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 [email protected]
- Take effect on the date received by us
3. Refund Options & Applicable Charges
We aim to offer maximum flexibility. However, because cancellations incur immediate, unrecoverable transaction routing and trust account reconciliation costs from our merchant banking networks, the following refund structures apply to all client-initiated cancellations:
A. During the “Free Cancellation” Window (Flexible Bookings)
If you cancel a booking within the provider’s advertised free cancellation window, you are entitled to a full recovery of your booking value via one of two methods:
- Option 1: 100% Instant Refund to Travel Wallet (Recommended)
The full booking amount is instantly credited to your digital Voyage Agency Travel Wallet. This credit is valid for 24 months, can be used toward any future accommodation on our platform, and is 100% free of any administrative or processing fees. - Option 2: Refund to Original Payment Card
If you choose to reject the Travel Wallet credit and request a cash refund back to your original payment card, the transaction is subject to a Card Network & Trust Account Processing Fee of GBP 10.00 / EUR 12.00 / USD 12.00 plus 3.5% of the total transaction value. This fee directly covers the sunk, non-refundable merchant fees charged by the payment gateway and trust infrastructure to process and reverse the funds.
B. During the “Committed / Penalty” Window
If you cancel a booking after the free cancellation window has closed, the following conditions apply:
- Supplier Terms: Charges are determined by our hotel providers’ specific policies and can reach up to 100% of the booking value.
- Residual Balances: If a partial refund is permitted by the supplier, the remaining balance can be claimed as a 100% free Travel Wallet credit, or cashed out to your original payment card subject to the standard processing fee (GBP 10.00 / EUR 12.00 / USD 12.00 + 3.5%).
- Non-Negotiable: Once a supplier applies a cancellation penalty, it cannot be waived or negotiated by The Voyage Agency.
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 .