Terms and conditions

About Bespoke Holidays

These booking conditions refer to Bespoke Holidays Ltd, a company registered in England and Wales with company number 10683784. Our registered office is 6D Lowick Close, Hazel Grove, Stockport, Cheshire, England, SK7 5ED. References to "we", "us" and "our" mean Bespoke Holidays Ltd.

For booking enquiries and customer correspondence, please email sales@bespokeholidays.com or call 01625 568800. Our registered office is shown to meet our company disclosure obligations; it is not a customer-facing travel office and is not monitored for customer correspondence.

We will explain before you book whether Bespoke Holidays is organising your package or acting as an agent for another travel provider. Where we organise your package, we are responsible for it as described in these conditions. Where we act as an agent, we will identify the relevant organiser or supplier and provide the applicable booking conditions before you book. This distinction does not limit your statutory rights or our responsibilities for our own services.

How to make a booking

To make a booking, Bespoke Holidays normally requires a deposit of £500 per person. A higher deposit may be required where a supplier requires advance payment. Some airfares require full payment when booked and may carry a 100% cancellation charge. We will explain any different deposit, payment or cancellation terms before you book.

Your booking is accepted and a contract is formed when we issue your confirmation invoice. Please check your confirmation and other booking documents promptly and contact us as soon as possible if anything appears incorrect or is missing. A delay in reporting an error does not remove any rights you have where the error is ours or where the law provides a remedy.

Lead booker

The person making the booking must be at least 18 years old and have authority to book on behalf of everyone named in the booking. The lead booker is responsible for making payments, giving us accurate and complete information, and passing our documents and important information to everyone travelling. Each traveller remains responsible for complying with requirements that apply personally to them.

Booking errors

We are responsible for booking errors caused by technical defects in a booking system attributable to us and for errors we make where we have agreed to arrange your package or travel services. We are not responsible for an error attributable to you, such as information you enter or provide incorrectly, or an error caused by unavoidable and extraordinary circumstances. Nothing in this section limits your statutory rights.

Price Policy

The holidays shown on our website are intended to provide inspiration and do not display fixed prices. We will prepare a personalised quotation based on your chosen arrangements, travel dates and current availability. Your quotation will explain the total price, what is included, any exclusions or additional charges, and how long the quoted price remains valid.

We will check the price before accepting your booking. If we identify an error or a change in availability before your booking is confirmed, we will explain the correct price and ask whether you wish to proceed.

Once we have accepted your booking and issued our confirmation invoice, the confirmed package price will not be increased because of subsequent changes in exchange rates, fuel costs, taxes or fees.

This price guarantee does not apply to changes requested by you or to charges that were clearly identified before booking as being payable locally. If you ask us to change your confirmed arrangements, we will explain any additional supplier costs or other charges before the change is made.

Confirmation of booking and payment details

As all arrangements are tailor-made, we will confirm the flights, departure and arrival airports, flight times, accommodation and other arrangements relevant to your holiday before you book. Your booking is accepted and a contract is formed when we issue your confirmation invoice.

For an ATOL-protected package, we will provide a detailed package confirmation so that you receive it within three days of payment. It will include the lead passenger's name, flight details, accommodation, other ground arrangements, the total package price and the unique reference number of the relevant ATOL Certificate.

Please check your confirmation invoice, ATOL Certificate and other booking documents promptly and contact us as soon as possible if anything appears incorrect or is missing. A delay in reporting an error does not remove any rights you have where the error is ours or where the law provides a remedy.

The final balance must be paid ten weeks before departure. For bookings made within ten weeks of departure, full payment is due immediately, unless we agree different payment arrangements with you in writing.

Travel insurance

We strongly recommend that everyone travelling has suitable travel insurance in place from the time of booking and throughout the holiday. Check that it covers cancellation, medical treatment, emergency repatriation, personal belongings and your planned destinations and activities.

We will ask you to confirm whether suitable cover is in place, but we do not require or retain your insurer's name, policy number or details of your cover. It is your responsibility to check the policy's suitability, limits and exclusions with your insurer. We do not assess or approve your cover.

Tell your insurer about relevant medical conditions and any changes it requires you to disclose. Keep your policy and the insurer's emergency assistance details accessible during your trip. A GHIC or EHIC is not a substitute for travel insurance.

Insurance does not replace your statutory rights or reduce our obligations to you. Further information is available in the FCDO travel insurance guidance.

Special requests

Please tell us about any special requests before booking. We will pass preferences, such as room location or adjoining rooms, to the relevant suppliers, but these are subject to availability unless we expressly agree otherwise.

If a requirement is essential to your holiday, please explain this before you book so we can check it with the supplier. We will record any special requirements we accept as part of your contract in your booking confirmation. Simply noting or forwarding a preference does not confirm it will be met. This does not affect agreed arrangements or your statutory rights.

If we cannot fulfil a special requirement accepted as part of your package contract, your rights under the section on changes by Bespoke Holidays apply. Accessibility needs will be considered individually, as explained below.

Accessibility and medical needs

Please tell us before booking about any mobility, accessibility, allergy, dietary or medical needs that may affect your travel arrangements, and let us know promptly if they change. We need only the information relevant to planning your holiday and arranging assistance, not your full medical history.

We will provide general information about the suitability of the package for people with reduced mobility and, on request, more precise information taking account of your needs. We will check relevant facilities and assistance with suppliers, discuss any limitations and reasonable adjustments, and explain what can be arranged before you book.

For airport or airline assistance, please contact us as early as possible, ideally when booking and at least 48 hours before departure. If less notice is available, still contact us so we can pass on your request promptly. This is not a blanket deadline removing your assistance rights. See the CAA assisted travel guidance.

We normally obtain separate, explicit consent to use and share relevant sensitive information, as explained in our Data Protection Statement and Privacy Policy. Please discuss fitness to travel with an appropriate healthcare professional where necessary; we cannot provide medical advice. Nothing in this section limits your statutory accessibility or package holiday rights.

Conduct and safety

Everyone travelling must behave reasonably, follow lawful safety and security instructions, and avoid conduct that threatens, abuses or endangers another person, causes serious disruption, or damages property.

If serious conduct makes it reasonably necessary, we or the relevant supplier may end the affected travel arrangements. Where appropriate, a warning and a reasonable opportunity to stop the conduct will be given first. We will consider the circumstances, including known disability or medical needs, and make reasonable adjustments where required by law.

You may be responsible for proven damage, loss and reasonable costs caused by your conduct. A refund is not normally due for services not used after arrangements are ended because of serious conduct, except where the law requires otherwise. This section does not limit your statutory rights or our duty to provide assistance where it applies.

Excursions and activities bought independently

An excursion or activity that is not included in your package and that you book directly with an independent provider is a separate contract between you and that provider. We are not responsible for the provider's performance merely because we mention the activity or help you find information about it.

This does not exclude responsibility for an excursion or activity that we include in your package, sell to you as part of our travel arrangements, or for our own negligence or misleading information. Your statutory rights remain unaffected.

Changes to holiday arrangement by client

Where possible Bespoke Holidays will amend the confirmed booking at a charge of £100 per person subject to availability, in addition to any charges levied by any suppliers of services. However, changes cannot be guaranteed.

Transferring your booking

For packages organised by Bespoke Holidays Ltd, you may transfer your booking to another person who meets the conditions of the holiday. Please give us reasonable notice by email at sales@bespokeholidays.com. Notice of at least seven days before departure is always considered reasonable; shorter notice will be assessed in the circumstances.

You will only be charged reasonable costs actually incurred in making the transfer. We will explain these costs and provide evidence. Issued airline tickets may need to be replaced, which can increase the cost.

You and the replacement traveller are jointly and individually responsible for the outstanding balance and transfer costs. Our separate amendment terms apply to requests to change dates, destinations or other arrangements.

Cancellation by client

You may cancel your booking at any time before departure. Please send your cancellation notice by email to sales@bespokeholidays.com, including your booking reference and the names of the travellers cancelling. Cancellation takes effect when we receive your email, not when we acknowledge it.

Since we incur costs when cancelling your travel arrangements, the following scale of cancellation charges will apply. We will provide justification for the amount charged if you request it.

Any different cancellation terms for particular services, such as non-refundable flights, will be explained before you book. They do not override your statutory package holiday rights. Where a charge relates to a package, it must remain appropriate and justifiable. We will not count the same cost twice or charge more than the total booking cost.

When you can cancel a package without a cancellation charge

For packages organised by Bespoke Holidays, you may cancel before the package starts without a cancellation charge if unavoidable and extraordinary circumstances occur at your destination or its immediate vicinity and significantly affect the performance of your package or the carriage of passengers to that destination. These are circumstances beyond the control of the party relying on them, whose consequences could not have been avoided even if all reasonable measures had been taken.

We will consider the circumstances and their likely effect on your booked holiday. Foreign, Commonwealth & Development Office travel advice is relevant evidence, but an official warning against travel is not a condition of this right. Where this right applies, you are entitled to a full refund of payments made for the package, but not additional compensation for cancellation on this ground.

You may also cancel without a cancellation charge in the circumstances explained under Change in holiday arrangements by Bespoke Holidays, including qualifying significant changes before departure.

Refunds following cancellation before departure

For a package organised by us, we will refund payments made by you or on your behalf, less any appropriate and justifiable cancellation charge, without undue delay and no later than 14 days after the contract ends. If you have a right to cancel without a charge, the refund will be for all payments made for the package. We will not make your statutory refund depend on first receiving money back from our suppliers, and you do not have to accept a credit note or replacement holiday instead.

These statutory package rights do not automatically apply to a booking consisting only of a single travel service. For such bookings, the cancellation and refund terms explained before booking apply, subject to your legal rights. Where we act as an agent for another organiser, we will identify that organiser and its applicable terms before you book; your statutory package rights remain unaffected.

If your travel insurance covers the reason for cancellation, you may be able to claim cancellation charges from your insurer. Insurance is not a substitute for a refund that we are legally required to provide.

Change in holiday arrangements by Bespoke Holidays

The following provisions apply to packages organised by Bespoke Holidays and to changes or cancellations before the package starts. They do not limit your rights under the Package Travel and Linked Travel Arrangements Regulations 2018. If another provision of these terms conflicts with those rights, your statutory rights take precedence.

Minor changes

We may make insignificant changes to your package. We will explain them clearly by email or another durable medium you can retain before departure. Whether a change is insignificant depends on its effect on your particular holiday. A flight-time change of less than 12 hours or a replacement hotel of the same standard is not automatically a minor change.

Significant changes

If we are constrained to change significantly a main characteristic of your package or cannot fulfil a special requirement we have accepted as part of your contract, we will notify you without undue delay. Our notice will explain the proposed change, its effect on price, any substitute package we can offer and its price, a reasonable deadline for your decision, and the consequences of not responding.

You may accept the change or end the contract without paying a cancellation charge. You may choose a substitute package if we offer one, but you do not have to accept it. Where the changed or substitute package is of lower quality or cost, you are entitled to an appropriate price reduction. If you end the contract and do not accept a substitute package, we will refund all payments made for the package without undue delay and no later than 14 days after the contract ends.

If you do not respond by the deadline, we will send a second notice explaining the change, your options and the consequences of not responding. If you still do not respond within the reasonable period specified, we may end the contract and refund all payments made for the package without undue delay and no later than 14 days after termination.

If we cancel your package

We may cancel if unavoidable and extraordinary circumstances prevent us from performing the package, provided we notify you without undue delay before it starts. We may also cancel for insufficient participants only where a minimum number and the cancellation deadline were stated in your contract. We retain our commitment not to cancel for insufficient participants less than eight weeks before departure, or after an earlier deadline stated in your contract.

If we cancel on either of these grounds, we will refund all payments made for the package without undue delay and no later than 14 days after the contract ends. No additional cancellation compensation is payable on these grounds. We may offer an alternative holiday, but accepting it is your choice and is not a condition of receiving your refund.

We may also end the contract if you fail to pay an amount due under the agreed payment terms. We will notify you of termination and explain any cancellation charge, which must be appropriate and justifiable. We will refund any balance due to you without undue delay and within 14 days after termination.

Compensation and your other rights

Where compensation is payable because we make a significant change that you do not accept, or because we cancel your package in circumstances where compensation is due, we will make the following minimum payment to each affected person:

These payments are not a cap on your entitlement. You may be entitled to more under the Regulations, depending on the circumstances and any loss you can establish. Any payment will be taken into account to avoid compensating the same loss twice.

Whether additional compensation is payable depends on the circumstances and the Regulations. An event beyond our control does not by itself remove your refund rights. Nothing in this section limits your rights if services are not provided as agreed after your package has started.

Financial protection: Travel Trust Association

Bespoke Holidays Ltd is a member of the Travel Trust Association (TTA), membership number Q5362.

For non-flight packages and single travel services, customer payments are placed in a designated trust account. An independent trustee oversees the account, and withdrawals require authorisation from both the member and trustee. Funds can be released only in permitted circumstances.

If a member fails, these arrangements help fund the booked services or a refund where the trip cannot proceed. Non-flight package protection also provides for repatriation where applicable. Flight-inclusive packages are protected through ATOL, as explained below.

The TTA also provides additional protection where fraud or dishonesty by the member or trustee leaves suppliers unpaid, up to £11,000 per booking. This is a separate fraud guarantee, not a general cap on insolvency protection. Your guarantee certificate identifies who is covered and explains the applicable terms.

Keep your booking documents, certificates and payment records. If we cease trading, contact the TTA before arranging a replacement holiday. Read the TTA consumer protection information for further details.

ATOL protection

Bespoke Holidays Ltd holds ATOL number T7631. ATOL protection applies to ATOL-protected flights and flight-inclusive holidays, not to every travel service. We will explain the protection applicable to your booking before you book. Non-flight arrangements are covered by the applicable TTA arrangements described above, rather than ATOL.

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.

Please ask for your certificate when you pay and check that the protected services you booked are listed. Contact us promptly if the certificate is missing or appears incorrect. For more information, visit the CAA ATOL protection website.

Agreement about the form of ATOL protection

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).

Claims where the Air Travel Trust provides a benefit

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.

Our responsibility for your holiday

For packages organised by Bespoke Holidays Ltd, we are responsible for providing the services included in your contract, including those supplied by other companies.

If something is not provided as agreed, please tell us without undue delay so we can put it right. You may be entitled to an appropriate price reduction and/or compensation under the Package Travel and Linked Travel Arrangements Regulations 2018.

A price reduction is not due where we prove the problem is attributable to you. Compensation is not payable where we prove the failure is attributable to you, to an unconnected third party whose actions were unforeseeable or unavoidable, or to unavoidable and extraordinary circumstances. These exceptions do not automatically remove your rights to assistance or other remedies.

Where legally permitted, compensation is limited to three times the total package price. This limit does not apply to personal injury, damage caused intentionally or negligently, or liability that cannot lawfully be limited. Applicable international conventions may impose other limits as permitted by law.

Your statutory rights remain unaffected. Payments relating to the same loss will be taken into account to avoid double recovery.

Help during your holiday

If you experience a problem or need assistance, contact us using the details in your booking documents. In an immediate emergency, contact the local emergency services first.

We will provide appropriate assistance without undue delay, including relevant information about medical services, local authorities and consular help, and assistance with communications and finding alternative travel arrangements. We may charge reasonable actual costs for assistance only where the difficulty was caused intentionally by you or through your negligence.

If a service is not provided as agreed, we will take steps to remedy it as required by the Regulations. Depending on the circumstances, your rights may include reimbursement of necessary expenses, suitable alternatives without extra charge, a price reduction, compensation or ending the package without a termination fee. Where required, we will arrange your return without extra cost.

If unavoidable and extraordinary circumstances prevent your agreed return, we will cover necessary accommodation as required by the Regulations, normally for up to three nights per traveller. Different limits may apply under passenger-rights legislation. The three-night limit does not apply to travellers with reduced mobility and accompanying persons, pregnant travellers, unaccompanied minors or those needing specific medical assistance, where we were notified of their needs at least 48 hours before the package began. We cannot rely on these circumstances to limit accommodation obligations where the relevant transport provider cannot do so under applicable passenger-rights legislation.

Website accuracy

Every effort has been made to ensure that the facts on our website or in our brochure are correct at the time of publication. It is possible however that changes may occur. Where a material change is made, Bespoke Holidays will notify you as soon as possible. This website does not commit the airlines mentioned within it or any airline whose services are used on the tour.

Tailor-made quotations

We do not display holiday prices on our website because each holiday is quoted individually. The cost depends on your travel dates, flights, accommodation, room choices, number of travellers and any tours or other arrangements you select.

The itineraries shown are suggestions to help you plan. We will prepare a personalised quotation explaining the price, what is included and any exclusions or additional charges. Availability and prices may change before your booking is confirmed; we will tell you about any changes and agree the price with you before confirming your booking.

Once we have accepted your booking and issued our confirmation invoice, the confirmed package price is protected by the fixed-price commitment in the Price Policy above. Additional costs may apply only where you request a change or where a charge was clearly identified before booking as being payable locally.

Complaints and resolving problems

If you have a problem during your holiday

Please contact your local ground agent first, using the contact details provided in your travel documents, so they can try to resolve the issue promptly.

If the issue remains unresolved, or you cannot reach the local agent, contact Bespoke Holidays on 01625 568800 or email sales@bespokeholidays.com without undue delay. You may also contact us directly where necessary.

For urgent assistance outside normal working hours, call Bespoke Holidays on 07849 040400. In an immediate emergency, contact the local emergency services first.

After your holiday

If your complaint remains unresolved, please email sales@bespokeholidays.com, including your booking reference, details of the issue and any relevant supporting information.

We ask that you contact us within 21 days of your return so we can investigate promptly. This requested timeframe does not remove your statutory rights.

TTA assistance and arbitration

If we cannot resolve your complaint, the Travel Trust Association can act as an independent intermediary. You can email customerservices@thetravelnetworkgroup.co.uk or write to Travel Trust Association, St Andrews House, West Street, Woking, Surrey, GU21 6EB. Include copies of relevant booking documents and previous correspondence.

If the response remains unsatisfactory, the TTA may offer an arbitration service. Any arbitration is subject to the TTA's current eligibility rules, procedure, time limits and any applicable fees. Using the TTA process does not remove your statutory rights.

Law and jurisdiction

These booking conditions and your contract are governed by English law. You and we agree that the courts of England and Wales will have jurisdiction over any dispute or claim connected with your booking.

If you live in Scotland or Northern Ireland, you may bring proceedings in the courts of your home country. You may also choose for the law of Scotland or Northern Ireland, as applicable, to govern your contract. Nothing in these booking conditions deprives you of any mandatory consumer protection that applies to you and cannot lawfully be excluded.

Data Protection Statement

Bespoke Holidays Ltd is the data controller for the personal information we use to handle enquiries, arrange and manage holidays, and operate our business. We process this information in accordance with applicable UK data protection law, including the UK GDPR and the Data Protection Act 2018.

We share relevant information with travel suppliers, service providers and other recipients where necessary for these purposes or where required or permitted by law. Arranging your holiday may involve sending information outside the UK, using safeguards or other lawful arrangements where required.

Where we need health, dietary or accessibility information classed as special category data, we normally obtain your separate, explicit consent. Accepting these booking conditions does not itself provide that consent or sign you up for marketing. Where we rely on consent, you may withdraw it, although this may affect our ability to provide particular services.

If you provide information about other travellers, please ensure you have their authority and make them aware of our Privacy Policy.

Our Privacy Policy explains the information we collect, our lawful reasons for using it, sharing and overseas transfers, retention periods and your rights. For privacy questions or to exercise your rights, email sales@bespokeholidays.com.

Passport & Visa Requirements

You must hold the travel documents required for your nationality, destination, transit countries and return journey, including any visas or electronic travel authorisations. Requirements differ for children, dual nationals and residents travelling on another country's passport. Please tell us about your circumstances and allow sufficient time for applications.

For packages we organise, we will provide general information about passport and visa requirements, approximate visa application times and health formalities before booking. Please check the current requirements again before travel using FCDO travel advice, the relevant embassies and TravelHealthPro. Border authorities decide whether entry is permitted. Nothing in this section limits our legal duties or your statutory rights.

European holidays and passport validity

For ordinary short tourist visits on a full British citizen passport to the Schengen area, your passport must have been issued less than ten years before your arrival and expire at least three months after your planned departure from the Schengen area. Check both dates. Visa-free visits are normally limited to 90 days in any rolling 180-day period across the Schengen area as a whole, including earlier visits, not 90 days in each country.

These rules do not apply uniformly across Europe. Ireland and other destinations outside the Schengen area have different arrangements. Other nationalities and people with residence rights may have different requirements. Check the rules for every country on your itinerary.

Entry/Exit System (EES)

EES is operating at participating European borders and digitally records the entry and exit of eligible non-EU visitors, including most British tourists. You may need a photograph and fingerprints; children under 12 are exempt from fingerprint collection. EES registration is free and does not require an advance application. Allow extra time for entry and departure checks. Some travellers are exempt: see official EES guidance.

ETIAS travel authorisation

As checked on 4 September 2026, ETIAS is not yet operating and is scheduled to start in the last quarter of 2026. Once applicable, eligible visa-exempt visitors, including most British tourists, will need this separate authorisation for participating European countries, subject to exemptions and transitional arrangements. It is not a visa or a guarantee of entry. Check the official EU ETIAS website for the launch date and application requirements relevant to your travel dates. Do not pay for an application before the official service opens.

Returning to the United Kingdom

British and Irish citizens do not need a UK Electronic Travel Authorisation (ETA). Other travellers may need an ETA, visa or evidence of existing UK immigration permission, depending on their circumstances. Check UK ETA guidance. If you hold an eVisa, ensure your current travel document is linked to your UKVI account before travelling: see travelling with an eVisa. British dual nationals should check the official dual-national travel guidance and carry appropriate proof of their right to enter the UK.