If you decide to cancel your confirmed booking you must notify us in writing. Your notice of cancellation will only take effect when it is received in writing, via email, by the lead passenger.

Since we incur costs in cancelling your holiday, you will have to pay the cancellation charges as follows:

Period before departure in which you notify us:

• More than 84 days (12 weeks) – loss of deposit

• Between 84 days and 43 days – 50% of holiday cost or loss of deposit (whatever is greater)

• Between 42 days and 22 days – 75% of holiday cost or loss of deposit (whatever is greater)

• Between 21 days and 8 days – 90% of holiday cost or loss of deposit (whatever is greater)

• 7 days or less – 100% of holiday cost cancellation charge

The cancellation charges above have been calculated as a genuine pre-estimate of the losses we would incur in the event you cancelled your holiday within the stipulated time period, taking into account the charges we will incur from our suppliers (some of which will be up to 100%). You can find our booking conditions here. 

If you selected the "Low Deposits" payment plan:

At the time of booking, a low 1st deposit of £99 per person is required to secure the booking. This option is designed to make securing a holiday more accessible by spreading the full deposit across three instalments.

The remaining deposit is split into two equal instalments (2nd deposit and 3rd deposit).

• If you cancel before the due date of the 3rd deposit, you are still responsible for paying the full deposit amount (including all deposit instalments).

• These deposits are non-refundable in line with clause 19 of our booking conditions.

• The final balance will be due on the date shown at checkout when you purchase your holiday and can also be found in the “Your Payments” section of your MyBooking account.

• All deposit instalments and the final balance will be automatically charged to the same credit/debit card used for your 1st deposit. You will be notified of the due dates prior to booking.

If you selected the "Pay in Full" payment plan:
Please contact our friendly customer support team, and we’ll be happy to confirm what your deposit amount is for your booking. 

Travel Insurance: 

We always recommend checking your travel insurance policy if you need to cancel your holiday. If the reason for your cancellation is covered under the terms of your policy, you may be able to reclaim these charges. We can help provide the relevant documentation to support your claim. If you would like us to do so, please email us at customers@heidi.com.