What is your cancellation policy?

Published 02/08/2018 11.41 AM  | Updated 05/09/2019 04.00 PM
We always hope that you don't need to cancel your holiday booking. If you do, please call our team on 0333 202 5435 as soon as you know so that we can offer you alternative options.
 
If you have Haven Holiday Protection please follow the below steps.
 
  1. Call us as soon as you can or, if you booked through a booking agent, please call your agent.
  2. We will then cancel your holiday. If you require a refund, then we may ask you to send written proof of why you need to cancel such as a doctor's certification or court notification. If so, please send a scan or photocopy of the evidence to enquiries@haven.com within 48 hours of our request and prior to your holiday start date.
  3. If we've requested written proof of why you need to cancel, then please wait to hear from us regarding any refund due - and the amount (which may be reduced by bank charges).
  4. Wait for us to pay your refund (which may take up to 10 days).
Please note: Cancellation charges are calculated from the date we receive your verbal instructions.

If you have our Haven Holiday Protection and you are cancelling for sickness, redundancy, jury service or bereavement
 
 
Number of days before the start of your holiday Our refund
Two days (48 hours) or more Full refund 
Two days (47 hours, 59 minutes) or less 30% refund of your total holiday cost
 
 
If you have our Haven Holiday Protection and you are cancelling for any other reason
 
Number of days before the start of your holiday What you'd get back
70 days or more Full refund minus your deposit paid, and any amount paid for Haven Holiday Protection
69-43 days 70% refund, minus any deposit paid, and any amount paid for Haven Holiday Protection
42-29 days 50% refund, minus any deposit paid, and any amount paid for Haven Holiday Protection
28-8 days 10% refund, minus any deposit paid, and any amount paid for Haven Holiday Protection
7 days or less No refund
 
 
If you have not taken our Haven Holiday Protection and you cancel your holiday, we will not issue a refund and you will need to claim back through your holiday insurance provider. However, we will always aim to provide you with as many options as we can; for example, it may be possible for you to add more guests to a booking or change a name on the booking, but this will be subject to certain identification checks and may be subject to further charges. There's also a minimum £20 admin fee for any changes. Please call our team and we will discuss all possible options with you.
 
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