Terms & Conditions

We know that your holiday is very important to you. It is also extremely important to us since we want you to enjoy it and continue to book your holidays with us in years to come. We also care about our reputation and want to be sure that you understand both your and our obligations when you book a holiday with us. Please, therefore, spend a few minutes reading the following booking conditions, as they form the basis of your contract with Traveleyes Limited. We reserve the right to update these terms to you without notice. We recommend you regularly revisit our website www.traveleyes-international.com to ensure you have seen and are aware of our latest terms. For our charity challenge participant terms and conditions click here.  

Creating a Traveleyes account

All participants on our holidays must first create an account, and as such should have completed a registration form. We reserve the right to decline or cancel accounts at any time.

How to book a holiday

The person booking the holiday must be aged 18 or over and is responsible for making all payments. You will receive a booking confirmation within 7 days of payment; this will include an invoice.  

There are three steps required to complete the booking process:  

Step 1: Pay a non-refundable deposit as per clause 2 below. 

Step 2: Fully complete the booking form. You can do this online via your account. Where information is incorrect or withheld, or where medical declarations are not available, we will be absolved of any liability, and reserve the right to cancel your booking and retain any payment received. We reserve the right to refuse any booking at our discretion. We also reserve the right to cancel any booking due to unacceptable behaviour before the holiday.  

Step 3: Full balance is required 12 weeks before departure, including any optional excursions you may wish to book. Please note, optional excursions are subject to a minimum number of participants. 

1. Holiday contract, law and jurisdiction

By making a booking, the first named person on the booking agrees on behalf of all persons detailed on the booking that: 

  1. He/she has read these Booking Conditions and has the authority to and does agree to be bound by them; 
  2. He/she consents to our use of personal data in accordance with our Privacy Policies and is authorised on behalf of all persons named on the booking to disclose their personal details to us, including where applicable special categories of data (such as information on health conditions or disabilities and dietary requirements); 
  3. He/she is over 18 years of age and where placing an order for services with age restrictions declares that he/she and all members of the party are of the appropriate age to purchase those services; 
  4. He/she accepts financial responsibility for payment of the booking on behalf of all persons detailed on the booking.  

These Booking Conditions and any agreement to which they apply are governed in all respects by English law. We both agree that any dispute, claim or other matter which arises between us out of or in connection with your contract or booking will be dealt with by the Courts of England and Wales only. You may, however, choose the law and jurisdiction of Scotland or Northern Ireland if you live in those places and if you wish to do so.  

No variation to our contract with you shall be of any effect unless made in writing and with our authority. 

2. Booking and paying for your holiday

When you book your holiday, you must pay the following non-refundable, per person deposit and any additional amount specified at the time of booking for additional requirements: 

  • £100 if holiday price is up to £300
  • £200 if holiday price is between £301 – £500
  • £300 if holiday price is between £501 – £1500
  • £400 if holiday price is £1501 or more
  • The full cost of an alternative or additional flight (where relevant) 

A booking is made with us when you pay us a non-refundable deposit in accordance with the above table (or full payment if you are booking on or after the final balance due date specified above) and we issue you with a booking confirmation. We reserve the right to return your deposit and decline to issue a booking confirmation at our absolute discretion.   

It is your responsibility to provide correct details at the time of booking, including ensuring all passenger details exactly match their passport information.   

A binding contract will come into existence between you and us as soon as we have issued you with a booking confirmation that will confirm the details of your booking and will be sent to you or your travel agent. If your confirmed arrangements include an applicable flight, we (or if you booked via an authorised agent of ours, that agent) will also issue you with an ATOL Certificate.    

Upon receipt of your booking confirmation and any other documents including ATOL certificate, if you believe any documents are wrong then you must advise us immediately as changes may not be possible. We will have to pass on any additional charges that results from incorrect booking information being given to us.    

The balance of the cost of your arrangements (including any applicable surcharge) is due by the final balance date stated above. If we do not receive this balance in full and on time, we reserve the right to treat your booking as cancelled by you in which case the cancellation charges set out in clause 6 will become payable.   

Any money paid to an authorised agent of ours in respect of a booking covered by our ATOL is held by that agent on behalf of and for the benefit of the Trustees of the Air Travel Trust at all times, but subject to the agent’s obligation to pay it to us for so long as we do not fail financially.   

If we do fail financially, any money held at that time by the agent or subsequently accepted from the consumer by the agent, is and continues to be held by that agent on behalf of and for the benefit of the Trustees of the Air Travel Trust without any obligation to pay that money to us.   

3. Promotional offers with Traveleyes

Unless stated on promotional materials, all offers sent from Traveleyes are for new bookings only and cannot be used retrospectively. 

4. If you change your booking

If, after your booking has been confirmed, you wish to transfer to a different holiday or departure date, we will make every effort to satisfy your requirements; however, this may not always be possible. 

Any request to change arrangements must be made in writing by the person who made the booking or their travel agent before the final balance payment date. 

Where we can meet a request, all changes will be subject to payment of an administration fee of £100 per person per change, as well as any costs and charges incurred by us and/or incurred or imposed by any of our suppliers in making this change. Costs could increase the closer to the departure date that changes are made and could be up to 100% of the holiday price. 

If changes are requested after the final payment balance date of your booking, or if we are unable to assist you and you do not wish to proceed with the original booking, we will treat this as a cancellation by you. A cancellation fee may be payable in accordance with our booking conditions clause 6. 

If you wish to make a change to your booking, please contact us as soon as possible.  

5. If you cancel your booking

Should you, or any member of your party, decide to cancel your holiday booking you must advise us in writing, either by letter or by email. To cancel by email, please send a copy of your cancellation letter along with the original email confirmation to info@traveleyes-international.com. A cancellation will take effect from the date that written notice is received at our office.  

Should one or more member(s) of a party cancel, it may increase the per person holiday price of those still travelling and you will be liable to pay this increase.  

As we incur costs in cancelling your arrangements you will have to pay the applicable cancellation charges shown in the table below – these show the proportion of the full holiday cost, including VAT, and are applicable to both individual and group bookings.  Important Note: Certain arrangements may not be amended after they have been confirmed and any alteration or cancellation could incur a cancellation charge of up to 100% of that part of the arrangements in addition to the charge above.   

If you return home early from your holiday (or are unable to take part in the activity), we cannot refund the cost of any services you have not used. Depending on the circumstances you may be able to claim on your insurance.  

Period Before Departure (When written cancellation is received)Charge as a percentage of the full holiday cost
Up to 12 weeksDeposit
Between 6-12 weeks50%
Between 0-6 weeks100%

Cancellation by you due to unavoidable & extraordinary circumstances:  
You have the right to cancel your confirmed holiday before departure without paying a cancellation charge in the event of “unavoidable and extraordinary circumstances” occurring at your holiday destination or its immediate vicinity and significantly affecting the performance of the holiday or significantly affecting the transport arrangements to the destination. In these circumstances, we shall provide you with a full refund of the monies you have paid but we will not be liable to pay you any additional compensation. Please note that your right to cancel in these circumstances will only apply where the Foreign Commonwealth and Development Office advises against travel to your destination or its immediate vicinity. For the purposes of this clause, “unavoidable and extraordinary circumstances” means warfare, acts of terrorism, significant risks to human health such as the outbreak of serious disease at the travel destination or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely to the travel destination.  

This clause 6 outlines the rights you have if you wish to cancel your booking. Please note that there is no automatic statutory right of cancellation under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (Directive 2011/83/EU). 

6. Prices

We reserve the right to alter the prices of any of our unsold holidays at any time and correct errors in the prices of confirmed holidays. We are unable to honour prices where an obvious pricing error has been made. Prices on our website are updated regularly. We will advise you of the current price of the holiday before your booking is confirmed.  

We also reserve the right to increase the price of confirmed holidays solely to allow for increases which are a direct consequence of changes in:  

  1. the price of the carriage of passengers resulting from the cost of fuel or other power sources; 
  2. the level of taxes or fees chargeable for services applicable to  the holiday imposed by third parties not directly involved in the performance of the holiday, including tourist taxes, landing taxes or embarkation or disembarkation fees at ports and airports; and 
  3. the exchange rates relevant to the package.  

Such variations could include but are not limited to airline cost changes which are part of our contracts with airlines (and their agents), cruise ship operators and any other transport providers.  

However, if this means that you have to pay an increase of more than 8% of the price of your confirmed holiday (excluding any insurance premiums, amendment charges and/or additional services or travel arrangements), you will have the option of accepting a change to another holiday if we are able to offer one (if this is of equivalent or higher quality you will not have to pay more but if it is of lower quality you will be refunded the difference in price), or cancelling and receiving a full refund of all monies paid to us, except for any insurance premiums and any amendment charges and/or additional services or travel arrangements. Should you decide to cancel for this reason, you must exercise your right to do so within 7 days from the issue date printed on your final invoice. We will consider an appropriate refund of insurance premiums paid if you can show that you are unable to transfer or reuse your policy.  

Should the price of your holiday go down due to the changes mentioned above, then any refund due will be paid to you less an administrative fee of £10. However, please note that travel arrangements are not always purchased in local currency and some apparent changes have no impact on the price of your travel due to contractual and other protection in place. There will be no change made to the price of your confirmed holiday within 20 days of your departure nor will refunds be paid during this period. Please note, for any special requests or extra add-ons, additional charges and/or a higher and/or non-refundable deposit may be incurred. The total price will be notified to you before your booking is confirmed. Please see clause 17 for further details. 

7. Brochure and website accuracy

The information and prices in our brochures and website have been carefully checked and we believe they are correct at the time of publication.  Advertised prices in print publications, may have changed by the time you come to book your holiday. We will notify you of the current price at the time of booking online or over the phone.  

Occasionally changes and errors can occur, and we reserve the right to make changes; if this occurs, we will advise you before your booking is confirmed. You must check the current price and all other details relating to the arrangements that you wish to book before you make your booking. We feel it is right to point out that advertised facilities may be subject to change by the various suppliers concerned. There may be occasions when an advertised facility or activity is not available during your holiday. This may be due to insufficient numbers, weather, operational or maintenance reasons. All hotel gradings are those provided by the countries concerned.  

8. If we alter your holiday plans

As we plan your holiday arrangements many months in advance, we may occasionally have to make changes or cancel your booking and we reserve the right to do so at any time.  

If we have to alter your holiday before departure, any alteration will either be significant or minor. Where an alteration is minor, we will, if practicable, advise you or your travel agent before departure, but we are not obliged to pay you compensation. Examples of minor changes include alteration of your outward/return flights by less than 12 hours, changes to aircraft type, change of accommodation to another of the same or higher standard, changes of carriers. Please note that carriers such as airlines used in the brochure may be subject to change.  

Occasionally we may have to make a significant change to your confirmed arrangements. Examples of “significant changes” include the following, when made before departure:  

  1. A change of accommodation area for the whole or a significant part of  your time away. 
  2. A change of accommodation to that of a lower standard or classification  for the whole or a significant part of your time away. 
  3. A change of outward departure time or overall length of your arrangements by more than 12 hours. 
    i. A change of UK departure airport except between: 
    ii. The London airports: Gatwick, Heathrow, Luton, Stansted, London City and Southend 
    iii. The South Coast airports: Southampton, Bournemouth  
    iv. The South Western airports: Cardiff, Bristol and Exeter 
    v. The Midlands airports: Birmingham, East Midlands and Doncaster Sheffield 
    vi. The Northern airports: Liverpool, Manchester and Leeds Bradford 
    vii. The North Eastern airports: Newcastle and Teesside 
    viii. The Scottish airports: Edinburgh, Glasgow, Prestwick and Aberdeen 
  4. A significant change to your itinerary, missing out one or more  destination entirely.  

If a significant alteration occurs, we will advise you as soon as is reasonably possible and if there is time to do so before departure, we will offer you the choice of: (i) accepting the alteration, (ii) taking an alternative holiday (and where this is of a lower price, we will refund the difference), or (iii) withdrawing from the contract and accepting a full refund of all monies paid.  

You must notify us of your choice within 7 days of our offer. If we do not hear from you within 7 days, we will contact you again to request notification of your choice. If you fail to respond again, we will assume that you have chosen to accept the change or alternative booking arrangements. 

9. Compensation

In addition to a full refund of all monies paid by you, we will pay you compensation as detailed below, in the following circumstances:  

  1. If, where we make a significant change, you do not accept the changed arrangements and cancel your booking; 
  2. If we cancel your booking and no alternative arrangements and available  

The compensation that we offer does not exclude you from claiming more if you are entitled to do so.  

Period in which we notify youAmount you will receive from us per person*
Before balance due date£0
Between balance due date and up to 14 days before departure£20
Less than 14 days before departure£30

*IMPORTANT NOTE: We will not pay you compensation in the following circumstances:  

  1. where we make a minor change;  
  2. where we make a significant change or cancel your arrangements before  
    your balance due date;  
  3. where we make a significant change and you accept those changed arrangements or you accept an offer of alternative travel arrangements;  
  4. where we must cancel your arrangements as a result of your failure to make full payment on time;  
  5. where the change or cancellation by us arises out of alterations to the confirmed booking requested by you;  
  6. where we are forced to cancel or change your arrangements due to Events Beyond Our Control (see clause 13).  

Where, after departure, a significant proportion of the services contracted for is or cannot be provided, you will have the choice of returning to your point of departure and receiving a pro rata refund for the cost of the remainder of your holiday or accepting alternative arrangements. Where those alternative arrangements are of a lower standard, provide you with an appropriate price reduction.  

10. If we cancel your holiday

We make every endeavour to operate all of our holidays.  

If we have to cancel your holiday, you will have the choice of (i) taking an alternative holiday (and where this is of a lower price we will refund the difference) or (ii) withdrawing from the contract and accepting a full refund of all monies paid. We shall not cancel a holiday or travel arrangements after the date when the payment of the balance becomes due, unless this is as a result of Events Beyond Our Control or failure by you to pay the final balance or because the minimum number required for the package to go ahead hasn’t been reached. The minimum number required will be provided to you prior to booking.  

11. Events beyond our control

We will not be liable or pay you compensation if our contractual obligations to you are affected by “Events Beyond Our Control”. For the purposes of these Booking Conditions, Events Beyond Our Control means any event beyond our or our supplier’s control, the consequences of which could not have been avoided even if all  reasonable measures had been taken. Examples include warfare and acts of terrorism (and threat thereof), civil strife, significant risks to human health such as the outbreak of serious disease at the travel destination, epidemics, pandemics (including the ongoing effects of the Covid-19 pandemic) or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely to the travel destination or remain at the travel destination, the act of any government or other national or local authority including port or river authorities, industrial dispute, labour strikes, lock closure, natural or nuclear disaster, fire, chemical or biological disaster, unavoidable technical problems with transport and all similar events outside our or the supplier(s) concerned control.

12. Travel and transport

Tickets for travel of any kind whatsoever, whether by land, sea or air, are issued subject to the conditions and regulations published in the timetable, books or other notices of the persons, companies or authorities undertaking such transport.  

We make group flight bookings for our holidays in advance. Once these seats have been filled, extra seats are requested on a booking by booking basis. Sometimes there may be the need for a further supplement to be paid in addition to any holiday costs shown in our brochure. This is beyond our control and comes from the airline provider and in such cases, clause 21 (Conditions of our Suppliers) will apply. Any additional supplements will be quoted at the time of confirming your booking.  

13. Your insolvency protection

We provide financial security for flight-inclusive packages and ATOL protected flights by way of our Air Travel Organiser’s Licence number 0710, issued by the Civil Aviation Authority, Gatwick Airport South, West Sussex, RH6 0YR, UK, telephone 0333 103 6350, email: claims@caa.co.uk.   

When you buy an ATOL protected flight or flight inclusive package from us you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong.  

We, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL Scheme (or your credit card issuer where applicable).   
If we, or the suppliers identified on your ATOL certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.   

We provide full financial protection for our package holidays which don’t include flights, by way of a bond held by ABTOT (The Association of Bonded Travel Organisers Trust Limited), membership number 5008, Association of Bonded Travel Organisers Trust, 117 Houndsditch, London, EC3A 7BT. 020 7065 5313 enquiry@abtot.com. ABTOT provides financial protection under The Package Travel and Linked Travel Arrangements Regulations 2018 for HF Holidays Ltd (Trading as Traveleyes), and in the event of our insolvency, protection is provided for non-flight packages. ABTOT cover provides for a refund in the event you have not yet travelled or repatriation if transportation was included in your package. Please note that bookings made outside the UK are only protected by ABTOT when purchased directly with HF Holidays Ltd (trading as Traveleyes), company number IP05713R.   
In the unlikely event that you require assistance whilst abroad due to our financial failure, please call ABTOT’s 24/7 helpline on 01702 811397 and advise you are a customer of an ABTOT protected travel company.   

You can access The Package Travel and Linked Travel Arrangements Regulations 2018 here: https://www.legislation.gov.uk/uksi/2018/634/contents/made  

You can find out more about ABTOT here: https://www.abtot.com/  

14. Our responsibility

  1. We will accept responsibility for the arrangements we agree to provide or arrange for you as an “organiser” under the Package Travel and Linked Travel Arrangements Regulations 2018, as set out below and as such, we are responsible for the proper provision of all travel services specifically included in your package, as set out in your confirmation invoice and the information we provided to you regarding the services prior to booking] . Please note that we shall not be responsible for any additional services provided to you, whether provided by the travel service providers or otherwise, which are not set out in your confirmation invoice and the information we provided to you regarding the services prior to booking.
  2. We will not be responsible or pay you compensation for any personal injury or death unless you are able to prove that it was caused by our negligence or the negligence of our suppliers. 
  3. We will not be responsible or pay you compensation for any injury, illness, death, loss, damage, expense, cost or other claim of any description if it results from: 
    a. the acts and/or omissions of the person affected; or 
    b. the acts and/or omissions of a third party unconnected with the provision of the services contracted for and which were unavoidable and extraordinary; or 
    c. Events Beyond Our Control (as defined in clause 13).
  4. We limit the amount of compensation we may have to pay you if we are found liable under this clause: 
    a. loss of and/or damage to any luggage or personal possessions and money: the maximum amount we will have to pay you in respect of these claims is an amount equivalent to the excess on your insurance policy which applies to this type of loss per person in total because you are required to have adequate insurance in place to cover any losses of this kind. 
    b. Claims not falling under (3a) above and which don’t involve injury, illness or death: the maximum amount we will have to pay you in respect of these claims is up to three times the price paid by or on behalf of the person(s) affected in total. This maximum amount will only be payable where everything has gone wrong and you or your party has not received any benefit at all from your booking. 
    c. Claims in respect of international travel by air, sea and rail, or any stay in a hotel: 
    i. The extent of our liability will in all cases be limited as if we were carriers under the appropriate Conventions, which include The Warsaw/Montreal Convention (international travel by air); The Athens Convention (with respect to sea travel); The Berne/Cotif Convention (with respect to rail travel) and The Paris Convention (with respect to hotel arrangements). You can ask for copies of these Conventions from our offices. Please contact us. In addition, you agree that the operating carrier or transport company’s own ‘Conditions of Carriage’ will apply to you on that journey. When arranging transportation for you, we rely on the terms and conditions contained within these international conventions and those ‘Conditions of Carriage’. You acknowledge that all of the terms and conditions contained in those ‘Conditions of Carriage’ form part of your contract with us, as well as with the transport company and that those ‘Conditions of Carriage’ shall be deemed to be included by reference into this contract. 
    ii. In any circumstances in which a carrier is liable to you by virtue of the Denied Boarding Regulation 2004, any liability we may have to you under our contract with you, arising out of the same facts, is limited to the remedies provided under the Regulation as if (for this purpose only) we were a carrier. 
    iii. When making any payment, we are entitled to deduct any money which you have received or are entitled to receive from the transport provider or hotelier for the complaint or claim in question.
  5. Subject to these Booking Conditions, if we or our suppliers negligently perform or arrange those services set out in the confirmation invoice and the information we provided to you regarding the services prior to booking and we don’t remedy or resolve your complaint within a reasonable period of time, and this has affected the enjoyment of your package holiday you may be entitled to an appropriate price reduction or compensation or both. You must inform us without undue delay of any failure to perform or improper performance of the travel services included in this package. The level of any such price reduction or compensation in respect of any claim for damages or compensation whatsoever will be calculated taking into consideration all relevant factors such as but not limited to: following the complaints procedure as described in these Booking Conditions and the extent to which ours or our employees’ or suppliers’ negligence affected the overall enjoyment of your holiday. Please note that it is your responsibility to show that we or our supplier(s) have been negligent if you wish to make a claim against us 
  6. It is a condition of our acceptance of liability under this clause that you notify any claim to us and our supplier(s) strictly in accordance with the complaint’s procedure set out in these conditions.
  7. Where any payment is made, the person(s) receiving it (and their parent or guardian if under 18 years) must also assign to us or our insurers any rights they may have to pursue any third party and must provide ourselves and our insurers with all assistance we may reasonably require. 
  8. Please note, we cannot accept any liability for any damage, loss or expense or other sum(s) of any description: 
    a. which on the basis of the information given to us by you concerning your booking prior to our accepting it, we could not have foreseen you would suffer or incur if we breached our contract with you; or 
    b. relate to any business; or 
    c. indirect or consequential loss of any kind.
  9. We will not accept responsibility for services or facilities which do not form part of our agreement or where they are not advertised in our brochure or on our website. For example, any excursion you book whilst away, or any service or facility which your hotel or any other supplier agrees to provide for you. 
  10. Where it is impossible for you to return to your departure point as per the agreed return date of your package, due to “unavoidable and extraordinary circumstances”, we shall provide you with any necessary accommodation (where possible, of a comparable standard) for a period not exceeding three nights per person. Please note that the 3-night cap does not apply to persons with reduced mobility, pregnant women or unaccompanied minors, nor to persons needing specific medical assistance, provided we have been notified of these particular needs at least 48 hours before the start of your holiday. For the purposes of this clause, “unavoidable and extraordinary circumstances” mean warfare, acts of terrorism, significant risks to human health such as the outbreak of serious disease at the travel destination or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely back to your departure point.  

15. Special requests and add-ons

Any special requests must be advised to us at the time of booking e.g. diet, room location, a particular facility at a hotel etc. You should then confirm your requests in writing. Whilst every effort will be made by us to try and arrange your reasonable special requests, we cannot guarantee that they will be fulfilled. The fact that a special request has been noted on your confirmation invoice or any other documentation or that it has been passed on to the supplier is not confirmation that the request will be met. Failure to meet any special request will not be a breach of contract on our part unless the request has been specifically confirmed by us. We do not accept bookings that are conditional upon any special request being met.  

We may provide you the option to request extras in addition to our standard packages (‘add-on(s)’). Such add-on(s) options may include extensions, extra accommodation, upgrades and/or domestic flights, but will vary depending on when you make a booking with us. Such add-on(s) may result in a higher non-refundable deposit and/or non-refundable charges in addition to our standard package and you will be notified of the total price of your holiday before your booking is confirmed. Please note that where a flight upgrade has been booked and there is a change of airline prior to your departure date it may not be possible to offer an equivalent upgrade or there may be an additional cost payable (we will refund you the difference if the upgrade with the new airline is of a lower value). In this situation, we will offer you the opportunity to revert to economy class and refund you the cost of the upgrade, pay any additional costs for the equivalent upgrade or cancel with a full refund of all monies paid. Compensation will not be payable.  

16. Disabilities and medical problems

Traveleyes is a unique, specialist company which was specifically established to extend access to world travel for people with a visual disability. Our holidays are consequently designed, staffed and modelled accordingly. This forms the fundamental nature of our service. We make reasonable adjustments to include customers who have other needs, but we are not able to guarantee that we will always be able to provide for every such need in every case.   Customers with additional needs which we consider to lie beyond our clearly stated specialism (blindness) and / or our coping capacity, may be required to bring their own personal guide with them on our holiday. This must be someone who has a fuller understanding of their specific needs, to ensure that they remain comfortable and supported during the holiday, and to ensure that the functionality of the holiday for the rest of the group is not adversely affected.   Traveleyes is not able to fund the price of this guide’s holiday, but we will be happy to offer them our generous sighted traveller discount and to involve them fully in the holiday features and activities. It is a crucial requirement that all customers make a full disclosure of any additional needs which they have (other than blindness) before their acceptance onto a Traveleyes holiday, whether or not they believe these to be relevant. Failure on the part of any customer to do so could potentially result in a risk to their health whilst abroad, to the health and safety of our guides and others in the group, and could seriously impact the holiday for all concerned. Any customer who fails to disclose information regarding their additional needs, prior to acceptance on the holiday, will be held entirely responsible for paying any costs which are incurred by Traveleyes as a result. In some circumstances this may include the cost of early return transport arrangements for that individual, if we decide that this is the appropriate course of action.

17. Entry, passport, visa and immigration requirements and health formalities

It is your responsibility to check and fulfil the entry, passport, visa, health and immigration requirements applicable to your itinerary. We can only provide general information about this. You must check requirements for your own specific circumstances with the relevant Embassies and/or Consulates and your own doctor as applicable. Requirements do change and you must check the up to date position in good time before departure.  

Most countries now require passports to be valid for at least 6 months after your return date. If your passport is in its final year, you should check with the Embassy of the country you are visiting. For further information contact the Passport Office on 0870 5210410 or visit https://www.gov.uk/browse/citizenship/passports.   

Special conditions apply for travel to the USA, and all passengers must have individual machine readable passports. Please check https://uk.usembassy.gov.    

For European travel you should obtain a UK Global Health Insurance Card (UK GHIC) prior to departure unless you are able to rely upon an existing European Health Insurance Card (EHIC).   

For travel to Norway, Iceland, Liechtenstein and Switzerland, UK GHIC and EHIC can not be used for medical treatment. Passengers to these destinations should obtain comprehensive medical insurance prior to departure, including cover for emergency medical treatment and associated costs.   

Up to date travel advice can be obtained from the Foreign, Commonwealth and Development Office, visit https://www.gov.uk/travelaware.    

Non British passport holders, including other EU nationals, should obtain up to date advice on entry, passport, visa, health and immigration requirements   from the Embassy, High Commission or Consulate of your destination or country(ies) through which you are travelling,   

We do not accept any responsibility if you cannot travel, or incur any other loss because you have not complied with any entry, passport, visa, immigration requirements or health formalities. You agree to reimburse us in relation to any fines or other losses which we incur as a result of your failure to comply with any entry passport, visa, immigration requirements or health formalities.   

Please note: The impacts of Brexit may change your visa, ticket and health requirements. Third country nationals may require an airport transit visa when passing through EU Member States. There is the potential for disruption at borders when travelling between the UK and EU Member States and you should allow sufficient time for this when planning any onward travel. You should check any impacts of Brexit on your travel, in advance of your departure, to ensure that you fulfil the requirements post-Brexit, including any passport validly requirements. 

18. Insurance

Adequate travel insurance is mandatory for everyone travelling on a holiday with us and is a condition of booking. You must be satisfied that your insurance fully covers all your personal requirements including pre-existing medical conditions, cancellation charges, medical expenses and repatriation in the event of accident or illness. If you choose to travel without adequate insurance cover, we will not be liable for any losses howsoever arising, in respect of which insurance cover would otherwise have been available.

19. Complaints

If you have a complaint during your holiday you must notify our management, leader or local representative immediately and they will do their best to resolve the problem. If your complaint is not resolved locally, please contact info@traveleyes-international.com email. Should it not be possible to resolve your complaint there and then, you should write to our Borehamwood office within 28 days. Failure to follow the procedure set out in this clause may affect ours and the applicable supplier’s ability to investigate your complaint and will affect your rights under this contract. All complaints that are received are thoroughly investigated and guests are kept informed. Sometimes investigations can take time, especially when awaiting a response from suppliers. We aim to settle all complaints amicably.

20. Conditions of suppliers

Many of the services which make up your holiday are provided by independent suppliers. Those suppliers provide these services in accordance with their own terms and conditions which will form part of your contract with us. Some of these terms and conditions may limit or exclude the supplier’s liability to you, usually in accordance with applicable International Conventions. Copies of the relevant parts of these terms and conditions are available on request from us or the supplier concerned.

21. Prompt assistance

If, whilst you are on holiday, you find yourself in difficulty for any reason, we will offer you such prompt assistance as is appropriate in the circumstances. In particular, we will provide you with appropriate information on health services, local authorities and consular assistance, and assistance with distance communications and finding alternative travel arrangements. Where you require assistance, which is not owing to any failure by us, our employees or sub-contractors we will not be liable for the costs of any  alternative travel arrangements or other such assistance you require. Any supplier, airline or other transport supplier may however pay for or provide refreshments and/or appropriate accommodation and you should make a claim directly to them. Subject to the other terms of these Booking Conditions, we will not be liable for any costs, fees or charges you incur in the above circumstances, if you fail to obtain our prior authorisation before making your own travel arrangements. Furthermore, we reserve the right to charge you a fee for our assistance in the event that the difficulty is caused intentionally by you or a member of your party, or otherwise through you or your party’s negligence.

22. Delays, missed transport arrangements and other travel information

If you or any member of your party misses your flight or other transport arrangement, it is cancelled or you are subject to a delay of over 3 hours for any reason, you must contact us, and the airline or other transport supplier concerned immediately.  

A delay or cancellation to your flight does not automatically entitle you to cancel any other arrangements even where those arrangements have been made in conjunction with your flight.   

We cannot accept liability for any delay which is due to any of the reasons set out in clause 7 of these Booking Conditions (which includes the behaviour of any passenger(s) on any flight who, for example, fails to check in or board on time).   

We strongly recommend that you purchase adequate travel insurance to cover any losses associated with flights delays or cancellations.   

The carrier(s), flight timings and types of aircraft shown in our brochures or on our website and detailed on your confirmation invoice are for guidance only and are subject to alteration and confirmation. We shall inform you of the identity of the actual carrier(s) as soon as we become aware of it. The latest flight timings will be shown on your final holiday departure document which will be despatched to you approximately two weeks before departure. You should check your tickets very carefully immediately on receipt to ensure you have the correct flight times. If flight times change after tickets have been despatched, we will contact you as soon as we can to let you know.  

Please note the existence of a “UK Air Safety list” (available for inspection at https://www.caa.co.uk/commercial-industry/airlines/licensing/requirements-and-guidance/third-country-operator-certificates/) detailing air carriers that are subject to an operating ban within the UK.   

This brochure and our website are our  responsibility, as your tour operator. It is not issued on behalf of and does not commit the airlines mentioned herein or any airline whose services are used in the course of your travel arrangements.  

23. Excursions

Excursions or other tours that you may choose to book or pay for whilst you are on holiday are not part of your contracted arrangements with us. For any excursion or other tour that you book, your contract will be with the operator of the excursion or tour and not with us. We are not responsible for the provision of the excursion or tour or for anything that happens during the course of its provision by the operator.

24. Advance Passenger Information

A number of Governments are introducing new requirements for air carriers to provide personal information about all travellers on their aircraft to the Authorities before the aircraft leaves the UK. The data will be collected either at the airport when you check in or in some circumstances when, or after you make your booking. Accordingly, you are advised to allow extra time to check in for your flight. Where we collect this data, we will treat it in accordance with our privacy policy.

25. Foreign, Commonwealth and Development Office Advice

You are responsible for making yourself aware of Foreign, Commonwealth and Development Office (FCDO) advice in regard to the safety of the countries and areas in which you will be travelling and to make your decisions accordingly. Advice from the FCDO to avoid or leave a particular country may constitute Events Beyond Our Control. (See clause 13).

26. Images

Clients agree that any images/videos taken by Traveleyes of their likeness whilst a participant on our tours or through the supply of image(s)/video(s) by fellow clients can be used in any form of Traveleyes media. We understand that some people may not wish their image or likeness to be used and we are happy to accommodate this if informed in advance of or during the trip. If, as a customer, you supply Traveleyes with an image or video before, during the course of, or after a trip, you agree that this image can be used across our website and social media, with credit attached.

This policy is in alignment with our overriding professional obligation to balance inclusivity with safety, functionality and the holiday enjoyment of all.

For questions relating to our terms and conditions, please contact a member of the Traveleyes team.

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