Refund Policy

HolidayMerchant.co.uk (operated by Golden Dust UK Ltd) is committed to providing clarity and fairness in its refund procedures in full compliance with UK law and the Package Travel Regulations 2018. If we cancel a package holiday or significant component thereof, you are entitled to a full cash refund within 14 calendar days of cancellation, and you may decline alternative offers such as vouchers or credit notes (ukecc.net, GOV.UK). We will process refunds using the same payment method you originally used, regardless of whether we have received corresponding funds from third‑party suppliers (GOV.UK). If your arrangement continues legally but you choose to cancel, any cancellation fees must be reasonable and justifiable under the Package Travel Regulations; unfair retention clauses, such as “no refund in all circumstances,” are likely to be invalid (GOV.UK). In the event of unavoidable and extraordinary circumstances (for instance, FCDO travel bans, natural disasters, or epidemics), you are entitled to a full refund free of cancellation charges (GOV.UK).

If you paid using a credit card and the amount paid for travel exceeds £100, you may be protected under Section 75 of the Consumer Credit Act 1974, allowing you to claim from your card provider if we fail to refund. For payments under £100 or via debit cards, you can pursue a chargeback claim within 120 days, though it is a voluntary scheme and not a legal entitlement. Use of PayPal may also provide protection, but you must raise any dispute within 180 days of payment.

If you receive any form of Refund Credit Note (RCN) from us, rest assured: you retain the right to request an equivalent cash refund at any time (GOV.UK). RCNs are not vouchers; they carry financial protections and are refundable on demand, without you having to book another trip (GOV.UK).

Please note: Service, booking and advisory fees, card processing fees, and commissions are non‑refundable, whether cancellation is client‑initiated, by the supplier, or under force majeure (holidaymerchant.co.uk). Refunds for unused supplier services may be subject to the provider’s policies; we will work to obtain refunds, but your ultimate entitlement depends on the provider terms. If a force majeure event beyond our control (e.g. civil unrest, pandemic, government restrictions) impacts your travel booking, we will facilitate any refunds or credits available from suppliers, but required fees remain non‑refundable.

We hold full ATOL‑scheme financial protection for applicable package holidays, ensuring reimbursement or repatriation in case of insolvency. Prior to booking, we advise customers to check whether their itinerary qualifies as a package holiday, as defined under UK law, to understand applicable regulatory protections.

To request a refund, please submit a cancellation or refund request in writing via email or post, quoting your booking reference, and specifying whether you’re seeking a refund under operator cancellation, client cancellation, or force majeure. Keep a copy of all correspondence. If offered a voucher and you prefer a cash alternative, state this preference clearly. If you encounter delays beyond 14 days for refunds due to complex supplier processes, you may escalate via your credit card Section 75 or chargeback channels, or seek redress from Citizens Advice or the Financial Ombudsman (GOV.UK).

In sum, HolidayMerchant.co.uk provides refund rights that reflect UK legal requirements and consumer protection frameworks: full, timely cash refunds for cancellations by us; fair and proportionate deductions for client‑initiated cancellations; entitlement to cash over credit for cancellations; and robust alternative redress available under credit card protections.