Booking Terms and Conditions

Hollyhock Travel Services Ltd., a limited company incorporated in England and Wales - company registration number 09607905, trading under the brand names; HTS Travel, ExcluTrips and Reborn in Africa whose registered address is at 165-169 Great Portland Street, 5th Floor, London, W1W 5PF, United Kingdom. We are specialist travel organisers and our business operates out of the United Kingdom (UK). Our services are as advertised.
These Terms & Conditions (“Terms”) set out the basis on which HTS Travel (“HTS”, “we”, “us”, “our”) accepts bookings and provides travel arrangements and related services. By making a booking with us, you (“the Client”, “you”, “your”) acknowledge that you have read, understood, and agree to be bound by these Terms on behalf of yourself and all travellers included in your booking.

Part 1: Introduction and General Booking Conditions

 1. Definitions

For the purposes of these Terms:
1.1 FIT (Fully Independent Traveller / Individual Booking) – A booking for up to four (4) travellers where arrangements are customised, tailor-made, or otherwise organised for individuals rather than as part of a group.
1.2 Group Booking – A booking for five (5) or more travellers or any package/tour offered at a group price, which is calculated on the basis of a minimum number of participants.
1.3 Lead Traveller – The individual making the booking, who accepts responsibility for all participants in the booking, including for communications, payments, and compliance with these Terms.
1.4 Package – A pre-arranged combination of accommodation, transfers, tours, or other services offered at a single inclusive price, whether or not flights are included.
1.5 Supplier – Any third-party provider of travel services (e.g., hotels, transport companies, local tour operators) with whom HTS contracts on your behalf.
1.6 Unavoidable and Extraordinary Circumstances – Events beyond our control, including but not limited to war, threat of war, civil unrest, terrorism, natural or nuclear disaster, fire, epidemics, pandemics, adverse weather, strikes, closure of airports or borders, government restrictions, and the insolvency of suppliers.

2. Contract Formation

2.1 A binding contract is formed between you and HTS when we issue a booking confirmation following receipt of the applicable deposit.
2.2 The Lead Traveller is deemed to have accepted these Terms on behalf of all persons included in the booking.
2.3 No verbal or written communication from HTS or its representatives shall constitute a legally binding agreement unless confirmed in writing by us in a formal booking confirmation.

3. Scope of Services

3.1 HTS Travel acts as a principal tour operator in respect of tailor-made itineraries and packages that we design and sell directly.
3.2 For certain services, HTS acts solely as an agent for the Supplier (e.g., excursions, events, or additional arrangements booked locally). In such cases, your contract is directly with the Supplier and subject to their own terms and conditions.
3.3 We are not liable for the acts or omissions of Suppliers, except to the extent required by law.

4. Prices and Accuracy of Information

4.1 Our prices are quoted in GBP (£) or USD ($) unless otherwise specified. Prices are correct at the time of publication and may be subject to change before booking confirmation.
4.2 We take all reasonable care to ensure accuracy in our brochures, website, and proposals. However, changes and errors may occur, and we reserve the right to correct prices and details at any time prior to confirmation.
4.3 Obvious errors and misprints (including pricing mistakes) are not binding and may be corrected even after a booking has been confirmed.

5. Deposits and Payment

5.1 Deposit

  • FIT bookings - A non-refundable deposit of 25% of the total cost is required at the time of booking.
  • Group bookings - A non-refundable deposit of 30% of the total cost is required at the time of booking.
  • Certain Suppliers may require higher deposits or full prepayment; these will be advised at the time of booking and apply in addition to HTS Travel’s deposit.

5.2 Balance Payment

  •  FIT bookings - The balance must be received no later than 8 weeks before departure.
  • Group bookings - The balance must be received no later than 12 weeks before departure.
  • For bookings made within the balance due period, full payment is required immediately.

5.3 Failure to Pay


If full payment is not received by the due date, HTS reserves the right to treat the booking as cancelled by you, with cancellation charges applied in accordance with Clause 10.

6. Surcharges and Price Adjustments

6.1 We may increase prices after booking to allow for variations in:
  •  transportation costs (including fuel surcharges),
  • dues, taxes, or fees chargeable by third parties, and
  • exchange rates.
6.2 Any increase up to 2% of your holiday cost will be absorbed by us. Increases exceeding 8% entitle you to:
  •  accept the change,
  • transfer to an alternative holiday of comparable standard, or
  • cancel with a full refund of monies paid, less non-recoverable costs.
6.3 No surcharges will be applied within 20 days of departure.
6.4 In the case of Group Bookings, should participant numbers fall below the agreed minimum, we reserve the right to adjust the per-person cost accordingly.

7. Financial Protection

7.1 General Assurance

HTS Travel takes the financial security of its clients very seriously. We ensure that monies paid to us are managed responsibly and, where applicable, your travel arrangements benefit from the financial protection schemes operated by our trusted partners.

7.2 ATOL Protection (Flights Only)

HTS Travel is not an ATOL licence holder. However, when your travel arrangements include flights booked through one of our ATOL-licensed partners, your booking will be protected by that partner’s ATOL licence. In such cases, you will receive an ATOL Certificate directly from the licensed provider, confirming the details of your protection.

7.3 ABTA and Other Protection Schemes

Similarly, where elements of your booking are arranged through ABTA-registered suppliers or equivalent recognised schemes, those arrangements will benefit from the protections provided under that supplier’s membership. Full details of such protections will be confirmed in your booking documentation.

7.4 HTS-Arranged Services (Non-Flight, Non-Scheme Arrangements)

For bespoke arrangements that do not fall under ATOL, ABTA, or equivalent schemes (e.g. accommodation-only bookings, ground services, or activities), HTS Travel acts as your contracted supplier. In these cases, no statutory financial protection applies. Clients are strongly advised to ensure they hold adequate travel insurance that provides cover for supplier failure and other unforeseen circumstances.

7.5 Transparency

Your booking confirmation will clearly state:
  • Whether financial protection applies;
  • The nature of that protection (e.g. ATOL, ABTA, or other scheme); and
  • The supplier providing the protection.

7.6 Client Responsibility

It remains the client’s responsibility to take out comprehensive travel insurance. HTS Travel cannot accept liability for losses arising from supplier insolvency or failure where no statutory protection applies.

End of Part 1

Part 2: Amendments, Cancellations and Withdrawals

8. Amendments by You

8.1 If you wish to make changes to your confirmed booking, you must notify us in writing as soon as possible.
8.2 While we will do our best to assist, we cannot guarantee that amendments can be made. Any changes will be subject to availability and the terms of our Suppliers.
8.3 Administration Fees
  • FIT bookings: A fee of £50 per amendment, plus any Supplier charges.
  • Group bookings: A fee of £75 per amendment per participant, plus any Supplier charges.
8.4 Significant changes (e.g., change of destination, change of dates, or downgrading arrangements) will be treated as a cancellation and rebooking (see Clause 10).

9. Transfers and Replacements

9.1 FIT bookings: You may transfer your booking to another person provided:
  • You give us at least 10 days written notice;
  • The new traveller meets all requirements of the booking (passport, visas, insurance, etc.); and
  • All costs and Supplier charges are paid in full by you or the replacement traveller.
9.2 Group bookings: Replacement travellers may be permitted at our discretion. Approval depends on Supplier conditions, rooming arrangements, and operational feasibility. All costs, including any reconfiguration of accommodation or transport, must be borne by you or the replacement.
9.3 HTS reserves the right to refuse replacement requests if they would materially affect the operation of the booking or if Suppliers do not allow name changes.

10. Cancellations by You

10.1 General Conditions

10.1.1 All cancellations must be notified in writing by the Lead Traveller. The date of cancellation is the date on which HTS receives the written notice.
10.1.2 Cancellation charges are calculated to cover the irrecoverable costs incurred by HTS and its Suppliers.
10.1.3 Travel insurance covering cancellation is strongly recommended to mitigate potential losses.

10.2 FIT Bookings – Cancellation Charges

The following charges apply, calculated as a percentage of the total booking cost:
Notice period before departure                    Cancellation charge
60+ days                                                           Deposit only
59–43 days                                                      40% of total cost
42–29 days                                                      60% of total cost
28–7 days                                                        90% of total cost
6 days or less / no-show                                 100% of total cost

10.3 Group Bookings – Full Cancellation

Where the entire group cancels, the following charges apply:
Notice period before departure                    Cancellation charge
120+ days                                                          Deposit or actual non-recoverable costs, whichever is greater
119–90 days                                                      50% of total cost
89–61 days                                                        75% of total cost
60 days or less                                                  100% of total cost

10.4 Group Bookings – Partial Cancellation / Withdrawal of Participants

10.4.1 Group pricing is based on a fixed number of participants. If one or more participants withdraw:
  • The withdrawing participant(s) will be liable for cancellation charges as follows:

Notice period before departure                      Cancellation charge
120+ days                                                           Deposit or actual non-recoverable costs, whichever is greater
119–90 days                                                        50% of total cost
89–61 days                                                          75% of total cost
60 days or less                                                    100% of total cost
10.4.2 In addition, the remaining group members may be required to pay an adjusted per-person price if the group falls below the minimum number required.
10.4.3 Replacement participants may be accepted at our discretion (see Clause 9). If a replacement is arranged, we may reduce or waive some of the above charges.
10.4.4 HTS is under no obligation to refund or compensate participants who withdraw from a Group Booking, except where a replacement is confirmed.

11. Curtailment (Early Departure)

11.1 If you choose to leave your holiday after it has commenced, no refunds will be made for unused services, accommodation, or activities.
11.2 Any additional costs incurred as a result of early departure (e.g., transport, alternative accommodation) must be paid by you directly.

12. Amendments or Cancellations by Us

12.1 HTS reserves the right to amend or cancel bookings in the following circumstances:
  • Non-payment by the client;
  • Insufficient numbers in a group (see 12.4);
  • Unavoidable and extraordinary circumstances (see Clause 19).
12.2 Minor Changes: We may make minor changes to itineraries (e.g., change of hotel to one of equivalent or higher standard) without liability.
12.3 Significant Changes: If we are forced to make a significant change (e.g., change of destination, significant change in standard of accommodation), we will notify you as soon as possible and offer the following options:
  • Accept the change;
  • Transfer to another holiday of comparable or higher value (with cost adjustments if applicable); or
  • Cancel and receive a full refund of monies paid (less non-recoverable Supplier costs).
12.4 Group Minimum Numbers: If a Group Booking does not reach the required minimum participants, we may cancel the trip. You will be notified no later than 60 days before departure and offered either:
  • A full refund of monies paid, or
  • The option to continue with the trip at an adjusted per-person cost.
12.5 Compensation (FIT and Group Bookings): Unless cancellation is due to extraordinary circumstances, compensation will be payable as follows:
Notice period before departure                 Compensation
59–43 days                                                    £10
42–29 days                                                    £25
28–15 days                                                     £45
14–8 days                                                       £60
7 days or less                                                  £75

End of Part 2

Part 3: Responsibilities, Liability and Force Majeure

13. Your Responsibilities

13.1 Documentation and Travel Requirements


13.1.1 You are responsible for ensuring that all travellers hold valid passports, visas, permits, vaccinations, health certificates, and other documents required for the holiday.

13.1.2 HTS is not liable for any refusal of entry, fines, or additional costs incurred due to your failure to obtain required documentation.

13.1.3 We recommend that passports be valid for at least 6 months after your return date.

13.2 Insurance


13.2.1 Comprehensive travel insurance is mandatory for all bookings. Insurance must cover (at a minimum) cancellation, curtailment, medical expenses, hospitalisation, and repatriation.

13.2.2 You must provide HTS with details of your policy upon request.

13.2.3 HTS accepts no liability for losses that would have been covered by adequate insurance.

13.3 Health and Fitness


13.3.1 It is your responsibility to ensure that you are medically fit to travel and to participate in all planned activities.

13.3.2 You must disclose any medical conditions, dietary requirements, or disabilities that may affect your holiday at the time of booking.

13.3.3 While we will make reasonable efforts to accommodate special requirements, we cannot guarantee that Suppliers will meet them.

13.4 Behaviour


13.4.1 You must conduct yourself in a manner that is considerate of other travellers, our staff, and Suppliers.
13.4.2 We reserve the right to refuse carriage or to terminate your holiday without refund if your behaviour is disruptive, abusive, or causes danger, distress, or damage to property.

13.4.3 You will be liable for any damage or costs caused by your behaviour, payable directly to the Supplier or HTS.

13.5 Compliance with Local Laws


You must comply with the laws and regulations of the countries you visit. HTS accepts no liability for fines, penalties, detention, or other consequences of your failure to do so.

14. Our Responsibilities

14.1 We accept responsibility for ensuring that the travel arrangements you book with us are supplied as described and to a reasonable standard.
14.2 Where we act as principal, we are responsible for the proper performance of all travel services included in your booking.
14.3 Where we act as agent for a Supplier, our responsibility is limited to making the booking with that Supplier. Your contract is directly with the Supplier, and their terms and conditions will apply.
14.4 We are not responsible for services or facilities that do not form part of your confirmed booking (e.g., excursions or activities you book locally).

15. Limitations of Liability

15.1 Our liability (including that of our employees, agents, and Suppliers) is limited to what is required by English law.
15.2 Except in cases of death, injury, or illness caused by our negligence, our liability for non-personal injury claims is limited to three times the total holiday cost per person.
15.3 We are not liable for any:
  • losses not caused by our breach of contract or negligence,
  • losses not reasonably foreseeable at the time of booking,
  • business losses (including loss of profit, goodwill, or opportunity),
  • losses arising from the acts or omissions of other travellers, or
  • losses caused by unavoidable and extraordinary circumstances (see Clause 19).
15.4 Where international conventions apply (e.g., relating to air, sea, or rail travel), our liability is limited in accordance with those conventions.

16. Suppliers’ Terms and Conditions

16.1 Many of the services included in your booking are provided by independent Suppliers. These Suppliers provide their services in accordance with their own terms and conditions.
16.2 Some of those terms and conditions may limit or exclude the Supplier’s liability to you. Copies are available on request.
16.3 By booking with HTS, you agree to be bound by the applicable Supplier terms.

17. Optional Excursions and Activities

17.1 Excursions, tours, activities, or services not included in your booking price (whether booked through HTS, our local representative, or directly with a Supplier) are not part of your holiday package.
17.2 Your contract will be directly with the Supplier, and HTS accepts no liability for the provision of such services.

18. Complaints and Dispute Resolution

18.1 If you experience any problems during your holiday, you must immediately inform our local representative, Supplier, or HTS so that steps can be taken to resolve the issue.
18.2 If the matter is not resolved locally, you must submit a written complaint to HTS within 28 days of your return.
18.3 We will respond to complaints in writing within a reasonable period.
18.4 Disputes not resolved through our complaints procedure may be referred to alternative dispute resolution or the courts of England and Wales.

19. Force Majeure / Unavoidable and Extraordinary Circumstances

19.1 HTS shall not be liable or required to provide compensation where your holiday is affected by events beyond our control. These include (but are not limited to):
  • war, threat of war, civil unrest, or terrorism,
  • strikes, industrial disputes, or lockouts,
  • natural disasters such as floods, earthquakes, or hurricanes,
  • fire, explosion, or power failure,
  • epidemics, pandemics, or public health emergencies,
  • government actions, restrictions, or border closures,
  • Supplier insolvency, or
  •  any other extraordinary and unavoidable circumstance.
19.2 In such cases, we will use reasonable efforts to provide alternative arrangements or refunds where possible, but we are under no obligation to compensate for costs, losses, or damages resulting from such events.

End of Part 3

Part 4: Additional Clauses and General Provisions

20. Special Requests

20.1 Any special requests (e.g., room location, bedding type, dietary needs) must be made in writing at the time of booking.
20.2 While HTS will pass these requests to the relevant Suppliers, we cannot guarantee that they will be fulfilled. Failure to meet a special request shall not constitute a breach of contract.

21. Disabilities and Medical Conditions

21.1 HTS is committed to making travel accessible. If you or any member of your party has a disability or medical condition which may affect your holiday, you must provide full details at the time of booking.
21.2 We will advise whether the chosen arrangements are suitable and may require written confirmation of fitness to travel.
21.3 If reasonable adjustments cannot be made, we reserve the right to decline or cancel the booking without liability.

22. Data Protection and Privacy

22.1 HTS will process personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
22.2 Information may be shared with Suppliers, insurers, and other third parties as required for the provision of your holiday.
22.3 We may also use personal data to send promotional communications, subject to your marketing preferences.
22.4 For full details, please see our Privacy Policy.

23. Financial Protection

23.1 HTS complies with all applicable UK financial protection regulations, ensuring that your money is safeguarded.
23.2 Where your arrangements do not include flights, financial protection may be provided through a bond, insurance scheme, or trust account in compliance with industry standards.
23.3 Full details of the protection applicable to your booking will be confirmed at the time of booking.
24. Assignment and Transfer of Rights

24.1 You may not transfer or assign your booking contract or rights under these Terms without our prior written consent.

24.2 We may transfer or assign our rights and obligations under these Terms to another company or body, provided your rights are not materially affected.

25. Severability

25.1 If any provision of these Terms is held invalid, illegal, or unenforceable, the remaining provisions shall remain in full force and effect.
25.2 The invalid or unenforceable provision shall be replaced by a valid provision that most closely reflects the original intent.

26. Waiver

26.1 No failure or delay by HTS to exercise any right or remedy under these Terms shall constitute a waiver of that right or remedy.
26.2 Any waiver must be in writing to be valid.

27. Entire Agreement

27.1 These Terms, together with your booking confirmation, invoice, and any agreed written variations, constitute the entire agreement between you and HTS Travel.
27.2 You acknowledge that you have not relied on any statements, promises, or representations not expressly set out in this agreement.

28. Governing Law and Jurisdiction

28.1 These Terms are governed by and construed in accordance with the laws of England and Wales.
28.2 You and HTS Travel agree that the courts of England and Wales shall have exclusive jurisdiction over any disputes arising out of or in connection with these Terms or your holiday arrangements.