Cancellation Cover can be added at the time of booking and for 24 hours afterwards. You cannot cancel your Cancellation Cover once it has been added. These terms are applicable for bookings made from 8th January 2024. For bookings made between 22nd May 2023 and 7th January 2024 please refer to these terms. For bookings made between 5th May 2022 and 22nd May 2023 please refer to these terms. For any bookings made prior to 5th May 2022, the terms that were in place at time of booking apply.

1. IF YOU WISH TO CANCEL WITHIN 24 HOURS OF BOOKING

1.1 If you cancel a booking that was made less than 24 hours earlier, we will refund all monies paid, including the cost of the Cancellation Cover charge, even if you do not have a Qualifying Reason.

2. IF YOU CANCEL FOR A QUALIFYING REASON

2.1. For bookings cancelled for a Qualifying Reason more than 28 days prior to the start date of your holiday, we will refund all monies paid, less the Cancellation Cover charge.

2.2. For bookings cancelled for a Qualifying Reason 28 days or less prior to the start date of your holiday, you will be refunded 80% of the Total Holiday Value. “Total Holiday Value” includes the total cost of the holiday and all extras paid to Parkdean Resorts such as half board, priority arrival, cots or highchairs. The Cancellation Cover charge is not included in the Total Holiday Value.

2.3. For bookings cancelled for a Qualifying Reason on or after the holiday start date, you will receive no refund.

2.4. Qualifying Reasons include only:

a. Serious illness or injury of any named member of your party or their close relative;

b. The redundancy of any named member of your party;

c. The unforeseen occupational posting of any named member of your party.

Please note, occupational posting applies to armed forces and emergency services personnel only;

d. Jury service by any named member of your party or;

e. Death of any named member of your party or a close relative of any named member of your party.

For a. and e. above, “close relative” means spouse, civil partner, parent, grandparent, child, grandchild, brother or sister.

2.5. The Qualifying Reason must have arisen AFTER the date you made your booking, and pre-existing conditions will not be covered. You must supply documentary supporting evidence of the circumstances and the date they occurred to be entitled to the refund detailed in clause 2.1. Documents must cover the holiday dates and clearly show the qualifying reason that applies that prevents travel.

2.6. Please note, the holiday will be cancelled when we receive your request, however refunds will not be issued until adequate supporting documentation has been received, such as official court notification or death certificate.

2.7. Parkdean Resorts’ decision on whether your circumstances are considered a Qualifying Reason and whether documentary supporting evidence is adequate is final and no correspondence will be entered into about it. If Parkdean Resorts does not receive adequate supporting evidence within 3 months that your holiday was cancelled due to a Qualifying Reason, the holiday will be treated as cancelled for a Non-Qualifying Reason and a refund will be issued in accordance with clause 3.

2.8. Cancellation Cover is only for the benefit of passengers named on the booking, so you must ensure these details are correct and updated if the passenger details change. If the reason for cancellation is due to a Qualifying Reason for someone not named on the booking (or their close relative, where there is serious illness or death) before the Qualifying Reason occurred, you will not be covered.

3. IF YOU CANCEL WITHOUT A QUALIFYING REASON

3.1. For bookings cancelled more than 70 days prior to the holiday start date, the cancellation charge will be 20% of the Total Holiday Value.

3.2. For bookings cancelled 70-57 days prior to the holiday start date, the cancellation charge will be 40% of the Total Holiday Value.

3.3. For bookings cancelled 56-29 days prior to the holiday start date, the cancellation charge will be 60% of the Total Holiday Value.

3.4. For bookings cancelled between 28-1 days prior to the holiday start date, the cancellation charge will be 80% of the Total Holiday Value.

3.5. For bookings cancelled on or after the holiday start date, you will receive no refund.

3.6 You will be refunded any money that you have paid to us for your holiday over and above the relevant cancellation charge, but booking fees and fees that we charge when altering your booking are non-refundable.

4. FEES THAT WE CHARGE WHEN ALTERING YOUR BOOKING

If you wish to amend the dates of your holiday, the park at which you will take your holiday, or the name of the lead booker, we will charge you an administration fee of £40. This will be referred to in your booking confirmation as an “amend fee” or “admin fee”. You can make these changes at any time up until 1 day before your date of arrival, subject to availability. If the cost of your holiday increases, you will need to pay the additional amount. If it decreases, you will be refunded the difference if you make the change more than 70 days before the date of your arrival. If the new holiday cost is less expensive, you will not receive a refund within 70 days of travel as per standard booking terms. Extras can be removed up to one day before your date of arrival, and the cost of the extra will be refunded to you.

5. HOW TO CANCEL

If you decide to cancel your confirmed booking, please contact us as soon as possible by logging into Manage My Booking at www.parkdeanresorts.co.uk/login, or email via [email protected]. The date that you contact us is the date of the cancellation. We can only accept cancellation from the lead booking name unless you have documentary evidence which shows they are unable to cancel the booking, or we have received prior approval from the lead booking name to speak to someone else regarding the booking.

6. REFUND PAYMENTS

6.1. When you cancel your holiday and we are in receipt of any supporting documentation where required, you will receive any refund that you are due to the card that was used to make payment for your booking. If this card has expired, we will contact you to obtain your bank details to arrange a BACS transfer.

6.2. If you have used any vouchers, we do not refund vouchers.

6.3. If any bank accounts have been frozen or closed following the death of the person who paid for the holiday, we will require the executor of the estate to sign a letter of indemnity confirming that they are administering the estate, and we will arrange a BACS transfer to the executor following receipt of the fully signed letter of indemnity.