Terms & Conditions

1. About us and these terms

In these terms, “we”, “us” and “GenZ Travel” mean GENZ TRAVEL LTD, a company registered in England and Wales under company number 17077825, with its office at Office 17790, 182–184 High Street North, East Ham, London E6 2JA.

“You” and “your” mean the person who makes the booking and everyone named on it. The person who makes the booking is the lead traveller and is responsible for all payments and for passing our information to everyone else on the booking.

These terms apply in two ways. Sections 1 to 14 apply when you book a holiday with us. Sections 15 to 21 apply whenever you use this website, whether or not you book. If you do not accept these terms, please do not use this website or book with us.

Where we arrange a combination of two or more travel services for the same trip, your booking may be a package under the Package Travel and Linked Travel Arrangements Regulations 2018. We will tell you in writing before you book whether your trip is a package, and whether we are acting as the organiser of that package or as an agent for another supplier. This affects your legal rights, so please read your booking confirmation carefully.

2. Your booking contract

A booking is only confirmed when all of the following have happened:

• You have given us the full details of everyone travelling, exactly as shown on their passports.
• You have paid the deposit or the full price, as we have asked.
• We have sent you a written booking confirmation by email.

The contract between us starts on the date shown on that written confirmation. Nothing said to you before that point, whether on the phone, by message or on this website, forms part of the contract unless it is repeated in your booking confirmation.

Please check your booking confirmation as soon as you receive it. If anything is wrong, tell us within 5 working days. Airlines and hotels often charge to correct names and dates after ticketing, and we may have to pass those charges on to you.

Your booking confirmation, together with these terms and any supplier terms we give you, forms the whole agreement between us.

3. Deposits and payments

3.1 Deposit amount

A minimum deposit of £98 per person is required to confirm any booking with GenZ Travel. Some packages, destinations, airlines or suppliers require a higher deposit. Where a higher deposit applies, we will tell you the exact amount in writing before you pay anything.

3.2 Deposits are non-refundable

Deposits are non-refundable. We use your deposit straight away to secure flights, hotel rooms, transfers and other supplier reservations. Once those costs are paid to our suppliers, we cannot recover them.

Some fares and rates are non-refundable and non-changeable from the moment they are booked. Where this applies to your trip, we will tell you before you pay.

3.3 Your consultant will explain the terms

Deposit amounts, payment schedules and cancellation terms vary by package. Your travel consultant will explain the deposit amount, the balance due date and the cancellation charges that apply to your trip before you make any payment. All of these details will also be set out in your written booking confirmation.

3.4 Balance payment

he full balance of your holiday must be paid and cleared at least 21 days before your departure date, or by the date shown on your booking confirmation. If you book within 21 days of departure, the full holiday cost must be paid at the time of booking

If we do not receive your balance by the due date, we may treat your booking as cancelled by you and apply the cancellation charges in section 6. Your deposit will not be returned.

3.5 What paying a deposit means

Paying a deposit confirms that you accept these Terms & Conditions and the specific booking conditions set out in your booking confirmation, including the airline and hotel conditions that apply to your trip.

3.6 Your legal rights

Nothing in this section affects any rights you have under the Package Travel and Linked Travel Arrangements Regulations 2018, the Consumer Rights Act 2015, or other UK consumer law that cannot be excluded by agreement.

4. Prices and price changes

The price we quote is based on the costs, exchange rates and taxes that apply on the date of the quote. Prices shown on this website are guide prices and are not confirmed until we send your booking confirmation.

Once your booking is confirmed, the price is fixed, except that we may pass on increases caused by:

• the cost of fuel or other power sources;
• taxes or fees charged by third parties, including airport, landing and departure taxes;
• exchange rate movements that affect your package.

Where your booking is a package, we will absorb increases of up to 2% of the package price and will not pass on any increase within 20 days of departure. If a surcharge would raise your price by more than 8%, you may cancel and receive a full refund of what you have paid us, or accept a replacement holiday if we can offer one. We will tell you clearly and in a durable form, with the reasons and the calculation. If prices fall for the same reasons, we will pass the reduction on to you, less our reasonable administration costs.

5. Changes made by you

If you want to change your booking after it is confirmed, contact us in writing as soon as possible. The lead traveller must make the request.

We will do our best to help, but we cannot guarantee that a change is possible. Where a change can be made you will pay:

• our administration fee of £50 per person per change; plus
• any charges applied by the airline, hotel or other supplier; plus
• any increase in the holiday price.

Airline tickets usually cannot be changed once issued. A name change is normally treated as a cancellation and rebooking, with full cancellation charges.

If your booking is a package and you cannot travel, you may transfer it to someone else who meets all the conditions of the trip, provided you give us reasonable notice. You and the new traveller are jointly responsible for the balance and for any costs of the transfer.

6. Cancellation by you

If you need to cancel, the lead traveller must tell us in writing. The cancellation takes effect on the day we receive that written notice.

Because we commit money to airlines and hotels as soon as you book, cancellation charges apply. These charges reflect the costs we have already incurred and cannot recover.

Where an airline, hotel or other supplier applies a higher charge than the table above, for example on non-refundable fares, that higher charge applies. We will tell you the exact amount before you confirm the cancellation.

Some cancellations may be covered by your travel insurance. Ask your insurer before you cancel.

7. Changes or cancellation by us

We plan trips a long time ahead and occasionally have to make changes. Most are minor, such as a small change to flight times or a change of aircraft type, and we are not required to pay compensation for these.

A significant change means a change to a main part of your trip. This includes a change of resort area, a downgrade of accommodation, a change of departure or return date, or a change of UK departure airport.

If we have to make a significant change or cancel your package before departure, and you are not at fault, you may choose:

• to accept the changed arrangements;
• to take a replacement holiday of equivalent or better quality, if we can offer one, or a lower-quality trip with a refund of the difference; or
• to cancel and receive a full refund of everything you have paid us, within 14 days.

We will not pay compensation where we cancel because you have not paid on time, or because of unavoidable and extraordinary circumstances outside our control. These include war, terrorism, civil unrest, serious security problems, significant risks to human health such as a disease outbreak, natural disaster, extreme weather, industrial action, airport or air traffic control closure, and government or border restrictions.

8. Financial protection

Flight-inclusive packages. All flight-inclusive packages sold by GENZ TRAVEL LTD are financially protected by the ATOL scheme. Our ATOL number is 12345. When you pay, you will receive an ATOL Certificate. Check it to confirm what is protected and who will provide your trip. If we are unable to provide the services listed for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to, or give benefit to, you under the ATOL scheme.

Non-flight packages. Packages that do not include a flight are protected by a bonded client trust account held with Travel Trust Protection Ltd under reference TTP-00000. Customer money is held in that account until your trip is completed.

Not everything we sell is financially protected. Where a booking is not protected, we will tell you clearly before you pay.

9. Passports, visas and health

You are responsible for making sure that everyone on your booking holds a valid passport and any visas, permits and health documents needed for the whole trip, including any countries you pass through in transit.

Some points to check carefully:

• Many countries require at least six months’ validity on your passport from the date you enter.
• Visa rules depend on your nationality, not on where you live. Every traveller on the booking must check their own position.
• Entry rules, vaccination requirements and transit rules can change at short notice.

Check the UK Foreign, Commonwealth & Development Office travel advice at gov.uk/foreign-travel-advice and the NHS travel health guidance at travelhealthpro.org.uk before you book and again before you travel.

Any information we give you about passports, visas or health is offered in good faith as general guidance. The final responsibility is yours. If you are refused boarding or entry because your documents are not in order, we cannot refund your holiday and we are not liable for your costs.

10. Travel insurance

Travel insurance is not included in your holiday price. We strongly recommend that everyone on the booking takes out full travel insurance from the day you pay your deposit.

Your policy should cover, as a minimum, cancellation and curtailment, medical treatment and repatriation abroad, personal liability, and your baggage and personal money. If you plan to take part in activities such as diving, skiing, quad biking or trekking, check that your policy covers them.

Because deposits are non-refundable, insurance taken out at the time of booking is the main way to protect the money you have paid if you later have to cancel for a covered reason.

11. Your behaviour

We expect everyone on your booking to behave in a way that does not cause danger, distress, damage or annoyance to other travellers, our staff, our suppliers or any other person.

If in our reasonable opinion, or in the opinion of an airline, hotel manager, tour leader or other person in authority, someone on your booking is behaving unacceptably, we may end their trip immediately. If that happens, our responsibility to that person ends. They must leave the accommodation or transport at once. We will not pay any refund, cover any costs of getting home, or pay any compensation.

You are responsible for any damage or loss you cause. Payment must be made directly to the hotel, airline or other supplier at the time. If you do not pay, you must reimburse us for any claim made against us, including our legal costs.

12. Special requests

If you have a special request, such as a room on a low floor, adjoining rooms, a specific meal or help at the airport, tell us at the time of booking and we will pass it to the supplier.

We cannot guarantee that a request will be met, and a request appearing on your confirmation is not a guarantee. Where meeting a particular need is essential to your trip, tell us before you book so we can check whether the arrangements are suitable. If we cannot meet an essential need, we will tell you before you pay.

13. Our liability

Where we are the organiser of your package, we are responsible for making sure the travel services in your package are provided as described in your booking confirmation. If a service is not provided properly, tell us or our local representative straight away so we can put it right.

Where we act as an agent for another supplier, your contract for those services is with that supplier and their terms apply. Our responsibility is limited to making the booking with reasonable care and skill.

We are not responsible for problems that are caused by:

• you or anyone else on your booking;
• a third party unconnected with the travel services, where the problem could not have been foreseen or avoided; or
• unavoidable and extraordinary circumstances, as described in section 7.

Where international conventions apply, such as the Montreal Convention for air travel, the Athens Convention for travel by sea and the Paris Convention for hotel stays, the compensation we must pay is limited in the way those conventions set out.

We do not exclude or limit our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot be excluded or limited under UK law. Nothing in these terms affects your statutory rights as a consumer.

14. Complaints

If something goes wrong while you are away, tell the hotel, airline or local supplier immediately, and contact us on 02080 982819 or at info@genztravel.co.uk. Most problems can be sorted out on the spot. If you do not report a problem at the time, it is harder for us to investigate and this may affect your right to compensation.

If the matter is not resolved while you are away, write to us within 28 days of returning home. Include your booking reference and full details. We will acknowledge your complaint within 5 working days and give a full reply within 28 days.

If we cannot resolve your complaint between us, you may refer the matter to our alternative dispute resolution provider, Travel Dispute Resolution Services, at disputes@example-adr.co.uk. Using this service is free for you and their decision is binding on us if you accept it.

15. Website use

By using this website you agree to these terms and to all applicable laws of the United Kingdom. You are responsible for complying with any local laws that apply to you.

You may view and download material from this website for your own personal, non-commercial use. You may not copy or modify the material, use it for commercial purposes or public display, reverse engineer any software on the site, remove copyright notices, or copy the material onto another server.

This permission ends automatically if you break any of these restrictions. If it ends, you must delete or destroy any downloaded material you hold.

The travel content, destination guides, holiday information, images and booking details on this website are protected by copyright and trade mark law.

16. Website content and accuracy

We work hard to keep the information on this website accurate, but prices, availability, package inclusions and destination details change quickly in the travel industry. Content may contain technical, typographical or photographic errors.

We do not promise that everything on this website is accurate, complete or current, and we may change it at any time without notice. Photographs are for illustration and may not show the exact room or view you receive.

Always confirm the key details of your trip with us in writing before you pay. The details in your booking confirmation take priority over anything shown on this website.

Nothing in this section limits your rights under the Consumer Rights Act 2015 or the Package Travel and Linked Travel Arrangements Regulations 2018.

17. Links to other websites

This website links to sites run by other organisations, including airlines, hotels, tour operators and insurance providers. We have not reviewed every linked site and we are not responsible for their content.

A link does not mean we endorse that site. Use of any linked website is at your own risk. Read that site’s own terms and privacy policy before you share personal information or complete a booking there.

18. Your privacy

We handle your personal information in line with UK GDPR and the Data Protection Act 2018. To arrange your trip we need to pass certain details, including names, dates of birth and passport information, to airlines, hotels, transfer companies and, where required, government authorities and border agencies. Some of these are outside the UK.

By making a booking, you confirm that everyone named on it agrees to this. Full details of what we collect, how we use it, how long we keep it and your rights are set out in our Privacy Policy.

19. Changes to these terms

We may update these terms at any time. The version that applies to your booking is the version published on the date we issue your booking confirmation, and we will not change it afterwards without your agreement.

For general use of this website, the current published version applies. Please check this page from time to time.

20. Governing law

These terms and any dispute arising from them or from your booking are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction.

If you live in Scotland or Northern Ireland, you may bring proceedings in your local courts and the law of that country will apply.

21. How to contact us

By booking with GenZ Travel, you confirm that you have read, understood and agreed to these Terms & Conditions, and that you have the authority to accept them on behalf of everyone named on your booking.