If you have received a Refund Credit Note due to the outbreak of COVID-19, you will be able to use the Refund Credit Note to book a new holiday.
If your original booking included flights it will be financially protected by SGR. You can read more information about the terms here. If your booking did not include flights, please view this page for more information about the financial protection afforded to your Refund Credit Notes.
The SGR-protected Refund Credit Notes have an expiry date that is linked to our financial protection by SGR. The current coverage protects our Refund Credit Notes for 12 months after the issue date.
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 via your My Sunweb account. If you do this we will refund you as soon as possible. For Refund Credit Notes issued for cancelled holidays in the 19/20 winter season we will ultimately refund you by 31st December 2020.
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 and request a refund. If you do this via your My Sunweb account we will refund you as soon as possible. For Refund Credit Notes issued for cancelled holidays in the 19/20 winter season we will ultimately refund you by 31st December 2020. Due to the exceptional circumstances the time limit will exceed the 14-day window and we kindly ask for your understanding. 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.