Step One: What are fair terms?

Terms and conditions set out what businesses and customers should expect from each other – but terms have to be “fair” otherwise they can’t be relied upon. This short film explains what makes a term “fair” or “unfair”.

Generally, contract terms and notices are unfair if they put the customer at an unfair disadvantage. The law applies a “fairness test” (PDF, 1.07MB, 2 pages) that starts by importantly asking whether the wording used tilts the rights and responsibilities between the customers and the trader too much in favour of the trader.

Our individual ‘at-a-glance’ guides provide a starting point for understanding some of the common types of terms where unfairness can arise.

Step Two: Why do fair terms matter to travel businesses?

As a general rule, travel business’ terms and conditions deal heavily with deposits and cancellations which is one of biggest areas that consumers’ complaints arise from.

Watch our short video below to find out why fair terms matter so much to travel businesses.

Step Three: What terms are relevant to me?

Every travel business is different, so it might not be immediately obvious what aspects of fair terms law are relevant to your business. Use the quiz below to help you find what you're looking for.

Step Four: Guides to review your terms.

The short videos below will give a brief overview to help you review your terms and alert you to any potential problems with your terms. The accompanying links will give you more detailed written information on the particular strand of fair terms law you’re looking at.

Top Tips for writing terms and conditions

Some key principles to bear in mind when writing terms and conditions for consumers, to avoid them being unfair. Top Tips

Changing the terms of an agreement

Using certain terms that allow the business to change important details about a contract or agreement can be unfair for customers. Variations in contracts.

Cancelling an agreement: When and How

Certain terms that dictate how businesses and customers can cancel a contract can be unfair. Cancelling contracts.

Deposits, Advance Payments and Cancellation Charges

Watch our explainer video on how to avoid using certain terms when taking deposits and advance payments from customers. Deposits, Advance Payments and Cancellation Charges.

Subscriptions and Auto-rollovers

Subscription contracts can be unfair for consumers, and it can be illegal for businesses to try and use them. Subscriptions and rollovers.

When a customer breaks an agreement

It can be unfair to use certain terms if customers do something wrong, or go against your terms and conditions. Breaking an agreement.

Responsibility if things go wrong

Sometimes things go wrong, watch our video on terms and conditions to avoid responsibility if certain things go wrong. Take a more detailed look.


Step Five: Fair terms quiz.

Put into practice what you’ve learned and see if you can pass the quiz. Anything less than 100% could leave your business at risk of consumer disputes.

Over 85% of business owners are not familiar with the Consumer Rights Act 2015 - How much do you know?

Step Six: Take the pledge to review your terms.

We're asking you to pledge to review, and if necessary, update your terms and conditions to ensure they are transparent and fair for your customers.