Legal
Cancellations and refunds
What happens if you need to change or cancel, in plain terms. This policy sits alongside our terms of business.
The short version
Whether a booking can be cancelled or changed, and what it costs, is decided by the supplier who provides the travel — the airline, hotel or operator — and not by us. We will always tell you what the charge will be before we do anything, and we will never cancel or amend a booking without your instruction.
How to cancel or change
Contact the person who arranged your booking, by telephone or in writing. We will confirm in writing what you have asked for, tell you the charge that applies, and act only once you have confirmed you want to proceed.
Charges
Cancellation and amendment charges vary widely. Many airline fares are non-refundable once ticketed, though the taxes may be recoverable. Hotel rates are often refundable up to a stated date and non-refundable afterwards. Tour operator packages usually carry a sliding scale of charges based on how close to departure you cancel. The terms applying to your booking are given to you in writing before you pay.
Our own charges
We do not make a cancellation charge of our own on leisure bookings. Where a supplier charges an amendment or cancellation fee, that charge is passed on to you at cost. Where a third party charge is unavoidable — a ticket-on-departure fee, for example — we tell you the amount before we incur it.
Refunds
Where a refund is due it is paid to the person who made the payment, by the method the payment was made, once we have received it from the supplier. Airline refunds in particular can take several weeks and occasionally longer; we will chase them and keep you told.
If we cancel
If we are unable to provide a service you have paid for and the fault is ours, we will refund you in full. If a supplier cancels, your rights are those given by that supplier’s terms and by law, and we will help you exercise them.
Card payments
Payments made by debit or credit card are processed by our payment provider. Refunds are returned to the card used for the original payment.
Contacting us
Fennmore Limited, Carlile Institute Business Centre, 54 Huddersfield Road, Meltham, Holmfirth, HD9 4AE. Email hello@fennmore.com. Registered in England and Wales, company number 17357755.