Terms & Conditions
The terms for planning, booking and travelling with Horizon Luxe Travel & Tours
Clear terms help everyone enjoy a smooth trip. This page explains how our services, bookings, payments, changes and support work, and what you can expect from us and from your suppliers.
How Booking Works
Tell us your plans, review our options and costs, then confirm. A booking is confirmed once we confirm it in writing.
Payments
Pay deposits and balances by the dates in your booking confirmation so your arrangements stay secure.
Changes and Cancellations
Tell us in writing as soon as possible. Charges depend on each supplier’s rules, so check before you commit.
Support While You Travel
Our team and 24/7 concierge hotline are there when you travel, from emergencies to lost luggage.
On this page
- About These Terms
- Our Services
- Enquiries, Quotes and Bookings
- Prices, Payments and Deposits
- Changes and Cancellations by You
- Changes and Cancellations by Us or Our Suppliers
- Travel Documents, Health and Insurance
- Tours, Experiences and Activities
- Support While You Travel
- Group Bookings and Special Occasions
- Our Responsibility to You
- Your Responsibilities
- Unavoidable Circumstances
- Complaints
- Website Use, Privacy and Cookies
- Changes to These Terms and Governing Law
- Contact Us
These Terms and Conditions (“Terms”) set out the basis on which Horizon Luxe Travel & Tours (“we”, “our”, “us”) provides travel planning, booking, tour and support services, and on which you may use our website at https://horizonluxe.co.uk/.
Please read them carefully before you make a booking. By confirming a booking with us or using our website, you agree to these Terms.
These Terms should be read together with our Privacy Policy and Cookie Policy. If you have any questions, you can contact our team before you book.
01. About These Terms
Horizon Luxe Travel & Tours is a travel planning and tour company based in Borehamwood, Hertfordshire. You can find out more about us on our website.
Horizon Luxe Travel & Tours
32 Heaton House, Borehamwood, Hertfordshire, WD6 1BF
Phone & WhatsApp: 07425 249937
Or send us a message through our contact page.
In these Terms, “you” means the person making the booking and, where the context requires, everyone named on it. The person who makes the booking (the “lead traveller”) confirms that they have authority to accept these Terms for everyone in their party.
If there is a difference between these Terms and the written confirmation we send you for a specific booking, the booking confirmation applies for that booking.
02. Our Services
We offer the following services. What is included in your trip is set out in your quote and booking confirmation.
| Service | What it can include |
|---|---|
| Planning & Consulting | Custom itinerary design, destination scouting, budget planning and travel insurance guidance |
| Booking & Reservations | Flights, trains, hotels, resorts, villas, rental cars and cruises |
| Tours & Experiences | Guided city tours, cultural, culinary and wine-tasting tours, adventure travel and VIP access experiences |
| Accommodation & Dining | Restaurant reservations, private chef services, in-villa dining and resort check-in assistance |
| Transport & Transfers | Airport meet-and-greet, and group shuttle and coach transfers |
| On-the-Ground Support | A 24/7 local concierge hotline, emergency assistance, medical referrals and lost luggage support |
| Special Occasions | Surprise celebrations for birthdays, proposals and anniversaries |
| Group Services | Group event ticketing for concerts, sports and festivals |
| Post-Trip Services | Feedback surveys, loyalty rewards, photo and video souvenir packages and future travel credit management |
Our role as your travel agent
In most cases we arrange your travel as an intermediary between you and independent suppliers such as airlines, hotels, tour operators and transfer companies. Your contract for each travel service is then with that supplier and is subject to the supplier’s own terms and conditions, which we will make available on request.
If we put together a package or linked travel arrangement for you, we will tell you in writing, together with the rights and protections that apply.
Any guidance we give about travel insurance is general information to help you decide. It is not a recommendation of a particular policy, so please read the policy documents carefully before you buy.
03. Enquiries, Quotes and Bookings
Booking with us follows four simple steps:
- Get in touch by phone, WhatsApp, email or the enquiry form on our contact page.
- Tell us your plans, including destination, travel dates, number of travellers and budget.
- Review your options as we send you suggestions and costs.
- Confirm and travel when you are happy, and we arrange your bookings.
Quotes and options are based on availability and prices at the time, and can change until you confirm. A booking is confirmed only when we send you written confirmation (email or WhatsApp counts as writing), after we have received any deposit that is due.
Please check your confirmation carefully, including names, dates and destinations, and tell us about any mistakes straight away so we can correct them. Changes to names can be restricted or charged by suppliers.
04. Prices, Payments and Deposits
Prices are in pounds sterling unless we say otherwise. Your quote and confirmation show what is included. Unless stated, prices do not include things such as visa fees, local tourist taxes, resort fees payable at the destination, optional extras, meals not listed, or personal spending.
A deposit may be needed to confirm your booking, with the balance due by the date shown in your confirmation. For some services, such as flights and event tickets, suppliers may ask for full payment at the time of booking.
If we do not receive payment by the due date, we may cancel your booking, and cancellation charges may apply.
Prices can be affected by supplier changes such as taxes, fuel charges or exchange rates. If a price changes before you have paid in full, we will tell you. If the increase is significant, you can accept it or cancel with a refund of what you have paid, less any charges the supplier has already incurred that you are responsible for.
Financial protection
Depending on what you book, your payment may be protected, for example under the Package Travel and Linked Travel Arrangements Regulations 2018 or by ATOL for certain flight arrangements. Where protection applies to your booking, we will tell you in writing before you pay.
05. Changes and Cancellations by You
If you want to change or cancel a booking, please tell us in writing as soon as possible through our contact page, by email or by WhatsApp, quoting your booking reference. A change or cancellation takes effect when we confirm it.
- Charges are based on what our suppliers charge us, plus a reasonable administration fee which we will explain before you confirm the change.
- Many airline tickets, event tickets and special-rate hotel or villa bookings cannot be changed or refunded once confirmed.
- Where a refund is due, we will pay it as soon as we have received the money from the supplier.
The 14-day cancellation right that applies to many online purchases generally does not apply to travel services booked for specific dates, such as accommodation, transport, car hire and leisure activities. Your cancellation rights are those in your booking confirmation and the relevant supplier’s terms.
06. Changes and Cancellations by Us or Our Suppliers
Suppliers sometimes need to change arrangements after a booking is confirmed. We will tell you as soon as we reasonably can.
- Minor changes, such as small changes to flight times or room type, may happen and will not usually entitle you to compensation.
- Significant changes, such as a different destination, a clearly lower standard of accommodation or a major change to dates, entitle you to accept the change, take an alternative if we can offer one, or cancel with a refund of the affected services.
- Cancellations by us or a supplier entitle you to an alternative of similar standard where available, or a refund of the cancelled services.
We will not be liable for compensation where a change or cancellation is caused by unavoidable circumstances (see clause 13) or by something you did or failed to do.
07. Travel Documents, Health and Insurance
You are responsible for making sure you have the correct documents and meet the entry requirements for every country you will visit or pass through. Please check:
- Your passport is valid for the length required by your destination and has enough blank pages.
- You have any visas, electronic travel authorisations or other permits needed.
- Names on your bookings exactly match the names on your travel documents.
- You know about any required or recommended vaccinations and health precautions.
Requirements can change, so please check the UK Government’s foreign travel advice before you travel. We are happy to point you in the right direction, but we cannot be responsible if you are refused travel or entry because documents are missing or incorrect.
Travel insurance
We strongly recommend that every traveller has suitable travel insurance from the time of booking, covering cancellation, medical treatment, baggage and other risks that matter to you. We can give general guidance as part of our planning and consulting service.
Medical, dietary and accessibility needs
Please tell us at the time of booking about any medical, dietary, accessibility or mobility needs that could affect your trip. We will pass relevant information to suppliers, but cannot guarantee that every supplier can meet every requirement. We handle this information as described in our Privacy Policy.
08. Tours, Experiences and Activities
Tours, guides, activities and VIP experiences are provided by independent suppliers. Please note that:
- Itineraries, timings and inclusions may change because of weather, safety, local conditions or supplier decisions.
- Some activities, including adventure travel, involve risk and may have age, fitness or health requirements. You should only take part if you are suitable and willing to accept the risks.
- You must follow the instructions of guides and suppliers at all times.
- Suppliers may refuse participation if they believe it is unsafe, without refund.
09. Support While You Travel
Our on-the-ground support includes a 24/7 local concierge hotline, emergency assistance, medical referrals and lost luggage support. Details of how to reach the hotline are provided with your booking confirmation.
- Emergency assistance: we will help you contact the right suppliers and services, but the cost of medical treatment, replacement travel or extra accommodation is your responsibility, and may be covered by your travel insurance.
- Medical referrals: these are introductions to local providers. We do not give medical advice and are not responsible for any treatment you receive.
- Lost luggage: we will help you report and follow up with the airline or carrier, which remains responsible for handling your claim.
If something goes wrong during your trip, please tell us and the supplier straight away so we have the chance to put it right.
10. Group Bookings and Special Occasions
For group trips, the lead traveller is responsible for payments, for passing these Terms on to everyone in the group, and for confirming names and numbers by the dates we give. If group numbers change, prices and availability may change too. Our group services include event travel, ticketing and transfers for concerts, sports and festivals.
- Event tickets are issued by third parties and are usually non-refundable, unless the organiser cancels or reschedules the event and its terms allow a refund.
- For special occasions such as birthdays, proposals and anniversaries, we arrange surprises using the details you give us, and rely on suppliers to deliver them. Please make sure the details are accurate and that the plan is suitable for the people involved.
11. Our Responsibility to You
We will provide our services with reasonable skill and care. Where we act as your agent, suppliers are responsible for providing the travel services they have agreed to supply, but we will help you with any problem and with any claim.
We are not responsible for loss or damage that was not a reasonably foreseeable result of our failure, for any business losses, or for anything caused by you, by a third party not connected with the services, or by unavoidable circumstances.
Nothing in these Terms limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else the law does not allow us to limit. Your legal rights as a consumer are not affected.
12. Your Responsibilities
To help your trip run smoothly, you agree to:
- Give us accurate and complete information, and tell us promptly if anything changes.
- Pay on time and keep a record of your booking confirmations.
- Arrive on time for flights, transfers, tours and check-in.
- Follow local laws and the rules of your suppliers, and respect other people and their property.
- Pay for any damage you or your party cause.
If you or anyone in your party behaves in a way that is likely to endanger or upset others, a supplier may refuse to continue providing services without refund.
13. Unavoidable Circumstances
We cannot be responsible if we or a supplier are prevented from providing a service, or must change it, because of events that are unavoidable and outside our reasonable control. These include war, terrorism, civil unrest, natural disasters, extreme weather, epidemics, strikes, airspace or border closures and government restrictions.
If this happens, we will do our best to help you rearrange your plans or recover refunds that suppliers are required to give. This is another reason we recommend taking out suitable travel insurance.
14. Complaints
If you have a problem during your trip, please tell the supplier and our team straight away, using the hotline details in your booking confirmation, so that we can try to fix it while you are still there.
If the problem is not resolved, please write to us through our contact page as soon as possible after your return, with your booking reference and details of what went wrong. We will acknowledge your complaint, investigate and reply as promptly as we can.
If we cannot settle a complaint, you may be able to use an alternative dispute resolution service, and where required we will tell you which one.
15. Website Use, Privacy and Cookies
You may use our website for lawful purposes and to find out about and enquire about our services. All text, images, logos and other content on the website belong to us or our licensors, and must not be copied or reused without our written permission.
We try to keep our website accurate and available, but information on it is general, and prices and availability are only confirmed when we issue your booking confirmation. Our website may link to other websites, and we are not responsible for their content.
We handle your personal information as described in our Privacy Policy, and use cookies as described in our Cookie Policy.
16. Changes to These Terms and Governing Law
We may update these Terms from time to time. The version in force on the date you confirm your booking applies to that booking. The latest version is always on this page, with the revised “Last updated” date, currently 10 October 2026.
These Terms, and any dispute connected with them, are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If you live in Scotland or Northern Ireland, you may also bring proceedings in your local courts.
17. Contact Us
If you have any questions about these Terms or about a booking, please get in touch:
Horizon Luxe Travel & Tours
32 Heaton House, Borehamwood, Hertfordshire, WD6 1BF
Phone & WhatsApp: 07425 249937
Or send us a message through our contact page.