These Booking Conditions set out the terms on which Blank Canvas Travel Ltd accepts bookings. Please read them carefully before making a booking, as they form part of your contract with us.

In these Booking Conditions, “we”, “us” and “our” mean Blank Canvas Travel Ltd, trading as Blank Canvas Travel. “You” and “your” mean the first named person on the booking and all persons on whose behalf a booking is made. “Supplier” means any third-party provider of travel services forming part of your arrangements, including airlines, hotels, ground handlers, transport providers, guides, excursion providers and other local partners.

Blank Canvas Travel Ltd is a company registered in England and Wales under company number 11021440. Our registered office is 5 Riverside Drive, Esher, KT10 8PG. Our ATOL number is 11377. Our ABTOT number is 5387

1. Your contract with us

A booking is made with us when:

1. you ask us to confirm your holiday;
2. you pay the required deposit or full balance;
3. we issue our booking confirmation or invoice.

At that point, a binding contract is formed between you and us.

The person making the booking must be at least 18 years old and must be authorised to make the booking on behalf of everyone named on it. By making the booking, the lead passenger accepts these Booking Conditions on behalf of all persons included in the booking.

Please check your confirmation invoice carefully as soon as you receive it. You must tell us immediately if any details are wrong or incomplete, including passenger names, dates, destinations, flights, hotels, room types, board basis, special requests or contact details. We cannot accept responsibility for any issue caused by incorrect information supplied by you.

2. Package holidays and other arrangements

Most holidays arranged by us are tailor-made package holidays. A package holiday usually exists where at least two different types of travel service are purchased together for the same trip, such as flights and accommodation, accommodation and touring, or accommodation and another significant travel service.

Where your booking is a package holiday, we will act as the package organiser and will be responsible for the proper performance of the travel services included in your package, subject to these Booking Conditions and applicable law.

If we arrange a single travel service only, such as accommodation-only, flight-only, a standalone excursion, or another individual service, different rights and protections may apply. We will tell you where this is the case. Single-service bookings may not be covered by the Package Travel and Linked Travel Arrangements Regulations 2018 and may not benefit from the same financial protection.

3. Your financial protection

Your Financial Protection. The Association of Bonded Travel Organisers Trust Limited (ABTOT) provides financial protection under its ATOL Franchise and The Package Travel and Linked Travel Arrangements Regulations 2018 for Blank Canvas Travel Limited (Blank Canvas) and ABTOT number 5387, ATOL number 11377, and in the event of their insolvency, protection is provided for the following:

1. non-flight packages;
2. flight inclusive packages that commence outside of the UK, which are sold to customers outside of the UK; and
3. flight inclusive packages, flight only and linked travel arrangements (LTAs) sold as a principal under the ABTOT ATOL Franchise.

ABTOT cover provides for a refund in the event you have not yet travelled or repatriation if you are abroad. Please note that bookings made outside the UK are only protected by ABTOT when purchased directly with Blank Canvas Travel Limited.

In the unlikely event that you require assistance whilst abroad due to our financial failure, please call ABTOT’s 24/7 helpline on 01702 811397 and advise you are a customer of an ABTOT protected travel company.

You can access The Package Travel and Linked Travel Arrangements Regulations 2018 here: https://www.legislation.gov.uk/uksi/2018/634/contents/made

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.

The price of our ATOL-protected flight inclusive Packages includes the amount of £2.50 per person as part of the ATOL Protection Contribution (APC) we pay to the CAA. This charge is included in our advertised prices.

We, or the suppliers identified on your ATOL Certificate or holiday itinerary, will provide you with the services listed on the ATOL Certificate or itinerary (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 or supplier 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 or supplier will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder or supplier. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder or supplier, in which case you will be entitled to make a claim under ABTOT.

If we, or the suppliers identified on your ATOL certificate or holiday itinerary, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder, alternative supplier or otherwise) for reasons of insolvency, ABTOT Limited may make a payment to (or confer a benefit on) you under its scheme. You agree that in return for such a payment or benefit you assign absolutely to ABTOT Limited 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 ABTOT ATOL Franchise scheme.

For further information visit the ATOL website at www.atol.org or the ABTOT website at www.ABTOT.com

4. Accuracy and information

We take reasonable care to ensure that information on our website, proposals, itineraries and other materials is accurate when published or sent. However, information can change, and many details are provided by third-party suppliers.

Images are for guidance only. Room layouts, hotel facilities, restaurant opening times, excursions, routes, transport types and local services may vary. We will tell you about any significant changes that we become aware of before your booking is confirmed or before travel where we are required to do so.

5. Prices and quotations

Prices are quoted in pounds sterling unless otherwise stated. Because our holidays are tailor-made, prices may change before your booking is confirmed. A quotation is not a confirmed price until we issue your booking confirmation or invoice.

The price of your confirmed package will not be increased unless this is expressly permitted under these Booking Conditions.

After confirmation, we may increase the price of your package only where the increase results directly from changes in:

1. the price of passenger transport resulting from the cost of fuel or other power sources;
2. taxes or fees imposed by third parties, including tourist taxes, landing taxes, embarkation or disembarkation fees, port fees and airport fees;
3. exchange rates relevant to your package.

If we reserve the right to increase the price for these reasons, you will also be entitled to a price reduction if the same factors lead to a cost reduction before the start of your package, after deduction of any genuine administrative expenses.

No price increase will be made within 20 days of departure. We will provide a clear calculation and explanation of any price increase.

If a price increase exceeds 8% of the total price of your package, you will have the rights set out in section 12.

We do not charge consumer card payment surcharges. You remain responsible for any fees charged by your own bank or card issuer, including foreign transaction fees, where applicable.

6. Deposits and payment

A deposit is payable at the time of booking unless we require full payment. The deposit amount will be shown on your quotation or invoice. Some bookings require a higher deposit or full payment because of supplier conditions, peak travel dates, flights, cruises, villas, private touring, special events or other non-refundable arrangements.

The balance must be paid by the date shown on your invoice. If the balance is not paid on time, we may treat your booking as cancelled by you and apply the cancellation charges set out in section 10.

We will normally send reminders, but it remains your responsibility to pay on time.

7. Special requests

Please tell us about any special requests before booking. We will pass reasonable requests to the relevant suppliers, but we cannot guarantee that they will be met unless we specifically confirm them in writing as part of your contract.

Special requests may include room location, bed type, dietary preferences, celebration arrangements, adjoining rooms, early check-in, late check-out, guide preferences or seating preferences.

A request being shown on your invoice or itinerary does not mean it is guaranteed unless we expressly state that it is a confirmed contractual requirement.

8. Disabilities, reduced mobility and medical requirements

We want to help make your holiday suitable for you. You must tell us before booking about any medical condition, disability, reduced mobility, pregnancy, allergy, dietary requirement or other need that may affect your holiday or travel arrangements.

This allows us to advise on suitability and make reasonable enquiries with suppliers. Some destinations, hotels, transport providers, excursions and touring arrangements may have limited accessibility.

If you fail to provide relevant information and this affects the performance or suitability of your holiday, we will not be responsible for costs, losses or disruption resulting from information we were not given.

We may decline or cancel a booking if, acting reasonably, we believe the arrangements are unsuitable for your needs or cannot be provided safely, but we will discuss this with you before doing so wherever possible.

9. Travel insurance

You must have adequate travel insurance for all overseas travel. Your policy should cover, as a minimum, medical expenses, repatriation, cancellation, curtailment, missed departure, travel delay, personal liability, baggage, supplier failure where appropriate, activities you intend to undertake, and any pre-existing medical conditions.

You are responsible for ensuring that your insurance is suitable for your destination, itinerary and personal circumstances. We may ask for evidence of insurance, but we are not responsible for checking the adequacy of your policy.

If you choose to travel without adequate insurance, you do so at your own risk and may be personally liable for costs that would otherwise have been covered.

10. If you cancel your booking

You may cancel your booking at any time before departure by notifying us in writing. Cancellation takes effect when we receive written notice from the lead passenger.

Because we incur costs from the point of confirmation, cancellation charges will apply. These charges reflect costs we have incurred, supplier charges, non-refundable elements, administrative work, and the likelihood of being able to resell or reuse the arrangements.

Unless your quotation or invoice states different cancellation terms, our standard cancellation charges are:

Period before departure when written cancellation is received	Cancellation charge
More than 70 days	Loss of deposit and any non-refundable supplier costs
70–57 days	50% of total holiday price
56–43 days	70% of total holiday price
42–29 days	85% of total holiday price
28 days or less	100% of total holiday price

Where suppliers impose higher cancellation charges, or where your booking includes non-refundable flights, special fares, cruises, villas, private touring, permits, event tickets, rail tickets, internal flights, peak-season accommodation or other non-refundable services, the cancellation charge may be higher. We will tell you where special cancellation terms apply.

We will deduct any cancellation charge from sums paid and refund any balance due to you without undue delay and, where required by law, within 14 days.

You may be able to recover cancellation charges from your travel insurer, subject to your policy terms.

11. If you change your booking

If you wish to change your booking after confirmation, please tell us in writing as soon as possible. We will try to assist, but changes are subject to availability and supplier terms.

You must pay any increase in cost, supplier charges and our reasonable administration costs. If a change reduces the cost of your holiday, any refund will depend on the terms of the relevant suppliers and the costs already incurred.

Some arrangements cannot be changed after confirmation, especially flights, special fares, rail tickets, permits, event tickets, cruises, villas, private touring and certain accommodation. Any alteration may be treated as a cancellation and rebooking.

12. Changes by us before departure

Because our holidays are arranged many months in advance and depend on third-party suppliers, we may occasionally need to make changes.

Minor changes may include, for example, a small change to accommodation, flight time, routing, excursion order, transport type, guide, local supplier, or itinerary timing. We will tell you about minor changes where reasonably possible.

A significant change may include, for example:

1. a change of accommodation to a lower standard or different resort area;
2. a change of UK departure airport, except between airports serving the same city or region;
3. a change of flight time by more than 12 hours;
4. a major change to your itinerary;
5. a price increase of more than 8%;
6. removal of a major part of the holiday.

If we have to make a significant change, we will tell you as soon as reasonably possible and offer you the choice of:

1. accepting the change;
2. accepting an alternative holiday, if available, with any appropriate price adjustment;
3. cancelling and receiving a full refund of payments made to us.

We will give you a reasonable deadline to respond. If you do not respond, we may send a reminder. If you still do not respond, we may treat the booking as cancelled and refund you as required by law.

Where you are entitled to a refund because of a significant change, we will refund you without undue delay and in any event within 14 days of cancellation.

13. Cancellation by us

We may cancel your booking if:

1. you do not pay the balance on time;
2. we are prevented from performing the contract because of unavoidable and extraordinary circumstances;
3. the minimum number of participants required for a tour is not reached and we notify you by the deadline stated in your holiday information;
4. a supplier becomes unavailable and we cannot provide a suitable alternative;
5. we are required to do so by law or government authority.

If we cancel your package, except where cancellation is due to your failure to pay or your breach of contract, we will offer you:

1. a full refund; or
2. an alternative holiday, if available, with any appropriate price adjustment.

Where a refund is due, we will pay it without undue delay and in any event within 14 days of cancellation.

We will not pay compensation if cancellation is due to unavoidable and extraordinary circumstances, your failure to pay, your breach of contract, or failure to reach a clearly stated minimum number of participants.

14. Unavoidable and extraordinary circumstances

Unavoidable and extraordinary circumstances are events outside our control, the consequences of which could not have been avoided even if all reasonable measures had been taken.

Examples may include war, threat of war, terrorism, civil unrest, serious security problems, natural disaster, fire, flood, extreme weather, epidemic or pandemic, significant health risk, airport or port closure, airspace closure, industrial dispute, government restrictions, changes to Foreign, Commonwealth & Development Office advice, or other events that significantly affect the performance of your package or carriage to your destination.

If unavoidable and extraordinary circumstances occur at or near your destination and significantly affect the performance of your package or the carriage of passengers to the destination, you may be entitled to terminate your package before departure without paying a cancellation fee and receive a full refund. You will not be entitled to additional compensation in those circumstances.

If such circumstances occur while you are away, we will provide reasonable assistance and, where required, make suitable alternative arrangements.

15. Foreign Office advice, entry rules and local laws

You are responsible for checking current travel advice before booking and before departure. UK travellers should check the Foreign, Commonwealth & Development Office travel advice for their destination.

You are also responsible for ensuring that you comply with passport, visa, immigration, health, vaccination, testing, customs, driving, transit and entry requirements for every country included in your itinerary.

We may provide general information, but this is for guidance only and applies to British citizens unless we state otherwise. Requirements can change at short notice. If you are not travelling on a British passport, you must check requirements with the relevant embassy, consulate or authority.

We are not responsible if you cannot travel, are refused boarding, are denied entry, or incur costs because you have not complied with applicable requirements.

16. Passports and visas

You must ensure that all passports are valid for travel and meet the entry requirements of your destination and transit points. Many countries require at least six months’ validity beyond the date of entry or return.

Names on travel documents must match passports exactly. You must check all names, dates of birth and passport details when your documents are issued. Airlines and authorities may refuse travel if details do not match.

Visa, e-visa, ETA, ESTA and other entry authorisation requirements are your responsibility unless we expressly agree in writing to assist. Even where we assist, you remain responsible for checking that all information is correct and that approval has been granted before travel.

17. Health, vaccinations and medical advice

You should check health advice for your destination before booking and before travel. Sources may include your GP, travel clinic, NHS travel health guidance and official destination authorities.

You are responsible for obtaining required vaccinations, medication, certificates, tests, health forms, insurance declarations and medical clearance.

If you have a medical condition, are pregnant, have reduced mobility, have allergies or require regular medication, you should seek medical advice before booking and ensure that your travel insurance covers your circumstances.

18. Flights

Flight times, airlines, aircraft types and routes are subject to change. We will tell you the identity of the operating carrier when known and inform you of any changes as required by law.

A flight time change may not by itself be a significant change unless it materially affects your holiday. You must check final flight timings on your travel documents and again shortly before departure.

Airlines may impose their own conditions of carriage, baggage rules, seating rules, check-in deadlines, health requirements and safety requirements. These form part of your contract with the airline.

We are not responsible for missed flights caused by your late arrival, incorrect documents, failure to comply with airline requirements, or delays unrelated to the performance of your package.

19. Delays, denied boarding and transport disruption

If your flight or other transport is delayed or cancelled, your rights may be governed by airline, rail, ferry or other passenger rights legislation, as well as by these Booking Conditions.

Where we are the package organiser, we will provide assistance as required by package travel law. However, claims for fixed compensation, meals, accommodation or rerouting under passenger rights rules may need to be made directly to the airline or transport provider.

Any compensation received by you from a transport provider may be deducted from any compensation due from us where both relate to the same loss.

20. Accommodation

Hotel ratings, room categories and facilities vary by country and may not correspond to UK standards. Ratings are usually provided by local authorities, suppliers or our own assessment.

Rooms are usually available from mid-afternoon on arrival day and must be vacated by late morning on departure day, unless otherwise stated. Early check-in and late check-out are rarely guaranteed unless paid for and confirmed.

Facilities such as pools, spas, restaurants, bars, air conditioning, children’s clubs, beach services, lifts, gyms and excursions may operate seasonally, be subject to weather, maintenance, local restrictions, occupancy levels or supplier discretion.

21. Excursions, activities and local experiences

Excursions and activities included in your confirmed package form part of your contract with us. Optional excursions or services booked locally and not forming part of your package are not our responsibility, even where we provide information about them or they are available through a local supplier.

Some activities involve inherent risks. You must follow safety instructions, use appropriate equipment, disclose relevant medical conditions and ensure that your insurance covers the activity.

We may refuse participation, or a supplier may refuse participation, if there are reasonable safety concerns.

22. Behaviour

You must behave responsibly and considerately towards other travellers, our staff, suppliers, local communities and property.

We or our suppliers may terminate your holiday or refuse service if your behaviour is abusive, threatening, unsafe, disruptive, illegal, discriminatory, or likely to cause distress, damage, danger or delay.

If your holiday is terminated because of your behaviour, we will have no further responsibility to you, no refund will be due, and you will be responsible for any costs incurred by us or our suppliers, including damage, diversion, delay, alternative accommodation or return travel.

23. If you transfer your booking to another person

You may transfer your package to another person who satisfies all conditions applicable to the holiday, provided you give us reasonable written notice. Notice given at least seven days before departure will be treated as reasonable.

You and the person taking over the booking will be jointly responsible for paying any outstanding balance and any reasonable costs, fees or charges arising from the transfer. We will provide evidence of those costs on request.

Some suppliers, especially airlines, may treat a name change as a cancellation and rebooking. In that case, the cost may be significant or the transfer may not be possible.

24. Our responsibility for your package

Where you book a package holiday with us, we are responsible for the proper performance of the travel services included in your package, irrespective of whether those services are performed by us or by third-party suppliers.

If any travel service is not performed or is improperly performed, you must tell us or our local representative as soon as possible so that we can try to resolve the issue. If we cannot remedy the issue, or if remedy is impossible or would involve disproportionate cost, you may be entitled to an appropriate price reduction or compensation, subject to these Booking Conditions and applicable law.

We will not be responsible where the failure to perform or improper performance is due to:

1. you or another member of your party;
2. a third party unconnected with the provision of the travel services, where the failure is unforeseeable or unavoidable;
3. unavoidable and extraordinary circumstances.

25. Limitation of liability

We do not exclude or limit liability for death or personal injury caused by our negligence or the negligence of our employees, agents or suppliers acting in the course of providing your package.

For other claims, where it is lawful to do so, our liability will be limited to three times the total price of the package paid by or on behalf of the affected person, except where a lower limitation applies under an international convention.

Our liability may be limited by international conventions applicable to travel services, including those relating to air, sea, rail or road transport, hotel accommodation and baggage. These conventions may limit the amount of compensation payable or impose conditions on claims.

You must avoid or reduce losses where reasonably possible. We are not responsible for indirect losses, business losses, loss of profit, loss of opportunity, or losses that were not reasonably foreseeable at the time of booking.

26. Assistance while you are away

If you are in difficulty during your holiday, we will provide appropriate assistance without undue delay. This may include providing information about health services, local authorities and consular assistance, and helping with communications and alternative travel arrangements.

If the difficulty is caused intentionally by you or through your negligence, we may charge a reasonable fee for assistance, reflecting our actual costs.

27. Complaints

If you have a problem during your holiday, you must tell the relevant supplier and contact us or our local representative as soon as possible. This gives us the opportunity to investigate and put things right.

If you do not report a problem while you are away, this may affect our ability to resolve it and may reduce any compensation due.

If the issue is not resolved during your holiday, you must send us a written complaint within 28 days of your return, including your booking reference and full details. We will investigate and respond as soon as reasonably possible.

If, despite our best efforts and having followed the above procedure for reporting and resolving your complaint, you feel that it has not been satisfactorily settled, we recommend that it is referred for arbitration under the ABTOT Travel Industry Arbitration Service. An Independent Arbitrator will review the documents relating to any complaint and deliver a binding decision to bring the matter to a close.

Details of this scheme are available from The Travel Industry Arbitration Service, administered by: –

Dispute Settlement Services Limited

9 Savill Road

Lindfield

Haywards Heath

West Sussex

RH16 2NY

This scheme cannot however decide in cases where the sums claimed exceed £5,000 per person or £10,000 per booking form, or for claims which are solely or mainly in respect of physical injury or illness or the consequence thereof.

28. Baggage and personal possessions

Your baggage and personal possessions remain your responsibility at all times, except where loss or damage is caused by our negligence or the negligence of our suppliers.

You should keep valuables, medication, travel documents, money, electronics and essential items with you. You should report lost, stolen or damaged baggage to the airline, transport provider, hotel, police or insurer as appropriate and obtain written evidence.

Claims for baggage loss or damage during air travel must usually be made directly to the airline within strict time limits.

29. Travel documents

We will normally issue final travel documents after full payment has been received and when supplier documents are available. You must check all documents carefully and tell us immediately about any error.

You are responsible for printing or downloading documents where required and for travelling with all passports, visas, tickets, vouchers, insurance documents, vaccination certificates, permits and other required paperwork.

30. Supplier conditions

Many travel services included in your holiday are provided by third-party suppliers. Their terms and conditions may apply to those services and may limit or exclude liability in accordance with applicable law or international conventions.

Copies of supplier conditions are available on request where we can obtain them.

Nothing in supplier conditions removes your statutory rights against us where we are the package organiser.

31. Events outside our control

We are not responsible for costs, losses or disruption caused by events outside our control, except where we are required to provide assistance or refunds under package travel law.

Such events may include weather disruption, natural disasters, war, terrorism, civil unrest, epidemic or pandemic, border closure, strikes, transport disruption, technical problems, airspace restrictions, government action, local law changes, fire, flood, or failure of public utilities.

32. Itinerary changes while away

We may need to adjust your itinerary while you are away because of weather, local conditions, safety, transport schedules, supplier availability or other operational reasons.

Where a significant proportion of your package cannot be provided, we will make suitable alternative arrangements at no extra cost where possible. If the alternative arrangements are of lower quality, we will provide an appropriate price reduction.

If suitable alternatives cannot be provided, or you reasonably reject them, we will provide return transport to your departure point or another agreed location where your package includes transport.

33. Local standards and destination risks

You are travelling to destinations where laws, customs, safety standards, hygiene standards, infrastructure, driving standards, accessibility, public services and medical facilities may differ from the UK.

We take reasonable care in selecting suppliers, but we cannot guarantee that every aspect of your destination will meet UK standards.

You must take reasonable care for your own safety and follow local laws, official advice and supplier instructions.

34. Data protection

We will process your personal information in accordance with our Privacy Policy https://blankcanvas.travel/privacy-policy/. We need to use your information to arrange and administer your booking, provide travel services, take payment, meet legal obligations, manage customer service and deal with emergencies.

We may need to share your information with suppliers, airlines, hotels, ground handlers, guides, insurers, payment processors, public authorities, border agencies and other organisations involved in your travel arrangements. Some of these organisations may be outside the UK.

Where required, we will use appropriate safeguards for international transfers of personal data.

You must ensure that every person on the booking has seen our Privacy Policy and understands that their information will be processed for these purposes.

35. Photography and marketing

We will not use photographs or video of you for marketing without your consent.

If you send us photographs, reviews or testimonials, you grant us permission to use them for marketing unless you tell us otherwise. You must ensure that anyone identifiable in the material has also given permission.

36. Website use and intellectual property

All website content, itineraries, text, images, branding, logos and other materials produced by us remain our property or are used under licence. You may not copy, reproduce, publish, sell or use them for commercial purposes without our written permission.

37. Force majeure and refunds from suppliers

Where we are required by law to provide a refund, we will do so in accordance with the applicable legal deadline, regardless of whether we have already recovered funds from suppliers.

Where we are not legally required to provide a refund, any refund, credit or amendment may depend on the terms of the relevant suppliers and our ability to recover funds.

38. Your responsibility for other travellers

The lead passenger is responsible for ensuring that all travellers:

1. read and comply with these Booking Conditions;
2. provide accurate personal information;
3. hold valid passports, visas and travel documents;
4. have adequate travel insurance;
5. comply with health, entry and safety requirements;
6. pay all sums due;
7. behave appropriately during the holiday.

39. Severability

If any part of these Booking Conditions is found to be invalid, unlawful or unenforceable, that part will be treated as removed, but the rest of the Booking Conditions will continue to apply.

40. Law and jurisdiction

These Booking Conditions and any dispute or claim arising from them are governed by English law.

You may bring proceedings in the courts of England and Wales. If you live in Scotland or Northern Ireland, you may also bring proceedings in the courts of Scotland or Northern Ireland.

41. Contact Us

Our normal office hours are 9am until 7pm weekdays GMT and 9am until 2pm weekends GMT. Our 24-hour number office number is UK: (+44) 20 7112 4810 and all Blank Canvas clients travelling can contact us on this number or via an email to [email protected]