1. Your Holiday Contract
By making a booking, you confirm that you have the authority to accept these booking conditions on behalf of all members of your party. A contract will exist once we accept your deposit or full payment and issue a confirmation invoice. These conditions, together with the details on our website, form the basis of your contract with us. We reserve the right to decline any booking. No variation to these terms will be valid unless agreed by us in writing.
Diamond Star Experience Ltd is a trading name of Diamond Star (administrative offices: 16 Whitemoor Drive, Shirley, Solihull, B90 4UL). We are a member of the Travel Trust Association (TTA No: Q531X) and hold ATOL Licence No: T7641. This contract is deemed to have been made at our administrative offices and will be governed by English law, unless you reside in Scotland or Northern Ireland and choose otherwise.
2. Your Financial Protection
All package holidays booked with us are fully financially protected by the Travel Trust Association (TTA No: Q531X) and ATOL (Licence No: T7641). For full details, please visit:
http://www.diamondskyholidays.com/faqs
https://siteapps.caa.co.uk/check-an-atol/
3. Your Holiday Price
(i) Prices on our website are subject to change. You will be advised of the current price at the time of booking.
(ii) A deposit and any applicable supplements must be paid when booking. The balance is due no later than 12 weeks before departure. If payment is not received on time, we reserve the right to cancel your booking and retain your deposit.
(iii) Prices may increase due to changes in transportation costs (e.g., fuel, taxes, fees, or exchange rates). No increase will apply within 30 days of departure. We will absorb up to 2% of any such increase. You will be required to pay anything above that, plus a £100 administration fee per booking. If the increase exceeds 10%, you may cancel for a full refund (excluding amendment fees) within 14 days of receiving the revised invoice. Any price decrease over 2% will be refunded.
4. If You Change Your Booking
Once confirmed, changes may be possible (e.g., change of departure date or airport) for an administration fee, which will be confirmed at the time. Charges may increase closer to departure. No fee is charged for adding car hire, insurance, or extra passengers to the same booking. All changes must be requested in writing by the lead passenger or your travel agent. If the party size changes, the total price will be recalculated.
5. If We Change or Cancel Your Travel Arrangements
We reserve the right to make changes to or cancel your booking. Minor changes (e.g., flight time changes under 12 hours, aircraft changes, or alternative accommodation of similar standard) will not qualify for compensation.
In the event of a major change, we will offer you the choice to:
• Accept the change;
• Accept alternative arrangements (with a refund of any price difference if lower);
• Cancel and receive a full refund.
Compensation (excluding force majeure):
• More than 84 days before departure: Nil
• 43–83 days: £20
• 29–42 days: £40
• 15–28 days: £50
• 0–14 days: £70
No compensation is payable if changes result from force majeure (e.g., war, natural disasters, pandemics, or other events beyond our control).
6. If You Cancel Your Travel Arrangements
Cancellations must be notified in writing by the lead passenger. Charges apply from the date we receive your notice:
Flight-Based Packages:
• More than 84 days: Loss of deposit (minimum £500 per person)
• 57–83 days: 40% or deposit (whichever is greater)
• 46–56 days: 60% or deposit (whichever is greater)
• 22–45 days: 80%
• 15–21 days: 90%
• Less than 14 days: 100%
Cruise-Only Holidays:
• More than 240 days: Loss of deposit (minimum £500 per person)
• 180–240 days: £400 + deposit
• 90–179 days: 35%
• 30–89 days: 85%
• 0–29 days: 100%
Non-Flight Packages:
• More than 84 days: Loss of deposit
• 57–83 days: 30% or deposit (whichever is greater)
• 46–56 days: 50% or deposit (whichever is greater)
• 22–45 days: 70%
• 15–21 days: 90%
• Less than 14 days: 100%
Please note: Flight costs are non-refundable. We strongly recommend purchasing comprehensive travel insurance.
7. If You Have a Complaint
If you experience a problem, please raise it immediately with the relevant service provider (e.g., hotelier or cruise company). If not resolved, contact us straight away to allow us the opportunity to assist. If you do not inform us during your holiday, we cannot be held responsible afterwards. If the issue remains unresolved, you must write to us within 28 days of your return. Compensation will not be payable if the issue arose from force majeure.
8. Our Liability to You
We are responsible if services are not supplied as promised unless this is due to:
• Your actions or omissions;
• A third party unconnected with your booking;
• Unavoidable and extraordinary circumstances.
Except in cases involving death or injury, our liability is limited to three times the cost of your holiday. We benefit from the limitations in international conventions (e.g., Montreal, Athens). EU Regulation 261/2004 covers compensation for flight issues such as denied boarding or long delays.
9. Prompt Assistance in Resort
If you experience difficulty due to the failure of third parties or extraordinary circumstances, we will provide appropriate prompt assistance.
10. Passport, Visa & Immigration Requirements
You are responsible for ensuring you comply with all visa, passport, and entry requirements. These can change frequently. We are not liable if you are unable to travel due to failure to meet such requirements.
11. Your Responsibility
You must check in at least 2 to 3 hours before your flight and reconfirm your return flight details. Disruptive behaviour may lead to termination of your travel arrangements with no refund. Airlines reserve the right to refuse boarding to disruptive passengers.
12. Flight Delays
Airlines are required to provide refreshments during delays. Travel insurance may cover long delays. Please note, infants must be under 2 years old on the return flight.
13. Travel Advice
Please consult current UK government travel advice before departure at:
www.gov.uk/foreign-travel-advice
https://travelaware.campaign.gov.uk
14. Cancellations Due to FCDO Advice
If you book knowing that the FCDO advises against non-essential travel, normal cancellation terms apply. The same applies if advice changes after booking. We are not responsible for COVID-19-related costs (e.g., tests, isolation, denied boarding). Suppliers may impose safety measures such as mask-wearing or distancing—these are for your protection.
Events Beyond Our Control: We do not accept liability or offer refunds for disruptions caused by war, natural disasters, epidemics, government restrictions, or other force majeure events.
15. This Website
This website is published by Diamond Star Experience Ltd and is not affiliated with any airline mentioned. While every effort is made to ensure accuracy, changes may occur after publication. All content is protected by copyright.
© Diamond Star Experience Ltd. All rights reserved. Reproduction without written permission is prohibited.
© Copyright, Diamond Star Experience Ltd. All rights reserved by Diamond Star Experience Ltd. No copy, reproduction or transmission of whole or parts of this publication may be made without written permission of the copyright owners.
