Questions before you choose, book or travel
Find clear answers about how BTOURS journeys work, what to check before booking and what to expect before and during your trip. Because every itinerary is different, the individual tour page, written quotation, booking confirmation and applicable Booking Conditions remain the definitive source for your arrangements.
Who is BTOURS?
BTOURS LTD is a London-based travel company, active since 2018 and registered in England and Wales under company number 11509996. We create and arrange multi-day journeys for travellers who want a clear structure without losing the freedom to experience a destination in their own way.
What types of journeys does BTOURS offer?
Our collection includes self-drive road trips, city breaks, guided and partially guided tours, island-hopping itineraries, rail journeys and selected private arrangements. Each tour page explains its route, travel style, tour format and confirmed inclusions.
Which destinations does BTOURS cover?
Our main collections cover London, England, Scotland, Wales, Ireland, Greece and the Nordics, including Denmark, Norway, Sweden, Finland and Iceland. Some itineraries cross more than one country or region. The live tour collection is the most accurate guide to what is currently available.
Who are BTOURS journeys designed for?
They are especially well suited to independent-minded travellers who value a planned route, reliable booked services and clear information, but do not necessarily want every hour of the day organised. Different tours offer different levels of guidance, transport support and free time.
Is BTOURS a member of a travel industry organisation?
BTOURS is a member of the Adventure Travel Trade Association. This is a professional industry membership; your actual contract, BTOURS’ role and the terms applying to a booking are set out in your quotation, confirmation and Booking Conditions.
Does BTOURS organise every booking directly?
Not always. Depending on the booking, BTOURS may act as organiser or operator, as the principal supplier of a single service, or as agent for a named supplier. Your quotation and booking confirmation will identify our role so that you know who is responsible for providing each service.
Are all BTOURS bookings package holidays?
No. Some bookings may legally form a package, while others may be single travel services or agency bookings with a named supplier. Where BTOURS organises a package, the applicable rights under the Package Travel and Linked Travel Arrangements Regulations 2018 apply.
How can I contact BTOURS?
Use the Contact page or email info@btours.com. For an existing booking, include the lead traveller’s name and booking reference. Please do not send complete payment card details or unnecessary sensitive documents through the general contact form.
Are all BTOURS tours guided?
No. The collection includes independent, self-drive, partially guided, guided and private formats. Check the Tour Format on the individual tour page to understand how much guiding and day-to-day support is included.
What is the difference between Travel Style and Tour Format?
Travel Style describes the kind of journey, such as City Breaks, Self-Drive Road Trips, Guided Tours, Island Hopping or Rail Journeys. Tour Format explains how the trip operates, for example independent, self-drive, partially guided, escorted, small-group or private.
What does self-drive mean?
A self-drive tour follows an arranged route with planned overnight stops while you control the daily pace between them. Vehicle hire may be included, optional or not included, so always check the tour’s inclusions and car-hire information before booking.
What does an independent tour mean?
An independent tour is not continuously escorted. BTOURS arranges the services listed in the itinerary, while you travel independently between or during those services using the information provided in your booking documents.
What does partially guided mean?
A partially guided itinerary combines independent travel with selected guided visits, excursions or transfers. The itinerary will identify which elements are guided and which parts you complete independently.
Do you offer private tours?
Selected tours or services may be available privately. A private transfer or guided visit does not automatically mean that every part of the journey is private, so check the exact wording in the tour page and quotation.
Can a tour be customised?
Some tours can be adjusted, extended or combined with extra services, while others use fixed supplier arrangements. Ask before booking and explain your preferred dates, party size and requested changes. Nothing is confirmed until BTOURS accepts it in writing and provides any revised price or conditions.
Are BTOURS tours suitable for children and families?
Suitability varies by itinerary, room type, transport provider, activity and supplier age rules. The lead traveller must be at least 18. Contact us before booking with the children’s ages and any room, seating or child-seat requirements so the arrangements can be checked.
Is there an upper age limit?
There is no single age rule across the whole collection. The important factors are the pace, walking, driving, luggage handling and any supplier or activity restrictions. Review the itinerary honestly and tell us about any needs that may affect participation.
How large are the groups?
Group size varies by tour and by individual activity. Some journeys are fully independent, some use shared day tours, and others may be private or small-group. We state a group size only where it has been confirmed for that product.
How do I decide between similar tours?
Compare the route, pace, number of hotel changes, driving or transfer time, travel format, accommodation, free time and exact inclusions. If two options still look similar, send us the tour links and tell us what matters most to you.
Can you support accessibility, mobility or other specific needs?
Tell us before booking about reduced mobility, accessibility needs, non-visible disabilities, medical assistance or other relevant requirements. We will assess the arrangements we control and pass necessary information to suppliers. A request is guaranteed only when it has been expressly accepted in writing.
What is included in a BTOURS tour?
Inclusions differ by tour. The individual tour page and your written quotation list the accommodation, transport, transfers, experiences, meals and other services included in that product. Do not use the inclusions of another tour as a guide.
Why do some tours not show a fixed price online?
Hotel, transport and supplier rates can vary by date, occupancy and availability. Where a live approved price is not available, BTOURS will provide a written quotation showing the currency, total price, inclusions, exclusions, deposit and payment schedule before you commit.
Are prices per person or per booking?
The quotation will state the basis clearly. Prices may depend on the number of travellers, room occupancy, vehicle arrangements and private or shared services, so do not assume that an advertised or previous price applies to a different party.
Are international flights included?
Only when the tour page or quotation states this explicitly. Check the tour’s starting and finishing points before arranging flights, and avoid making non-refundable travel arrangements until your BTOURS booking has been confirmed in writing.
Are airport or station transfers included?
Only where they appear in the inclusions or confirmation. Some tours include selected arrival, departure or inter-hotel transfers; others begin at a hotel, station, port or meeting point. Additional transfers may be available on request.
What accommodation is included?
The tour page or quotation explains the accommodation level, number of nights and room basis. Photographs are illustrative unless a specific property and room have been confirmed. If a property is described as an example or subject to confirmation, a comparable alternative in a suitable location may be used.
Are meals, admissions and guided visits included?
Only the items listed as included form part of the booking. Breakfast, other meals, attraction entry, local guides and activities vary by itinerary. The exclusions and important information should be checked alongside the inclusions.
What are optional extras?
Optional extras are services or activities that are not included in the base arrangements. They form part of your BTOURS booking only if they are included in our confirmation; otherwise, they may be a separate contract with the supplier providing them.
Are tips, local taxes or destination fees included?
This varies by destination and service. The tour page, quotation or travel documents will identify known compulsory amounts where applicable. Discretionary tips and personal expenses are not included unless expressly stated.
Can the price change after confirmation?
The Booking Conditions explain when a confirmed price may lawfully change. For a package organised by BTOURS, increases are limited to specific permitted cost changes, must be explained at least 20 days before departure, and an increase of more than 8% gives the traveller statutory choices.
How do I check dates and availability?
Use Check Availability on the individual tour page where a live calendar is available, or send an enquiry with the tour name, preferred dates and party size. Online availability may still require supplier confirmation.
Is availability guaranteed when I submit a booking request?
No. A website page, availability display or quotation is not final confirmation. Availability is secured only when BTOURS issues written confirmation after receiving the required payment and, for an agency booking, after the named supplier confirms the service.
How do I make a booking?
Select the tour and date through the available booking route or contact BTOURS for a quotation. Review the itinerary, inclusions, price, our role and applicable conditions before paying the required deposit or full balance.
When is my booking confirmed?
A BTOURS organiser or principal booking is confirmed when we issue written confirmation after receiving the required payment. For an agency booking, the contract with the named supplier is formed when that supplier confirms and BTOURS communicates the confirmation to you.
What traveller information is required?
We may need full names exactly as shown on travel documents, contact details, dates of birth, nationality, passport details, emergency contacts and relevant accessibility, mobility, medical or dietary information. The exact information depends on the suppliers and destinations in your booking.
What is the lead traveller responsible for?
The lead traveller must be at least 18, have authority to book for the whole party, manage payments and communications, and share the booking information and conditions with every traveller. They should check all names, dates and services as soon as documents are received.
How much deposit is required and when is the balance due?
The deposit or full-payment requirement and the balance due date are stated in your quotation or confirmation. If payment is late, BTOURS may treat the booking as cancelled after reasonable notice and the applicable cancellation charges may apply.
Can I book close to departure?
Sometimes, but late bookings depend on supplier availability, the time needed to issue tickets or documents and full payment being received. Some services cannot be arranged or changed at short notice.
When will I receive my travel documents?
Booking documents are sent to the lead traveller using the contact details supplied. Timing depends on final supplier confirmation, required traveller information and payment. Contact us if departure is approaching and an expected document has not arrived.
What should I check when I receive my documents?
Check every traveller’s name, dates, destinations, accommodation, rooming, transport, meeting points and included services immediately. Names must match the relevant travel documents. Report any error promptly because later changes may be unavailable or chargeable.
What if I booked through a travel marketplace or another agent?
The platform or agent may remain part of the communication and payment process, and its own terms may also apply to its service. Your confirmation should identify the organiser or supplier of the travel arrangements and the route to use for changes or support.
Can I change a confirmed booking?
The lead traveller must request changes in writing. We will try to help, but changes depend on availability and supplier approval. You must pay any price difference and the actual costs caused by the change; some services may need to be cancelled and rebooked.
Can I transfer my package booking to another person?
A package may be transferred to a person who meets all applicable conditions, subject to reasonable notice. Notice given at least 45 days before the start is normally reasonable. The original and replacement travellers are jointly responsible for any balance and actual transfer costs.
How do I cancel a booking?
The lead traveller must email a clear written cancellation request to info@btours.com. Cancellation takes effect when the request reaches our email system, and we will acknowledge it in writing.
What cancellation charges apply?
For BTOURS organiser or operator bookings, the standard scale below applies unless a stricter or non-refundable supplier condition was clearly disclosed before confirmation. For agency bookings, the named supplier’s cancellation terms apply instead.
Notice before the start date | Cancellation charge |
61 days or more | £50 per traveller |
31 to 60 days | 15% of the total booking price |
23 to 30 days | 25% of the total booking price |
16 to 22 days | 60% of the total booking price |
15 days or fewer | 100% of the total booking price |
How are cancellation days counted?
They are calendar days, not working days, using UK local time. The start date is not counted and the day the written request reaches info@btours.com is counted. For example, for a trip starting on 20 July, a request received on 5 July gives 15 days’ notice; a request received on 4 July gives 16 days’ notice.
What if only one traveller cancels?
The cancellation charge applies to the cancelling traveller. The price for those continuing may also be recalculated if room occupancy, transport or shared-service costs change. We will explain the revised cost where reasonably practicable.
What happens if I arrive late, do not join or leave early?
A no-show, failure to join, late arrival, early departure or decision not to use a confirmed service is charged at 100% and does not create a right to a refund. Contact BTOURS and the relevant supplier immediately if disruption may affect your arrival.
What if BTOURS or a supplier changes the arrangements?
Minor operational changes may sometimes be necessary. If BTOURS organises a package and a significant pre-departure change is required, we will explain it and provide the choices required by law. For an agency booking, the named supplier’s terms and legal responsibilities apply.
Can BTOURS cancel a tour?
An organised package may be cancelled where a disclosed minimum number is not reached within the legal notice period, or where unavoidable and extraordinary circumstances prevent performance. Payments due under applicable law will be refunded, but additional compensation is not payable in those circumstances.
What happens in unavoidable and extraordinary circumstances?
The outcome depends on our role, the service booked and the law. Package travellers may have qualifying cancellation, assistance, alternative-arrangement or refund rights. See the Booking Conditions and contact us promptly if an event may affect your journey.
Will I stay at the hotel shown on the website?
A named hotel is confirmed only when it appears in your booking confirmation. Where a hotel is described as an example or subject to confirmation, BTOURS may confirm a different property of comparable standard in a suitable location.
Can I request a particular hotel or room type?
Yes, you may request one before booking, but it is guaranteed only when accepted in writing. Double, twin, triple, family, accessible and connecting-room arrangements depend on the property and should never be assumed.
Can you arrange extra nights before or after the tour?
Often we can request additional accommodation or transfers, subject to availability and supplier terms. Ask as early as possible, especially if an airport transfer or another service needs to connect with the extra night.
How much luggage can I bring?
Luggage limits depend on the airlines, trains, ferries, coaches, transfer vehicles and car-rental arrangements used. Check the tour information and supplier documents. Unless porterage is expressly included, travellers should be able to manage their own luggage through stations, ports, hotels and vehicles.
Is car hire included on self-drive tours?
Not automatically. The tour page and quotation will say whether car hire is included, optional or excluded. Where a rental is involved, driver age, licence, payment card, deposit, insurance, fuel, toll, parking and one-way conditions may apply.
What driving requirements should I check?
Check licence validity, any International Driving Permit requirement, the side of the road, local traffic rules, parking, tolls, low-emission zones and the rental supplier’s terms. Daily distances are estimates and can change because of traffic, weather, stops and road conditions.
How do rail and ferry journeys work?
The itinerary explains which tickets, reservations and transfers are included. Travellers may need to board independently, manage their luggage and make connections. Timetables, vessels and operating routes can change, particularly because of weather or transport disruption.
Are seats reserved on trains, ferries or excursions?
Only where the booking documents state that a reservation or particular class is included. Some services use open seating, while others allocate seats close to departure or do not guarantee adjacent seats.
What passport and visa documents do I need?
Each traveller is responsible for holding the correct passport, visa, immigration and other entry documents for every country and service in the itinerary. Requirements depend on nationality and route and can change, so check the relevant authorities and official travel advice well before departure.
Can BTOURS give vaccination or medical advice?
We can direct you to general official information, but we cannot provide personal medical advice. Speak to a qualified medical professional or travel-health service and check official destination guidance in sufficient time before travel.
Do I need travel insurance?
Unless BTOURS confirms otherwise in writing, adequate travel insurance is a condition of booking. It should suit the itinerary and cover cancellation, curtailment, medical treatment, repatriation, personal liability, baggage and planned activities. BTOURS’ business liability insurance is not a replacement for your own policy.
How do I tell you about dietary requirements or allergies?
Tell us before booking and provide only the information needed to assess the request. We will pass relevant information to suppliers, but a special meal or other arrangement is confirmed only when accepted in writing. Travellers with serious allergies should also take appropriate personal precautions.
How much walking or physical activity is involved?
This varies greatly. City streets, historic properties, ferry ports, railway stations, rural stops and hotels may involve steps, uneven surfaces or carrying luggage. Ask before booking if you need more detail about a particular itinerary or activity.
What should I pack?
Pack for the season, destination and travel format, allowing for changing weather and practical footwear. Keep essential medication, documents and valuables with you rather than in checked or transferred luggage. Supplier-specific limits take priority over general guidance.
How do I contact BTOURS during my journey?
Use the contact information supplied with your booking. Keep your itinerary, vouchers and relevant supplier details accessible while travelling. For an immediate threat to health or safety, contact the local emergency services first.
What should I do if a service is not provided as expected?
Tell the relevant supplier and BTOURS without undue delay so there is a reasonable opportunity to investigate and put the problem right. Keep photographs, receipts, messages and the names of people you spoke with.
What if my flight or other arrival transport is delayed?
Contact BTOURS and any transfer, hotel or tour supplier as soon as possible. We will try to assist, but replacement services, waiting time or rebooking may involve additional costs where the disruption is outside the confirmed arrangements.
Can the itinerary change during the trip?
Yes, where traffic, weather, closures, safety issues, local restrictions or supplier operations make a change necessary. We will seek to preserve the main character of the arrangements and explain material changes, subject to the rights that apply to your booking.
What happens if I need assistance during a package?
Where BTOURS is the package organiser, we will provide appropriate assistance without undue delay. If your agreed return cannot be ensured because of unavoidable and extraordinary circumstances, the Booking Conditions explain the accommodation assistance and statutory exceptions that may apply.
Can my participation be ended because of my behaviour?
Travellers must follow reasonable safety instructions, respect local laws and avoid dangerous, damaging or seriously disruptive behaviour. BTOURS or a supplier may end participation where continuing is unreasonable or unsafe, and the traveller may be responsible for resulting costs.
How do I make a complaint after travelling?
If the issue was not resolved during the trip, the lead traveller should email info@btours.com as soon as reasonably possible. Include the booking reference, a clear account of what happened, the resolution requested and relevant supporting evidence.
How can I leave feedback or a review?
We welcome constructive feedback about the itinerary and the services provided. Use the Contact page or the verified review link supplied after travel. Please avoid publishing passport details, booking documents or other personal information in a public review.
What personal information does BTOURS collect?
We collect information needed to answer enquiries, prepare quotations, manage bookings and deliver travel services. This may include identity and contact details, travel information, payment status, communications, technical data and relevant accessibility, mobility, health or dietary information that you choose to provide.
Who receives my personal information?
We share information only where reasonably necessary with relevant suppliers, booking platforms, payment and technology providers, professional advisers, insurers or authorities. Travel arrangements may require information to be sent outside the United Kingdom using an applicable lawful transfer mechanism where required.
What happens if I do not provide required traveller information?
We may be unable to prepare or confirm the booking, deliver some or all services, provide requested assistance or meet supplier or official requirements. Where reasonably practicable, we will explain what information is required and why.
How should I send passport or sensitive information?
Send only the information that is genuinely required and use the route requested for your booking. Do not place complete payment card details, unnecessary medical documents or passport images in the general website contact form.
Does BTOURS store my complete card details?
Payment service providers normally process complete card details on our behalf. BTOURS records transaction and payment information needed for the booking but does not need to retain complete card numbers.
How does BTOURS use cookies?
Strictly necessary cookies support security and website operation. Functional, analytics or marketing cookies are used only where permitted and, when required, after consent. You can accept or reject non-essential cookies and change your choice through the website’s cookie settings.
Can I stop marketing messages?
Yes. Use the unsubscribe option in a marketing message or email info@btours.com. Opting out of marketing does not stop essential communications about an enquiry or booking.
What data protection rights do I have?
Depending on the circumstances, you may ask for access, correction, deletion, restriction or portability, object to certain processing, or withdraw consent. These rights are not absolute. Full details, retention periods and ICO complaint information appear in the Privacy and Cookie Policy.
Still need help
If your question relates to a specific journey, send us the tour name or link, preferred dates and number of travellers. For an existing booking, include the lead traveller’s name and booking reference so we can identify the correct arrangements.