1. General Principles
All bookings are subject to supplier-specific cancellation and amendment terms, which will be clearly communicated before booking confirmation. For packaged bookings, our terms do not prejudice your statutory rights under the Package Travel Regulations.
By confirming a booking, you accept:
- Our agency terms
- The supplier’s terms and conditions
- This Cancellations & Amendments Policy
2. How to Cancel or Amend
All cancellation or amendment requests must:
- Be submitted in writing by the lead traveller
- Be sent to reservations@thevoyageagency.com
- Take effect on the date received by us
3. Applicable Charges
We aim to be as flexible as possible; however, because we work with a variety of global partners, the following conditions apply to cancellations and amendments:
- Supplier Terms: Charges are primarily determined by our suppliers’ specific policies.
- Timing: Fees typically increase as the travel date approaches and can reach 100% of the booking value.
- Non-Negotiable: Once a supplier applies a charge, it is non-negotiable.
- For Package Bookings: In accordance with the Package Travel Regulations, any termination fees applied will be appropriate and justifiable, calculated based on the timing of your request and any cost savings we can recover from our providers.
- Admin Fee: A standard administrative fee may apply to process your request.
4. Non-Refundable Elements
Certain bookings (including some accommodation rates, transport services, and experiences) may be non-refundable from the time of booking.
5. Local Taxes & On-Site Fees
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.
6. Supplier Changes or Cancellations
If a supplier makes a significant change or cancels a service, we will notify you promptly and assist with available options, subject to supplier policies.
7. Financial Protection
The Voyage Agency (a brand of L’Essentialiste Ltd) is a member of Protected Trust Services (PTS), membership number 6429. We provide different levels of protection depending on your booking type:
Case A: Accommodation-Only Bookings (Non-Packaged)
If you book a single travel service (e.g., a hotel stay only), your money is protected via our Independent Trust Account:
- Trust Protection: Your payment is held in an independent trust account managed by professional trustees. It is ring-fenced and cannot be used for our company’s overheads.
- Secure Settlement: Funds are only released from the trust to pay the hotel/provider to secure your stay or to pay our commission after you return.
- Consumer Rights: You retain all standard consumer rights under UK/EU law regarding the performance of that specific service.
Case B: Package Holidays & Linked Travel Arrangements (Packaged)
If your booking qualifies as a “Package” (e.g., hotel + transfer) or a “Linked Travel Arrangement” (LTA), you receive enhanced protection under the Package Travel Regulations:
- Insolvency Protection: In the unlikely event of our insolvency, your payments are 100% protected by the PTS Trust Account. You are entitled to a full refund or, where applicable, repatriation.
- Supplier Failure Insurance (SFI): To comply with the law, any funds released from the trust to pay providers before you travel are covered by Supplier Failure Insurance. This ensures your money is safe even if a provider (like a hotel or transport company) fails.
- Organiser Liability: For Packages, The Voyage Agency (or the designated Organiser) accepts full responsibility for the proper performance of all travel services included in your booking.
Learn more about the Package Holidays & Linked Travel Arrangements regulation:
You can find further information about the type of bookings (packaged / non-packaged) on our Packaged Holidays & Travel Arrangements Regulation page .