Fishies Tour - Terms and conditions

BOOKING TERMS & CONDITIONS

Package travel booking terms for the Fishies Benidorm 2027 tour.

BENIDORM 2027

Trip start date: 30 March 2027
Version: 1 | October 2026
Effective date: 22 October 2026

Legal entity: What Happens On Tour Limited trading as Fishies Tour
Company number: 17487925
Registered office: 1 Des Roches Square, Witney, OX28 4BE
General enquiries: info@fishiestour.com | Booking enquiries: bookings@fishiestour.com

General enquiries telephone (temporary holding number): +44 7926 895326. Service hours: 9:00am–5:00pm daily (UK time). This is not an emergency telephone number. It will be updated when Fishies introduces its permanent contact number.

IMPORTANT: These Terms and Conditions form part of the contract between the traveller and Fishies. Read them with the booking page, Package description, prescribed Package Travel standard information made available through the pre-booking link, booking confirmation, applicable Payment Plan Terms and Fishies Code of Conduct.

Financial Protection & Insolvency (ABTOT)

The Association of Bonded Travel Organisers Trust Limited (ABTOT) provides financial protection under The Package Travel and Linked Travel Arrangements Regulations 2018 for What Happens On Tour Limited trading as Fishies Tour (ABTOT Membership No. 5737), and in the event of their insolvency, protection is provided for:

- Non-flight packages

ABTOT cover provides for a refund in the event you have not yet travelled or repatriation if transportation was included in your package. Please note that bookings made outside the UK are only protected by ABTOT when purchased directly with What Happens On Tour Limited.

In the unlikely event that you require assistance whilst abroad due to our financial failure, please call our 24/7 helpline on 01702 811397 and advise you are a customer of an ABTOT protected travel company.

You can access The Package Travel and Linked Travel Arrangements Regulations 2018 here: [https://www.legislation.gov.uk/uksi/2018/634/contents/made](https://www.legislation.gov.uk/uksi/2018/634/contents/made)

You can find out more about ABTOT here: https://www.abtot.com/

1. Definitions and contract

In these Terms & Conditions, “Fishies”, “we”, “us” and “our” mean What Happens On Tour Limited, trading as Fishies Tour. “Traveller”, “you” and “your” mean each person named on a booking. “Trip” means the Fishies Benidorm 2027 package running from 30 March to 2 April 2027. “Package” means the combination of travel services confirmed as included in your booking.

Your booking is intended to constitute a package within the meaning of the Package Travel and Linked Travel Arrangements Regulations 2018 (the “Package Travel Regulations”). Fishies acts as organiser of the Package and is responsible for the proper performance of the travel services included in it, subject to these Terms & Conditions and applicable law.

These standard Booking Terms & Conditions apply to every Package booking, including individual and group bookings. Fishies does not offer individually negotiated variations to these conditions or to its organiser-liability provisions. Booking-specific details, permitted amendments and expressly accepted special requirements are dealt with under these conditions.

A contract is formed when Fishies accepts your booking and issues a booking confirmation after receiving the required deposit or other payment. The pre-contract information provided to you forms part of the contract except to the extent that any lawful change has been expressly agreed before the contract is concluded.

2. Eligibility and booking responsibility

The Trip is available only to persons who will be aged 18 or over on the first day of the Trip. Fishies may require evidence of age and identity. A traveller who cannot provide acceptable identification may be refused accommodation, venue entry or participation where required by a supplier or by law.

Where one person makes a group booking, that person confirms that they are authorised to make the booking and provide relevant information on behalf of the other travellers. Each traveller remains individually responsible for complying with these Terms & Conditions and the Code of Conduct.

You are responsible for ensuring that the information supplied in connection with your booking is accurate, complete and kept up to date.

3. What is included

The services included in your Package are those expressly identified as included on the booking page and in your booking confirmation. These may include accommodation, meals, entry to specified Fishies events, activities and other services described at the time of booking.

Flights to and from Alicante are not included unless a booking expressly states otherwise. Any independently booked flights or other travel arrangements are separate contracts between you and the relevant provider.

Optional extras are not included in the Package price unless expressly shown as included or subsequently added to your booking. Any additional terms applying to an optional extra will be displayed or otherwise provided before purchase.

Optional extras have their own booking deadlines and cancellation conditions, which will be shown before purchase and confirmed with your booking. Extras are generally booked with suppliers shortly after purchase and are normally non-refundable on voluntary cancellation to the extent that this reflects an appropriate and justifiable charge. Any different refund terms or later sales closing dates will be communicated for the relevant extra. Where an extra forms part of the Package, statutory package-travel rights continue to apply, including any right to a refund if Fishies cancels or fails to provide the service. Fishies will take account of applicable cost savings or resale income and will not recover the same loss twice.

4. Price, deposit, payment plans and final balance

The total amount payable, including compulsory charges known to Fishies, will be clearly displayed in the booking journey and before you confirm your booking. Compulsory booking fees are included in the total price presented where required by law. Optional extras and an optional payment plan fee are identified separately and included in your selected booking total.

A deposit of £67 per person is payable at booking where a deposit option is offered. The deposit forms part of the Package price and is not an additional fee. A separate, compulsory £15 booking fee per person is also payable at booking, in addition to the Package price, for booking administration and processing. Both amounts are received and retained by Fishies, subject to the cancellation and refund provisions in sections 5 and 6 and applicable law. If you select an instalment plan, a further £3 payment plan fee per person applies. All compulsory fees and any selected optional charges are included in the total amount displayed before you complete your booking.

The final balance must be paid in full by 31 January 2027. For bookings accepted after that date, the full Package price is payable at booking unless Fishies expressly confirms a different payment deadline before accepting the booking.

Where a payment plan is offered, you pay the deposit and booking fee shown at checkout, plus the £3 payment plan fee. The launch plan then divides the remaining balance for your selected Package and extras added at that time into three broadly equal monthly instalments: Payment 1, one third; Payment 2, one third; and Payment 3, one third. Penny rounding may mean an instalment differs slightly. Collections are on the last Friday of November 2026, December 2026 and January 2027: 27 November, 25 December and 29 January. These fractions apply to the remaining balance after the deposit, not to the full booking total. Your exact amounts, dates and total are displayed at checkout before you agree to the plan and confirmed with your booking.

A £3 payment plan fee per person applies only where you choose a payment plan. Fishies sets this fee to partially cover additional Easol charges associated with payment plans. No payment plan fee applies if you pay in full. Later bookings may have fewer instalments; their actual schedule is shown before purchase. Extras purchased with the launch booking are paid over the same three months. Extras may also be added later, subject to availability, with their payment amounts, collection dates and any different final deadline disclosed before purchase. A later addition does not extend the Package balance deadline unless Fishies expressly agrees this in writing. The separate refundable resort damage/security deposit is payable at check-in under section 12.

By selecting a payment plan, you agree to pay each instalment by its stated due date using the payment method associated with your booking.

The payment plan changes the timing of your payments only. It does not change the applicable cancellation charges or your other obligations under these Terms & Conditions.

If an automatic instalment payment fails, Fishies’ authorised payment provider will automatically retry collection two calendar days later. You remain responsible for ensuring that the payment method associated with your booking is valid and has sufficient available funds.

If the retry also fails, Fishies will contact you in writing with the outstanding amount, instructions for payment, a specific payment deadline and the consequences of missing it. The notice will normally allow 48 hours from notification and will state the exact date and time by which payment is required. Fishies will allow a reasonable opportunity to pay in the circumstances and consider promptly reported payment errors, genuine disputes and relevant individual circumstances. Failed collection attempts alone do not automatically cancel a booking. If the notified deadline is missed, Fishies may cancel by written notice and explain the applicable cancellation charge, payments credited, any refund or amount outstanding, and any exception agreed in the individual case. No amount retained or recovered may exceed an appropriate and justifiable charge under the Booking Terms and Conditions and applicable law.

Where a booking is cancelled because required payments remain unpaid, Fishies may treat the booking as cancelled by you and apply the cancellation provisions in section 6.

Cancellation of a booking does not automatically remove any outstanding cancellation charge. If the applicable cancellation charge under section 6 exceeds the amount you have already paid, the outstanding balance of that cancellation charge will remain due. If you have paid more than the applicable cancellation charge, Fishies will refund the excess in accordance with these Terms & Conditions.

Payment is only treated as made when cleared funds are received by Fishies or its authorised payment provider.

The retry and written-notice process also applies to the final scheduled collection on 29 January 2027 and any unpaid balance at the official deadline of 31 January 2027. Fishies will consider whether its collection, retry or notice process alone moved a cancellation into a higher charge band, together with any payment error, dispute or other relevant circumstances, when determining an appropriate and justifiable charge. The amount already paid does not itself determine the cancellation charge. Any agreed exception or revised deadline will be confirmed in writing.

Payments and refunds. Except where these Terms & Conditions or applicable law provide otherwise, amounts paid are not refundable simply because you no longer wish or are unable to travel. If you cancel, the cancellation charges in section 6 apply. Nothing in this clause limits any statutory right to a refund.

5. Deposit and booking fee

The £67 deposit is part of the Package price and is payable when your booking is accepted. If you voluntarily cancel up to and including 31 January 2027, Fishies will ordinarily retain the £67 deposit as the standard Package cancellation charge, subject to section 6 and applicable law. From 1 February 2027, the percentage cancellation charges in section 6 apply, with the £67 deposit credited towards, not added to, the applicable Package cancellation charge.

The separate £15 booking fee per person is charged for booking administration and processing and is received and retained by Fishies. On voluntary cancellation, Fishies will ordinarily retain this fee to the extent it reflects services already provided or reasonable, non-duplicated costs incurred. The £3 payment plan fee, if selected, may likewise be retained only to the extent lawful and justifiable. Neither fee permits double recovery of costs already reflected in a Package cancellation charge.

No deposit, booking fee or payment plan fee is unconditionally non-refundable. Where Fishies cancels, an applicable statutory refund right arises, or retention would be unlawful or excessive, Fishies will refund the amount required by law.

6. Cancellation by you

You may terminate your Package at any time before departure by giving Fishies clear written notice at bookings@fishiestour.com. Cancellation takes effect when Fishies receives the notice.

The standard cancellation charges below reflect increasing accommodation and supplier commitments as departure approaches, together with reasonable work involved in administering cancellations. Charges must remain appropriate and justifiable, taking account of expected cost savings and income from alternative use of the services.

Fishies expects that cancelled places may be difficult to resell after the final balance deadline of 31 January 2027, because prospective replacement travellers will often already have made their travel plans. Replacement cannot therefore be guaranteed. The standard cancellation charges take account of expected cost savings and income from alternative use of the booked services. If Fishies or the cancelling traveller identifies a suitable replacement, Fishies will assess the circumstances individually and take account of any resulting savings or net resale income when determining the appropriate cancellation charge, without recovering the same loss twice. A transfer of the existing booking to a replacement traveller is governed by section 7.

Cancellation received - Standard cancellation charge

Up to and including 31 January 2027 - £67 Package cancellation charge (represented by the deposit). The separate £15 booking fee and any optional £3 payment plan fee are dealt with under the fee-retention provisions below.

1 - 14 February 2027 - 50% of total Package price

15 - 27 February 2027 - 75% of total Package price

28 February 2027 onwards - 100% of total Package price

The Package cancellation charge is calculated by reference to the total Package price. The £67 deposit counts towards that charge and is not charged again on top of it. Payments already made towards the Package price are credited against the applicable Package cancellation charge. Any excess Package payments will be refunded; where the applicable lawful charge is greater than Package payments already made, the outstanding amount remains payable.

The separate £15 booking fee and optional £3 payment plan fee are not part of the Package price used to calculate the percentage bands. Fishies ordinarily retains those fees following a voluntary cancellation to the extent they represent services already supplied or reasonable, properly evidenced and non-duplicated costs, subject to applicable law. The booking fee and payment plan fee are not added to a percentage Package cancellation charge where that would recover the same loss or costs twice. All charges remain subject to the requirements for appropriate and justifiable termination fees, relevant savings and resale income, and statutory or contractual refund rights. A permitted transfer of the whole Package is governed by section 7.

At your request, Fishies will provide a justification for the cancellation charge applied. The standard charges are intended to reflect the point at which Fishies incurs increasing non-recoverable supplier commitments, administration and operational costs, together with expected cost savings and the ability to resell or otherwise use the cancelled place. Where applicable law requires a material saving or resale to be taken into account, Fishies will do so.

You may terminate the Package without paying a cancellation charge where unavoidable and extraordinary circumstances occur at the destination or its immediate vicinity and significantly affect the performance of the Package or the carriage of passengers to the destination, where the Package Travel Regulations give you that right. In those circumstances you will be entitled to the refund required by law, but not additional compensation solely because of that termination.

Where a refund is due following termination under section 6, Fishies will refund the payments received less any appropriate and justifiable cancellation charge, without undue delay and in any event within 14 days after termination. The same deadline applies to refunds following a qualifying significant pre-departure change under section 9.

7. Transfers and name changes

You may transfer your Package to another person who satisfies all conditions applicable to the booking by giving Fishies reasonable notice on a durable medium. Notice given at least 7 days before the start of the Package will always be treated as reasonable for the purposes of the Package Travel Regulations.

Name changes are available through the transfer process. Contact bookings\@fishiestour.com as soon as possible so Fishies can explain the process and any applicable administration or supplier costs before the change is made. Transfer charges must be reasonable and must not exceed the actual costs incurred as a result of the transfer.

Fishies will disclose applicable administration and supplier transfer costs before making the change and will provide evidence of those costs. The same cost will not be charged twice.

Minor spelling corrections that do not involve transferring the booking to another person will not normally be treated as a full transfer, although a supplier-imposed correction cost may be passed on where applicable.

The original traveller and replacement traveller are jointly and severally responsible for the outstanding Package balance and any lawful transfer costs.

8. Changes requested by you

Requests to amend rooming, dietary information, accessibility information or other booking details must be submitted as early as possible. Fishies will use reasonable efforts to accommodate requests but cannot guarantee a change unless it is confirmed in writing.

A permitted booking amendment, traveller transfer or expressly accepted special requirement changes the relevant booking details only. It does not vary these standard conditions or reduce Fishies’ organiser responsibilities. Nothing in this provision limits a traveller’s mandatory rights.

You are responsible for reasonable additional supplier or administration costs directly caused by a requested change, where such costs are disclosed and permitted by law.

9. Changes made by Fishies before departure

Fishies may make an insignificant change to the Package where the contract permits the change and you are informed clearly, comprehensibly and prominently on a durable medium.

If Fishies is required to make a significant change to a main characteristic of the Package, cannot fulfil an agreed special requirement, or makes another change that gives rise to rights under the Package Travel Regulations, Fishies will notify you and provide the options required by law. Those options may include accepting the change, accepting a substitute Package where offered, or terminating without a cancellation charge.

Event schedules, running orders, start times, individual artists, DJs and venues may be changed where reasonably necessary. Whether a particular change is significant will depend on the Package sold and the importance of the affected service to the booking as a whole.

10. Fixed Package price after booking

Once Fishies has accepted your booking and issued a booking confirmation, the confirmed Package price is fixed and Fishies will not increase it because of later changes in exchange rates, supplier prices, taxes, fees or operating costs.

This fixed-price commitment does not prevent separate charges arising from optional extras you later choose to buy, customer-requested amendments, lawful name-change or transfer costs, separately disclosed hotel or damage deposits, fines or charges caused by your conduct, or other amounts that are not part of the confirmed Package price.

11. Cancellation by Fishies

Fishies may terminate the Package before departure where permitted by the Package Travel Regulations, including where the stated minimum number of participants is not reached or where Fishies is prevented from performing the contract because of unavoidable and extraordinary circumstances.

Minimum number of participants: 400 passengers. Fishies may cancel for failure to reach this minimum if fewer than 400 passengers are booked at its assessment on 1 February 2027. Any cancellation on this ground will be notified in writing no later than 1 February 2027. This earlier contractual deadline does not affect the separate provisions for unavoidable and extraordinary circumstances.

Where Fishies terminates the Package in circumstances requiring a refund, Fishies will refund payments due to you without undue delay and no later than 14 days after termination. Any entitlement to additional compensation will be determined by the Package Travel Regulations and other applicable law.

12. Accommodation

Your accommodation, board basis, location or accommodation area, advertised category and main features will be described before booking. Standard accommodation is self-catered apartments. Ultimate accommodation is four-star hotel accommodation with breakfast, as advertised for the Package. Fishies will not use a general equivalence provision to remove an expressly promised category, board basis or material feature; any proposed change is dealt with under section 9.

Every traveller has their own bed. Exact properties, room or apartment sizes, occupancy and bed configurations may not be allocated at booking. Rooming is agreed before the Trip through the group leader, who coordinates preferences with the travellers; a specific request is guaranteed only where Fishies expressly confirms it. Teams may be split between rooms, apartments or properties. Unrelated groups are not normally placed in the same apartment. An emergency proposal to share with an unrelated group will be discussed with the affected travellers and will not override an agreed special requirement or any right arising from a significant change. Passport checks are used for accommodation check-in and to match travellers to the agreed allocation.

Travellers must follow lawful and reasonable accommodation rules concerning occupancy, visitors, noise, balconies, pools, smoking, vaping, fire safety and security. Suppliers may operate their own disclosed security-deposit or conduct arrangements, but these do not remove Fishies’ responsibilities or the traveller’s mandatory rights. Any compulsory additional deposit or charge must be disclosed before the contract is concluded or before a relevant additional service is agreed.

You are responsible for reasonable, evidenced loss, damage or exceptional cleaning caused by your own acts or omissions, including your proven participation in joint misconduct. Ordinary wear and tear, pre-existing damage and damage caused solely by other people are excluded. Room damage is attributed initially to the room where it occurred; it will not be charged to another room without significant evidence connecting a person in that room to the damage. Location in a room is not, by itself, proof that every occupant caused the damage. Fishies will assess responsibility using the available evidence and will not charge a traveller merely because they share a room, university or team with the person responsible. Any shared allocation requires evidence of the relevant travellers’ responsibility and must not result in double recovery.

Communal damage means damage outside an individual room, including accommodation common areas, pools, venues, activity or other supplier facilities and coaches or organised transport. The same requirements for evidence, individual responsibility, reasonable loss and no double recovery apply. A general assessment against everyone staying at a property or attending an event will not be imposed merely because the person responsible has not been identified.

A refundable damage/security deposit of £50 per person is collected by Fishies through Stripe at accommodation check-in in resort, separately from the Package price and booking deposit. Payment is a condition of room access. If it is not paid, room access may be withheld where lawful and proportionate after a reasonable opportunity to resolve a payment problem; non-payment does not automatically permit retention of the full Package price. The deposit is security, not a limit on liability: a traveller may owe more than £50 where responsible for greater reasonable, evidenced loss or a legally enforceable charge.

Proposed deductions for damage identified by the accommodation check-out inspection will be notified at accommodation check-out, with the incident, evidence, calculation and basis of responsibility explained. You will have a reasonable opportunity to respond. Damage discovered after check-out will be raised promptly with the affected traveller and assessed case by case, with the same evidence and opportunity to challenge. Fishies will not treat the absence of a traveller at an inspection, or a group leader’s rooming allocation, as automatic acceptance of liability.

Accommodation providers, venues and other suppliers may apply lawful rules and legally enforceable charges or fines. Fishies may seek payment above the deposit only where the traveller is legally liable and the basis and amount are explained with supporting evidence. A reference to supplier rules does not create an unrestricted right to levy penalties. There is no automatic fine for reputational harm; any claim for such loss must have a lawful basis, be attributable to the traveller and be supported by evidence. A payment-card verification or security authorisation is not permission for unlimited or unexplained charges. Any further card collection requires the necessary payment authority, and statutory payment-dispute rights remain available.

Fishies will send a refund-details form within 14 calendar days after the Trip ends, by 16 April 2027. General event-feedback questions are optional and are not a condition of refund. Refunds may be made through Stripe to the original payment method or by bank transfer. Bank details will be requested only where needed for the chosen refund method. Repayment is for the customer entitled to the deposit; a refund through Stripe returns to the original payer, and payment to a different recipient requires appropriate verification and authorisation. Fishies does not collect online-banking passwords, PINs or card security codes through the form.

Forms will be reviewed and refunds processed weekly until 31 May 2027, then monthly from 1 June 2027. Fishies will repay the balance, after properly explained and justified deductions, within 28 working days of receiving the completed refund request and any complete and accurate information reasonably needed to make the refund. Where a Stripe refund can be made to the original payment method, new bank details are not required and will not delay the start of that period. Working days are Monday to Friday, excluding bank holidays in England and Wales. The processing schedule does not extend the 28-working-day maximum. Fishies will contact you promptly if information is missing or a refund cannot be completed. These arrangements do not restrict any mandatory right to an earlier refund.

The routine online form will close on 31 August 2027; from 1 September 2027, refund requests should be sent to bookings@fishiestour.com. Closing the form or submitting details late does not automatically forfeit money owed or remove your legal rights. The monthly processing schedule and 28-working-day maximum continue to apply to later requests. Any proposed deduction will be explained with supporting evidence and an opportunity to challenge it; a dispute about one amount will not delay repayment of the undisputed balance. Routine payment-processing costs will not be deducted from an otherwise fully refundable damage deposit.

13. Events, activities, venues and suppliers

Entry to events and activities is subject to lawful venue and supplier rules, capacity and licensing requirements. You must comply with reasonable instructions from Fishies staff, venue staff, security personnel, medical personnel and emergency services.

A Fishies booking or wristband does not override lawful venue admission requirements. Fishies and the relevant venue may assess, using reasonable judgement and available evidence, whether a traveller has followed the rules and can safely be admitted. Admission or service may be refused for lack of required identification, excessive intoxication, a safety risk or a breach of lawful entry conditions. Decisions must be proportionate and must not be discriminatory, arbitrary or used to avoid providing an included service.

Where a service included in the Package is not performed in conformity with the contract, Fishies will deal with the issue in accordance with its obligations as organiser under the Package Travel Regulations.

Where a traveller complies with applicable rules but an included event or activity cannot be provided because of insufficient capacity or another organisational or supplier failure, Fishies will address the failure as organiser, including suitable alternatives or any price reduction, refund or compensation required by law. General references to capacity or venue discretion do not remove those rights.

14. Behaviour and Code of Conduct

The Fishies Benidorm 2027 Code of Conduct forms part of the booking contract. Travellers must behave in a manner that does not endanger, harass, intimidate or materially disrupt other travellers, staff, suppliers, local residents or the public.

Serious or repeated misconduct may result in proportionate action including warnings, removal from an event or activity, withdrawal of Fishies event access, referral to security or authorities, or, where lawfully justified by a serious breach of contract or immediate safety risk, termination of some or all remaining services.

Climbing or moving between balconies, including balcony hopping, is a serious safety breach resulting in immediate removal from the Tour once Fishies is reasonably satisfied on the available evidence that it occurred. No prior warning is required. The senior review, written reasons, welfare assistance and financial-rights safeguards in the Code of Conduct continue to apply.

Where a traveller loses access to a service because of their own serious misconduct, unlawful conduct, dangerous intoxication or breach of lawful supplier rules, any entitlement to a refund will be determined by the circumstances and applicable law. Fishies may recover reasonable costs directly caused by the traveller’s misconduct where legally entitled to do so.

Initiations, hazing, humiliating or degrading tasks, forced or coerced consumption of alcohol or other substances, and retaliation against anyone reporting a concern are prohibited. Sanctions will be based on individual conduct and evidence; membership of a team or group alone is not grounds for removal. Any group-wide safety restriction must be necessary and proportionate and will not determine each traveller’s refund rights automatically.

15. Alcohol, illegal drugs and prohibited conduct

Travellers are responsible for their own alcohol consumption. Fishies does not guarantee that a traveller will be served alcohol or admitted to a licensed venue.

Possession, supply or use of illegal drugs is prohibited. Drink spiking, violence, threats, sexual harassment, sexual assault, theft, deliberate property damage and other serious unlawful conduct are prohibited and may be reported to venue security, accommodation security, police or other competent authorities.

16. Independent flights and travel arrangements

Unless expressly included in the booking confirmation, flights are not part of the Package. You are responsible for arranging your own flights and allowing reasonable time to reach the destination and participate in the Package.

Fishies is not responsible for the performance of independently booked flights or other services that do not form part of the Package, except to the extent that applicable law provides otherwise.

17. Passports, immigration, health and travel insurance

You are responsible for holding a valid passport and satisfying applicable entry, immigration and health requirements for Spain. Fishies will provide the general information required by the Package Travel Regulations before booking, but you remain responsible for checking requirements relevant to your personal circumstances.

Travellers are required to hold suitable personal travel insurance for the duration of the Trip, covering, where appropriate, cancellation, medical treatment, personal belongings, personal liability and repatriation. You are responsible for ensuring your policy is suitable for your circumstances and for any activities you choose to take part in. Fishies’ business insurance and insolvency protection are not substitutes for a traveller’s personal travel insurance.

Fishies may request confirmation of suitable travel insurance before departure. If evidence is missing or appears unsuitable, Fishies will contact you and give a reasonable opportunity to resolve the issue. Any restriction or cancellation will be proportionate and lawful; failure to provide evidence does not automatically permit Fishies to retain the full Package price.

18. Accessibility, dietary and other special requirements

Medical, allergy, dietary and accessibility information relevant to safe participation or a suitable arrangement is collected at checkout. You must disclose relevant requirements accurately and update Fishies promptly if they change. If suitability needs to be discussed before purchase, contact Fishies before booking. Fishies will explain available arrangements and any genuine limitations and will consider reasonable adjustments where required by law. You do not need to disclose unrelated medical history. Sensitive information is handled privately with the separate consent or other lawful condition described in the Privacy and Data Use Notice.

A special requirement becomes a contractual commitment only where Fishies expressly accepts it. Information concerning health or accessibility will be handled in accordance with the Fishies Privacy & Data Use Notice.

19. Fishies’ responsibility for performance

Fishies is responsible for the performance of the travel services included in the Package, irrespective of whether those services are performed by Fishies or by another travel service provider, subject to the Package Travel Regulations.

This responsibility includes accommodation, events, activities, transport and excursions forming part of the Package, including optional extras subsequently added as part of the Package. It applies whether the relevant service is delivered by Fishies or a third-party supplier. Supplier terms and venue rules do not remove Fishies’ responsibilities as organiser. Independently booked services outside the Package are addressed in section 16, subject always to applicable law.

If a travel service is not performed in conformity with the contract, you must inform Fishies without undue delay, taking account of the circumstances, so that Fishies has a reasonable opportunity to remedy the issue. Fishies will remedy a lack of conformity where required by law unless remedy is impossible or would entail disproportionate costs in the circumstances.

Any right to a price reduction or compensation, and any limitation or exclusion permitted by law, will be determined in accordance with the Package Travel Regulations and other applicable law. Nothing in these Terms & Conditions excludes liability that cannot lawfully be excluded or limited.

Where the law gives you a right to remedy a failure yourself and recover necessary expenses, accept suitable alternative arrangements, terminate for a substantial unremedied failure, or receive a price reduction, compensation or required return transport, those rights remain available. Fishies will explain the options relevant to the circumstances.

20. Assistance to travellers in difficulty

Fishies will provide appropriate assistance without undue delay to a traveller in difficulty where required by the Package Travel Regulations. Assistance may include information about health services, local authorities and consular assistance, support with communications, and assistance in finding alternative travel arrangements.

Where a traveller’s difficulty is caused intentionally or through their negligence, Fishies may charge a reasonable fee for assistance to the extent permitted by law, not exceeding Fishies’ actual costs.

General enquiries: info@fishiestour.com. Telephone: +44 7926 895326 (temporary holding number; 9:00am–5:00pm daily, UK time; not for emergencies). This number will be updated when a permanent contact number is introduced. Booking enquiries, payment issues and cancellations: bookings@fishiestour.com. Travellers may also ask their group leader for general Trip information; a group leader does not replace Fishies as organiser or determine refunds and contractual rights. The dedicated resort emergency telephone/WhatsApp number will be supplied in pre-departure information. Email is not an emergency service; in an immediate emergency in Spain, call 112 and contact an identifiable Fishies staff member as soon as it is safe to do so.

21. Complaints and reporting problems

You should report any problem affecting performance of the Package to Fishies as soon as reasonably possible while in resort using the contact details provided in your travel documents. Prompt reporting gives Fishies the best opportunity to investigate and remedy the issue.

Post-Trip complaints should be submitted to bookings\@fishiestour.com, preferably within 28 days after the end of the Trip, and should include the booking reference, details of the issue and any relevant supporting information. A delay in reporting may make investigation more difficult, but does not by itself remove any legal right you may have. Fishies will acknowledge complaints within 7 days and aim to provide a substantive response within 28 days. If an investigation takes longer, Fishies will explain why and provide an update. These targets do not extend any statutory refund deadline. Where a complaint remains unresolved, Fishies will provide applicable information about an appropriate approved alternative dispute resolution body and whether Fishies is required or willing to use it.

Alternative dispute resolution provider, if applicable: None currently appointed.

22. Insolvency protection

What Happens On Tour Limited, trading as Fishies Tour, is an ABTOT member (membership number 5737). Its ABTOT financial insolvency protection for non-flight packages took effect on 22 October 2026. The full ABTOT financial protection wording appears near the beginning of these Terms & Conditions under “Financial Protection & Insolvency (ABTOT)” and forms part of these terms.

If Fishies becomes insolvent before your protected Package begins, ABTOT protection provides for a refund of protected payments. If you are already abroad, ABTOT protection provides for repatriation where transportation was included in your Package. Bookings made outside the UK are only protected by ABTOT when purchased directly with What Happens On Tour Limited.

For information or assistance following the financial failure of an ABTOT member, visit [ABTOT’s claims guidance](https://www.abtot.com/what-to-do-in-the-event-of-failure/). ABTOT can be contacted on 020 7065 5311 during office hours, or on its 24-hour insolvency assistance helpline, 01702 811397, for assistance while abroad. Keep your booking confirmation and proof of payment in case you need to make a claim.

ABTOT contact details: The Association of Bonded Travel Organisers Trust Limited, 7th Floor, 69 Leadenhall Street, London, EC3A 2BG. General enquiries: 020 7065 5311; enquiry@abtot.com; https://www.abtot.com/. ABTOT’s 24-hour financial-failure assistance helpline is 01702 811397.

ABTOT protection is financial insolvency protection. It is not personal travel insurance and does not replace Fishies’ separate business liability insurance. Travellers must obtain their own appropriate travel insurance as described in section 17.

23. Personal data

Fishies will process personal data in accordance with the Fishies Privacy & Data Use Notice. Relevant personal data may be shared with accommodation providers, event suppliers, transport providers, booking and payment providers, insurers, professional advisers, emergency services and other recipients where necessary to administer or perform the Package, comply with law, protect safety or pursue legitimate legal interests.

24. Notices and communications

Fishies may send contractual and operational communications to the email address, telephone number, booking account or other contact method supplied by you. You are responsible for monitoring the contact details associated with your booking and notifying Fishies of changes.

Marketing communications are governed separately by the Fishies Privacy & Data Use Notice and applicable electronic marketing law. Opting out of marketing does not stop essential service communications relating to an active booking.

25. Booking errors

Fishies is responsible for booking errors caused by technical defects in its booking system where those defects are attributable to Fishies, and for errors Fishies makes while arranging a booking, in accordance with applicable law. Fishies is not responsible for booking errors attributable to the traveller or caused by unavoidable and extraordinary circumstances. If you notice an error in your booking confirmation or booking details, you should notify Fishies as soon as reasonably possible so that it can be investigated and, where appropriate, corrected.

26. Universities, students’ unions, clubs and societies

Unless expressly stated otherwise in writing, Fishies is the organiser of the Package. A university, students’ union, sports club, society, team, committee member, captain or other student representative promoting or sharing information about the Trip is not the organiser of the Package and is not responsible for performing Fishies’ contractual obligations. A booking with Fishies does not by itself imply sponsorship, approval or endorsement by any university, students’ union, club or society.

27. Booking platform and payment providers

Fishies may use third-party booking, ticketing and payment technology, including Easol or another provider, to take bookings, administer instalments, process payments, issue confirmations and communicate with travellers. Unless expressly stated otherwise, those providers supply technology or payment services only. Your Package contract is with Fishies, and Fishies remains the organiser responsible for the Package under applicable law. Separate provider terms may apply to your use of their technology or payment services where they are properly brought to your attention.

28. Resale, transfers and booking credentials

Bookings are for the named traveller’s personal use. You must not advertise, sell, auction, commercially resell or otherwise transfer a booking, ticket, wristband, QR code, booking reference or other Fishies credential except through a transfer process authorised by Fishies. A permitted traveller transfer remains subject to section 7 and any lawful transfer costs. Fishies may invalidate credentials obtained or transferred through an unauthorised resale where reasonably necessary to prevent fraud, duplicate use or misuse, but will not use this clause to remove statutory rights or retain money where doing so would be unlawful.

29. Wristbands, tickets and access credentials

Fishies may use wristbands, tickets, QR codes, digital passes or other credentials to control access to accommodation, events, activities or transport. You are responsible for keeping credentials secure and must not copy, alter, lend or deliberately damage them. Lost or damaged credentials may be replaced where reasonably possible, subject to identity checks and any reasonable evidenced replacement cost. Replacement does not guarantee admission where a venue or supplier cannot lawfully or operationally reissue access. Fraudulent, copied or transferred credentials may be cancelled.

30. Fraud, security and verification

Fishies and its authorised booking or payment providers may carry out proportionate checks to prevent fraud, payment abuse, duplicate bookings or misuse. We may ask for reasonable additional information to verify a booking or payment. Where Fishies reasonably concludes that a booking has been made fraudulently or without the payer’s authority, Fishies may cancel or suspend it while the matter is investigated. Any refund or amount retained will be dealt with in accordance with applicable law and the circumstances of the transaction.

31. Booking confirmation and customer details

You should check your booking confirmation promptly, including your name, dates, Package selection, accommodation or rooming details where shown, optional extras and payment schedule, and notify Fishies promptly of any error. You must keep your email address and telephone number up to date and should monitor the contact channels associated with your booking, including spam or junk folders, for essential booking communications.

32. Promotional codes and offers

Discount codes, presale offers, referral codes, competitions and promotions may be subject to additional stated conditions. Unless stated otherwise, a promotion has no cash value, cannot be exchanged for cash, cannot be applied retrospectively to a completed booking and may not be combined with another offer. Fishies may withdraw or correct an offer where it contains an obvious error, has expired or is being used fraudulently, subject always to applicable consumer law.

33. Prohibited items, searches and venue security

Venues, accommodation providers, transport providers and security teams may impose lawful safety and security rules, including bag checks, searches, restrictions on dangerous or prohibited items and conditions of entry. Fishies does not authorise unlawful searches. Refusal to comply with a lawful and reasonable security requirement may result in refusal of entry or removal from the relevant service. Weapons, illegal drugs and items intended to cause injury, damage or serious disruption are prohibited at Fishies organised events and activities.

34. Chargebacks and payment disputes

If you believe a payment has been taken incorrectly, you should contact Fishies promptly so the issue can be investigated. Raising a chargeback or payment dispute does not by itself cancel your booking or extinguish a cancellation charge or other amount lawfully due under these Terms. Fishies will not restrict any legal right you have to dispute an unauthorised or incorrect payment with your bank or payment provider.

35. General terms

If any provision of these Terms & Conditions is found to be invalid or unenforceable, the remaining provisions will continue to apply to the extent permitted by law.

A delay or failure by Fishies to enforce a contractual right does not waive that right.

These Terms & Conditions do not restrict or exclude any mandatory rights available to a consumer under applicable law.

The contract is governed by the law of England and Wales, subject to any mandatory consumer rights that entitle you to rely on the law or courts of another part of the United Kingdom or another jurisdiction.