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.
For our voucher terms and conditions click here.
- Creating a Traveleyes account
- How to book a holiday
- Travel Insurance
- If You Change or Cancel Your Holiday
- If We Change or Cancel Your Holiday
- Surcharges (after booking)
- Postage Fees
- Special Requests
- Passports, Visas and Health Requirements
- Independent Suppliers
- Your Financial Protection
- Brochure/Web Accuracy
- Customers with additional needs, other than blindness
Creating a Traveleyes account:
All participants on our holidays must first create an account, and as such should have completed a registration form either online or by post (postage fees apply). There is currently no charge for this. 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. Your contract with us will come into existence when we receive your deposit payment. You will receive a booking confirmation within 7 days of payment; this will include an invoice. There are two steps required to complete the booking process:
Step 1: Pay a non-refundable deposit as follows:
- £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)
Step 2: Fully complete the booking form. You can do this online or by post (postage fees apply). 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.
For all holidays outside of the UK, it is a condition of travel that you have arranged comprehensive travel insurance to cover you in the event of an emergency. We strongly encourage you to arrange your insurance immediately after booking. We can refer you to a reputable insurance provider if you wish.
If you are joining us on a land only booking (no group flights included) please note we are not responsible for covering the cost of your own flights and arrangements. In the unlikely event that your trip is cancelled, your travel insurance may mean that you are eligible for a full or partial refund of any transport/accommodation arrangements made with any third parties as we are not responsible for covering these costs.
In the unlikely event that your trip is cancelled, your travel insurance may mean that you are eligible for a full or partial refund of any transport or accommodation arrangements made with any third parties.
You can make a payment in one of the following ways:
- Through your online account
- Over the phone (a £5 admin fee is applied for booking optional excursions)
- Bank transfer – please ask us for these details and let us know when your transaction has been made
Please note, we do not accept cheques or money orders.
1) Confirmation and invoice: An invoice for the cost of your holiday will be issued with the confirmation of your booking. It will show the date on which the full balance (minus the deposit) is due, which will be 12 weeks prior to the start of your holiday. If we are unable to confirm your booking, we will immediately refund any payments you have made to us. Please check the confirmation invoice carefully as soon as you receive it. Contact us immediately if any information which appears on the confirmation or any other document is incorrect or incomplete, as it may not be possible to make changes later. We regret we cannot accept any responsibility if you do not tell us about any mistakes in any documents within 14 days of receipt (five days for any alternative transport or accommodation arrangements we have made for you). We will do our best to rectify any mistake notified to us outside these time limits, but you must meet any costs involved in doing so.
2) Late Bookings: If the booking is made within 12 weeks of the holiday start date, it is deemed a late booking. You are liable for full payment at the time of booking, and our usual cancellation policy applies.
3) Late Payments: If the deposit and/or balance is not paid on time, we reserve the right to cancel your booking and retain all monies previously paid. We will also require cancellation charges as detailed in the section below marked ‘Cancellation Charges’.
All prices published by Traveleyes are per person and include flights from a specified UK airport (where applicable), transfers, accommodation, specified trips and specified meals. They do not include transport to and from your departing point before joining the Traveleyes trip.
All prices we advertise are accurate at the date published, but we reserve the right to change any prices and these are updated regularly on our website. Before you make a booking we will give you the up-to-date price of your chosen holiday including any single supplements or additional services which you have requested.
If you change or cancel your holiday:
1) Changing your holiday:
If you wish to transfer your deposit to act as a deposit a different holiday, or change the name in which the booking has been made within 4 weeks of booking, we will do our best to make the necessary changes, subject to availability, and there will be an administration charge of £100 for this. Changes are not permitted after this period and will be treated as a cancellation of the original booking. You cannot transfer your deposit to an outstanding final balance of an existing booking. Cancellation charges will be applied as shown in the section below marked ‘Cancellation Charges’.
2) Cancelling your holiday:
You may cancel your holiday at any time. Written notification from the lead passenger must be sent either via email or by post. The date of cancellation will be the date of receipt of written notification to cancel (not the date of verbal notification by telephone). As we incur costs from the time we confirm your booking and may be unable to resell your holiday, you will be required to pay the applicable cancellation charges as shown in the section below marked ‘Cancellation Charges’.
3) Cancellation Charges:
The cancellation charge is the responsibility of the person who has made payment for the holiday. Please note that your deposit is non-refundable from the time of booking.
|Period Before Departure (When written cancellation is received)||Charge as a percentage of the full holiday cost|
|Up to 12 weeks||Deposit|
|Between 6-12 weeks||50%|
|Between 0-6 weeks||100%|
NB: You may be able to make a claim under your travel insurance policy if your cancellation falls within the provisions of the policy. Any Credit Card fees (only applicable for travellers outside of Europe) paid are non-refundable.
If we change or cancel your holiday:
We start planning our holidays many months in advance. Whilst every effort is made to ensure the accuracy of your booking, amendments will sometimes be necessary. Most changes will be minor, but occasionally we have to make a significant change.
We reserve the right to make minor changes both before and after your booking has been made. This may include a change in accommodation or flight times. A change of carrier will not be considered a major change. If a major change becomes necessary, we will advise you of the change as soon as possible. Whether a change is ‘major’ depends on the nature of the tour and may include: a change in accommodation to that of a lower category; a change in time of your scheduled departure or return flight by more than 12 hours (but not a flight delay); or a change of UK departure airport (excluding changes between London airports). A delay to your flight within 24 hours before you are due to depart will not be considered a major change unless the change amounts to more than 24 hours. These changes are only examples and there may be other significant changes which constitute major changes.
Where a major change is necessary, you will be advised in writing immediately and you will have a choice of the following options:
- Accepting the altered holiday arrangements.
- Accepting alternative holiday arrangements that we may be able to offer together with a refund if the price is lower.
- Cancelling your holiday arrangements, in which case you will receive a full refund of all monies you have paid to us.
We reserve the right in any circumstances to cancel your holiday arrangements. Operation of all tours is dependent on a minimum number of persons booking the tour. If that number is not achieved, we reserve the right to cancel the tour and you can either have a refund of all monies paid or accept an offer of alternative holiday arrangements if available. We will not cancel your holiday within 4 weeks of departure date unless we are forced to do so as a result of circumstances outside our control (e.g. war, riot, civil strife, terrorist activity, industrial dispute, natural or nuclear disaster, technical problems with transport, closure of airports, changes of schedules by scheduled airlines, adverse weather conditions, fire and all similar events outside our control).
We regret we cannot accept liability or pay any compensation in these circumstances. We also reserve the right to cancel the holiday of any guest who displays unacceptable behaviour before or during their stay. In this instance, payment for the holiday will be retained.
If your health, level of fitness or conduct at any time before or during a trip endangers, or appears likely to endanger your health or wellbeing or that of any third party (including any other clients of the company), or the safe, comfortable or happy progress of the trip, you may be excluded from all or part of the trip without refund.
Very rarely, for reasons outside of our control (as mentioned above), we may be forced to change or terminate your holiday after departure. This is extremely unlikely but if it does occur, we regret we will be unable to make any refunds (unless we obtain them from our suppliers).
Until you have received your holiday information pack confirming your holiday itinerary, we strongly recommend that you do not make travel arrangements to your point of departure and/or connecting travel that is non-refundable/non-changeable or incurs penalties. This also applies to any costs in respect of visas or vaccinations. If you make such arrangements which you are then unable to use due to a change in your itinerary, we shall not be liable for the cost of those arrangements.
Under European law (European Community Regulation (EC) No. 261/2004), you have rights in some circumstances to refunds and/or compensation from your airline in cases of denied boarding, cancellation of and delays to flights. Full details of these rights are publicised at EU airports and are also available from affected airlines. However, you should note that reimbursement of the cost of a flight that forms part of your holiday is the responsibility of your holiday airline and will not automatically entitle you to reimbursement of the cost of your holiday from us. If any payments to you are due from us, any payment made to you by the airline will be deducted from this amount. If your airline does not comply with these rules you should complain to the Civil Aviation Authority on 0330 022 1500 or at www.caa.co.uk.
Surcharges (after booking):
Once you have booked your holiday, the price of your holiday travel arrangements may be varied due to changes in transportation costs such as fuel, scheduled airfares and any other airline cost changes which are part of the contract between airlines (and their agents) and the tour operator or organiser, and also in respect of government action such as changes in VAT or any other government imposed changes. In the case of any small variation, an amount equivalent to 2% of the price of your travel arrangements, and any amendment charges, will be absorbed by Traveleyes.
If this means paying more than 10% on the holiday price you will be entitled to cancel your holiday with a full refund of all monies paid, except for any prepaid airfares or amendment fees, as long as you put your intention in writing within 14 days of the issue date of our amended invoice.
If prices drop due to any of the above reasons or unforeseen circumstances, then we will also pass this reduction in cost on to your booking (up to 10%).
As of 1st August 2018, we charge a £5 postage fee to send printed copies of your holiday documentation in order to reduce our carbon footprint. This fee is applied to each set of documents we post out and will be donated to the charity Sightsavers.
If you have a complaint whilst on the holiday, we will endeavour to find appropriate solutions. If you wish to make a complaint upon your return, please contact us at the earliest opportunity (within 28 days):
Email: [email protected]
Or post to the following address:
Traveleyes, PO Box 511, Leeds, LS5 3JT, UK
We accept responsibility for ensuring that the holiday arrangements you book with us are supplied as described in promotional material and that the services offered reach a reasonable standard. If any part of your holiday is not provided as promised (this does not include minor changes), or any damage is caused to you by our failure to perform the contract, we will accept liability. As such we may compensate you if we agree that this has affected the enjoyment of your holiday. Please note it is your responsibility to show that reasonable skill and care has not been used if you wish to make a claim.
We are not liable when:
- Failure to perform the contract is attributable to a third party not connected with the provision of your holiday.
- Unusual and unforeseeable circumstances occur which are beyond our control, examples of which are mentioned above.
We will not be responsible where you do not enjoy your holiday or suffer any problems due to reasons which you did not tell us about when you booked your holiday or where any problems you suffer did not result from any breach of our contract or other fault of ourselves. Also, we cannot accept responsibility for any services which do not form part of our contract. This includes, for example, any additional services or facilities which your hotel or any other supplier agrees to provide for you where the services or facilities are not advertised on our website or in our brochure and we have not agreed to arrange them. It is a condition of the acceptance of liability that you notify us of any complaints at the earliest possible opportunity.
Where any payment is made to you or any members of your party, that person must assign to ourselves, or our insurers, any rights they may have to pursue any third party. They must furthermore agree to co-operate fully should our insurers, or we, wish to enforce those rights. This includes our employees (providing they were at the time acting within the course of their employment), and also our agents or suppliers (providing the circumstances were beyond their control, as mentioned above).
If you have any special requests for the type of accommodation, special diets etc, please inform us at the time of booking. We cannot guarantee that your requests will be met, but we will endeavour to help. Failure to meet any special request will not be a breach of contract on our part.
Passports, Visas and Health Requirements:
You will require a valid passport for all overseas holidays. If you are a British citizen and do not have a passport, you should enquire at your main Post Office or visit https://www.gov.uk/browse/abroad/passports at least three months before departure. You must check the up to date position of passport, visa and health requirements before departure. Passport, visa and health requirements applicable to British citizens are shown on the Foreign and Commonwealth Office website (https://www.gov.uk/foreigntraveladvice).
If you are a non-British resident, please contact the appropriate organisation for passport and visa information.
It is your responsibility to ensure you are in possession of all necessary and valid travel and health documents before departure. All costs incurred in obtaining such documentation must be paid by you. We regret we cannot accept liability if you are refused entry on to any transport or into any country due to failure on your part to carry correct documentation.
You must check the health requirements of the country you are visiting at least six weeks before you travel. Please visit the UK Department of Health website for the most up to date information.
You will not normally be issued with tickets unless we have arranged a different flight for you. The flight timings given on our website and in your Holiday Information Pack are for general guidance only and are subject to change. You must check your flight details very carefully immediately on receipt to ensure you have the correct information. It is possible that flight times may be changed even after the Information Pack has been dispatched; we will contact you as soon as possible if this occurs. Any changes to the airline, aircraft type, flight times and airport of destination will not entitle you to cancel or change to other arrangements without paying our normal charges.
Some 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. Some of these terms and conditions may limit or exclude the supplier’s liability to you. Copies of the relevant parts of these terms and conditions are available on request from ourselves or the supplier concerned
Your Financial Protection:
Traveleyes Ltd holds an Air Travel Organiser’s Licence issued by the Civil Aviation Authority (ATOL number 6600). When you buy an ATOL protected flight or flight inclusive holiday 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 or a suitable alternative (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 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 (or confer a benefit on) to 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.
For further information, visit the ATOL website at http://www.atol.org.uk/.
All information contained on our website or in our brochure is correct at the time of publication. Please remember, however, that although we check our website and brochure regularly and endeavour to ensure that they are always accurate, there may be occasions when certain information shown is no longer accurate. In this instance we cannot be held responsible for any subsequent necessary amendments to your booking, therefore you should check all details of your chosen holiday and travel arrangements prior to booking.
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.
Customers with additional needs, other than blindness:
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.
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.