you:
•       Have read and agree to these Booking Conditions.
•       Consent to the use of personal data in accordance with our Privacy Policy and are authorised to provide such data for all persons listed on the booking.
•       Are over 18 years of age.
•       Accept financial responsibility for payment of the booking on behalf of all persons named.

1. PACKAGES WE ORGANISE

Where we combine and sell two or more different types of travel services (e.g., flights and hotels) to create a package holiday, your contract(s) will be with the relevant supplier(s). However, Wallmark Holidays acts as a package organiser and accepts responsibility for the performance of those contracts under the Package Travel and Linked Travel Arrangements Regulations 2018 (“Package Travel Regulations”).

We also arrange financial protection for your package holidays as required by these regulations.

2. GENERAL TERMS FOR ALL BOOKINGS

2.1 Contracts with Third-Party Suppliers

When you make a booking, we facilitate the creation of a contract between you and the third-party suppliers (e.g., airlines, tour operators, hotels, car hire companies). The booking is confirmed once we issue a confirmation document.

Your contract will be governed by:
•       These Booking Conditions.
•       The third-party suppliers’ terms and conditions.

If there is any conflict between the two, the supplier’s terms will take precedence  over unless they are invalid or unenforceable under English law, in which case our terms will apply.

2.2 Agent Responsibility

As an agent, we are not responsible for the acts or omissions of the suppliers or the services provided unless we are the organiser of your package holiday (as defined under the Package Travel Regulations). In such cases, we will assume responsibility for the performance of those travel services.

3. CANCELLATIONS

3.1 Cancellation by the Client

If you or any member of your party wishes to cancel, the party leader must notify us in writing (via recorded post or email). The cancellation will only be effective when received by our office.

Charges for cancellation are as follows:
•       More than 8 weeks before departure: Full deposit retained.
•       8 weeks or less before departure: 100% of the total holiday cost.

Additional Terms:
•       If you cancel a flight-inclusive holiday where flights were paid separately, the full cost of the flights will also be payable if cancelled less than 8 weeks before departure.
•       A booking can be transferred to another person if:
•       We are notified at least 2 weeks before departure.
•       All additional costs (e.g., amendment fees and supplier charges) are paid.
•       Airline tickets can be changed (note that airlines often do not allow name changes).

3.2 Cancellation by Wallmark Holidays or Force Majeure

Occasionally, we may need to make changes to your booking or cancel it due to unforeseen circumstances, including but not limited to:
•       Significant changes: Examples include lower-standard accommodation, changes to departure time or duration by 12+ hours, or departure locations 100+ miles away.
•       Force majeure: Events beyond our control, such as natural disasters, pandemics, or government restrictions.

Options if a significant change occurs before departure:
1.      Accept the revised arrangements.
2.      Rebook an alternative holiday (if available) at no extra cost.
3.      Cancel and receive a full refund.

No compensation will be provided for changes caused by extraordinary circumstances.

4. YOUR FINANCIAL PROTECTION

4.1    Many of the travel arrangements that we sell are protected in the case of the financial failure of the travel company. Please ask us about the protection that applies to your booking.

4.2    When you buy an ATOL protected flight, or flight inclusive holiday 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. 

4.3    Please note that ATOL protection is not available for flights with low-cost carriers or where your payment is made direct to airlines unless they are part of a package (see “Where we are package organiser” below). Where necessary, we will add supplier failure insurance to your booking automatically. This protects you by insuring us against the costs of refunding or replacing your booking if a supplier fails. If applicable we will charge an administration fee for supplier failure cover which will be shown on your booking confirmation.

4.4    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).

4.5    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. 

5. AMENDMENTS TO BOOKINGS

If you wish to make changes to your booking (e.g., change of dates or itinerary), you must notify us in writing. Amendments may incur:
•       A £30 amendment fee per passenger.
•       Supplier amendment charges (if applicable).

6. NON-REFUNDABLE SERVICES

Certain services (e.g., flights, accommodation) may be non-refundable, as specified at the time of booking.

7. SPECIAL CIRCUMSTANCES

7.1 Bereavement

In the event of a death in your immediate family or among your travelling party, we may assist in rescheduling or obtaining refunds subject to supplier policies. Relevant documentation (e.g., a death certificate) will be required.

7.2 Medical Emergencies

For cancellations due to medical reasons, we may assist with rescheduling or refunds, subject to supplier terms. Documentation (e.g., a doctor’s note) will be required.

8. TRAVEL INSURANCE

We strongly recommend purchasing travel insurance at the time of booking to protect against unforeseen cancellations, emergencies, or disruptions.

9. REFUND PROCESS

Refunds (if applicable) will be processed within 14–21 business days after confirmation of cancellation. Delays may occur depending on the supplier’s policies and payment methods.

10. COMPLAINTS PROCEDURE

If you have a complaint:
•       Address it to the relevant supplier (e.g., airline or hotel) immediately while on holiday.
•       If unresolved, contact us at complaints@wallmarkholidays.co.uk after your trip.

We will assist you in liaising with the supplier, but the responsibility lies with the supplier.

11. DELIVERY OF DOCUMENTS

Travel documents will be sent via email or post upon full payment. Loss of documents caused by your actions will incur reissue costs.

12. TRAVELLER RESPONSEBILITIES

It is your responsibility to review all terms and cancellation policies before booking. Non-adherence may result in forfeiture of any refund.

13. AMENDMENTS TO TERMS 

We reserve the right to amend these Terms at any time. Any changes will be posted on our website and will apply to bookings made after the effective date of the amendments.

14. PRIVACY AND DATA PROTECTION

14.1 We are committed to protecting your personal data in accordance with the General Data Protection Regulation (GDPR) and applicable UK laws.
14.2 For details on how we handle your data, please refer to our Privacy Policy.

15. GOVERNING LAW AND JURISDICTION

These terms are governed by English law. Disputes will be resolved in English or Welsh courts unless you reside in Scotland or Northern Ireland, in which case local laws apply.

For further assistance, please contact us at:
•       Phone: 0204 520 4646
•       Email: Contact@Wallmarkholidays.co.uk
•       Address: 710 Romford Road, London, United Kingdom, E12 6BT

By proceeding with your booking, you acknowledge that you have read, understood, and agree to these Terms and Conditions.