This is an easy reference version of our Terms and Conditions to help you understand exactly how Dial An Exchange works. The full legal Terms and Conditions can be viewed below via the link. Whenever you make a Deposit, take an Exchange, Rental Option or take a Bonus Week, you are agreeing to be bound by these Terms and Conditions.
Appointment as agent. When you become a member of Dial An Exchange, you are appointing Dial An Exchange Ltd. as your agent to introduce you to another holiday property owner who has deposited a week which you would like to take as an Exchange holiday.
When you deposit a week into the Dial An Exchange system, you are appointing Dial An Exchange Ltd. as your agent to introduce you to another holiday property owner who wants to take that week as an exchange holiday.
Accuracy of information. We ask you to provide accurate information about your holiday property so that other members can satisfy themselves that it is suitable for their Exchange holiday.
When choosing an Exchange holiday, it is your responsibility to make sure that the property you choose is suitable for all your requirements.
The information we supply is provided by our members or obtained from public web sites. Whilst we try our very best, we cannot guarantee the accuracy of the information we supply.
Formation of Contract. When we issue the Final Confirmation, the holiday Contract is between the member who has deposited the week and the member who is taking that week. The inbound guest is subject to the normal Terms and Conditions of the holiday property owner and their property or resort manager. Dial An Exchange acts only as the introduction agent and does not supply the holiday itself.
Our obligation to you. We supply the name of the person who owns the property you have chosen to exchange into. You are welcome to contact them before your holiday should you need to.
We supply your name to the member who has chosen your deposited week as their exchange holiday. We do not give any other of your details to anyone else. (See privacy policy)
When you deposit a week, you get a "credit". This credit is valid for three years from the date of deposit and enables you to take any available week out of the Dial An Exchange or Options Exchanges system, on payment of the exchange fee (excludes Rentals).
Like for Like. We do not offer "like for like". You can have any size of property, in any location on any date, assuming it is available from the Dial An Exchange system. It is up to you to choose an exchange property that meets your requirements.
Cancellation. If you cancel your exchange holiday, you will lose both the exchange fee and the credit associated with the week you deposited to get that exchange. We therefore recommend our optional Cancellation Protection Option.
With our £10 Cancellation Protection Option claiming back your exchange fee and your exchange credit is easy.
If you have to cancel your exchange holiday for any documentable reason from an independant 3rd party we’ll reinstate your credit to spend on another exchange holiday and your fee will be refunded upon receipt of suitable third party documentation.
Please note, "I have changed my mind", "I have found something better" or "I don't want to go as the weather isn’t going to be nice" are not deemed suitable reasons for cancelling your exchange holiday.
Upon instructions to cancel an exchange we will reinstate your exchange credit, however before refunding the exchange fee we ask you to send us a document supporting the need for cancellation. Examples include a doctor's note, a death certificate (copies acceptable), a letter from your employer or a letter from any third party that explains the reasoning of you having to cancel your holiday.
On receipt of such documentation, we will issue a full refund of the exchange fee paid via your original payment method.
Bonus Weeks, Options Rentals, Options Exchanges and Resort Rentals are non-refundable. We would recommend using a comprehensive travel insurance policy to protect against unexpected cancellation. If you have taken Cancellation Protection Option on an Options Exchange then only your credit will be reinstated.
Complaints. Please remember that every property and every resort is different. Please do not expect the same standard as the week you deposited. Standards vary enormously according to local conditions. If you have a problem with the holiday property, please contact the local property manager immediately and ask for the problem to be rectified. If you are still dissatisfied and decide not to occupy the property, then neither the property owner nor Dial An Exchange has any liability to provide you with alternative accommodation, unless they have provided grossly misleading information. We are always pleased to receive feedback on your exchange holiday, good and bad. We understand that things do go wrong sometimes, so we will always try to help if it is within our control.
Refusal of Deposit. We reserve the right to refuse any deposit. We do this if we think the property is unsuitable or if we already have too many deposits of that type of property for that date.
Termination. Your membership of Dial An Exchange is continuous. You need to notify us if you no longer wish to be a member. We reserve the right to remove anyone from membership at any time.
Requests. You can make one free request for an Exchange holiday at any time. Please be as specific as possible. Dial An Exchange will endeavour to fulfil your needs, but is under no obligation to supply an exchange holiday. Making a request does not mean that you are going to get that particular holiday. If you join our Gold Advantage you can make unlimited requests. Click here for more information
Conditions of Deposit. Once you have deposited a week, you cannot sell, rent, use, give or deposit that week with another Exchange organisation without the explicit prior approval of Dial An Exchange. You must pay your annual maintenance fee in full for the week deposited (timeshare owners only). The property must be presented in a clean, comfortable condition to the incoming Exchange guest, with details displayed of the local property manager who should have authority to assist your inbound Exchange guest during their stay.
Exchanges. Dial An Exchange do not allow the transfer of exchanges to any other party without prior permission. When you purchase a week/exchanged, only the named guest on the booking is eligible to take that week unless otherwise agreed by Dial An Exchange. Any non-permitted transfers will be seen as breach of contract and the holiday and your membership will be cancelled with immediate effect.
Conditions of Purchase. Once you have purchased/exchanged a week, you cannot then resell, rent, or give that week to any other person/party without the explicit prior approval of Dial An Exchange.
Substitute Accommodation. Very occasionally, it may be necessary for the property owner/manager or Dial An Exchange to offer you alternative holiday accommodation to the property you have booked. If the substitute accommodation is not acceptable to you and you are unable to stay for a single night, then you are entitled to a full refund of the exchange fee you have paid and a reinstatement of your holiday credit. Neither the property owner or Dial An Exchange will be under any further obligation to you if you decline the alternative accommodation offered.
Remember: Whenever you make a Deposit, take an Exchange or take a Bonus Week or Rental Option, you are agreeing to be bound by these Terms and Conditions.
For full legal terms and conditions, click here.
