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Cancellations

Cancellations by the customer

Substitution or cancellation by UHC

Cancellation guarantee

Cancellations by the customer

The user may relinquish the services requested or booked at any time and retains the right to receive a reimbursement for the amounts paid, whether paid in full or part, but will be held liable to pay Universal Holiday Centre the charges indicated below:

• If the cancellation is made over 30 days in advance of the arrival date, UHC will retain 5% of the amount paid.

• If the cancellation is made less than 30 days in advance of the arrival date, UHC will retain 50% of the amount paid.

• If the cancellation is made less than seven days in advance of the arrival date, UHC will retain 100% of the amount paid.

In no case will the amount paid for handling charges be returned. We can only accept a cancellation request when made by the person responsible for the booking. A travel companion is not considered as being the responsible party and is therefore not able to cancel the reservation.

To make a cancellation, you can inform us initially by telephone, although an e-mail confirming your cancellation must always be sent to info@universalholidaycentre.com Following this, you will receive confirmation of the cancellation in writing.

Substitution or cancellation by UHC

• In the case of Force Majeure (damages caused by water, war, fire, etc.) UHC will substitute the reserved accommodation for another of similar or superior characteristics, or cancel the contract and refund all payment made.

• Groups of young people: in the case of groups of people under 21, UHC will cancel the contract and will not refund any of the payments made.

Cancellation guarantee

As unexpected things can happen which might mean having to cancel your well-deserved holiday, UHC offers you a CANCELLATION GUARANTEE which gives you peace of mind should you have to cancel your holiday for the reasons specified below. For this guarantee to be valid, the agency must be informed of the cancellation at least three working days following the event causing the cancellation. A full list of the reasons covered by this guarantee is given below. All cancellation requests must be accompanied by precise and unequivocal proof and sent by certified post. The cancellation guarantee only ensures the reimbursement of the quantity paid for the booking and does not include handling charges and the cost of the cancellation guarantee. In no case does it cover any other costs related to your stay (transport, childcare, etc.)

Price: dependent on the accommodation booked and the length of stay. For more information please contact the booking office on 00 34 902 733 780 or via e-mail on info@universalholidaycentre.com

The cancellation guarantee becomes invalid from the beginning of your stay and will not be considered valid should any of the following incidents occur during your stay:

• Serious bodily injury, serious illness or death of the person responsible for the booking or their partner, descendants or ascendants. Serious illness is understood as being an alteration in the person’s health which has been verified by a competent medical authority and means that they person is unable to go out or carry out any type of professional or other activity. A serious accident is understood as being a non-deliberate accident on the part of the victim caused by a sudden action from an exterior source which would impede the person from getting around.

• Redundancy or dismissal of the person responsible for the booking or their partner on the basis that notification from the employer was received after the guarantee came into force.

• Damages suffered in the holder’s main residence as a consequence of a fire, water damage, storm or natural catastrophe.

• Delivery of an adopted child.

• Surgical procedure undergone by the insured party, their partner or a first or second degree family member.