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Consumer protection

At Pura Aventura we understand that we have a duty to protect your money. No matter where you are from, we are a responsible tour operator dedicated to managing our affairs in a way which ensures that your money is safe with us.

The Package Travel, Package Holidays and Package Tours Regulations 1992 require us to provide security for the monies that you pay for the package holidays booked from this brochure and for your repatriation in the event of our insolvency.

Our ATOL license is issued on an annual basis by the Civil Aviation Authority (CAA) which is the UK Government department in charge of all aspects of aviation. When you buy an ATOL protected flight or flight inclusive holiday from us you will receive an ATOL Certificate. This lists the flight accommodation car hire and/or other services that are financially protected, where you can get information on what this means for you and who to contact if things go wrong.

If you book arrangements that are not covered by ATOL protection then your monies are protected against the possibility of our insolvency by way of ABTOT.

The Association of Bonded Travel Organisers Trust Limited (ABTOT) provides financial protection under the Package Travel, Package Holidays and Package Tours Regulations 1992 for Pura Aventura Limited, and in the event of our insolvency, protection is provided for the following:

  1. non-flight packages commencing in and returning to the UK;
  2. non-flight packages commencing and returning to a country other than the UK; and
  3. flight inclusive packages that commence outside of the UK, which are sold to customers outside of the UK.

1, 2 and 3 provides for a refund in the event you have not yet travelled. 1 and 3 provides for repatriation. Please note that bookings made outside the UK are only protected by ABTOT when purchased directly with Pura Aventura.

Consumer protection in this context relates quite specifically to financial protection but we also take our duty of care very seriously. For more information on how we strive to make sure that you are safe on holiday, please read about our work on Health & Safety. For more information on how we protect the places we work, please read about How We Work.

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