Terms & Conditions

Your Refund Credit Note is protected by SGR

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Sunweb Terms & Conditions of the SGR protected Refund Credit Note

What is a Refund Credit Note?

Assume you have booked a package holiday with Sunweb Group GmbH (hereinafter: "Sunweb Group"). As your holiday has been cancelled in light of unavoidable and extraordinary circumstances due to the coronavirus, you have now received a Refund Credit Note to book a new holiday with Sunweb Group. If you have booked a flight-inclusive package holiday with Sunweb it is financially protected by SGR and your Refund Credit Note has been afforded the same protection. If you have booked a self-drive package holiday with Sunweb please click here for further details. 

Who can use this Refund Credit Note?

Refund Credit Notes have been awarded to the lead booker. It should therefore be protected against any unauthorised use. If you detect unauthorised use you must report this to us immediately. If however your original holiday was booked as part of a group and you would know like to redeem your Refund Credit Note separately you can make your booking online using a partial amount of your Refund Credit Note. As soon as the Refund Credit Note has been applied to a booking which has not been made in the lead bookers name we will send them an email at the same time for verification. You will have 14 days to object the usage of the Refund Credit Note. 

Which holidays can I book with this Refund Credit Note?

The Refund Credit Note entitles you to book a package holiday offered by any holiday brand within the Sunweb Group. This Refund Credit Note cannot be used to book services at the destination.

When is the Refund Credit Note valid until?

 

The Refund Credit Note is valid for a booking to any destination with a departure date of your choice. The Refund Credit Note must be redeemed within one year after the issue date. 

 

What is the Refund Credit Note worth?

 

The value of this Refund Credit Note will be exactly equal to the total amount already paid for the holiday at the time of cancellation. The Refund Credit Note replaces the right to request a repayment of all amounts paid from Sunweb Group within 14 days. The Refund Credit Note is covered by our guarantee fund, SGR, this means that in case we go bankrupt and customers still have an unused Refund Credit Note, this will be reimbursed by SGR. If the new package price is higher than the amount on the Refund Credit Note you will have to cover any additional costs. If the new package price is less than the amount on the Refund Credit Note the outstanding balance of the Refund Credit Note will be protected by SGR for the remaining validity period. 

 

What if I can't find a suitable holiday?

 

The exceptional circumstances that we and the entire travel industry have found ourselves in, forced us to make extremely difficult decisions on a global level. For Sunweb, this resulted in the issuing of Refund Credit Notes which are financially protected by SGR. By accepting the Refund Credit Note, our valued customers can play an important role in keeping the travel industry afloat in addition to having a holiday to look forward to.

 

The Refund Credit Note must be redeemed within one year after the issue date. However, the date of your holiday does not have to fall within the period your Refund Credit Note is redeemable for. The Refund Credit Notes are valid for a booking to any destination with a departure date of your choice. If you are unable to find and book a suitable holiday before the expiry date, you can request a refund from Sunweb. Any cash refund will be transferred by the expiry date.

What if I cannot accept the Refund Credit Note?

Based on the EU Package Travel Directive, customers have the right to request a full cash refund to be paid within 14 days of the cancellation date where a holiday is cancelled as a result of “unavoidable and extraordinary circumstances”. However, as organisations are waiting on refunds from their suppliers and do not have the cash to immediately provide these refunds, an alternative solution has been found by offering customers a Refund Credit Note. You do have the right to refuse the Refund Credit Note according to the guidelines set by ABTA. If you do this we will refund you as soon as possible, however, due to the exceptional circumstances the time limit will currently exceed the 14-day window. Please note by refusing the Refund Credit Note you will forfeit your rights to financial protection. The financial protection is directly linked to the Refund Credit Notes. Our guarantee fund SGR can only offer this protection if the Refund Credit note is accepted. Please inform us if you choose to refuse the Refund Credit Note. We will further inform our guarantee fund and process your refund as soon as possible.

How do I book a new package holiday?

You must book a new holiday on any Sunweb Group website.

 

1. To redeem your Refund Credit Note you will need the code on your credit note. You can copy this code by clicking the button next to the code. Keep the email address and date of birth of lead booker whom the Refund Credit Note was awarded to, you will need this later.

2. Now you can go ahead and rebook your holiday. 

3. Select your favourite hotel and proceed through you the booking steps.  Remember your Refund Credit Note is not a discount code. So you should not redeem your code in step 2 of the booking process. 
4. Once you have completed your booking you can redeem your code to secure your booking. Please choose the payment option ‘Refund Credit Note’. 

Enter the information you collected at the start and click on "continue". You can now choose to pay using the full amount or just part of it. For example, only use   150 now and save the rest for later.

5. Finally, click "pay" and you will receive confirmation that your voucher has been successfully redeemed.

6. If there is an outstanding balance to be paid on the new booking after the Refund Credit Note has been applied, you will need to pay this in accordance with Sunweb Group normal terms & conditions.

7. If there is still an outstanding value on the Refund Credit Note after booking a new holiday this can be applied to another holiday. 

In the unlikely event that a new booking is also cancelled, and you are entitled to a payment, Sunweb Group will assign the value to a Refund Credit Note. The regular Sunweb Group terms and conditions will apply to your new booking. You must agree to these conditions when making a new booking.

Other conditions with the SGR protected Refund Credit Note:

 

A. This Refund Credit Note is covered by our guarantee fund, SGR, within the meaning of Article 3 of the SGR guarantee scheme.

 

B. Sunweb is a member of the SGR.

 

C. This means that in case a travel organisation - which is affiliated with SGR - goes bankrupt and you still have an unused SGR Refund Credit Note, this will be reimbursed by SGR. You can read the specific conditions for claiming this scheme at www.sgr.nl.

 

D. When relying on the SGR coverage, the original cancelled travel agreement and proof of payment must also be submitted, in accordance with SGR's guarantee scheme.

 

E. The guarantee scheme of SGR applies in accordance with the board decision of 16 March 2020 and any subsequent SGR board decisions.

 

F. SGR coverage only applies to SGR Refund Credit Note issued between March 16, 2020, and June 1, 2020 (or as much longer if the SGR has extended the period).

 

G. This SGR cover only applies in the event of cancellation of trips in connection with the inability to carry out the trip in the context of the emergence of the unavoidable and extraordinary circumstances resulting from the coronavirus and for trips that originally fell under the guarantee of SGR. 

 

H. A claim arising from a Refund Credit Note other than a trip cancelled due to the coronavirus is not covered by the guarantee scheme of SGR.

 

No rights can be derived from printing and/or typing errors. 

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