Booking Conditions

1. About BTOURS and these conditions

These Booking Conditions apply to bookings made with or through BTOURS LTD, registered in England and Wales under company number 11509996. Our registered office is Office 10674, 182–184 High Street North, East Ham, London E6 2JA, United Kingdom.

These conditions form part of the contract together with the written quotation, itinerary, booking summary, confirmation invoice and any booking-specific terms disclosed before confirmation. If a booking-specific term conflicts with these conditions, the booking-specific term applies to the extent of that conflict, provided it is lawful and was clearly disclosed before booking.

Nothing in these conditions limits any right or remedy that cannot lawfully be limited.

2. Our role in your booking

Organiser or operator bookings

Where the quotation or confirmation identifies BTOURS as organiser or operator, your contract for the combined arrangements is with BTOURS. If the arrangements constitute a package under the Package Travel and Linked Travel Arrangements Regulations 2018, BTOURS is responsible for performing the travel services included in that package, even where those services are delivered by suppliers.

Principal single-service bookings

Where the quotation or confirmation identifies BTOURS as the supplier or principal of a single travel service and the booking does not form a package, your contract for that service is with BTOURS. BTOURS is responsible for providing the service with reasonable care and skill and in accordance with applicable consumer law.

Agency bookings

Where the quotation or confirmation identifies BTOURS as agent, BTOURS arranges a contract between you and the named supplier or organiser. The supplier’s booking conditions apply to the travel service. BTOURS is responsible for providing the booking service with reasonable care and skill, but the supplier is responsible for performing the travel service, subject to any responsibility that the law places on BTOURS.

If our role is not clear from your documents, contact us before paying or confirming the booking.

3. Making a booking

A website page, itinerary or quotation is an invitation to make a booking request. Availability is not guaranteed until we issue written confirmation.

A contract is formed when we issue a booking confirmation after receiving the required deposit or full payment. For an agency booking, the contract with the supplier is formed when the supplier confirms the booking, and BTOURS will confirm this to you.

The lead traveller must be at least 18 years old and must have authority to book for every person named. The lead traveller is responsible for payments, communications and providing these conditions and all booking information to the other travellers.

Please check names, dates, destinations, accommodation, services and other details as soon as documents are received. Names must match the relevant travel documents. Tell us immediately about any error. Changes may be unavailable or may incur supplier costs.

4. Quotations, prices and payment

The website may describe tours without displaying a fixed price. The price, inclusions, exclusions, currency, deposit and payment schedule for your booking will be stated in the written quotation or confirmation. A quotation is valid only for the period stated and remains subject to availability until confirmed.

The deposit or full payment shown in the quotation is required to confirm the booking. Any remaining balance must be received by the due date in the confirmation. If payment is late, we may treat the booking as cancelled after giving reasonable notice, and the applicable cancellation charges may apply.

Before confirmation, prices may change because availability or supplier rates have changed. We will tell you the current price before you commit to the booking.

For a package organised by BTOURS, we may increase the confirmed price only where permitted by law and only because of changes in transport costs resulting from fuel or other power sources, taxes or fees imposed by third parties, or relevant exchange rates. We will provide an explanation and calculation at least 20 days before the package starts. If we reserve this right, you also receive any price reduction resulting from decreases in the same costs, less reasonable administrative expenses. An increase of more than 8% gives you the statutory choices described in the notice.

5. Cancellation by you

The lead traveller must send a cancellation request in writing to info@btours.com. Cancellation takes effect when we receive the request. We will acknowledge it in writing.

Standard scale for BTOURS organiser or operator bookings

The notice period is counted in calendar days, not working days, using UK local time. The scheduled start date is not counted, and the date on which the written cancellation request reaches info@btours.comis counted. For example, if the arrangements start on 20 July and the cancellation request is received on 5 July, the notice period is 15 days and the 100% charge applies. If it is received on 4 July, the notice period is 16 days and the 60% charge applies. Email requests are timestamped when they reach our email system, including weekends and public holidays. 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.

Some services, such as specific accommodation, rail, ferry, attraction or event bookings, may be non-refundable or subject to a stricter supplier condition. Any exception to the standard scale must be clearly disclosed before confirmation and will form part of your contract.

For package bookings, cancellation charges are intended to reflect reasonably anticipated costs, savings and the possibility of reselling the arrangements. If you ask us, we will provide a justification for the cancellation charge. Your statutory right to cancel a package without a termination fee in qualifying unavoidable and extraordinary circumstances is not affected.

If the amount already paid is less than the applicable cancellation charge, you must pay the difference. If the amount paid exceeds the cancellation charge, we will return any balance due.

If one or more travellers cancel while the remaining travellers continue, the price for the remaining travellers may be recalculated to reflect changes in room occupancy, transport, shared services or other costs. Any resulting increase must be paid by the remaining travellers, and we will explain the calculation where reasonably practicable.

Agency bookings

When BTOURS acts as agent, the cancellation conditions of the named supplier or organiser apply instead of the standard scale above. We will provide or identify those conditions before booking. BTOURS may collect the supplier’s cancellation charge on its behalf.

6. Changes requested by you

Requests to change a confirmed booking must be made in writing by the lead traveller. 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, which we will explain before proceeding where practicable.

Certain confirmed services cannot be changed and may need to be cancelled and rebooked. In that case, cancellation charges may be up to 100% of the affected service.

If a package booking is transferred to another person who satisfies all conditions applying to the trip, reasonable notice is required. Notice given at least seven days before the start is normally reasonable. The original and replacement travellers are jointly responsible for the outstanding balance and the actual transfer costs.

7. Changes or cancellation by BTOURS or a supplier

Travel arrangements sometimes change after confirmation. We or the supplier may make an insignificant change where the contract permits it. We will tell you as soon as reasonably possible.

For a package organised by BTOURS, if we must make a significant change before departure, cannot meet an accepted special requirement, or lawfully increase the price by more than 8%, we will explain the change and give you a reasonable time to choose between accepting it, accepting an alternative if offered, or cancelling for a refund. Statutory refund and compensation rights apply where relevant.

We may cancel an organised package if the stated minimum number of participants is not reached, provided the booking documents state the minimum number and we notify you no later than 20 days before the start for trips lasting more than six days, seven days before the start for trips lasting between two and six days, or 48 hours before the start for trips lasting less than two days. We may also cancel if unavoidable and extraordinary circumstances prevent performance, in which case we will notify you without undue delay before the start. In either case, we will refund payments due under applicable law but will not owe additional compensation.

Where a package travel contract is terminated and you are entitled to a refund under applicable law, we will make that refund without undue delay and no later than 14 days after termination.

For an agency booking, the supplier decides whether an alternative, refund or other remedy is available under its contract and applicable law. BTOURS will communicate the supplier’s decision and provide reasonable assistance.

8. Our responsibility when we are organiser

Where BTOURS is the organiser of a package, we are responsible for the performance of the travel services included in the contract. If a service is not performed as agreed, tell us and the relevant supplier without undue delay so that the problem can be addressed.

We will remedy a lack of conformity unless doing so is impossible or would involve disproportionate cost, taking account of the extent of the problem and the value of the affected service. Where applicable, you may be entitled to an alternative arrangement, a price reduction, compensation or termination rights under the Package Travel and Linked Travel Arrangements Regulations 2018.

If you are in difficulty during a package, we will provide appropriate assistance without undue delay. We may charge our actual reasonable cost if the difficulty was caused intentionally or through your negligence.

If, because of unavoidable and extraordinary circumstances, we are unable to ensure your return as agreed in a package travel contract, we will bear the cost of necessary accommodation, if possible of an equivalent category, for up to three nights per traveller, or for any longer period required by applicable passenger rights legislation.

The three-night limit does not apply to persons with reduced mobility and anyone accompanying them, pregnant travellers, unaccompanied minors, or persons requiring specific medical assistance, provided that we were notified of their particular needs at least 48 hours before the package started.

9. Our responsibility when we are agent

Where BTOURS acts only as agent, we are not responsible for the supplier’s performance of the travel service, except to the extent that responsibility is imposed by law. We remain responsible for carrying out the booking service with reasonable care and skill, accurately passing on information received, and handling money in accordance with the arrangements disclosed to you.

Supplier conditions may limit or exclude the supplier’s liability where permitted by law or an applicable international convention. Please read them before confirming the booking.

10. Liability and insurance

Our liability is governed by law and these conditions. We maintain comprehensive liability insurance, but this does not extend our contractual liability beyond what is stated here.

General protections

Nothing in these conditions excludes or limits liability for death, personal injury or illness caused by negligence, fraud, fraudulent misrepresentation, deliberate wrongdoing, or any other liability that cannot lawfully be excluded or limited. Every limitation in this section applies only to the extent that it is fair and enforceable under applicable law.

Package bookings

Where BTOURS acts as organiser of a package, and subject to any applicable international convention, BTOURS’ liability for compensation for claims that do not involve death, personal injury or illness and are not caused intentionally or through negligence is limited to a maximum of three times the total price of the package. This limit applies only where permitted by the Package Travel and Linked Travel Arrangements Regulations 2018 and does not affect any right or remedy that cannot lawfully be limited.

Agency bookings

Where BTOURS acts solely as agent for a named supplier, the supplier is responsible for performing the travel service. BTOURS remains responsible for its own booking and agency services. Where BTOURS is found liable for those services, its total liability for claims that do not involve death, personal injury or illness is limited to two times the price paid to BTOURS for the booking in question, but only to the extent permitted by law. This limit does not apply to fraud, fraudulent misrepresentation or any liability that cannot lawfully be limited.

Principal single-service bookings

Where BTOURS contracts as principal for a single travel service and no package is created, BTOURS is responsible for providing that service with reasonable care and skill. Subject to applicable law, BTOURS’ total liability for claims that do not involve death, personal injury or illness is limited to two times the price paid for the affected service. This limit does not prevent recovery of the price paid where the law provides that remedy and does not apply to fraud, fraudulent misrepresentation or any liability that cannot lawfully be limited.

International transport conventions

Where international carriage by air, sea or rail is included in a booking, liability may be limited by an applicable international convention, including the Montreal Convention 1999, the Athens Convention 1974 as amended, and COTIF/CIV, as amended. Where the law permits, BTOURS may rely on the same limits and defences as the carrier. Compensation or remedies already received for the same loss will be taken into account, and the same loss cannot be recovered twice.

Insurance

BTOURS maintains liability insurance for its business activities. This does not extend BTOURS’ contractual liability beyond these conditions or applicable law, and it does not replace the traveller’s own travel insurance.

11. Accommodation, transport and itineraries

Only the services listed as included in the final confirmation form part of the booking. Photographs and general descriptions illustrate the type and standard of service but may not show the exact room, vehicle, route or other facility allocated.

Where an accommodation property is described as an example or as subject to confirmation, we may confirm a different property of a comparable standard and in a suitable location. A named and confirmed property will not be changed except where necessary and subject to your applicable rights.

Routes, timings and visits may change because of traffic, weather, local restrictions, closures, safety, supplier operations or other practical requirements. We will seek to preserve the main character of the arrangements and will explain material changes.

12. Optional extras and separate services

An optional extra forms part of your contract with BTOURS only if it is included in our confirmation as part of an organiser booking. Otherwise, it may be a separate contract with the supplier providing it. The applicable price, cancellation terms, age limits and participation requirements will be disclosed before purchase where available.

Third-Party Travel Services

The BTOURS website may provide access to accommodation, transfers, car hire, flights, day tours and other travel services supplied by selected third-party partners through affiliate links, embedded booking tools, co-branded or white-label pages.

Unless expressly confirmed otherwise by BTOURS in writing, these services are not sold or organised by BTOURS. Your contract is with the named provider, and its own booking conditions, cancellation terms, privacy policy and customer-support arrangements will apply.

BTOURS may receive a commission when a booking is made through these services. BTOURS is not responsible for the availability, pricing, performance, amendment or cancellation of a service supplied by a third-party provider. Nothing in this clause excludes or limits BTOURS’ liability for its own negligence, misrepresentation, booking errors attributable to BTOURS, or any liability that cannot legally be excluded or limited.

Where BTOURS expressly acts as agent or organiser, the relevant provisions of these Booking Conditions will apply instead.

13. Special requests and accessibility

Tell us before booking about accessibility needs, reduced mobility, dietary requirements, allergies or other special requests. We will assess requests we are responsible for and pass relevant information to suppliers. A request is guaranteed only if it is expressly accepted in writing.

If a requested arrangement cannot reasonably be provided, we will explain this before confirmation where the information is available. Please tell us promptly if a need changes after booking.

14. Passports, visas, health and travel advice

Each traveller is responsible for holding the correct passport, visa, immigration, health and other documents for every country and service in the itinerary. Requirements vary by nationality, destination and route and may change after booking.

Information we provide is general guidance, not legal or medical advice. Check current requirements with the relevant authorities and official travel advice in sufficient time before departure.

UK foreign travel advice: gov.uk/foreign-travel-advice

15. Travel insurance

Unless we confirm otherwise in writing, adequate travel insurance is a condition of booking. The policy should be suitable for the itinerary and cover cancellation, curtailment, medical treatment, repatriation, personal liability, baggage and planned activities. BTOURS does not provide personal travel insurance.

You are responsible for checking exclusions, declaring relevant information and carrying evidence of cover. BTOURS is not responsible for a loss that would have been recoverable under suitable insurance, except where the law provides otherwise.

16. Behaviour and traveller responsibilities

Travellers must follow reasonable safety instructions, respect local laws and other people, and avoid behaviour that causes danger, damage or serious disruption. A supplier or BTOURS may end a traveller’s participation where the behaviour makes continuation unreasonable or unsafe. No refund is due for services lost because of that behaviour, and the traveller is responsible for direct losses or costs caused by it, subject to applicable law.

17. Complaints and problems during travel

Report a problem immediately to the relevant supplier and to BTOURS so there is a reasonable opportunity to put it right. Keep supporting information such as photographs, receipts and written communications.

If the matter is not resolved during the trip, the lead traveller should write to info@btours.com as soon as reasonably possible, quoting the booking reference and explaining the requested resolution. For an agency booking, we may direct or forward the complaint to the responsible supplier and will provide reasonable assistance.

18. Unavoidable and extraordinary circumstances

Unavoidable and extraordinary circumstances are events beyond the control of the party relying on them and whose consequences could not have been avoided even if all reasonable measures had been taken. Examples may include serious security problems, significant health risks, natural disasters, severe weather, government action, major transport disruption or industrial disputes.

The consequences depend on our role, the service booked and applicable law. Statutory package rights, including qualifying cancellation and refund rights, are not excluded by this section.

19. Personal information

We use personal information in accordance with our Privacy and Cookie Policy. Information needed for a booking may be shared with suppliers, booking platforms and authorities, including recipients outside the United Kingdom.

20. Website use

Website content is provided for general information and may change before a booking is confirmed. The written confirmation controls the services, dates and price included in your contract.

You must not misuse the website, attempt unauthorised access, introduce malicious code, submit fraudulent enquiries or bookings, copy content for commercial use without permission, or interfere with another user’s access.

Text, photographs, graphics, branding and other website content belong to BTOURS or its licensors. You may view and print content for personal use but may not reproduce or commercially exploit it without permission.

21. Governing law and courts

These conditions and the booking are governed by the law of England and Wales. The courts of England and Wales have jurisdiction. If you live in Scotland or Northern Ireland, you may also bring proceedings in the courts of the part of the United Kingdom where you live. Mandatory consumer rights remain unaffected.

22. Changes to these conditions

The version accepted when your booking is confirmed continues to apply to that booking. We may update these conditions for future bookings by publishing a revised version with a new date.

Contact details

BTOURS LTD is registered in England and Wales under company number 11509996.

Registered office: Office 10674, 182–184 High Street North, East Ham, London E6 2JA, United Kingdom.

Email: info@btours.com