Terms & Conditions

1. Definitions & Interpretation

"Booking": The travel arrangements purchased from us, including all component services.
"Consumer": An individual acting for purposes wholly or mainly outside their trade, business, craft, or profession.
"Contract": The agreement between us for the supply of Services, incorporating these Terms.
"Force Majeure": Extraordinary events beyond our reasonable control including but not limited to: war, terrorism, civil unrest, natural disasters, epidemics, industrial action, government restrictions, or technical failures.
"Package": A combination of travel services meeting the criteria of the Package Travel Regulations 2018.
"Services": Travel services we arrange as agent, including flights, accommodation, transfers, tours, and ancillary services.
"Supplier": Third-party providers of travel services including airlines, hotels, tour operators, car hire companies, and other service providers.
"Total Price": The total amount payable for the Booking, including all taxes, fees, and charges.
"We/Us/Our": Sky Travel Services Ltd, registered in England and Wales.
"You/Your": The person making the booking and all persons on whose behalf the booking is made.

Interpretation: References to statutes include amendments and re-enactments. Headings do not affect interpretation. "Writing" includes electronic communications. "Person" includes individuals, corporations, and unincorporated associations.

2. Company Information & Governing Law

2.1 Our Details

Company Name: Sky Travel Services Ltd
Email Address: info@skytravelservices.co.uk
Telephone: As displayed on our website
Website: https://skytravelservices.co.uk
Operating Hours: Monday-Friday 9:00-17:30, Saturday 10:00-14:00

2.2 Governing Law & Jurisdiction

These Terms are governed by and construed in accordance with English law.

Any disputes arising from these Terms or our services shall be subject to the exclusive jurisdiction of the courts of England and Wales.

Consumers resident in Scotland or Northern Ireland may bring proceedings in their local courts.

3. Our Status & Service Description

3.1 Agency Relationship

CRITICAL NOTICE: We act as a disclosed agent for travel Suppliers. Contracts for travel services (flights, hotels, car hire, etc.) are between you and each Supplier. We exercise reasonable skill and care in selecting Suppliers but are not party to contracts between you and Suppliers.

3.2 Service Scope

Our services include but are not limited to:

Travel consultancy and itinerary planning
Booking coordination with multiple Suppliers
Payment processing and documentation management
Pre-travel support and assistance
Problem resolution during travel (where feasible)
Visa application guidance (where offered)
Travel insurance advice and arrangement

3.3 Limitations of Our Services

We do not:

Operate airlines, hotels, or other travel services
Guarantee Supplier performance or service quality
Accept liability for Supplier acts, omissions, or failures
Provide on-site representation at destinations
Act as tour leaders or guides
Provide medical advice or emergency medical services

4. Booking Process & Contract Formation

4.1 Step-by-Step Booking Procedure

Enquiry & Quotation: We provide non-binding price quotations valid for 24 hours (unless otherwise stated).
Option Hold: We may hold options subject to Supplier conditions (usually 24-48 hours).
Booking Request: You submit completed booking form with accurate passenger details.
Payment: You pay deposit or full amount as specified in the quotation.
Confirmation: We issue Booking Confirmation upon Supplier acceptance.
Contract Formation: Binding contract forms upon our issuance of Booking Confirmation.

4.2 Essential Information Requirements

You must provide accurate information for all travellers:

Full names (exactly as appearing in passports)
Dates of birth for all travellers
Passport details (number, expiry date, nationality, place of birth)
Contact information (email, mobile phone)
Special requirements (dietary, mobility, medical)
Travel insurance details (or signed decline declaration)
Frequent flyer numbers (if applicable)

4.3 Accuracy Responsibility

You are solely responsible for booking information accuracy. We are not liable for errors in information you provide. Correction charges (minimum £35 per person) apply for amendments required due to your errors. Name changes may be treated as cancellations by Suppliers.

4.4 Telephone Bookings & Call Recordings

When booking by telephone:

Calls may be recorded for training, quality, and verification purposes
Verbal agreements are subject to these written Terms
You must confirm booking details in writing (email acceptable)
We will send written confirmation of all telephone bookings
Call recordings retained for 90 days as per our Privacy Policy

5. Pricing & Payment Terms

5.1 Price Composition

The Total Price includes:

Base cost from Suppliers
Our service fees (disclosed separately)
UK Air Passenger Duty (where applicable)
Tourism taxes and destination charges
Carbon offset contributions (if selected)
Credit card fees (if applicable)

5.2 Exclusions from Price

The Total Price excludes:

Travel insurance premiums
Visa and passport application fees
Vaccination costs
Luggage beyond allowance
Meals not specified in itinerary
Optional excursions and activities
Personal expenditures (souvenirs, tips, etc.)
Excess baggage charges
Airport transfers not specified

5.3 Price Changes Before Booking

We reserve the right to adjust prices before confirmation due to:

Supplier cost increases
Currency fluctuations exceeding 3%
Government tax or duty changes
Fuel surcharges imposed by carriers
Changes in exchange rates affecting costs

5.4 Payment Schedule

Booking Type	Deposit Required	Balance Due	Special Conditions
Standard Bookings	20% of Total Price or minimum £150 per person	12 weeks before departure	Paid at time of booking
Late Bookings (within 12 weeks)	Full payment required	Immediately	Subject to availability
Group Bookings (10+ persons)	30% of Total Price	16 weeks before departure	Special cancellation terms apply
Complex Itineraries	25% of Total Price	14 weeks before departure	Non-refundable deposit may apply

5.5 Additional Charges

Credit card surcharge: 1.5% (debit cards free)
Amendment fees: £35 per person per change
Special request processing: £25 per request
Late payment charge: 8% above Bank of England base rate
Administrative fees for documentation reissue: £20 per document
Bank transfer charges: Actual cost incurred

6. Consumer Rights & Cooling-Off Period

6.1 Statutory Rights

Your statutory rights under the Consumer Rights Act 2015 remain unaffected. Services must be provided with reasonable skill and care. You have redress for unsatisfactory service provision.

6.2 Distance Selling Regulations

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013:

For services not commencing within 14 days of contract conclusion: 14-day cancellation right applies
Right to cancel without reason within cancellation period
Refund within 14 days of cancellation notice
Right to standard information before contract conclusion

6.3 Exception for Customised Travel Arrangements

IMPORTANT: For bespoke, customised travel arrangements tailored to your specific requirements, the 14-day cancellation right does NOT apply under Regulation 28(1)(h) as the service begins immediately with the customised planning work.

6.4 Package Travel Regulations 2018

If we arrange a "Package" as defined in the Package Travel Regulations 2018:

Full financial protection for monies paid
Right to transfer booking to another person (with fees)
Price increase limits and reduction rights
Significant alteration and termination rights
Repatriation protection if we become insolvent
Pre-contractual information requirements

7. Cancellation & Amendment Policy

7.1 Your Cancellation Rights

You may cancel at any time before travel commencement. Cancellation charges apply as follows:

Cancellation Timeline (Before Departure)	Cancellation Charge	Refund Amount	Notes
More than 70 days	Loss of deposit	Balance refunded	Minimum £150 per person
69-42 days	50% of Total Price	50% refunded	Plus any non-refundable Supplier charges
41-28 days	75% of Total Price	25% refunded	Subject to Supplier terms
27-14 days	90% of Total Price	10% refunded	Plus any non-refundable Supplier charges
13 days or less / No show	100% of Total Price	No refund	Travel insurance claim possible

7.2 Amendment Requests

You may request amendments subject to:

Supplier availability and agreement
Amendment fees (our fee plus Supplier charges)
Price differences for upgraded services
Administrative charges for documentation reissue
Possible loss of promotional rates
Name changes may be treated as cancellations

7.3 Our Cancellation Rights

We may cancel Bookings due to:

Non-payment by due dates
Force Majeure events preventing travel
Failure to provide required information
Supplier withdrawal of services
Minimum group numbers not achieved (for group travel)
Your failure to comply with these Terms
Security or safety concerns

7.4 Refund Processing Times

Refunds processed within 14-28 working days of cancellation confirmation. Refunds made to original payment method. International refunds may take longer due to banking processes. Administrative fees deducted from refunds where applicable.

8. Travel Documentation & Health Requirements

8.1 Your Sole Responsibilities

You are SOLELY responsible for:

Valid passports (minimum 6 months validity from return date for most countries)
Necessary visas and entry permits for all destinations
Health certificates and vaccination proofs as required
Travel insurance with adequate cover for your entire trip
Compliance with destination entry requirements
Re-entry permits for your country of residence
Parental consent letters for children travelling without both parents

8.2 Our Limited Assistance

We may provide (where offered):

General advice on documentation requirements
Visa application guidance
Documentation checklist for your destination
Updates on known requirement changes
Referral to visa processing agencies
Basic health requirement information

8.3 Important Disclaimer

We are NOT responsible for:

Refusal of entry by immigration authorities
Inadequate travel documentation
Changes in requirements after advice given
Costs arising from documentation failures
Denied boarding due to documentation issues
Legal consequences of non-compliance

9. Insurance Requirements

9.1 Mandatory Travel Insurance

Adequate travel insurance is COMPULSORY for all bookings. You must provide proof of insurance before travel documents are released.

9.2 Minimum Coverage Requirements

Insurance must include minimum coverage:

Medical expenses: £5,000,000 minimum
Repatriation and emergency evacuation
Cancellation and curtailment: Full trip value
Personal liability: £2,000,000 minimum
Baggage and personal effects: £2,500 minimum
Missed departure and travel delay
Personal accident and death
Legal expenses cover
COVID-19 cover (including cancellation and medical)
Adventure sports cover (if participating)

9.3 Insurance Declaration & Consequences

By booking, you confirm understanding that:

We are not insurance providers or advisors
Insurance is your responsibility to arrange
We may recommend insurers but do not endorse specific providers
Uninsured travellers assume all financial risks
We may refuse service without adequate insurance
Pre-existing medical conditions must be declared to insurers

10. Supplier Terms & Conditions

10.1 Incorporation by Reference

All Supplier terms and conditions apply to your travel. These include but are not limited to:

Airlines' conditions of carriage
Hotels' cancellation and stay policies
Tour operators' participation requirements
Car hire companies' rental agreements
Cruise lines' passenger contracts
Excursion operators' terms
Transfer companies' conditions

10.2 Your Acknowledgement

You acknowledge receipt of Supplier terms where provided. You agree to comply with all Supplier rules and requirements. Supplier limitations of liability apply to your travel.

10.3 Our Position Regarding Suppliers

We provide Supplier terms where reasonably available. We are not responsible for interpreting Supplier terms. Disputes with Suppliers are between you and the Supplier. We may assist with complaint resolution but are not obligated to do so.

11. Liability Limitations & Exclusions

11.1 Scope of Our Liability

We accept liability only for:

Negligent performance of our agency services
Breach of contractual obligations
Misrepresentation (fraudulent or negligent)
Death or personal injury caused by our negligence

11.2 Financial Limitations of Liability

Our maximum liability is strictly limited to:

Three times the Total Price for Package failures under Package Travel Regulations
The Total Price for non-Package arrangements
Direct losses only (excluding consequential losses)
£100,000 per booking for personal injury claims

11.3 Excluded Liabilities

We are NOT liable for:

Supplier failures, insolvency, or misconduct
Force Majeure events
Your failure to follow instructions or advice
Uninsured losses
Consequential, indirect, or special damages
Losses from information you provided inaccurately
Acts or omissions of third parties not under our control
Loss of enjoyment, disappointment, or distress
Currency fluctuations affecting costs

11.4 Time Limit for Claims

Claims must be notified in writing within:

28 days of return from travel for most claims
3 months for personal injury claims
6 months for claims under Package Travel Regulations
Legal proceedings must commence within 2 years of incident

12. Complaints Procedure

12.1 Immediate Resolution During Travel

During travel, report issues immediately to:

The Supplier on the spot
Our 24/7 emergency contact number (provided with documents)
Local representatives (if available)
Hotel management for accommodation issues
Airline staff for flight issues

12.2 Formal Complaint Submission

After travel, submit written complaints:

Within 28 days of return
Via email to: info@skytravelservices.co.uk with subject "COMPLAINT"
With supporting documentation (photos, receipts, etc.)
With booking reference clearly stated
Detailing exact nature of complaint and desired resolution

12.3 Our Complaint Handling Procedure

We will:

Acknowledge within 5 working days
Investigate thoroughly with Suppliers (allow 28 days)
Respond substantively within 28 days of acknowledgement
Escalate to management if unresolved at first level
Provide final response within 56 days if complex
Maintain complaint records for 6 years

12.4 Alternative Dispute Resolution

If unsatisfied with our final response:

For ABTA members: Use ABTA's dispute resolution scheme (www.abta.com)
For ATOL protected sales: Refer to CAA's ATOL scheme (www.caa.co.uk/atol)
For non-resolved complaints: Pursue through small claims court if under £10,000
Legal action through English courts for larger claims

13. Force Majeure & Travel Disruptions

13.1 Definition of Force Majeure

Force Majeure includes events beyond our reasonable control:

Natural disasters and extreme weather
War, terrorism, and civil unrest
Epidemics and pandemics (including COVID-19)
Industrial actions and strikes
Government restrictions and border closures
Technical failures beyond reasonable control
Airspace closures and flight restrictions
Acts of God and unforeseen events

13.2 Our Rights During Force Majeure

We may:

Cancel or amend travel arrangements without liability
Offer alternative services or dates
Retain reasonable costs incurred
Not be liable for failure to perform
Charge for additional services required
Impose special conditions for travel

13.3 Your Rights During Force Majeure

You may:

Accept alternative arrangements offered
Claim from travel insurance (if covered)
Receive refunds for unprovided services (minus costs)
Not claim compensation for Force Majeure impacts
Request future travel credits where available
Cancel with applicable cancellation charges

14. Special Requests & Medical Conditions

14.1 Special Requests

We will endeavour to accommodate special requests including:

Dietary requirements (vegetarian, allergies, religious)
Room locations and configurations
Flight seating preferences
Anniversary/birthday celebrations
Accessibility requirements
Specific hotel floors or views
Early check-in/late check-out requests

14.2 Medical Conditions & Disabilities Disclosure

You MUST disclose in writing:

Medical conditions affecting travel
Mobility restrictions and assistance needs
Pregnancy and related considerations
Prescription medication requirements
Communicable diseases
Mental health conditions requiring support
Any condition requiring medical equipment

14.3 Limitations on Special Requirements

We cannot guarantee:

Request fulfilment (subject to Supplier capability)
Accessibility at all destinations
Medical facilities at remote locations
Special needs provision without advance notice
Wheelchair access in all areas
Availability of medical equipment
Special dietary requirements in all locations

15. Behavioural Expectations & Consequences

15.1 Expected Conduct

You must:

Comply with all laws and regulations of visited countries
Respect local customs, traditions, and dress codes
Follow Supplier instructions and rules
Maintain appropriate behaviour at all times
Respect other travellers and local communities
Follow health and safety instructions
Observe environmental protection rules

15.2 Unacceptable Behaviour

Includes but not limited to:

Intoxication or drug use (except prescribed medications)
Disorderly or aggressive conduct
Harassment of others (sexual, racial, or other)
Damage to property (hotels, vehicles, etc.)
Illegal activities in destination countries
Smoking in non-designated areas
Failure to follow safety instructions
Disruption to other travellers' enjoyment

15.3 Consequences of Unacceptable Behaviour

We or Suppliers may:

Refuse service without refund
Remove you from travel arrangements at your cost
Report behaviour to authorities
Seek compensation for damages caused
Ban you from future travel with us
Charge for extra security or cleaning
Take legal action for serious offences

16. Data Protection & Marketing

16.1 Data Collection & Use

We collect personal data as detailed in our Privacy Policy. By booking, you consent to:

Necessary data processing for travel arrangements
Data sharing with essential Suppliers
Retention for legal and service purposes
Use of data for booking management
Sharing with authorities as required by law

16.2 Marketing Communications

We may send:

Service-related communications (required - no opt-out)
Marketing about similar services (opt-out available)
Newsletters and special offers (with explicit consent)
Customer satisfaction surveys
Important travel updates and alerts

16.3 Your Data Rights

You have rights under UK GDPR to:

Access your personal data (subject access request)
Correct inaccurate information
Object to marketing communications
Request data deletion (subject to legal requirements)
Restrict processing in certain circumstances
Data portability for automated processing

See our Privacy Policy for full details.

17. Financial Protection

17.1 Package Travel Protection

For Packages as defined in Package Travel Regulations 2018:

We provide financial security as required by law
Protection covers prepayments for unprovided services
Details provided in Booking Confirmation
Protection may be through insurance, bonding, or trust account
Covers repatriation if required due to our insolvency

17.2 Non-Package Arrangements

For non-Package arrangements (single services or linked arrangements):

Your money may not be financially protected
We hold client money in segregated accounts
Supplier failure may result in financial loss
Travel insurance should cover supplier failure
No statutory protection for single service bookings

17.3 Insolvency Protection Procedures

In our insolvency:

Protected Packages receive refunds/repatriation from protection scheme
Contact details for protection schemes in Booking Confirmation
Follow procedures specified by protection scheme
Keep all documentation for claims
Contact protection scheme directly for instructions

18. General Provisions

18.1 Entire Agreement

These Terms with Booking Confirmation constitute entire agreement. Previous communications and representations not incorporated. No reliance on pre-contractual statements not included herein.

18.2 Variation of Terms

We may update these Terms periodically. Current version always available on our website. Material changes notified to booked clients. Continued use constitutes acceptance of updated terms.

18.3 Severability

If any provision unenforceable, remainder continues valid. Unenforceable provisions replaced with valid similar effect. Invalidity of one clause does not affect others.

18.4 Third-Party Rights

Only parties to Contract have enforcement rights. Suppliers may enforce limitations of liability. Consumer rights under Contracts (Rights of Third Parties) Act 1999 preserved where applicable.

18.5 Assignment

We may assign rights and obligations to successor businesses. You may not assign without our written consent. We may subcontract services to third parties.

18.6 Notices

Notices sent to email address provided. Deemed received next working day if sent by email. Written notices by recorded delivery to registered address.

18.7 Waiver

No waiver of any term effective unless in writing. Failure to enforce rights not a waiver. Partial exercise of rights does not preclude further exercise.

19. Acceptance & Acknowledgement

19.1 Explicit Acceptance Required

By making payment or instructing us to proceed, you CONFIRM:

Understanding and acceptance of these Terms & Conditions
Authority to act on behalf of all persons in booking
Agreement to our Privacy Policy
Receipt of all essential pre-contract information
Understanding of cancellation charges and policies
Agreement to mandatory travel insurance requirement

19.2 Required Disclosures Acknowledged

You acknowledge receipt of:

These Terms & Conditions
Supplier terms where applicable
Insurance requirements and recommendations
Health and documentation advice
Financial protection information
Passport and visa requirement information
Cancellation and amendment policy

Contact for Clarification

For questions about these Terms, contact BEFORE booking:

Email: info@skytravelservices.co.uk
Subject: "Terms & Conditions Query"

Do not proceed with booking if unclear on any provisions.