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Call us on 01707 817311

  • Mon to Fri09:00 - 17:00
  • SaturdayClosed
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Call us on 01707 817311

  • Mon to Fri09:00 - 17:00
  • SaturdayClosed
  • SundayClosed

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Book and Travel with us in Complete Confidence

 While the world might feel a little uncertain, you can still book with us in complete confidence. We've always had flexible booking conditions and in these uncertain times we are more committed than ever to offer the flexibility you need. 

Our Covid-19 Refund Guarantee

  • If we cancel your holiday - we will offer you a transfer or full refund if we have to cancel your holiday for any reason. 
  • If you want to cancel your holiday due to Covid-19 - you will receive a refund of any recoverable costs if you or anyone in your party has to cancel for a COVID-19 reason within four weeks of departure up and including the day of departure. 

We reserve the right to withdraw our COVID-19 Refund Guarantee at any time. Please see below for terms and details of non-refundable costs.

Flexible Deposits

  • You can transfer your deposit to another booking without incurring any admin fees.
  • This applies up to the balance due date of your holiday and excludes any non-refundable services. (More information about these below)

Secure Financial Protection 

  • Your flight inclusive holiday is protected through our ATOL membership
  • All other holidays are protected under our ABTA bond 

Covid-Safe Travel

We will only run holidays when all elements of a trip meet our strict covid-safe criteria. This means we will only operate to destinations which are open to tourists, we know in advance there will be reliable airline access and every element is covid-safe. We will only operate to destinations where we aware in advance that you don't have to quarantine on arrival.  

  • Detailed safety plans
  • Small groups accompanied by trained leaders. You will always have someone on the ground with you during your holiday to adapt arrangements locally if necessary. 

More information 

  • If we are unable to operate your holiday due to Covid-19, or for any other reason, you can transfer your booking to a later departure, choose another holiday, or request a full cash refund. Refunds will be processed within 14 working days.
  • The right to cancel in accordance with these terms applies to any new booking until further notice. We reserve the right to withdraw our COVID-19 promise at any time.
  • Flexible deposit policy - If anything comes up that prevents you travelling you have the flexibility to switch your booking to a different tour or a different date, with no financial penalty. We understand you may feel uneasy in these uncertain times so if you decide you’d prefer to defer travel to a later date or to a different destination, you can do so. Just let us know by emailing us, and we’ll issue you a credit voucher for 100% of your deposit payment, which can be redeemed against another booking.
  • The flexible deposit policy applies only up to the balance due date for your holiday, and excludes any non-refundable services. These are services that RWH pays for in advance and cannot be recovered (more information below).
  • Non-recoverable costs: It is important to be aware that there are two kinds of cost which we may have incurred on your behalf. Those that form part of your deposit, which we refer to as ‘non-refundable deposits’ and costs that we incur closer to your departure date, known as ‘non-recoverable costs’. When you first make your booking, we may need to commit to certain services straight away to secure your trip. These might include paying for flights that need to be booked and paid for up-front or even costs to confirm specific accommodation or excursions.

What do I do if I need to cancel due to Covid-19?

  • If the reason for your cancellation is covered under the terms of your insurance policy, you must seek to reclaim these cancellation charges from your travel insurance provider in the first instance.
  • You must notify us as soon as possible and provide us with written official evidence of the valid Covid-19 reason for the cancellation. If you are unable to provide such evidence at the time of cancellation please notify us as soon as possible.
  • Valid Covid-19 reasons include a positive Covid-19 test result, an instruction from NHS Track and Trace to self-isolate or a government requirement to self-isolate due to contact with a person who has, or may have, Covid-19.
  • Your Covid-19 reason must prevent you from travelling on your holiday taking into account UK government coronavirus guidance or that of your country of residence.

How did you handle the cancellations of your tours in 2020?

Our priority throughout has been to only operate holidays where it is safe to do so, and to keep our customers well-being and safety at the forefront of our planning.  Where cancellations have become necessary, we also believe that keeping in touch with our customers, keeping their monies secure and offering either transfers to alternative holidays or full refunds in good time is of paramount importance.  

We want to do the right thing and for you to feel confident in our commitment to always providing the highest level of service. Since early summer 2020 we were able to refund customers within 14 days and we are continuing to do so, although of course many of our customers are choosing to rebook to alternative holidays. We think this is indicative of just how much you have missed travelling with us and we in turn can’t wait to welcome you on one of our forthcoming trips.

What if the FCDO advice changes between booking and departure?

As you would expect, we are continuously monitoring the UK government, public health, and industry advice as well as information from our destinations on how they’re keeping travellers safe and able to enjoy their holiday. If the FCDO were to advise against travel to a country, then we will not operate a trip there and our Covid-19 Refund Guarantee would be in place.

Last updated - 2/6/2021