Terms & Conditions

1. About GenZ Travel Ltd

GENZ Travel Ltd is a registered company in London, United Kingdom, incorporated under Company Number 17077825 with Companies House.

Our registered office address is:

We are committed to providing professional travel services with transparency, reliability and dedicated customer support.

Please read these Terms & Conditions carefully before making your booking. They outline important information regarding the booking confirmation process, payment schedules, amendments, cancellations, and the responsibilities of both GenZ Travel Ltd and the traveller.

2. Booking & Confirmation

Your booking will only be considered confirmed once GenZ Travel Ltd has issued a written Booking Confirmation Invoice containing a valid Booking Reference / Invoice Number.

Please note that a quotation, itinerary, payment link, or communication with a travel consultant does not constitute a confirmed booking until the official Booking Confirmation Invoice has been issued.

Please check your Booking Confirmation immediately after receiving it within 1 hour. This includes passenger names, dates, departure airport, destination, accommodation, room type, board basis, transfers, baggage and any other services shown. Tell us promptly if anything is incorrect.

3. Payments & Deposits

3.1 Deposit

A deposit is required to secure your booking and confirm your holiday arrangements. The applicable deposit amount will be clearly advised to you before payment is made.

Unless otherwise stated, the standard deposit amount is £98 per person. Payment of the deposit allows GenZ Travel Ltd to proceed with securing the agreed holiday arrangements and holding the quoted price, subject to supplier availability and terms.

Once your deposit has been paid and the booking has been committed to suppliers, the deposit may become non-refundable, as it may have been used to secure flights, accommodation, transfers, or other travel services on your behalf.

Any refund rights you may have under applicable consumer protection laws remain unaffected.

3.2 Final Balance

The remaining balance for your holiday must be paid by the date specified on your Booking Confirmation Invoice.

For bookings where travel is scheduled several months in advance, the final balance is normally due no later than 6 weeks (42 days) before departure, unless a different payment deadline is stated by the supplier or confirmed in writing by GenZ Travel Ltd.

For bookings made close to the departure date, where travel is within 4 weeks or less, the full outstanding balance must be cleared at least 21 days before departure, or within the timeframe specified on your Booking Confirmation Invoice.

If the final balance is not received by the required due date, GenZ Travel Ltd reserves the right to contact you regarding the outstanding payment and, where applicable, treat the booking as cancelled in accordance with the terms of your booking. Cancellation charges may apply, and any applicable supplier charges will remain payable.

We recommend completing payments on time to ensure your travel arrangements, including flights, accommodation and other services, remain secured.

3.3 Payment Delays

It is the traveller’s responsibility to ensure all payments are made by the agreed due dates stated on the Booking Confirmation Invoice.

If payments are delayed or not received within the agreed timeframe, GenZ Travel Ltd reserves the right to cancel the booking in line with the applicable booking terms.

If you request to keep the booking active after a missed payment deadline, any additional costs caused by the delay, including airline price increases, hotel rate changes, transfer provider charges, supplier penalties, or other additional costs, will be the responsibility of the traveller.

To avoid additional charges or cancellation, all payments should be made within the agreed payment schedule.

3.4 Payment Methods

GenZ Travel Ltd accepts payments through various methods, including bank transfer, debit card, credit card, or any other payment options made available at the time of booking.

All payments must be made using an authorised payment method provided by GenZ Travel Ltd or its approved payment partners. For security purposes, payments may be subject to verification, fraud prevention checks, or additional security procedures.

We reserve the right to delay processing or decline any payment where verification checks identify a potential security concern. Customers may be required to provide additional information to complete payment verification where necessary.

All payments must be received and cleared before the relevant booking arrangements can be confirmed or progressed.

3.5 Prices & Availability

All prices and availability provided by GenZ Travel Ltd are subject to change until your booking has been confirmed and the required payment has been received.

A quotation provided to you is valid only for the period stated on the quotation and is based on the availability and prices available at the time it is issued. If you decide to proceed with the booking at a later date, we will need to re-check availability and pricing, as flight fares, hotel rates, transfer costs, and other travel services may change due to supplier availability and market conditions.

The final confirmed price will be the price stated on your official Booking Confirmation Invoice issued by GenZ Travel Ltd after your booking has been secured.

We recommend confirming your booking as soon as possible to secure the quoted price and availability.

4. Flights

4.1 Short-Haul Flight Tickets

Short-haul flights included within your holiday package are subject to the airline’s fare rules and conditions.

Where a flight ticket is issued on a non-refundable fare, the airline may not provide a refund if you choose to cancel your flight due to a change of plans, personal circumstances, illness, visa issues, or any other reason outside the airline’s control.

Any refundable amounts, such as eligible taxes or charges, will depend on the airline’s policy and the applicable fare conditions at the time of cancellation.

Once flight tickets have been issued, any cancellation, amendment or refund request will be handled in accordance with the airline’s terms and any applicable charges will be payable by the traveller.

GenZ Travel Ltd will always advise customers of the applicable flight conditions before ticket issuance wherever possible.

4.2 Long-Haul Flight Tickets

Long-haul flight tickets are subject to the fare rules and conditions of the relevant airline. Any cancellation, amendment, refund, or reissue request will be handled according to the airline’s terms.

Where applicable, any airline charges, fare differences, amendment fees, or reissue costs will be advised before changes are processed and must be paid by the traveller.

If you request cancellation of your flight ticket after it has been issued, any refund will be limited to the amount approved by the airline, subject to the airline’s fare rules, conditions and applicable charges. GenZ Travel Ltd can only refund amounts received back from the airline.

4.3 Flight Schedule & Airline Changes

Flight schedules, departure times, flight numbers, routes, operating airlines and aircraft types may be changed by airlines at any time.

Where we are notified of any significant changes by the airline, GenZ Travel Ltd will communicate the relevant information to you as soon as reasonably possible.

Any rights to rebooking, cancellation, refund or compensation following an airline schedule change will depend on the airline’s terms, applicable passenger rights regulations and, where applicable, package travel regulations.

Minor schedule changes, including changes of less than 12 hours, will not automatically entitle the traveller to cancel the booking without applicable charges. This does not affect any rights you may have under applicable law or airline policies.

4.4 Check-in & Missed Flights

It is the traveller’s responsibility to ensure they arrive at the airport with sufficient time to complete check-in, security procedures and boarding requirements.

Travellers must comply with all airline, airport, security and immigration requirements.

GenZ Travel Ltd cannot accept responsibility for any costs, losses or missed travel arrangements resulting from late arrival at the airport, failure to check in on time, or failure to meet airline requirements.

4.5 Baggage Allowance

Baggage allowances are determined by the airline, route, ticket type and fare conditions.

Your included baggage allowance will be confirmed within your booking documents. We recommend checking your final travel documents before departure.

Any additional baggage, excess baggage or overweight baggage charges are the responsibility of the traveller unless specifically included within your Booking Confirmation.

5. Cancellations by You

If you wish to cancel your booking, the lead traveller must submit a written cancellation request by email to: info@genztravel.co.uk

The cancellation will be effective from the date we receive your written request.

Please note that the deposit paid to secure your booking is non-refundable once the booking has been confirmed and arrangements have been committed to suppliers, as it may have been used to secure flights, accommodation, transfers or other travel services on your behalf.

Unless your Booking Confirmation Invoice states different cancellation terms based on specific supplier conditions, the following standard cancellation charges will apply:

Where any element of your booking, including airline tickets, accommodation, transfers or other travel services, is subject to non-refundable terms or supplier cancellation charges, these costs may apply and may affect the refund amount available.

Any refund due will be calculated after deducting applicable cancellation charges, supplier costs and any non-refundable amounts.

6. Amendments Requested by You

If you wish to make any changes to your confirmed booking, the lead traveller must contact GenZ Travel Ltd in writing as soon as possible. We will make every reasonable effort to assist with your request; however, all amendments are subject to availability, supplier terms and conditions, and approval from the relevant travel providers.

Any additional costs arising from requested amendments, including but not limited to airline amendment fees, hotel charges, transfer changes, fare differences, rebooking costs, supplier administration fees, or any other additional costs, will be payable by the traveller.

Please note that some airline tickets, hotel bookings, and other travel services may not allow amendments or may require cancellation and rebooking. In such cases, the applicable supplier cancellation terms and any new booking costs will apply.

Room Upgrades

If you request a room upgrade after your booking has been confirmed, any additional charges will be calculated based on the availability and applicable rates at the time the amendment request is made.

Room upgrade prices may vary from the original booking price due to changes in hotel availability, seasonal pricing, or supplier rates. Any additional cost must be paid by the traveller before the upgrade can be confirmed.

Name Changes

Changes to passenger names may be treated by airlines or other suppliers as a cancellation and rebooking. Some airline fares, accommodation bookings, and travel services do not permit name changes after confirmation.

GenZ Travel Ltd will always advise you of any applicable charges, requirements and options before processing an amendment request.

7. Changes or Cancellations Affecting Your Booking

Occasionally, changes or cancellations may be made by airlines, hotels, transfer providers, or other travel suppliers after your booking has been confirmed. These changes may be outside the control of GenZ Travel Ltd.

If we are notified of any significant change affecting your booking, we will inform the lead traveller as soon as reasonably possible and provide details of any available options.

Depending on the nature of the change, the supplier’s terms and conditions, and any applicable legal rights, available options may include:

• Accepting the proposed change
• Choosing an alternative arrangement where available
• Receiving a refund or compensation where required under applicable supplier terms, airline rules, or relevant legislation

Please note that minor changes, including changes to flight times, operating carriers, room allocations, transport arrangements, or other travel services, may not always qualify as a significant change or provide a right to cancel without charges.

GenZ Travel Ltd will always endeavour to assist customers and communicate any important updates received from suppliers as promptly as possible.

8. Accommodation & Transfers

Accommodation standards, facilities, services and classifications are based on the information provided by the relevant hotel, supplier or local tourism authority. Hotel star ratings and classifications may vary between countries and may not always match UK rating expectations. Any rating provided should be considered as a general guide only.

Hotel check-in and check-out times, room allocations and accommodation policies are determined by the individual property. Your hotel voucher and final travel documents will provide the applicable details and will take priority over any general information provided.

Requests such as early check-in, late check-out, specific room locations, adjoining rooms, room upgrades, special occasions, dietary requirements or other personal preferences will be passed to the relevant supplier or accommodation provider. However, these requests are subject to availability and cannot be guaranteed unless confirmed in writing by GenZ Travel Ltd.

Transfers included within your booking will be provided as stated on your Booking Confirmation Invoice and may be arranged as either private or shared transfers depending on the package selected.

Shared transfers may involve waiting for other passengers, multiple pick-up or drop-off locations, and additional stops at other accommodation properties.

Private transfers, where included, are arranged for your party only and will be confirmed within your booking details.

GenZ Travel Ltd is not responsible for changes to hotel facilities, services, room allocations, transfer arrangements or operational decisions made by suppliers after confirmation; however, we will always assist and communicate any relevant updates where we are notified.

9. Travel Insurance

Travel insurance is not included in your holiday package unless specifically confirmed in writing within your Booking Confirmation Invoice.

We strongly recommend that all travellers arrange suitable travel insurance from the time of booking until the end of their trip. Your insurance policy should be appropriate for your destination, travel arrangements, personal circumstances and any activities planned during your holiday.

A suitable travel insurance policy should provide cover for, where applicable:

• Medical expenses and emergency treatment
• Emergency repatriation
• Cancellation and curtailment
• Lost, stolen or delayed baggage and personal belongings
• Personal liability
• Any pre-existing medical conditions, where required and accepted by the insurer

It is your responsibility to check the policy terms, exclusions, excesses, coverage limits and any medical declaration requirements before travelling.

If you choose to travel without adequate insurance, or fail to obtain appropriate cover, GenZ Travel Ltd will not be responsible for any costs, losses or expenses that could have been covered by a suitable travel insurance policy, except where liability cannot be excluded under applicable law.

We recommend reviewing your insurance requirements carefully before confirming your booking to ensure you have appropriate protection throughout your journey.

9A. Excursions & Activities

Excursions, tours, activities and experiences at your destination are not included in your holiday package price unless they are specifically confirmed in writing by GenZ Travel Ltd and listed on your Booking Confirmation Invoice.

Any activities, excursions or additional services requested by the traveller after booking confirmation will be subject to availability, supplier terms and additional charges at the time of request.

GenZ Travel Ltd can assist with arranging optional excursions or activities where available; however, these services may be provided by third-party suppliers, and their terms, conditions, cancellation policies and operational decisions will apply.

Any additional costs for excursions, activities or experiences that are not included within your confirmed package price will be payable separately by the traveller.

10. Passports, Visas, Immigration & Health Requirements

It is the traveller’s responsibility to ensure they hold a valid passport and meet all required passport, visa, entry, transit, immigration and health requirements for their journey.

Requirements vary by destination, nationality and transit countries. Travellers should check the latest official requirements before booking and again before departure.

Travellers are responsible for obtaining any required visas, travel authorisations or permits. Failure to have the correct documentation may result in denied boarding, refusal of entry or additional costs.

If a visa is refused or required documentation is not obtained, this does not automatically entitle the traveller to a refund. Any cancellation or refund rights will depend on the applicable booking conditions, supplier terms and relevant laws.

GenZ Travel Ltd recommends checking all travel requirements well in advance, as rules and procedures can change at any time.

11. Special Requests, Medical Needs & Accessibility

If you have any specific requirements relating to accessibility, reduced mobility, medical conditions, dietary needs or other personal requirements, please inform GenZ Travel Ltd at the time of enquiry or before booking.

We will make reasonable efforts to communicate your requests to the relevant airlines, hotels, transfer providers or other suppliers. However, unless a request has been confirmed in writing as part of your Booking Confirmation, it cannot be guaranteed and does not form part of your contractual booking terms.

Travellers are responsible for ensuring that the chosen travel arrangements are suitable for their individual needs and circumstances. We recommend discussing any important requirements with us before confirming your booking so we can help identify the most suitable options available.

12. Our Role & Responsibility

12.1 Our Role as a Travel Agent

GenZ Travel Ltd may act as a travel agent when arranging travel services provided by third-party suppliers, including airlines, hotels, transfer providers, tour operators and other travel partners.

Where we act as an agent, the relevant travel services are provided by the applicable supplier, and their own terms and conditions will apply. GenZ Travel Ltd’s responsibility is to use reasonable care and skill when arranging your booking, communicating relevant information, and assisting with the booking process.

12.2 Package Travel Bookings

The legal status of your booking depends on how the travel services are combined and sold, rather than the description used. Where GenZ Travel Ltd is legally acting as the organiser of a package holiday, we will fulfil our responsibilities in accordance with the applicable Package Travel and Linked Travel Arrangements Regulations 2018.

12.3 Our Liability

Nothing in these Terms & Conditions limits or excludes any liability where such limitation or exclusion is not permitted by law. This includes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any consumer rights that cannot legally be excluded.

Where a travel service is provided by a third-party carrier or supplier, their own liability limits, terms and applicable international conventions may apply.

13. Events Beyond Our Control

Sometimes travel arrangements may be affected by events outside the reasonable control of GenZ Travel Ltd or our suppliers. These may include, but are not limited to:

• Natural disasters or extreme weather conditions
• War, terrorism or security incidents
• Strikes or industrial disputes
• Epidemics or pandemics
• Government restrictions, border closures or changes in regulations
• Airspace closures or transport disruptions

In such circumstances, we will provide assistance and communicate any information received from relevant suppliers as soon as reasonably possible.

The options available, including any changes, cancellations, refunds or alternative arrangements, will depend on the nature of the booking, the affected services, supplier terms and applicable laws.

14. Traveler Conduct

Travelers are expected to behave responsibly and respectfully throughout their journey and must comply with the reasonable instructions, rules and policies of airlines, accommodation providers, transfer operators, local authorities and other service providers.

If a traveler’s behaviour results in a supplier refusing to provide services, including carriage, accommodation or other arrangements, or causes damage, loss or additional costs, the traveller may be responsible for any resulting charges or expenses to the extent permitted by law.

GenZ Travel Ltd cannot accept responsibility for any disruption, loss of services or additional costs arising from a traveller’s failure to comply with supplier rules or reasonable standards of conduct.

15. Problems During Travel & Complaints

15.1 Assistance During Your Trip

If you experience any issue during your holiday, you should report it as soon as possible to the relevant supplier, such as the hotel, airline, transfer provider or local representative, to allow them the opportunity to investigate and resolve the matter promptly.

You should also contact GenZ Travel Ltd as soon as possible by telephone, WhatsApp or email so we can provide assistance and help communicate with the relevant supplier where required.

Prompt reporting of any issue while travelling gives all parties the best opportunity to resolve the matter during your trip.

15.2 Complaints After Your Return

If your concern has not been resolved during your trip, you may submit a formal written complaint by emailing: info@genztravel.co.uk

Please include your:

• Booking reference / Invoice number
• Details of the issue
• Any supporting documents, photographs or correspondence available

We aim to acknowledge formal complaints within 7 working days and provide a response as soon as reasonably possible. Some complaints may take longer where we need to obtain information or clarification from airlines, hotels or other third-party suppliers.

Where GenZ Travel Ltd acts as an agent, we may need to refer the complaint to the relevant supplier responsible for the service while continuing to assist with communication wherever possible.

16. Data Protection

GenZ Travel Ltd processes personal information in accordance with applicable UK data protection legislation, including the UK GDPR and Data Protection Act 2018.

To arrange and manage your travel booking, we may need to share relevant traveller information with third parties involved in fulfilling your booking, including airlines, hotels, transfer providers, tour operators, payment providers, technology providers, and relevant authorities where required.

For further details on how we collect, use, store and protect your personal information, please refer to our: Privacy Policy

17. Governing Law

These Terms & Conditions and any contract between you and GenZ Travel Ltd are governed by the laws of England and Wales, unless another applicable law is required by mandatory consumer protection legislation.

Nothing in these Terms & Conditions affects any statutory rights you may have under applicable consumer protection laws.

18. Changes to These Terms & Conditions

GenZ Travel Ltd may update these Terms & Conditions from time to time. The Terms & Conditions applicable to your booking will be the version in effect at the time your Booking Confirmation Invoice is issued.

Any changes made to the Terms & Conditions on our website after your booking has been confirmed will not automatically apply to an existing booking unless agreed with you or required by law.