1. Company & Scope
These Terms & Conditions apply to all bookings made with The Voyage Agency, a trading name of L’Essentialiste Ltd, registered in England under company number 13058782.
Except where expressly stated, we act solely as an agent or sub-agent for the travel service suppliers. When you book through us, your contract is with the relevant supplier(s), whose own terms and conditions will apply.
2. Booking & Payment
- A booking is confirmed only once we issue written confirmation.
- Deposits and balance payments are determined by supplier terms.
- All payments may be subject to administrative fees.
- Late payments may incur additional charges or cancellation by the supplier.
3. Pricing, Accuracy, Local Taxes & On-Site Fees
Prices are subject to availability and currency fluctuations, they may change until booking confirmation. Errors may occur, and we reserve the right to correct them.
Prices include applicable taxes, but exclude local taxes (such as visitor, city, or tourist taxes) and certain fees (including, but not limited to, resort fees or service charges) which may be payable locally at the establishment, airport, or destination.
The Voyage Agency and its partners will use reasonable endeavours to provide, at the time of booking, an estimate of any applicable local taxes and/or fees payable either at the time of booking and/or on arrival. Such estimates are indicative only and actual amounts may vary.
4. Insurance
Travel insurance is strongly recommended and may be mandatory for certain suppliers.
5. Special Requests
Special requests will be passed to suppliers but cannot be guaranteed.
6. Changes & Cancellations
All amendments or cancellations must be requested in writing by the lead traveller.
Charges are governed by supplier terms and may be up to 100% of the booking value.
7. Our Responsibility
The extent of our responsibility depends on the type of booking you make:
7.1. Acting as an Agent (Single Travel Services)
For “Accommodation-Only” or single-service bookings, we act solely as an agent for the supplier. Our responsibility is limited to the professional processing of your booking. We are not liable for the actual provision of the service or for any acts or omissions of the supplier (e.g., the hotel). Your contract is directly with the supplier.
7.2. Acting as a Retailer (Third-Party Packages)
Where we sell a package created by a third-party Tour Operator (the “Organiser”), we act as a Retailer on their behalf.
- Your contract for the package is with that third-party Organiser.
- The Organiser is responsible for the proper performance of the package.
- Our responsibility is limited to providing you with the correct pre-booking information and correctly processing your booking with the Organiser.
7.3. Acting as the Organiser (Our Own Packages)
In cases where we combine travel services for you and act as the “Organiser,” we accept responsibility for the proper performance of the services. However, this is subject to the following protections:
- Force Majeure: We will not be liable for compensation where the failure to perform is due to “Unavoidable and Extraordinary Circumstances” (e.g., natural disasters, war, terrorism, or significant health risks at the destination).
- Significant Changes & Equivalency: If, before or during your trip, we are unable to provide a significant proportion of the services as booked, we reserve the right to provide suitable alternative arrangements of equivalent or higher quality at no extra cost to you. If the alternative results in a lower quality, you may be entitled to an appropriate price reduction.
7.4. Limitation of Liability
To the maximum extent permitted by the Package Travel and Linked Travel Arrangements Regulations 2018:
- Financial Cap: Our liability for any loss or damage (other than death, personal injury, or illness caused by our negligence or that of our suppliers) is limited to a maximum of three (3) times the total cost of your booking.
- Consequential Loss: We do not accept liability for any indirect or consequential loss, such as loss of enjoyment, distress, or disappointment, nor for any business-related losses or expenses.
- International Conventions: Our liability is also limited in accordance with any relevant International Conventions (such as the Montreal Convention for air travel or the Paris Convention for hotel stays), which are incorporated into these terms.
8. Financial Protection & PTR Compliance
Your Payments are Protected
The Voyage Agency (part of L’Essentialiste Ltd) is a member of Protected Trust Services (PTS), membership number 6429. We offer different levels of protection depending on the nature of your booking:
8.1. The Trust Account (Applies to ALL Bookings)
Regardless of whether you book a single service or a package, all client payments are deposited directly into an Independent Trust Account managed by professional trustees.
- Your money is held securely and is ring-fenced from our company’s operational funds.
- Funds are only released to pay your travel suppliers (e.g., hotels) or to pay our agency commission after you have completed your trip.
8.2. Package Travel Protection (Applies to Packages & LTAs)
If your booking constitutes a “Package” or a “Linked Travel Arrangement” (LTA) under the Package Travel and Linked Travel Arrangements Regulations 2018, you receive enhanced protection:
- Insolvency Protection: In the unlikely event of our insolvency, your payments are 100% protected. You are entitled to a full refund or, where transport is included, repatriation.
- Supplier Failure Insurance (SFI): As required by law, any funds released from the trust to pay a supplier before you travel are covered by SFI. This ensures your money remains 100% safe even if a provider (like a hotel or transport company) fails.
- Statutory Rights: You will be provided with the relevant Standard Information Form before booking, detailing your full rights under the Regulations.
9. Passports, Visas & Health
You are responsible for ensuring compliance with passport, visa, travel documents and health requirements.
10. Complaints
Complaints must be raised with the supplier during travel and reported to us in writing after return if unresolved.
11. Governing Law
These Terms are governed by English law and the jurisdiction of the English courts.