If your business deals directly with consumers, your terms must be fair if you want to rely on them.
The right terms can protect your business and reassure your customers they’ll be treated fairly.
Why are we running this campaign?
We’re asking you to Check-In on your terms and use the information below to help make sure your terms are fair.
Remember – you can’t rely on unfair terms. They won’t protect your business as they are not legally binding on your customers.
When you’re busy running a business, you might overlook the small print, but it can make a big difference to your relationship with your customers, especially if something goes wrong and they have to cancel.
Deposits and cancellations can often be a big issue for holiday and travel businesses. Losing a deposit really matters to a consumer. Having fair terms can help prevent disputes, saving you time and money.
Checking in on the Holiday and Travel Industry
People spend large amounts of money on holidays and travel every year, so it’s especially important they’re treated fairly. The CMA has previously looked into different parts of the holiday experience to make them fairer. For more information on these areas, click on the links below:
Online hotel booking websites: Consumer law investigation
Car rental: Advice for businesses
Does your business sell package holidays?
A package holiday is generally the combination of two or more different types of travel services which are combined for the purposes of the same trip (e.g. a flight and hotel deal, or a hotel stay with car hire).
If so, recent legislation – the Package Travel Regulations 2018 – may be relevant to your terms.
The Package Travel Regulations 2018 (PDF,32 pages 438kb)
Remember, when you Check-In on your terms, you’ll need to consider the Package Travel Regulations 2018 as well as the general guides found on this site.
Quick links for consumers
If you’re a consumer and have an issue with an unfair term, the links below can help direct you where you need to be.
If you feel like you’ve been affected by an unfair term, you can go to Citizens Advice for help and guidance.
Unlike Citizens Advice, the CMA can’t advise you directly on individual complaints, however you can report what you think is an unfair term to us if you believe it might have a wider effect on how competition or markets operate. Alternatively, you can report an issue to your local Trading Standards Office.
Guides for businesses
Use our guides below or watch our short explainer videos to help make sure your contract terms and conditions are fair and clear for consumers. More detailed formal guides are also available.