Effective date: 9 October 2026

Please read these booking conditions before booking. They explain who your contract is with, the protection that applies and your rights and responsibilities. The lead booker must be at least 18, have authority to accept the applicable conditions for the party and communicate them to other travellers or their parents or guardians.

1. About us and how these conditions work

1.1 We are Latitude 40 Enterprises Limited, trading as Portugal Holidays, a company registered in England and Wales under company number 01209645. Our registered office is 21A Pembridge Road, London W11 3HG; this address is not open to the public. You can contact us at info@portugalholidays.co.uk or on 0207 871 7036. We hold Air Travel Organiser’s Licence number 9952.

1.2 In these conditions, “you” and “your” mean the lead booker and every person named on the booking. “We”, “us” and “our” mean Latitude 40 Enterprises Limited. “Supplier” means any airline, hotel, transport provider, car-hire company, tour operator or other provider of a travel service.

1.3 These conditions apply to consumer bookings, including consumer group bookings. Travel purchased under a general agreement for business travel is governed by that agreement. Separately agreed booking terms apply only to the extent that they were disclosed and accepted before booking and do not restrict mandatory statutory rights.

1.4 Our role will be stated before you book and on your confirmation. We may act as: (a) organiser of our own flight-inclusive package; (b) retailer or agent for a package organised by a named third-party tour operator; or (c) agent for a named supplier of a flight-only, hotel-only or other individual travel service. We do not organise or sell our own non-flight packages. The legal nature of a booking depends on the arrangements actually sold, not simply the description used on an invoice.

Our role is determined by law. Booking services on separate invoices or contracts does not by itself prevent them forming a package. These conditions do not exclude any duties that apply if the actual booking is a package or linked travel arrangement.

1.5 Sections 1 to 8 and 19 to 23 apply to all bookings. Sections 9 to 17 apply where we organise your flight-inclusive package. The ATOL provisions in sections 9.3 to 9.6 also apply to flight-only sales protected under our ATOL. Section 18 applies where we act as retailer or agent. Where another ATOL holder provides protection, its identity, ATOL number and applicable protection conditions will be supplied. Mandatory legal rights take priority over conflicting wording.

1.6 The contract includes the booking information supplied before you book, these conditions and our confirmation. Where relevant, it also includes the identified supplier or third-party organiser conditions, which we will provide or link to before you commit to the booking. No supplier term reduces our statutory responsibilities as package organiser. Changes to binding pre-contract information require express agreement where the law requires it.

2. The lead booker and your information

2.1 The lead booker must be at least 18 and have authority to book and accept the applicable conditions for everyone named, including on behalf of children. The lead booker is responsible for payment and for communicating booking information to the party. We may act on instructions from the lead booker or a person whom the lead booker authorises. A chargeable change must be authorised before we make it.

2.2 You must give us accurate names exactly as shown on each traveller’s passport or other travel document, together with all other information reasonably required for the booking. You must check our confirmation, ATOL Certificate, tickets and other documents as soon as you receive them and tell us promptly of any error.

2.3 If information supplied by you is incorrect, you must pay the actual charges and reasonable costs of correcting it. Some suppliers, particularly airlines, do not permit name changes and may require a new booking at the price then available.

2.4 We will send important notices to the postal or email address supplied by the lead booker. You must provide current contact details and monitor them before and during travel.

3. Booking and formation of your contract

3.1 A quotation is not a reservation and is subject to availability and price at the time you ask us to book. We may correct an obvious pricing or description error before accepting a booking.

3.2 For a package organised by us, your request to book is an offer. A contract is formed when we accept it and communicate our written confirmation to you, subject to any different formation point expressly agreed before booking. We will provide a copy or confirmation of the contract in a durable medium without undue delay. An ATOL Certificate must be supplied immediately when we accept the first protected payment, even if a separate booking confirmation follows later.

3.3 Where we act only as agent, the contract for the travel service is between you and the named supplier or organiser and is formed in accordance with that party’s conditions. We are not free to accept or reject that contract on the supplier’s behalf except to the extent we have been authorised to do so.

3.4 If we are unable to accept your booking, we will return any payment collected for an unconfirmed service. We are not responsible for a booking error attributable to you or caused by unavoidable and extraordinary circumstances, but we remain responsible for booking errors attributable to us or to technical defects in a booking system that we are responsible for.

4. Prices, deposits and payment

4.1 Before your booking is confirmed, we will tell you the total price and, so far as applicable, any additional fees, charges or other costs. Where a cost cannot reasonably be calculated in advance, we will explain the type of additional cost that may be payable.

4.2 You must pay the deposit or full amount stated at booking. Unless your confirmation states an earlier date, the balance for a package organised by us is due 70 days before departure. Bookings made 70 days or less before departure are normally payable in full. Supplier payment and ticketing deadlines may require earlier payment and will be stated before booking or on the confirmation.

4.3 If a payment is not made on time, we may treat the booking as cancelled by you after giving reasonable notice. The cancellation provisions and charges applicable to your booking will then apply. We may retain only the amounts properly due under those provisions.

4.4 We will disclose mandatory charges and costs before booking as required by law. A package price need not be allocated between its component services. Disclosed tourist taxes, security deposits and optional services may be payable locally. A new tax or fee affecting our own package after confirmation may be charged only in accordance with section 10; it is not an unrestricted right to add charges.

4.5 Unless expressly included, the price does not include travel insurance, passport or visa costs, vaccinations, travel to or from the UK departure point, optional excursions, optional hotel facilities, room service, parking, infant cots or meals and transfers not shown on the confirmation.

5. Passports, visas, health requirements and travel advice

5.1 You are responsible for ensuring that every traveller has valid travel documents and meets all passport, visa, immigration, entry, transit, vaccination and health requirements. Requirements may change and may differ according to nationality, residence, age, route and personal circumstances.

5.2 We will provide the general passport and visa information required by law for a package before booking. You must verify individual requirements with the relevant embassy, consulate, official immigration authority and the Foreign, Commonwealth & Development Office at www.gov.uk/foreign-travel-advice, allowing sufficient time before departure.

5.3 We are not responsible if you cannot travel because you did not meet a requirement that was accurately communicated or reasonably available to you. This does not exclude responsibility for incorrect information that we were legally required to provide.

6. Insurance

6.1 You must have adequate travel insurance appropriate to the booking and your circumstances, including cover for cancellation, curtailment, medical treatment, repatriation, personal liability, baggage and any activities you plan to undertake. You should arrange cover from the date you book.

6.2 You must disclose relevant medical conditions and other information to the insurer as required by the policy. If you travel without adequate insurance, you may have to bear losses that an appropriate policy would have covered. This section does not exclude or reduce any liability that we have under law or contract.

7. Accessibility, medical requirements and special requests

7.1 Before booking, tell us about any disability, reduced mobility, medical condition, pregnancy, allergy, dietary requirement or other circumstance that may affect the suitability or performance of the arrangements. Give us enough detail to assess and communicate your needs.

7.2 We will provide legally required suitability information and communicate relevant needs to suppliers. We may request further details or a medical certificate where reasonably necessary. If an essential requirement cannot be met, we will discuss suitability and available alternatives before accepting the booking. Our decisions remain subject to applicable equality and accessibility duties, including any duty to make reasonable adjustments.

7.3 A general request that is passed to a supplier is not guaranteed. A request becomes a contractual requirement only when we or the relevant contracting supplier expressly confirm in writing that it is accepted as such. Failure to meet an unconfirmed request is not by itself a breach of contract.

7.4 Where you do not tell us about a relevant requirement before booking, we will make reasonable efforts to assist, but you may be responsible for additional costs that could not reasonably have been avoided.

8. Conduct

8.1 You must behave responsibly and must not threaten, abuse or endanger another person, seriously disrupt the arrangements or damage property. You must comply with reasonable safety instructions and supplier rules.

8.2 If your behaviour or that of someone in your party creates a serious risk or disruption, we or the relevant supplier may end the person’s arrangements after considering the circumstances and, where practicable, giving a warning. No refund will be due for services not used as a result, and you will be responsible for reasonable loss, damage and costs caused by the behaviour. We will not be responsible for arranging return travel unless the law requires otherwise.

PART A - WHERE LATITUDE 40 IS YOUR PACKAGE ORGANISER

Sections 9 to 17 apply where we organise your flight-inclusive package. Sections 9.3 to 9.6 also apply to flight-only sales protected under our ATOL, as explained in section 1.5.

9. Package information and financial protection

9.1 Before you book, we will provide the standard package information form and the key information required by the Package Travel and Linked Travel Arrangements Regulations 2018, including the main characteristics of the services, the organiser’s details, the total price, payment arrangements, minimum numbers where applicable, passport and visa information, cancellation information, insurance information and accessibility information.

9.2 The combination of travel services offered to you is a package within the meaning of the Package Travel and Linked Travel Arrangements Regulations 2018. We are responsible for proper performance of all travel services included in the package and must provide assistance if you are in difficulty, as described below.

9.3 Your Financial Protection. When you buy an ATOL protected flight or flight inclusive holiday from us you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong. For bookings protected under our licence, the ATOL holder is Latitude 40 Enterprises Limited, ATOL 9952. We will provide the Certificate immediately on accepting the first protected payment. Protection will be explained before you book; please check that the Certificate lists the protected arrangements. Hotel-only bookings are not protected by our ATOL.

9.4 We, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable).

9.5 If we, or the suppliers identified on your ATOL Certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.

9.6 Further information about ATOL protection is available at www.caa.co.uk/atol-protection.

10. Changes to the package price after booking

10.1 After confirmation, we may increase the package price only as a direct consequence of: (a) the price of passenger transport resulting from the cost of fuel or other power sources; (b) taxes or fees imposed by a third party not directly involved in performing the package, including tourist taxes, landing taxes or embarkation/disembarkation fees; or (c) exchange rates relevant to the package.

10.2 We calculate a permitted revision by comparing the relevant fuel or energy costs, taxes or fees, and exchange rates used to price your confirmed package with the revised figures. We apply the difference only to affected services, apportion shared costs fairly and avoid double counting. Exchange-rate revisions apply only to affected foreign-currency costs. We absorb the first 2% of the package price, excluding insurance premiums and amendment fees, and charge only the excess. We will provide the justification and calculation in a durable medium, such as email, no later than 30 days before departure. No increase will be imposed after that date.

10.3 If the same factors result in a price reduction, you are entitled to the corresponding reduction, less reasonable administrative expenses. On request, we will provide evidence of those expenses.

10.4 If a proposed increase exceeds 8% of the total package price, section 14 will apply and you may accept the increase, accept a substitute package if offered, or terminate without paying a cancellation fee.

11. If you change or transfer your package

11.1 If you request a change after confirmation, we will try to assist but cannot guarantee availability. For a voluntary amendment, our administration fee is £25 per person affected, plus actual supplier charges and reasonable costs caused by the change. We will explain the charges and obtain your agreement before completing the change. The fee does not apply to correcting our own error, exercising a statutory remedy or a package transfer under sections 11.3 and 11.4.

11.2 Many airline tickets and other arrangements are non-changeable or non-refundable after booking. A requested alteration may therefore result in a charge of up to 100% of the affected service and may require a new booking at the price then available.

11.3 You may transfer the package to another person who satisfies all conditions applicable to it by giving us reasonable notice in a durable form before departure. Notice given at least seven days before departure will be treated as reasonable.

11.4 The original and replacement traveller are jointly and severally liable for the outstanding balance and the actual, reasonable transfer costs. We will tell you the costs and provide evidence of them; they will not exceed our actual costs. If a supplier does not allow a name change, replacement arrangements may be needed, but any resulting charge must still meet those requirements.

12. If you cancel your package

12.1 You may cancel at any time before departure by notifying us in writing. Cancellation takes effect when we receive the notice. If you do not receive acknowledgement within 48 hours, contact us to ensure the notice was received.

12.2 Except where you have a right to cancel without a fee, the standard charges below apply. Percentages relate to the total package price. The deposit and any additional non-refundable supplier costs must have been disclosed before booking. The total cancellation charge will never exceed the total package price. Charges must be appropriate and justifiable, taking account of the timing of cancellation, expected cost savings and income from alternative use of services. We will reduce a charge where required on that basis, justify it on request and avoid double recovery. Deposit loss and supplier costs are not added to the 50% or 100% bands.

12.3 If one person cancels, we will explain any resulting change to occupancy, group pricing or the remaining arrangements and obtain agreement before making chargeable amendments. Any cancellation charge and agreed price adjustment must avoid recovering the same loss twice and account for relevant cost savings.

12.4 There is no general statutory cooling-off period for passenger transport, accommodation, car hire, catering or leisure services booked for a specific date or period. You may be able to recover cancellation charges under your travel insurance.

12.5 Where a refund is due following termination of a package under this section, we will pay it within 14 days, after deducting any lawful cancellation charge.

13. Your right to cancel because of unavoidable and extraordinary circumstances

13.1 You may terminate the package before departure without paying a cancellation fee where unavoidable and extraordinary circumstances occur at the destination or its immediate vicinity and significantly affect performance of the package or carriage of passengers to the destination.

13.2 Official advice from the Foreign, Commonwealth & Development Office is relevant evidence but is not the only factor. We will consider the circumstances reasonably on the information available at the time.

13.3 If you terminate under this section, we will refund all payments made for the package within 14 days. You will not be entitled to additional compensation.

13.4 Unavoidable and extraordinary circumstances means a situation beyond the control of the party invoking it, the consequences of which could not have been avoided even if all reasonable measures had been taken. The legal test and the effect on your particular package must be considered; a general reference to force majeure does not remove statutory rights.

14. Changes to your package before departure

14.1 We may make an insignificant change before departure and will inform you in a clear, comprehensible and prominent way in a durable medium, such as email. Significance depends on the effect on the package as a whole and your disclosed requirements; no fixed flight-time threshold automatically determines this.

14.2 If before departure circumstances beyond our control constrain us to alter significantly a main characteristic of the package, we cannot fulfil an expressly accepted special requirement, or we propose an increase exceeding 8%, we will notify you without undue delay in a durable medium and give a reasonable period to accept the change or terminate without a cancellation fee. You may instead accept a substitute package if one is offered.

14.3 Our notice will explain the change, its effect on the price, the response deadline, the consequences of not responding, and the details and price of any substitute package offered. Where possible a substitute will be of equivalent or higher quality. You may choose whether to accept its disclosed price or terminate without a cancellation fee. If an accepted change or substitute is of lower quality or cost, you are entitled to an appropriate price reduction. Alternatives offered during travel under section 16.3 are subject to the separate no-extra-cost rule in that section.

14.4 If you do not respond within the stated period, we will send a second notice setting out the required information and giving a reasonable opportunity to respond. If you still do not respond, we may terminate and refund your payments. Where you terminate and do not accept a substitute, or we terminate following the second notice, we will refund all payments without undue delay and within 14 days of termination. Where appropriate you may also be entitled to compensation under section 17.

15. If we cancel your package before departure

15.1 We may cancel the package and refund all payments without additional compensation if: (a) the number of participants is below the minimum stated before booking and we notify you within the applicable period; or (b) unavoidable and extraordinary circumstances prevent us from performing the package and we notify you without undue delay before departure.

15.2 For cancellation because minimum numbers are not reached, we will notify you no later than: (a) 20 days before the start of a package lasting more than six days; (b) seven days before a package lasting between two and six days; or (c) 48 hours before a package lasting less than two days.

15.3 We will refund all payments for the cancelled package within 14 days. In other circumstances where we cancel in breach of contract, your rights may include compensation under section 17.

16. Performance of your package and assistance

16.1 We are responsible for performance of the travel services included in your package, whether we or a supplier performs them. If a service is not performed as agreed, tell us without undue delay using the contact details on your travel documents and also notify the local supplier where appropriate.

16.2 We will remedy a lack of conformity unless that is impossible or would involve disproportionate cost, taking account of the extent of the problem and value of the affected service. If we do not remedy it within a reasonable period set by you, you may do so yourself and request reimbursement of necessary expenses. You need not set a period where we refuse to remedy it or immediate action is required.

16.3 If a significant proportion of the package cannot be provided, we will offer suitable alternative arrangements, where possible of equivalent or higher quality, at no extra cost. If the alternatives are lower quality, we will grant an appropriate price reduction. You may reject an alternative only if it is not comparable to what was agreed or the price reduction is inadequate.

16.4 Where a lack of conformity substantially affects the package and we fail to remedy it within a reasonable period, you may terminate without a cancellation fee and, where appropriate, receive a price reduction and compensation. If the package includes passenger transport, we will also provide equivalent repatriation without undue delay and at no extra cost.

16.5 If unavoidable and extraordinary circumstances make it impossible to ensure your return as agreed, we will bear the cost of necessary accommodation, if possible of an equivalent category, for up to three nights per traveller, or for any longer period required by applicable passenger-rights law. Statutory exceptions and enhanced protection for persons with reduced mobility, their companions, pregnant travellers, unaccompanied minors and persons needing specific medical assistance apply where we are notified of their needs at least 48 hours before the package starts.

16.6 We will provide appropriate assistance without undue delay if you are in difficulty, including information on health services, local authorities and consular assistance, and help with distance communications and alternative arrangements. We may charge a reasonable fee not exceeding our actual costs if the difficulty was caused intentionally by you or through your negligence.

17. Price reductions, compensation and our liability as organiser

17.1 You are entitled to an appropriate price reduction for any period during which there is a lack of conformity, unless it is attributable to you. You are also entitled to appropriate compensation for damage sustained as a result, except where we prove that the lack of conformity is attributable to you; attributable to an unconnected third party and unforeseeable or unavoidable; or due to unavoidable and extraordinary circumstances.

17.2 We are not responsible for a service, facility or excursion that is not part of your package. This does not affect responsibility for representations made by us or for services that were included or subsequently added to the package.

17.3 Where an applicable international convention limits the extent of, or conditions for, compensation payable by a supplier performing a package service, the same limitations apply to us to the extent required or permitted by law. Relevant conventions may include Montreal for air carriage, Athens for sea carriage and COTIF for rail carriage. Copies or links are available on request. Separate passenger-rights claims remain subject to the applicable legislation.

17.4 Except for personal injury or damage caused intentionally or through negligence, compensation payable by us for a claim that is not governed by an applicable convention is limited to three times the total package price. No limitation applies where it would be unlawful.

17.5 If you receive compensation or a price reduction from a supplier for the same event, we may deduct it from the amount payable by us to prevent double recovery. This does not require you to pursue the supplier before making a valid claim against us.

17.6 To the extent permitted by law, we are not liable for losses that were not reasonably foreseeable when the contract was made, or for business losses arising from arrangements purchased for personal use. You must take reasonable steps to limit avoidable loss. Nothing in this section excludes compensation that the law requires us to pay, including compensation for loss of holiday enjoyment where applicable.

PART B - WHERE LATITUDE 40 ACTS AS RETAILER OR AGENT

18. Third-party packages and individual travel services

18.1 Where another tour operator organises your package, we identify that organiser, its conditions and the financial protection before booking. The organiser is responsible for package performance and its required insolvency protection. We remain responsible for our own retailer services and statutory duties. Where applicable law places organiser obligations on a retailer selling a package organised outside the United Kingdom, this agency description does not exclude them.

18.2 For an individual service booked through us as agent, your travel-service contract is with the identified supplier. We will provide or link to its terms before booking and explain relevant fare or rate restrictions, payment deadlines and any agency fees. The supplier terms govern its service, subject to statutory rights. Hotel-only agency bookings are not protected by our ATOL, and we do not provide a separate insolvency guarantee for them.

18.3 We will exercise reasonable care and skill in providing our agency service. We are not responsible for the supplier’s performance merely because we made the booking as agent, but nothing in this section excludes liability for our own booking error, misrepresentation, negligence or breach of a legal duty.

18.4 Prices and availability are subject to confirmation in accordance with the supplier contract. Voluntary changes and cancellations are subject to the disclosed fare or rate rules, supplier charges and any agency administration fee agreed before booking. We will explain charges before acting. A fee is not payable for correcting our own error or where it would restrict a statutory remedy. We will pass on a refund received for you without undue delay, subject only to lawful, previously agreed deductions. This does not postpone a refund that we ourselves are legally required to pay.

18.5 Flight-only bookings are governed by the airline fare rules and conditions of carriage. We will tell you before payment whether your booking is ATOL protected and identify the protecting ATOL holder. Some flight-only sales may lawfully be made as airline ticket agent without ATOL protection; where that applies, we will identify the airline and tell you clearly that the flight is not ATOL protected. IATA accreditation does not itself provide consumer insolvency protection. Where a flight-only sale is protected under our ATOL, sections 9.3 to 9.6 apply.

18.6 An excursion, activity or service booked locally and not sold by us does not form part of any contract with us. Where we sell an excursion as disclosed agent, the separate contract is with the named operator. If an excursion is included in, or lawfully becomes part of, a package organised by us, sections 16 and 17 apply instead.

18.7 For voluntary cancellation of a flight-only or hotel-only booking, refunds depend on the applicable fare or rate rules and mandatory law. A non-refundable fare may still allow repayment of unused taxes or charges that are refundable under those rules or law. We will explain any disclosed refund administration fee before processing a request. No fee will be used to defeat a statutory refund right.

18.8 You must meet check-in, boarding and hotel arrival requirements and contact us promptly if you cannot do so. A no-show or failure to use a flight in the booked sequence may cause cancellation of later flights or other services under the supplier terms. Subject to statutory rights and any fault on our part, you are responsible for the resulting charges. We will assist with enquiries but cannot guarantee that the supplier will waive them.

18.9 For separate agency bookings, cancellation or disruption of one service does not automatically create a right to cancel another. Each supplier contract and any applicable statutory rights must be considered. This provision does not apply to defeat rights where the arrangements legally constitute a package.

19. Flights, delays, cancellations and denied boarding

19.1 Flight times, aircraft, routing and operating carrier may change in accordance with the applicable contract and law. We will identify the operating carrier, or the carrier likely to operate if not yet known, when booking, and communicate changes as soon as reasonably possible. Such changes do not remove any package or passenger rights. The UK Air Safety List is available through gov.uk.

19.2 The operating carrier may owe you rights to rerouting, reimbursement, care or compensation under UK261 or other applicable passenger-rights law following cancellation, long delay, denied boarding or downgrade. Claims for carrier compensation should normally be made directly to the operating carrier. Guidance is available from the Civil Aviation Authority at www.caa.co.uk/passengers.

19.3 Where a flight forms part of a package organised by us, your rights against the carrier do not remove our separate responsibilities as organiser. You are not entitled to recover twice for the same loss.

19.4 Seat selections are controlled by the airline and may be changed for operational or safety reasons. If a paid seat service is not supplied, we will assist you to request any refund due under the airline’s terms or applicable law. We do not guarantee a particular seat unless we expressly confirm that guarantee as part of our own package commitment.

20. Accommodation, car hire and other services

20.1 Accommodation classifications are based on the official or generally recognised system in the destination and may not be equivalent to UK standards. Check-in and check-out times and included facilities are shown in the booking information or supplier conditions. Optional facilities may carry a local charge.

20.2 Only booked guests may occupy accommodation. You must comply with reasonable property rules and are responsible for damage caused by you or your party, subject to the supplier establishing the loss.

20.3 Car hire is normally booked by vehicle category rather than a guaranteed make or model. The lead driver and any additional driver must meet the supplier’s age, licence, payment-card and deposit requirements. Additional drivers, equipment, upgrades and insurance bought locally form a separate contract with the rental supplier.

20.4 You must inspect the supplier’s fuel, mileage, insurance, excess, deposit, border-crossing and late-return terms before collection. Tell us before booking if the driver has endorsements, has held a licence for less than the supplier’s required period or needs an adapted vehicle.

21. Complaints and resolving disputes

21.1 If a problem occurs while you are away, report it without undue delay to the relevant supplier and to us using the contact details on your documents. This gives us or the responsible organiser an opportunity to investigate and remedy it. A failure to report may affect the amount of compensation only to the extent that it prevented or hindered a remedy or investigation.

21.2 If the matter is not resolved, write to Customer Services, Latitude 40, 21A Pembridge Road, London W11 3HG or email info@portugalholidays.co.uk, quoting your booking reference and providing relevant evidence. Please contact us as soon as reasonably possible, normally within 28 days after return. The 28-day request does not extinguish statutory rights or shorten any legal limitation period.

21.3 We will acknowledge and investigate complaints and aim to give a substantive response within a reasonable period. If we cannot resolve a complaint through our process, we will provide the information about alternative dispute resolution required by applicable law, including any relevant provider and whether we are obliged or willing to participate. This does not promise membership of any trade association or dispute-resolution scheme and does not restrict your right to bring a claim in court.

22. Privacy

22.1 We process personal information to arrange bookings, take payment, communicate, meet legal duties, prevent fraud and protect legitimate business interests. Our Privacy Policy at https://www.portugalholidays.co.uk/privacy-policy explains the purposes and lawful bases, recipients, international transfers, retention and your rights. Acceptance of booking conditions is not a blanket consent to marketing or the processing of sensitive personal information.

22.2 Travel arrangements may require us to send personal information to suppliers and authorities outside the United Kingdom, including passport information and, where necessary, health, dietary or accessibility information. The lead booker must ensure that other travellers are given our Privacy Policy and are aware that their information will be used for these purposes.

22.3 We do not retain complete payment-card details unless and to the extent this is expressly disclosed and handled in accordance with applicable security requirements. Please do not send card details by ordinary email.

23. General legal provisions

23.1 If any provision is found invalid or unenforceable, it will be removed or limited to the minimum extent necessary and the remaining provisions will continue to apply.

23.2 A delay in enforcing a right does not waive it. No person other than you, us and, where applicable, the contracting supplier or organiser may enforce these conditions under the Contracts (Rights of Third Parties) Act 1999, except where these conditions expressly provide otherwise.

23.3 These conditions and your contract are governed by English law. If you live in Scotland or Northern Ireland, you may bring proceedings in the courts of that part of the United Kingdom. Where mandatory law gives a consumer resident elsewhere additional protections or a right to use their local courts, those protections and rights are preserved.

23.4 Nothing in these conditions requires you to waive a right conferred by the Package Travel and Linked Travel Arrangements Regulations 2018, the Consumer Rights Act 2015 or other applicable consumer law.