Please note that prices may vary prior to booking. If a change occurs, we will inform you before confirming your reservation. Once your travel arrangements have been priced and confirmed in your itinerary and booking confirmation, that price will remain fixed.

While we strive to provide accurate and up-to-date information, Solfairer Travel & Tours does not own or control the suppliers delivering your travel services. As such, changes may occasionally occur without prior notice from these suppliers.

If we are made aware of any changes, we will notify you either before confirming your booking or, if later, as soon as reasonably possible prior to departure.

Please also be aware that the availability of certain facilities and amenities such as restaurants, water sports, and kids’ clubs may be influenced by local conditions including weather, public holidays, or low occupancy.

All elements listed on your itinerary indicate that the airline, hotel, vehicle rental company, or tour operator has accepted your reservation via Solfairer Travel & Tours, subject to standard reservation terms unless otherwise noted.

As a traveller, it is your responsibility to arrive punctually for all flights and scheduled reservations. You must also reconfirm your arrangements when required and ensure compliance with all local government travel regulations.

We expect all guests to conduct themselves in a respectful and responsible manner toward others encountered during their journey.

We reserve the right to immediately cancel any holiday arrangements in the event of disruptive or inappropriate behaviour toward our suppliers or their representatives. In such cases, you will be fully responsible for any cancellation fees and the cost of securing alternative travel arrangements.

Please ensure that you are fully aware of all passport and visa requirements and that you allow adequate time to obtain them. We recommend that you travel with a passport that has a minimum validity of 6 months remaining at all times. This is an immigration requirement for many countries and airlines.

Passports should be Machine Readable for travel to/via many countries. If you intend visiting or transiting through other countries, please ensure you are fully aware of all relevant visa and passport requirements. If your passport is in its final year, you should check with the Embassy or country you are visiting.

Health facilities, hygiene and disease risks vary worldwide, you should obtain health advice on your specific needs as early as possible. It is your responsibility to ensure that you have fully complied with all health and immunisation requirements of the countries you may be visiting.

Please note that airlines are required by laws introduced in many countries to give border control agencies access to passenger data. Accordingly, any information that the airline holds about you and your travel arrangements may be disclosed to the customs and immigration authorities of any country on your itinerary. Please contact your travel consultant if you require further information.

Full details of your baggage allowance including weight and dimensions can be found by viewing the flight itinerary receipt or on the airline’s booking management system.

An airline may, if circumstances so require, change the day or timings of operation, divert, postpone, or delay any flight or alter the airport of departure or arrival and may without notice substitute alternate carriers or aircraft. Flight delays do regrettably happen and in such cases the airline is responsible for your arrangements where necessary.

As a general rule airline tickets cannot be rerouted or transferred to another airline. All flights must be used in sequence, as booked. Failure to do so may result in cancellation of all remaining sectors and restrict any possible refund.

Solfairer recommend checking in on-line prior to all flight departures, where possible. It is your responsibility to check the timing of your flight is unchanged.

These Terms and Conditions govern the “Guaranteed Great Customer Service or Your Holiday Free” promotion (the “Guarantee”) offered by Solfairer Travel & Tours (the “Agency”) to its eligible customers. By participating in this Guarantee, the customer agrees to be bound by these Terms and Conditions.

1. Eligibility and Duration
Eligibility: This Guarantee is only available to customers who make a new holiday booking directly with the Agency during the Guarantee Duration specified below.

Guarantee Duration: The booking must be confirmed and paid for between 5 January 2026 and 19 January 2026 (a period of 15 consecutive days). Bookings made outside this 15-day period are not eligible.

Applicable Bookings: The Guarantee applies only to the core holiday package components (e.g., flights, accommodation, transfers, pre-booked excursions) purchased from the Agency. It does not cover costs incurred independently by the customer (e.g., visa fees, travel insurance, spending money, independent travel arrangements).

2. The Guarantee Claim Process
Requirement to Travel: The customer must complete the entire booked holiday trip as per the itinerary. Claims cannot be initiated prior to the return date of the holiday.

Definition of “Bad Customer Service”: “Bad Customer Service” is defined as a failure by the Agency (or its directly contracted/managed service providers, to the extent of the Agency’s control) to meet a reasonable standard of professionalism, responsiveness, and assistance throughout the duration of the trip. This specifically relates to communication and service provision by the Agency before, during, and after the trip regarding the booked components.

Exclusions: The Guarantee does not cover:
Disputes over the quality of the holiday components themselves (e.g., food quality, hotel decor, weather, flight delays by the airline) unless the Agency’s service in handling these issues was deficient. Minor or isolated incidents that were rectified promptly upon notification. Issues arising from the customer’s failure to follow instructions or comply with reasonable
requests.

Contact and Explanation: To initiate a claim under this Guarantee, the customer must contact the Agency within 7 calendar days of returning from the holiday. The customer must provide: Booking Reference Number. A detailed, written explanation outlining the specific instances, dates, times, and personnel
involved, demonstrating why the customer service provided was bad throughout the trip.
Vague or unsubstantiated claims will be rejected.

Investigation: The Agency will conduct a thorough investigation, which may include reviewing communication logs, internal service records, and interviewing relevant personnel.
The Agency reserves the right to request further evidence or clarification from the customer.

3. Guarantee Payout
Agency Determination: Following the investigation, the Agency’s decision on whether the
claim meets the criteria for “Bad Customer Service” under these Terms and Conditions is
final and binding. Successful Claim: If the Agency determines that the customer received demonstrably “Bad Customer Service” as defined herein, the customer will be eligible for a full refund of the
base cost of the booked holiday package (excluding non-refundable items such as insurance
premiums or modification fees).

Payout Method: The refund will be processed back to the original method of payment within
30 days of the claim approval.

4. General Conditions
Modification: The Agency reserves the right to withdraw or modify these Terms and Conditions at any time without prior notice, although any existing eligible bookings will be honoured under the terms valid at the time of booking.

Fraud: Any attempt to abuse or manipulate this Guarantee will result in the immediate
rejection of the claim and may lead to further action. We hope you enjoy your holiday with us.

Please take a moment to review and understand the terms and conditions associated with any special offers linked to your holiday. Some offers may involve additional payments made directly to the property, or include benefits such as room upgrades, early check-in, or late check-out, these are often subject to availability and may only be confirmed upon arrival.

Kindly note that all special offers are subject to change and may be amended or withdrawn at any time.

Where an airline offers advance seat assignment we will endeavour to accommodate individual preferences. However these preferences cannot be guaranteed even when confirmed and all airlines reserve the right to change or cancel seat allocations.

Where an airline is in the process of improving or refreshing a cabin service or has indicated a specific aircraft type it is not possible to guarantee the improved product or the aircraft type will be available on the day of travel. These factors are due in part to aircraft rotation, equipment servicing and other operational reasons.

If any member of your party has any personal or medical condition or disability which may affect your booking, please advise before you make your booking so that we can try to confirm suitability of your chosen arrangements.

If you have a specific request such as interconnecting, adjoining, non-smoking rooms please notify your consultant at the time you make your reservation. Please note that these requests cannot be guaranteed and remain subject to availability at check-in.

The fact that a special request has been noted on your confirmation itinerary or any other documentation or that it has been passed on to the supplier is not confirmation that the request will be met. Failure to meet any special request will not be a breach of contract on our part unless the request has been specifically confirmed by us. We do not accept bookings that are conditional upon any special request being met.

Unless otherwise specified on your itinerary, hotel reservations are made on a room with breakfast included. Check in/out times vary by property. Check in is usually available after 3-4pm and check out is typically required by 10-11am.

If your onward arrangements fall outside of these times, you may request an earlier check-in or later check-out for a charge locally, subject to occupancy levels. The only way to secure different check in/out time is to pre-book an extra night.

We inform hotels of your expected arrival/departure time where possible but nothing is guaranteed in advance.

Where we act as agent, we will arrange for you to enter into a contract with the applicable Principal of your chosen travel arrangements, as specified on your booking confirmation.

As an agent we accept no responsibility for the acts or omissions of the supplier or for the services provided by the Principal.

The Principal’s terms and conditions will apply to your booking, and we advise you to read these carefully as they do contain important information about your booking.

If you’ve made a prepayment, the remaining balance must be paid by the due date provided. Failure to settle the full amount by this deadline may result in cancellation. Unless otherwise specified, all payments made to Solfairer Travel & Tours for travel arrangements are held on behalf of the Principal, in accordance with our contractual agreement.

Please note: our suppliers will never contact you directly to request additional payments related to your Solfairer booking. If you receive such a request, whether by phone or email—do not respond. Instead, notify Solfairer Travel & Tours immediately.

If you or any member of your party needs to cancel a booking, we must be notified immediately in writing. The fastest way to do this is by emailing support@solfairer.com. Cancellation must be submitted by the first named person on the booking, provided they made the payment. If the individual requesting cancellation is not the lead booker or did not pay for the booking, then written notice must be received from each adult (18+) listed on the booking.

Please note: your cancellation will only take effect once we receive written confirmation from the Principal.
All amendments and cancellations are subject to the terms and conditions of the Principal providing your travel arrangements. While we will do our best to assist, we cannot guarantee that the Principal will approve such requests. Be sure to obtain written confirmation of any changes before you travel.
The Principal may apply cancellation or amendment fees as outlined in their booking conditions. These charges can be substantial up to 100% of the total cost and typically increase as the departure date approaches.

We will inform you of the applicable charges at the time of amendment or cancellation.

Your contract is with the Principal and its booking conditions apply. As agent, we accept no responsibility for the actual provision of the travel arrangements you have booked. Our responsibilities are limited to making the booking in accordance with your instructions. We accept no responsibility for any information about the travel arrangements that we pass on to you in good faith.

We do not exclude or limit any liability for death or personal injury that arises because of our negligence or that of any of our employees whilst acting as an agent for the Principal whilst in the course of their employment for Solfairer.