Terms and Conditions
ATOZ HORIZON TRAVEL SERVICES LTD (“we”, “us”, “our”)
Registered in England & Wales. Registered office: 124 City Road, London, EC1V 2NX, United Kingdom
Email: info@atozhorizontravel.com
ATOL Number: 12882
Effective date: 01 April 2026
These Terms & Conditions apply to the use of our website and to travel services we sell. Please read them carefully. By using our website or making a booking with us, you agree to these Terms.
Your Financial Protection
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.
We, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (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 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 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. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable).
If we, or the suppliers identified on your ATOL certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees 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 ATOL scheme.
1) Definitions
- Booking: a reservation for travel services you request and we confirm in writing (including by email).
- You/Customer: the person making the booking and all persons named in the booking.
- Flight-only: a booking for air travel only.
- Package / Package Holiday: as defined by the Package Travel and Linked Travel Arrangements Regulations 2018 (PTRs).
- Supplier: third party providing services (airlines, hotels, bedbanks, tour operators, etc.).
- ATOL Certificate: the certificate that confirms ATOL protection for applicable bookings.
2) Our role: agent vs organiser
Depending on what you buy, our legal role may differ:
2.1 When we act as Organiser (Packages)
Where you buy an ATOL-protected package (e.g., flight + accommodation sold together as a package), we may act as the organiser under the PTRs and will be responsible for the performance of the travel services included in the package, subject to the PTRs and these Terms.
2.2 When we act as Agent (Flight-only / separate services)
For some bookings (including many flight-only bookings and some standalone services), we act as an agent arranging services supplied by third parties. In those cases:
- your contract for the travel service is with the Supplier, and
- Supplier terms/conditions (including cancellation/refund rules) apply in addition to these Terms.
We will always confirm your booking type and protection in writing.
3) Quotes, prices, and accuracy
3.1 Quotes
Prices shown on the website or quoted to you are subject to availability and may change until your booking is confirmed and paid. Many travel prices change frequently.
3.2 Pricing basis
Unless we state otherwise, prices include applicable taxes/fees known at the time of quotation. Some taxes/fees may be collected locally (e.g., city taxes) and are your responsibility.
3.3 Errors
If we discover an obvious pricing or description error, we will notify you as soon as reasonably possible. You may:
&accept the corrected price/arrangement; or
&cancel for a full refund of amounts paid to us (where the booking has not been ticketed/confirmed under Supplier rules).
4) Booking process and confirmation
4.1 How to book
A booking is made when you request travel services and we confirm in writing.
4.2 Lead passenger authority
The person making the booking (the “lead passenger”) confirms they have authority to accept these Terms for all travellers on the booking, and is responsible for passing on all information to them.
4.3 Names and details
You must provide correct traveller details exactly as they appear in passports (including middle names where required). You are responsible for any costs resulting from incorrect details.
5) Payment
5.1 Payment methods
We may accept card payments and other methods as offered at checkout or during booking. If paying by card, you authorise us (or our payment provider) to process the payment.
5.2 Deposits and balance
Some bookings require a deposit; others require full payment at the time of booking (often the case for flights). We will tell you the payment schedule. If you do not pay on time, the booking may be cancelled and cancellation charges may apply.
5.3 Chargebacks and disputes
If you raise a chargeback or payment dispute without first contacting us to resolve the issue, this may delay resolution and may incur additional administration time. This does not affect your statutory rights.
6) ATOL protection and financial protection
6.1 ATOL
Where your booking is ATOL protected, we will issue an ATOL Certificate. This explains what is protected, who is protected, and what to do if there is a problem. You should check the ATOL Certificate carefully and keep it safe.
6.2 What is not ATOL protected
Not all arrangements are ATOL protected. Where ATOL protection does not apply, we will make that clear to you in writing.
7) Your responsibilities (passports, visas, health, insurance)
7.1 Travel documents
You are responsible for ensuring all travellers have valid passports, visas, ESTA/ETIAS (if applicable), residence permits, and any required documents for all destinations/transits. Airlines and border authorities can refuse boarding/entry.
7.2 Health requirements
You are responsible for vaccinations, health documentation, and medical fitness to travel.
7.3 Travel insurance
We strongly recommend comprehensive travel insurance for all travellers, including cancellation, medical, and missed departure cover. If you decline insurance, you accept the risks.
8) Special requests and accessibility
If you have special requests (e.g., assistance, dietary needs, adjoining rooms), tell us at the time of booking. We will pass requests to Suppliers but cannot guarantee they will be met unless confirmed in writing by the Supplier.
9) Changes by you
9.1 Amendments
If you request changes after booking, this may incur administration fees and Supplier amendment charges. Some bookings (especially flights) may be non-changeable or may have high change costs.
9.2 Name changes
Name changes may not be permitted for flights once ticketed, or may require cancellation and rebooking at the then- current price.
10) Changes or cancellations by us / the Supplier
Suppliers sometimes make changes (schedules, aircraft, hotels, etc.). If a significant change occurs, we will notify you as soon as reasonably possible and explain available options under applicable rules (Supplier rules and/or PTRs for packages).
11) Cancellations and refunds
11.1 If you cancel
Cancellation charges depend on the booking type and Supplier rules. Flights are often non-refundable or partially refundable. We will confirm the applicable cancellation terms before booking.
11.2 Refund timing
Refunds, where due, are processed back to the original payment method and may take time depending on Suppliers and banks/payment processors.
11.3 No-shows
If you fail to check-in, miss departure, or do not use booked services, refunds are usually not available.
12) If something goes wrong during travel
12.1 Complaints during travel
If you have a problem during travel, you must report it promptly to the Supplier (e.g., hotel reception/airline) and to us, so it can be addressed. Failing to report issues may affect any claim.
12.2 Claims and evidence
Keep records (photos, receipts, written confirmations). Time limits may apply.
13) Liability
13.1 Our liability
We are responsible for providing our services with reasonable skill and care. Where we act as organiser of a package, our responsibilities are set out in the PTRs, subject to legal limits.
13.2 Supplier liability
Where we act as agent, the Supplier is responsible for providing the travel service under its terms and conditions and applicable law/regulations.
13.3 Indirect losses
To the extent permitted by law, we are not liable for indirect or consequential losses (e.g., loss of enjoyment, loss of profit) except where required by law.
Nothing in these Terms limits liability for death or personal injury caused by negligence, fraud, or any liability that cannot be excluded by law.
14) Force majeure / extraordinary circumstances
Events beyond reasonable control (e.g., war, terrorism, pandemics, natural disasters, severe weather, strikes, government action) may affect travel. Rights and remedies depend on booking type and the PTRs/Supplier rules. We will support you in line with applicable obligations.
15) Website use
15.1 Acceptable use
You agree not to misuse the website (e.g., attempt unauthorised access, introduce malware, scrape data, or disrupt services).
15.2 Availability
We do not guarantee uninterrupted website availability. We may update, suspend, or withdraw website features at any time.
16) Intellectual property
Website content, branding, logos, and materials are owned by or licensed to us. You may not copy or reuse content without permission.
17) Privacy and cookies
Our handling of personal data is described in our Privacy Policy and Cookie Policy, which form part of these Terms.
18) Complaints
If you have a complaint, contact us at info@atozhorizontravel.com with your booking reference and details. We aim to respond within a reasonable time.
19) Governing law and jurisdiction
These Terms and any disputes are governed by the laws of England and Wales, and the courts of England and Wales have jurisdiction, except where mandatory consumer protections apply.
20) Changes to these Terms
We may update these Terms from time to time. The version in force at the time of your booking will apply to that booking.
