Terms and Conditions

Last updated: 23 June 2025 

Gouvon Ltd t/a Medlife Holidays | Registered in England & Wales | PTS Member | ATOL Protected 


These Terms & Conditions form the basis of your contract with Medlife Holidays. Please read them carefully as they set out both your rights and our responsibilities. By making a booking with us, you agree to be bound by these Terms. 


1. Who We Are 


Medlife Holidays is a trading name of Gouvon Ltd, a UK-registered company. We are a fully bonded travel agency and a member of the Protected Trust Services (PTS). We also hold an ATOL licence, providing financial protection for flight-inclusive bookings. Depending on the booking, we may act: 


  • as a package organiser under the Package Travel Regulations, or
  • as an agent acting on behalf of third-party travel suppliers (e.g. airlines, tour operators, hotels). 


Registered office: 1/307 Garrat Lane, London, SW18 4DX 

Email: info@medlifeholidays.com 


2. Definitions & Applicability 


  • "You/your" means all persons named on the booking.
  • "Holiday" means any combination of travel services including flights, accommodation, transfers, car hire, and excursions.
  • A contract is formed when we issue written confirmation following payment. These Terms apply to all Medlife Holidays bookings unless explicitly stated otherwise. 


3. Governing Law & Jurisdiction 


These Terms are governed by English law and subject to the exclusive jurisdiction of the courts of England & Wales. You may choose the laws and courts of Scotland or Northern Ireland if you live there. 


4. Financial Protection


  • ATOL Protection: All flight-inclusive holidays are ATOL protected, and you will receive an ATOL Certificate.
  • PTS Protection: All bookings are protected under the PTS. Customer funds are held in a secure trust account until after travel has been completed. 


You are fully protected in the event of supplier failure or company insolvency. If you book travel services separately, those may not form a protected package. 


5. Booking Process 


  • By booking with us, the lead traveller confirms they are authorised to act on behalf of all passengers.
  • It is your responsibility to provide accurate details (names, dates, passport numbers, etc.) and to check your confirmation carefully.
  • Booking errors must be reported immediately. Changes made later may incur charges. 


6. Payments 


  • A deposit or full payment is required at the time of booking. The exact amount will be advised during the process.
  • Final balance must be paid by the due date listed in your confirmation.
  • Failure to pay may result in cancellation of your booking, with charges in line with the supplier’s cancellation policy.
  • We only accept payment via secure debit/credit card or authorised payment platforms. Do not transfer funds into personal accounts. 


7. Amendments & Cancellations by You

 

  • All changes or cancellations must be sent in writing and confirmed by us.
  • You may be charged administration fees, supplier cancellation fees (which can be up to 100%), and non-refundable deposits.
  • If you have travel insurance, you may be able to reclaim some or all costs through your insurer.
  • Under the Package Travel Regulations, you may cancel without penalty if "unavoidable and extraordinary circumstances" significantly affect your booking. 


8. Changes or Cancellations by Us or the Supplier


Occasionally, we or the supplier may need to make changes or cancel a booking: 


  • Minor changes (e.g. flight time changes under 12 hours) may occur and do not qualify for compensation.
  • Significant changes (e.g. hotel downgrade, change of departure airport, flight delay over 12 hours) entitle you to:
  • Accept the new arrangement
  • Accept an alternative of equal or better value
  • Cancel and receive a full refund, plus compensation where applicable
  • If we cancel your holiday, you’ll receive a full refund and assistance in arranging alternative options. 


9. Documentation Requirements 


  • You must ensure all travellers have valid passports (usually valid for 6 months post-return), visas, and health documents.
  • We can provide general advice, but it is your responsibility to meet destination entry requirements. 


Useful links: 

gov.uk/foreign-travel-advice 

travelhealthpro.org.uk 

travelaware.campaign.gov.uk 


10. Insurance


  • Comprehensive travel insurance is strongly recommended and may be required by some suppliers.
  • Your policy should cover cancellation, medical emergencies, lost baggage, repatriation, and supplier failure.
  • Failure to disclose medical conditions could invalidate your policy. 


11. Final Travel Arrangements 


  • Please review all travel documents carefully before departure.
  • Reconfirm flights with your airline where required.
  • Arrive in good time for check-in. We are not liable for missed departures due to late arrival or documentation issues.


12. Behaviour & Conduct 


• You must behave responsibly and comply with local laws and customs. 

• We reserve the right to terminate your booking without compensation if your behaviour causes offence, distress, or danger to others. 


13. Our Liability 


  • If we are the organiser, we are responsible for the proper performance of the services in your package.
  • If we act as an agent, responsibility lies with the supplier.
  • We are not liable for:
  • Circumstances beyond our control (force majeure)
  • Indirect or consequential losses
  • Missed flights or connections due to personal delays 


Our liability is limited to a maximum of three times the price of your booking (except in cases of death or personal injury due to negligence). 


14. Prices, Errors & Increases 


  • Prices are based on live data and subject to change until confirmed.
  • If a clear error occurs (e.g. a £2 holiday), we reserve the right to cancel.
  • If the total cost increases by more than 8% before final payment, you may cancel and receive a full refund. 


15. Delivery of Documents

 

  • Travel documents are sent via email or post.
  • Once issued, we are not liable for loss unless caused by our negligence. • You can request tracked delivery at additional cost. 


16. Third-Party Services

 

  • We may book extras such as car hire, excursions, or resort services on your behalf.
  • These are supplied by third parties and subject to their own terms.
  • We are not liable for their performance or delivery. 


17. Transfers of Bookings 


  • You may transfer your booking to another person, subject to supplier terms, availability, and applicable name-change fees.
  • Requests must be made in writing at least 7 days before departure. 


18. Complaints Procedure

 

If you experience a problem: 


  1. Report it immediately to the supplier and our team.
  2. If unresolved, submit a formal complaint within 28 days to:   customerservice@medlifeholidays.com 
  3. We aim to respond within 14 working days and resolve within 8 weeks.
  4. If unresolved, you may use the TTA ADR Scheme or the Online Dispute Resolution platform. 


19. Data Protection & Cookies 


We are committed to safeguarding your data under the UK GDPR. Please see our [Privacy Policy] and [Cookie Policy] for full details on how we process your personal information. 


20. Changes to These Terms 


We reserve the right to update these Terms at any time. The applicable version will always be the one available on our website at the time of booking. 


21. Contact Us 


Medlife Holidays (Gouvon Ltd) 

Email: account@medlifeholidays.com 

Registered office: 1/307 Garrat Lane, London, SW18 4DX