Terms & Conditions

BOOKING AN EXPERIENCE, EXCURSION OR ATTRACTION  

These terms and conditions explain our role in relation to booking experiences and form the basis of your contract with us in relation to your experience booking. By making an experience booking through us, you are deemed to have accepted these terms and conditions in full.  

Where we talk about experiences in these terms and conditions we mean the experience, excursion or attraction that you book with your package holiday or through us as agent for the company who provide the experience, who we call a Supplier.  

Booking an Experience as part of the package holiday:  

Where you choose to book experiences at the same time as your package holiday, the total charged to you for your holiday will be inclusive of such experiences and the experiences will form part of your package travel holiday contract under the Package Travel and Linked Travel Arrangements Regulations 2018.  

In these circumstances we accept liability as organiser of the package holiday, your contract will be with us and our full booking conditions https://www.jet2holidays.com/terms-and-conditions apply. Additionally, the Supplier may have additional conditions which apply, and together these make the ‘conditions of contract’ and constitute the entire agreement between you and Jet2holidays.  

Booking an Experience after your original package holiday booking and prior to travel:  

You may book experiences prior to travel through Jet2holidays. In the event that you choose to book an experience prior to travel, we will be acting as agent for the relevant Supplier. Your contract will be with the Supplier, and not with us, and their terms and conditions will apply. Our responsibility to you is to make the booking with the relevant Supplier in accordance with your instructions. We are not responsible or liable for the provision of the experience or for anything that happens during the course of its provision by the Supplier. Experiences booked in this way do not form part of your holiday and the Package Travel and Linked Travel Arrangements Regulations 2018 do not apply.  

 
Booking an Experience in resort:  

Experiences that you book whilst you are on holiday are not part of your package holiday. For any experience that you book through us, we will be acting as agent for the relevant Supplier. Your contract will be with the Supplier and not with us and their terms and conditions will apply. Our responsibility to you is to make the booking with the relevant Supplier in accordance with your instructions. We are not responsible or liable for the provision of the experience or for anything that happens during the course of its provision by the Supplier. Experiences booked in resort do not form part of your holiday and the Package Travel and Linked Travel Arrangements Regulations 2018 do not apply.  

Contract:  

Where the experience is booked outside the package holiday, a binding contract between you and the Supplier comes into existence when we send your booking confirmation to the lead name on behalf of the Supplier. This contract will be subject to these booking conditions and the Supplier’s terms and conditions.  

These booking conditions and all matters arising out of them are governed by English law. Where you wish to make a claim against us as agent, or have any dispute with us as agent in relation to any service provided by us, both parties agree this will be dealt with by the Courts of England only.  

Many of our Supplier’s terms and conditions can be found on their websites and we advise that you read their terms and conditions very carefully as they may limit and/or exclude their liability to you. The Supplier’s terms and conditions will also contain information about the experience, your booking, the rules you must comply with upon attending an experience as well as information relating to changes to or cancellations of experiences.  

Where we act as agent for our Suppliers, in the event of any conflict between the Supplier’s terms and conditions and these terms and conditions, the relevant provisions of the Supplier’s terms and conditions will take precedence.  

Information, Changes and Cancellations to an Experience or Attraction:  

Information relating to the experience is provided to us by our Suppliers and is passed on in good faith.  

If you or any member of your party has any medical condition, disability, significant reduction in mobility or a significant allergy which may affect your experience (including any which affect the booking process) or have any special requirements as a result, please tell us before you confirm your experience booking so that we can assist you in considering the suitability of the experience and/or making the booking. You should also tell us if any such condition, disability, reduction in mobility or significant allergy worsens or develops after your booking is confirmed.  

If a Supplier, acting reasonably, is unable to accommodate your needs they may decline or cancel an experience booking. We will do our best to assist you in finding an alternative experience, however, if no such experiences can be found we must reserve the right to decline any further assistance.  

Whilst every effort is made to provide an accurate description of the experience, changes to experiences are sometimes required. Jet2holidays and/or the Supplier reserves the right to cancel, amend or change all or any part of any experience without prior notice, where they consider at their absolute discretion that there might be any risk to your comfort, health or safety, or if there is an insufficient number of individuals booked to make it viable to proceed, or for technical or operational reasons, adverse weather conditions or other circumstances out of the Supplier and/or Jet2holiday’s control.  

Experiences purchased as part of a package: Where your experience is part of your package holiday and Jet2holidays cancels it, you will be entitled to a refund of the cost of the experience. Changes and cancellations made to experiences are not significant changes to your package holiday and you will not be entitled to a refund of the cost of your package holiday.  

Experiences booked outside the package: You should check the Supplier’s cancellation terms but generally if a Supplier cancels an experience you will be entitled to a full refund.  

If you choose to cancel the experience, refunds will be provided in accordance with the Supplier’s terms and conditions. Some Suppliers allow refunds on cancellations made not less than a set number of hours before the date of the experience (usually between 24 and 48 hours) but please do check the Supplier’s terms and conditions for full details. Generally, if you don’t show up to the experience, no refunds will be given.  

To cancel an experience prior to travel please call the Pre-Travel Services team on 0333 300 0737. For experiences booked prior to travel or with your Resort Customer Helper in resort, please speak to your Resort Customer Helper if you wish to cancel. For experiences booked online in resort, cancellations must be completed online by logging into your experience booking and selecting the option to cancel.   

Refunds will generally only be processed via the same payment method and to the same card as the original booking was made by the customer and can take up to 14-days. Please note, cash refunds are not available. 

Health & Safety and Restrictions  

It is your responsibility to ensure you, and your party read and comply with all terms, instructions, rules and notices provided by the Supplier or displayed on the experience carefully.  

For safety reasons some Suppliers will restrict the availability of some experiences based on factors such as ability, age, weight or height. These restrictions will be imposed by the individual Supplier. Please ensure you have read the Supplier’s terms and conditions and any safety notices carefully. For your own safety, we advise you to comply with the Supplier’s restrictions.  

It is your responsibility to declare any health issues that may prevent you or any party member from participating in the experience or that may cause a potential risk to yourselves or others.  

Please be aware that some experiences do carry an element of risk and it is your responsibility to ensure that the experience is suitable for you and/or your party and that you are fit enough to join in. We urge you to check that you have suitable and valid insurance for your experience.  

Behaviour  

All our customers are expected to conduct themselves in an orderly and acceptable manner and not to disrupt the enjoyment of others.  

You are responsible for your actions and the effect they may have on others. We take a zero-tolerance stance with regard to any person who threatens the safety, comfort and wellbeing of customers and colleagues. You must not: (i) contravene any applicable law; (ii) use any threatening, abusive or insulting words or actions towards other customers or colleagues; (iii) behave in a disorderly manner or in a manner to which other customers may reasonably object. If we, or another person in authority, such as the provider of the experience, believe (a) your actions could upset, annoy or disturb other customers, our suppliers or our own colleagues, or put them in any risk or danger, or damage property; (b) your actions could cause a delay or diversion to transportation; or (c) you are unfit to travel, we may end not just your experience but your whole holiday and terminate your booking. See the Jet2holidays terms and conditions in this regard.  

We cannot be held responsible for the actions or behaviour of people on the experience, who have no connection with your booking arrangements or with us.  

Complaints  

If during your holiday you have a complaint regarding an experience booked prior to travel or with your Resort Customer Helper, please contact or visit the Resort Customer Helper (if there is one) to raise your complaint. If you cannot contact the Resort Customer Helper, please contact our Customer Operations team using the Emergency Customer Helpline (0044 113 387 9501) without undue delay. They will raise the complaint with the In-Resort Team who will liaise with the Supplier and endeavour to resolve the complaint and put things right.  

If you are still not satisfied on your return home, you must make a formal complaint addressed in writing to our Customer Services Team at customerservices@jet2holidays.com.  

If you have a complaint about an experience booked online in resort, please contact Jet2experiences@musement.com and set out the details of your complaint.   

Please note that the Supplier may have their own complaints policy, please check the Supplier’s terms and conditions.  

These terms and conditions were last updated: 09/04/2026