Terms & Conditions

1. About These Terms

These Terms and Conditions (“Terms”) set out the basis on which VoyHeaven (“VoyHeaven”, “we”, “us” or “our”) accepts bookings. They apply to every enquiry, quotation and booking you make with us. By making a booking, the lead passenger confirms that they have read, understood and accepted these Terms on behalf of every person named on the booking.

VoyHeaven is a travel booking agent based in the United Kingdom. Our registered details are: [INSERT registered company name & company number], 11 The Mews, London N8 0EF. You can reach us on 03330 414 847, by WhatsApp on 07394 989 226, or by email at contactus@voyheaven.co.uk.

2. Definitions

• Agent — VoyHeaven, acting on behalf of and arranging travel services supplied by third parties.
• Supplier (or Principal) — the airline, tour operator, hotel or accommodation provider, transfer or excursion operator, car-hire company, cruise line, rail or ferry operator, or other third party that actually provides a travel service and with whom your contract is made.
• Booking — the travel arrangements we confirm for you, identified by a VoyHeaven booking reference (format VH-YYYY-XXXX).
• Lead passenger — the person (aged 18 or over) who makes the booking and is responsible for it on behalf of all travellers named on it.
• Package and Linked Travel Arrangement — as defined in the Package Travel and Linked Travel Arrangements Regulations 2018.
• Force majeure — events beyond our or a supplier’s reasonable control (see section 18).

3. Our Role — We Act as Your Booking Agent

VoyHeaven acts only as a booking agent. We arrange and administer travel services on your behalf, but those services are provided by independent third-party suppliers. When you book through us, a contract for each travel service is formed directly between you and the relevant supplier, and that supplier’s own booking conditions apply to your arrangements in addition to these Terms.

Our responsibility is to arrange your booking with reasonable skill and care — to take your instructions accurately, pass them to the supplier, and give you the information and documentation we receive. We are not responsible for the actual provision of the travel services themselves (such as operating flights, the standard of accommodation, or the conduct of transfers and excursions), which remains the responsibility of the supplier.

We will tell you the identity of the supplier(s) for your booking and make their applicable conditions available to you on request.

4. Making a Booking

You may request a booking by phone, WhatsApp, email or through our website enquiry form. A booking is only confirmed once we have received your deposit (or full payment, where required) and have issued you a written confirmation showing your VoyHeaven booking reference. Until then, prices and availability are subject to change and are not guaranteed.

The lead passenger must be at least 18 years old and confirms that they have authority to make the booking on behalf of all travellers named on it, and that all of those travellers accept these Terms.

Please check your confirmation and all travel documents as soon as you receive them. Names must exactly match the photo page of each traveller’s passport. Tell us about any error or discrepancy within 48 hours; changes requested after that time may incur supplier charges, and some details cannot be changed once tickets or vouchers are issued.

5. Prices, Deposits & Payment

All prices are quoted in pounds sterling (£) and are confirmed to you at the time of booking. Prices quoted before booking are estimates based on current availability and may change until your booking is confirmed.

To secure your booking we collect a deposit, the amount of which we will confirm at the time of booking. The balance is due by the date shown on your confirmation. Where we offer a payment plan, you agree to pay each instalment by its due date.

Payments are collected by VoyHeaven and applied towards your travel arrangements with the relevant suppliers. After your booking is confirmed, suppliers may apply surcharges or adjustments (for example for changes in taxes, fees, fuel costs or exchange rates) in line with their own conditions, and any such change will be passed on to you.

6. Changes & Cancellations by You

If you wish to change or cancel any part of your booking, the lead passenger must tell us in writing. Changes and cancellations are subject to the supplier’s conditions, which often include charges that increase as the departure date approaches. Many airfares, hotel rates and other services are non-refundable once booked or once tickets or vouchers are issued.

Where a supplier permits a change or cancellation, you will be responsible for the supplier’s charges together with any administration fee charged by VoyHeaven, which we will tell you about before you commit. Any refund due will be the amount the supplier releases, less applicable charges.

7. Changes & Cancellations by a Supplier

Occasionally a supplier may need to change or cancel your arrangements. We will let you know as soon as the supplier tells us. Where a supplier makes a significant change or cancels, your rights — which may include accepting the change, accepting a suitable alternative where one is offered, or cancelling and receiving a refund of the amounts the supplier releases — are governed by that supplier’s booking conditions and by applicable law.

Minor changes (for example a small change to flight times, or a change of aircraft or carrier) can occur and do not usually entitle you to compensation. As your agent, we are not liable to pay you compensation for changes or cancellations made by a supplier, but we will support you in dealing with them.

8. Financial Protection & Supplier Insolvency

VoyHeaven acts as a booking agent. We are not a member of ABTA and we do not hold an ATOL. The financial protection that applies to your arrangements therefore depends on the individual suppliers we book on your behalf:

• Where a supplier operates its own protection scheme — such as an ATOL, an ABTA bond, or a trust arrangement — that protection applies to the services that supplier provides, and the supplier will issue you with any certificate or confirmation to which you are entitled.
• Where a supplier does not operate such a scheme, those arrangements are not protected against that supplier’s insolvency.

We hold money you pay to us as agent for the relevant suppliers and pass it on in accordance with their conditions. Because protection varies between suppliers and cannot be guaranteed, it is a condition of booking that you hold travel insurance (see section 9).

9. Travel Insurance

It is a condition of booking that every traveller holds comprehensive travel insurance suitable for their trip and planned activities, in force from the date of booking. As a minimum, your policy should cover cancellation and curtailment, emergency medical expenses and repatriation, personal liability, baggage and personal belongings, and any activities you intend to take part in (for example winter sports or water sports).

You are responsible for ensuring your insurance is adequate. We will not be liable for any loss you suffer that suitable insurance would have covered.

10. Passports, Visas, Health & Entry Requirements

You are responsible for ensuring that every traveller holds a valid passport and any visas, permits or travel authorisations (such as a US ESTA or the EU ETIAS) required for the trip, and meets all health and entry requirements. Many countries require at least six months’ passport validity beyond your return date.

We recommend you check the latest travel, entry, safety and health advice for your destination on the UK Government website (gov.uk/foreign-travel-advice) and with TravelHealthPro (travelhealthpro.org.uk). If a traveller is refused boarding or entry because they do not hold the correct documents, this is your responsibility and no refund will be due.

11. Your Responsibilities

You agree to give accurate and complete information for every traveller, to keep your contact details up to date, to arrive in good time for check-in and departure, and to comply with the conditions of carriage and other rules of the suppliers. You are responsible for the accuracy of the names, dates and details you provide; supplier charges arising from incorrect information are payable by you.

12. Special Requests, Accessibility & Medical Needs

If you have a special request (such as adjoining rooms, a particular meal type or seating), please tell us when you book. We will pass requests to the supplier, but they cannot be guaranteed and are not confirmed even if they appear on your confirmation.

If any traveller has a medical condition, disability or reduced mobility that may affect their arrangements, please tell us before you book so we can ask the supplier whether the arrangements are suitable. If circumstances change after booking, let us know promptly.

13. Accommodation, Ratings & Local Charges

Accommodation standards and star ratings are set locally and can differ from UK expectations. Check-in and check-out times, room types and facilities vary by property and season, and facilities may occasionally be unavailable (for example for maintenance) without notice. Some properties charge local fees (such as resort, city or tourist taxes, security deposits or incidentals) which are payable directly by you unless your confirmation states they are included.

14. Flights & Conditions of Carriage

Flight timings, routings, aircraft types and carriers may change and are controlled by the airline. Air travel is subject to the airline’s conditions of carriage and to international conventions (such as the Montreal Convention) which may limit the airline’s liability. Please observe check-in and boarding deadlines; airlines may refuse boarding or apply charges for late arrival, baggage, name discrepancies or document errors, and any such costs are your responsibility.

15. Behaviour & Conduct

Suppliers may refuse to provide services, or may end your arrangements, if your behaviour is unlawful, unsafe, disruptive or causes distress or damage. In that event neither the supplier nor VoyHeaven will be liable to you and no refund will be due. You are responsible for any loss or damage you cause and must settle any resulting charges directly with the supplier or property.

16. Complaints & Dispute Resolution

If something goes wrong during your trip, please report it immediately to the supplier (for example the hotel reception, your transfer or excursion operator, or the airline desk) so they have the chance to put it right at the time. If the matter cannot be resolved locally, please contact us as soon as possible and we will help you liaise with the supplier.

If your complaint is still unresolved after you return, please write to us at contactus@voyheaven.co.uk within 28 days of your return date, quoting your booking reference, and we will help present it to the supplier. If we cannot resolve your complaint between us, you may be entitled to refer it to an independent Alternative Dispute Resolution (ADR) provider.

17. Our Liability

As your agent, our duty is to arrange your booking with reasonable skill and care. We are not liable for the provision or non-provision of the travel services themselves, which is the responsibility of the supplier under your contract with them and under any applicable international convention.

To the fullest extent permitted by law, our total liability to you in connection with any booking is limited to the amount of the agency or service fees we have earned on that booking (excluding amounts paid to suppliers). We are not liable for indirect or consequential losses, for loss of enjoyment, or for matters arising from force majeure. Nothing in these Terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot lawfully be limited or excluded.

18. Force Majeure

Except where these Terms expressly say otherwise, neither VoyHeaven nor a supplier will be liable for any failure or delay caused by events beyond reasonable control. These include (without limitation) war, civil unrest, terrorism, epidemics and pandemics, natural disasters, severe weather, fire, flood, airport or airspace closures, strikes and industrial action, and the actions of governments or public authorities.

19. Data Protection

We process your personal data in accordance with our Privacy Policy and applicable UK data protection law. We share your information with the suppliers and service providers necessary to fulfil your booking, and with payment and technology providers who support our services.

20. Website Content & Accuracy

The descriptions, images and prices on our website and in our marketing are provided in good faith and are intended as a general guide; actual rooms, views, facilities and itineraries may vary. We may correct errors or update information at any time before your booking is confirmed.

21. Card Payments, Disputes & Chargebacks

If you wish to dispute a payment, please contact us first so we can try to resolve the matter. Where services have been provided or made available, raising a chargeback instead of following the proper refund or complaint process may breach these Terms or the supplier’s conditions. We and our suppliers may carry out identity and anti-fraud checks and may cancel a booking where verification cannot be completed.

22. Changes to These Terms

We may update these Terms from time to time. The version that applies to your booking is the version in force on the date your booking is confirmed.

23. Severability & Third-Party Rights

If any part of these Terms is found to be unlawful or unenforceable, the remaining provisions will continue in full force. A person who is not a party to your booking has no rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any of these Terms.

24. Governing Law & Jurisdiction

These Terms and your booking are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction over any dispute arising from them.