Standard booking conditions

These Booking Conditions apply to every travel arrangement booked with WheatleyWorldwide Ltd. Please read them carefully before you book. They set out the rights and obligations between you and us, and they tell you which protections apply to your booking.

How these conditions work

We sell travel in two ways, and the rules differ depending on which applies to your booking.

• Part A applies to every booking.
• Part B applies when we act as a travel agent, arranging your booking with a supplier such as Jet2holidays, easyJet holidays, TUI, an airline or a hotel. Your contract is with that supplier.
• Part C applies when we are the organiser of your package holiday. Your contract is with us and the Package Travel and Linked Travel Arrangements Regulations 2018 apply.

Your booking confirmation states which of Part B or Part C applies. If you are not sure, ask us before you pay.

References to "we", "us" and "our" mean WheatleyWorldwide Ltd. References to "you" and "your" mean every person named on the booking, including anyone added or substituted later. The lead passenger accepts these conditions on behalf of everyone travelling and confirms they have the authority to do so.

Part A: Conditions that apply to every booking

1. Who we are

WheatleyWorldwide Ltd is a travel agency registered in England and Wales (company number 16634995). We are a member of the Travel Trust Association (TTA member X6411) and we hold Air Travel Organiser's Licence 12956 issued by the Civil Aviation Authority.

Depending on what you book, we act either as agent for a supplier (Part B) or as the organiser of your package (Part C). We will tell you which before you pay, and your confirmation will repeat it.

2. Financial protection

Trust account. Every payment you make to us is paid into the TTA trust account, which is independently administered. Money is only released from the trust to pay suppliers, or to you as a refund. This applies to every booking.

ATOL. Many of the flights and flight-inclusive holidays we sell are financially protected by the ATOL scheme. ATOL protection does not apply to all holiday and travel services. Please ask us to confirm what protection applies to your booking. 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.

Where the ATOL Certificate names WheatleyWorldwide Ltd as the ATOL holder, the protection is provided under ATOL 12956. Where it names another ATOL holder, such as Jet2holidays Ltd, the protection is provided by that company and the money you pay us for those arrangements is held on their behalf from the moment we receive it.

What is not ATOL protected. A flight sold on its own as agent for an airline, where the airline issues your ticket straight away, is not ATOL protected. Accommodation, transfers, car hire, excursions and insurance bought without a flight are not ATOL protected. These arrangements are still covered by the TTA trust account while your money is with us.

3. Making your booking

A booking is made, and a contract formed, when we receive your deposit or full payment and issue a written confirmation. Until then no arrangements are held and prices may change.

The lead passenger must be at least 18 years old. By booking, the lead passenger confirms that everyone in the party has read and accepted these conditions and any supplier conditions we have told you about.

The lead passenger is responsible for paying everything due on the booking, for passing our information to the rest of the party, and for making sure every name, date of birth and passport detail we hold is accurate. Names must match passports exactly. We are not responsible for the consequences of information you give us being wrong, and the cost of correcting it is yours.

Please check your confirmation and every document we send you as soon as you receive them and tell us at once if anything is wrong. It may not be possible to correct an error later, and charges may apply.

4. Prices and payment

The price we quote is valid on the day we give it and is subject to availability. It is not guaranteed until your deposit has been received and we have confirmed the booking in writing.

Your confirmation shows the deposit paid, the balance due and the date it is due. If we do not receive the balance by that date we may treat your booking as cancelled by you and the cancellation charges in Part B or Part C will apply. Some arrangements, including most scheduled airline tickets and promotional hotel rates, must be paid in full at the time of booking and are non-refundable from that point. We will tell you before you commit.

All payments are made to the WheatleyWorldwide Ltd trust account. We will never ask you to pay to a personal account or to a supplier directly unless the confirmation says so in writing.

We may correct an obvious pricing error at any time before your booking is confirmed. If we discover an error after confirmation we will tell you as soon as we reasonably can, and you may either pay the correct price or cancel for a full refund of what you have paid us.

5. Travel insurance

It is a condition of booking with us that everyone travelling holds travel insurance that is adequate for the trip. Your policy should cover cancellation, medical expenses and repatriation, personal belongings, travel disruption, and any activity you intend to take part in. For a cruise, check that the policy covers cruising specifically.

Financial protection under ATOL and the TTA trust is not insurance. It protects your money if a travel company fails. It does not cover you if you have to cancel, fall ill, or are delayed. If you choose to travel without insurance, you do so at your own risk and we will not be responsible for any loss that insurance would have covered. Where you buy insurance through us, your contract is with the insurer.

6. Passports, visas and health

It is your responsibility to make sure everyone travelling holds a valid passport and any visa, electronic travel authorisation, vaccination or health certificate required by the countries you visit or pass through, and by the airline. Requirements change and vary by nationality. We will give you general guidance in good faith, but you must check the current rules yourself with the Foreign, Commonwealth and Development Office (www.gov.uk/foreign-travel-advice) and the embassy of each country before you travel.

If you are refused boarding or entry, or cannot travel because your documents do not meet the requirements, we are not responsible and you will not be entitled to a refund.

7. Special requests, medical conditions and reduced mobility

Tell us about any special request when you book. We will pass it to the supplier, but unless we confirm it in writing it is not guaranteed and is not a term of your contract.

You must tell us before booking about any medical condition, disability or reduced mobility that could affect your trip, so that we can check the arrangements are suitable. If a supplier reasonably concludes that it cannot safely meet your needs, it may decline or cancel the booking, and if you did not tell us about a condition that you knew about, cancellation charges will apply.

8. Your behaviour

Everyone travelling must behave in a way that does not endanger, upset or disrupt other travellers, supplier staff or property. If in our reasonable opinion or that of a supplier, airline captain or hotel manager your behaviour is abusive, dangerous, disruptive or unlawful, your arrangements may be ended immediately. No refund will be due, we will have no further responsibility to you, and you will be responsible for any cost, damage or claim arising from your behaviour.

9. Flights

Flight times shown when you book are provisional and may change. Airlines may change aircraft, operating carrier, routing and departure or arrival airport. We will pass on changes as soon as the airline tells us. You must check your flight times on your travel documents and again with the airline in the 24 hours before each flight.

Your flight is subject to the airline's conditions of carriage. Where a flight is delayed, cancelled or overbooked, your rights to compensation, care and assistance are against the airline under UK Regulation 261 (or its EU equivalent), not against us. The airline is responsible for your baggage under the Montreal Convention.

Online check-in, seat selection, baggage allowances and airport assistance are the airline's responsibility and subject to the airline's rules and charges.

10. Accuracy of information

Descriptions, photographs, ratings, maps and facility lists are supplied in good faith from suppliers and our own research at the time we prepare them. Hotels and resorts change, and facilities may be withdrawn for maintenance, weather or season. We are not responsible for changes we did not know about and could not reasonably have known about. Where we know of a change that significantly affects your stay we will tell you.

11. If you have a complaint

If something goes wrong while you are away, tell the supplier, the hotel reception or the representative straight away, and tell us too, so that it can be put right on the spot. If it cannot be resolved, write to us within 28 days of your return at discover@wheatleyworldwide.co.uk with your booking reference and any supporting evidence. If you do not tell us about a problem while you are away, we and the supplier lose the chance to fix it, and that may affect what you are entitled to.

Where we act as agent, we will pass your complaint to the supplier and help you pursue it under the supplier's own procedure, for example the ABTA scheme used by Jet2holidays, easyJet holidays and TUI. Where we are the organiser and we cannot resolve your complaint, we will tell you whether we are prepared to use an alternative dispute resolution provider and, if so, which one. Using ADR does not affect your right to go to court.

12. Fraud, security and card disputes

We may ask for identification and carry out security checks before accepting a booking or a payment, and we may cancel a booking where we reasonably suspect fraud.

If you are unhappy with a payment, please contact us first so that we can look into it. Your legal rights against your card issuer are not affected. Where a card dispute is raised that is fraudulent or made in bad faith, we reserve the right to recover from you the amount reclaimed and the reasonable costs we incur as a result.

13. Your personal data

We process your personal data under UK GDPR and the Data Protection Act 2018 in order to make and manage your booking, take payment, keep you informed, meet our legal and regulatory obligations and prevent fraud. We share only what is needed with the suppliers, airlines, ATOL holders, the Travel Trust Association and its trustees, payment providers, insurers and border authorities involved in your trip. Some of these are outside the UK. Our full Privacy Notice explains what we hold, why, for how long and your rights, including the right to complain to the Information Commissioner's Office. It is available from us on request and at www.wheatleyworldwide.co.uk.

14. Law and jurisdiction

These conditions and any dispute arising from them are governed by the law of England and Wales, and the courts of England and Wales will deal with any dispute. If you live in Scotland or Northern Ireland you may choose to bring a claim in the courts of your home country instead.

15. General

If any part of these conditions is found to be unenforceable, the rest continues to apply. If we do not enforce a term on one occasion that does not mean we have given it up. We may update these conditions from time to time; the version current on the day you book is the one that applies to your booking.

Part B: When we act as your travel agent

B1. Your contract

When we act as agent, we arrange your booking with the supplier named on your confirmation. That may be a tour operator and ATOL holder such as Jet2holidays Ltd, an airline, a hotel, a bed bank, a cruise line, a transfer company or a car hire company. Your contract for the travel arrangements is with that supplier, not with us, and the supplier's booking conditions apply alongside Part A of these conditions. We will tell you who the supplier is and give you or point you to their conditions before you book. Please read them, because they govern deposits, balance dates, changes, cancellation charges and what happens if the supplier changes your arrangements.

We accept responsibility for arranging your booking with reasonable skill and care. We are not responsible for the travel arrangements themselves, for any act or omission of the supplier, or for any information the supplier gives us that turns out to be wrong, unless we passed it on negligently.

B2. Jet2holidays, easyJet holidays and TUI bookings

Most of our agent bookings are package holidays from one of three tour operators. For each of them we act as agent only; your package contract is with the operator, their booking conditions apply in full, and they set the deposit, the balance date, the amendment fees, the cancellation scale and the rules on changes to your holiday, as published by them on the day you book. We will send you their conditions with your confirmation.

• Jet2holidays Ltd (ATOL 9618, ABTA Y1256). Jet2.com is a ticketless airline: the flight details on your Jet2holidays documents are your ticket, and you must check your flight times on the Jet2 website between 72 and 24 hours before departure.
• easyJet holidays Ltd (ATOL 11694). Flights are operated by easyJet Airline Company Ltd under its conditions of carriage. Check-in, seats and baggage are managed through the easyJet holidays booking.
• TUI UK Ltd (ATOL 2524, ABTA V5126), trading as TUI, Marella Cruises and Crystal Ski. Flights may be operated by TUI Airways or by another carrier named on your documents.

Each of these operators requires everyone travelling to hold adequate travel insurance. Excursions booked in resort, and car hire added to your holiday, are separate contracts with the companies providing them and are not part of the operator's package.

Complaints about one of these holidays should be raised with the operator's representative or the hotel while you are away, and then with us within 28 days of your return. We will take the matter up with the operator on your behalf under their complaints procedure, which for each of them includes the ABTA scheme.

Other operators. From time to time we book with another tour operator or specialist, for example for a cruise, a golf trip or a US tour, where that is the best way to deliver what you want. The same rules apply: we act as agent, your contract is with the operator named on your confirmation, and their conditions govern the booking.

B3. Paying the supplier

Money you pay us for a supplier booking is held in the TTA trust account and passed to the supplier when it is due. Where the supplier is an ATOL holder, your payment for ATOL protected arrangements is held by us on their behalf and is covered by their ATOL from the moment we receive it.

B4. Changes and cancellation by you

All requests must come from the lead passenger in writing. Changes depend on the supplier agreeing and on availability. The supplier's amendment fee or cancellation charge applies, together with any increase in fare or rate, and in addition we may charge an administration fee of up to £25 per person for an amendment and up to £50 per booking for a cancellation, to cover the work involved. We will tell you the fee before we make the change, and we do not charge it for minor corrections. Many airline tickets and special rates are non-changeable and non-refundable from the moment they are confirmed. Cancellation takes effect on the day we receive your written notice.

Refunds due from a supplier are paid to you through the trust account once the supplier has released them to us. We cannot refund money that the supplier has not returned.

B5. Changes and cancellation by the supplier

The supplier may change or cancel your arrangements under its own conditions. If it does, we will tell you as soon as we are told and explain the options the supplier offers. Any compensation or refund is the supplier's responsibility under its conditions and, where the booking is a package, under the Package Travel and Linked Travel Arrangements Regulations 2018. We will help you pursue it.

B6. Your rights under the Package Travel Regulations

Where the supplier is the organiser of a package, you have the rights the Regulations give you against that organiser, including financial protection if it becomes insolvent. The organiser's conditions and its ATOL Certificate set out those rights. We will give you the key rights information the Regulations require before you book.

Part C: When we are the organiser of your package

C1. Your contract

When your confirmation states that WheatleyWorldwide Ltd is the organiser, we have combined two or more travel services (for example flights, hotels, transfers, a cruise or tours) into a package holiday. Your contract is with us, and the Package Travel and Linked Travel Arrangements Regulations 2018 apply. Before you book we will give you the key rights information those Regulations require. Where the package includes a flight, it is protected under our ATOL 12956 and you will receive an ATOL Certificate when you pay. Where it does not include a flight, your money is protected by the TTA trust account.

C2. Deposit and balance

A deposit is payable when you book, at the amount shown on your proposal and confirmation. Where a supplier, most often an airline, requires full payment at the time of booking, that amount is payable with the deposit and is non-refundable from that point; we will always tell you this before you commit. The balance is due on the date shown on your confirmation. If it is not paid by then we may cancel your booking and the charges in clause C5 apply.

C3. The price after you have booked

Once we have confirmed your booking we will not change the price except in the following circumstances. We may increase or reduce the price to reflect changes in the cost of fuel or other power sources for transport, in taxes or fees imposed by third parties not directly involved in performing the package (such as airport, port or tourist taxes), or in the exchange rates relevant to the package. We will absorb the first 2 per cent of any increase. We will not increase the price in the 20 days before departure. If an increase would exceed 8 per cent of the total price you may, within 14 days of our telling you, accept the change, accept an alternative package of equivalent or higher standard if we can offer one (paying any difference), accept a lower standard package with a refund of the difference, or cancel for a full refund of everything you have paid us. If costs fall for any of these reasons we will pass the reduction on to you, less our administrative expenses.

C4. Changes by you and transferring your booking

If you want to change your booking after confirmation, ask the lead passenger to write to us. We will do what we can, but changes depend on the suppliers agreeing and on availability. You will pay any cost the suppliers charge us, any increase in fare or rate, and we may charge an administration fee of up to £50 per person for the change. We will tell you the fee before we make the change, and we do not charge it for minor corrections. A change to the departure date, destination or duration, or a reduction in the number of people travelling, may be treated by a supplier as a cancellation and rebooking, and charged accordingly. Many airline tickets cannot be changed once issued.

You may transfer your booking to another person who meets all the conditions of the package, provided you give us at least seven days' notice in writing before departure. You and the new traveller are jointly responsible for paying the balance, any fee the suppliers charge for the change, and our administration fee of up to £50 per person. Airline tickets that have already been issued usually cannot be transferred, in which case the cost of a new ticket is payable.

C5. Cancellation by you

The lead passenger may cancel the booking at any time by writing to us. Cancellation takes effect on the day we receive your notice.

Please read this clause carefully before you book, because it is where a bespoke package differs from a brochure holiday. To hold the price we quote, we usually book the flights on fares that are non-refundable from the moment they are ticketed, and we book each hotel, cruise, tour and transfer on the rate that suits your trip: some non-refundable, some free to cancel until a set date. Your proposal and confirmation state which elements of your package are non-refundable, which are on free-cancellation rates, and the date each free-cancellation rate runs to. If you would rather pay more for flexibility, tell us before you book: where a supplier offers a refundable or free-cancellation rate we will quote it, and you can choose.

Our cancellation charge is not a fixed percentage. If you cancel, you pay what your package has cost us at that point and cannot be recovered, worked out element by element on the day we receive your notice:

• flights that have been ticketed, which airlines will not refund;
• anything booked on a non-refundable rate;
• anything booked on a free-cancellation rate once its free-cancellation date has passed, or any part of it the supplier keeps;
• any cancellation fee a supplier charges us, and any other amount we have paid on your behalf that cannot be recovered.

Anything we can still cancel free of charge, we cancel, and you do not pay for it. For example, if your trip has seven hotels and six of them are still within their free-cancellation dates, you pay for the flights and for the one hotel that cannot be refunded, not for the other six. Where a non-refundable element makes up most of the package price, the charge may be close to or equal to the full price from the day you book. Where we recover money from a supplier after you cancel, we pass it on to you. If you fail to pay the balance on time, fail to check in, or are refused travel, this counts as cancellation by you. Cancellation charges are usually recoverable under your travel insurance, which is one of the reasons we make insurance a condition of booking.

You may cancel before departure without paying cancellation charges if unavoidable and extraordinary circumstances occur at your destination, or in its immediate vicinity, which significantly affect the performance of the package or the carriage of passengers to the destination. In that case we will refund everything you have paid us within 14 days, but we will not pay compensation.

C6. Changes by us before departure

We plan arrangements months in advance and occasionally have to change them. Most changes are insignificant, for example a flight time change of less than 12 hours, a change of aircraft or carrier, or a change of accommodation to one of the same or higher standard in the same area. We will tell you about an insignificant change as soon as we reasonably can, but you are not entitled to cancel or to compensation because of it.

A significant change is one that materially alters an essential feature of the package, for example a change of UK departure airport (other than between airports in the same city), a change of destination, a change of outward or return flight time of more than 12 hours, or a change to accommodation of a lower standard. If we have to make a significant change, or we cannot meet a special requirement we agreed to, we will tell you as soon as possible and you may, within the period we state, accept the change, accept a substitute package of equivalent or higher standard if we can offer one, accept a lower standard package with a refund of the difference, or cancel for a full refund of everything you have paid us. If you do not reply in time we will treat you as having accepted the change. Where you cancel or accept a lower standard package, we will also pay compensation at the rates below unless the change was caused by unavoidable and extraordinary circumstances:

C7. Cancellation by us

We will not cancel your confirmed package unless you have not paid, or unavoidable and extraordinary circumstances prevent us from performing it. If we cancel for the second reason we will tell you without undue delay and refund everything you have paid us within 14 days, but we will not pay compensation. If we cancel for any other reason we will offer you the choices in clause C6 and pay compensation at the same rates.

C8. Unavoidable and extraordinary circumstances

Unavoidable and extraordinary circumstances are events beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken. They include war, threat of war, civil unrest, terrorism and its consequences, significant risks to human health such as an outbreak of serious disease, natural disasters such as flood, earthquake or wildfire, weather conditions which make it impossible to travel safely, volcanic activity, airport or airspace closure, industrial action by people not employed by us, and any decision by a government or public authority that prevents travel. Where such circumstances affect your package we will not be liable to pay compensation, but your rights under clauses C5, C6, C7 and C10 still apply.

C9. If things go wrong during your holiday

We are responsible for the proper performance of all the travel services included in your package, whether they are performed by us or by our suppliers. If any service is not performed as agreed, tell us as soon as possible so that we can put it right. If we cannot remedy the problem within a reasonable period, you may do so yourself and claim the necessary expenses back from us. Where a significant proportion of the services cannot be provided as agreed we will offer suitable alternative arrangements at no extra cost and, if they are of a lower standard, a price reduction. If we cannot offer suitable alternatives or you reject them for good reason, we will arrange your return transport if the package included carriage, and pay a price reduction and, where appropriate, compensation.

C10. Our help if you are in difficulty

If you are in difficulty while on your package we will give you appropriate assistance without undue delay, in particular by giving information on health services, local authorities and consular assistance, and by helping you to make distance communications and find alternative travel arrangements. If the difficulty was caused intentionally by you or through your negligence, we may charge a reasonable fee for this help, not exceeding the cost we actually incur.

Where you cannot return home on the agreed date because of unavoidable and extraordinary circumstances, we will meet the cost of necessary accommodation, of a standard equivalent to your package where possible, for up to three nights per person. This limit does not apply to people with reduced mobility and anyone accompanying them, pregnant women, unaccompanied minors, or people needing specific medical assistance, provided we were told of their needs at least 48 hours before departure.

C11. Our liability to you

We will pay compensation for any loss or damage you suffer as a result of a travel service in your package not being performed properly, unless the failure is attributable to you or to a member of your party, is attributable to a third party unconnected with the provision of the services and was unforeseeable or unavoidable, or was due to unavoidable and extraordinary circumstances. Where we are liable, the following limits apply.

Where the loss is not death, personal injury or illness, the most we will pay in total is three times the price of the package paid by or on behalf of the person affected, unless a lower limit applies under the next paragraph. This limit does not apply where the damage was caused intentionally or negligently by us.

Where a claim concerns carriage by air, sea, rail or road, or hotel accommodation, the amount we pay is limited in the same way as the carrier or hotel's liability is limited under the international convention that applies, including the Montreal Convention for air travel, the Athens Convention for carriage by sea and the Berne or COTIF Convention for rail. You can ask us for a copy of the relevant convention. Where a carrier or hotel would not be obliged to pay you under the convention or its own conditions, neither are we.

We are not liable for loss of business or profits, or for any loss that we could not have foreseen when you booked. Nothing in these conditions limits our liability for death or personal injury caused by our negligence, for fraud, or for anything that cannot be limited by law.

Compensation must be claimed in writing within the time limit in clause 11 of Part A. If you receive a payment from a carrier or hotel, or under your insurance, for the same loss, the amount we pay is reduced accordingly. If we pay you, you must assign to us any rights you have against the supplier responsible so that we can recover from them, and give us the help we reasonably need to do so.

C12. Arrangements that are not part of your package

Excursions, tours, activities and services that you buy locally, or that we book for you at your request from a supplier whose conditions we have told you about, are not part of your package. Your contract for those arrangements is with the company providing them, and we are not responsible for their performance.

C13. Insolvency protection

If your package includes a flight it is protected under our ATOL 12956, and you will receive an ATOL Certificate. 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 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, where applicable, your card issuer.

If we, or the suppliers identified on your ATOL Certificate, are unable to provide the services listed 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 card issuer. You also agree that any such claims may be re-assigned to another body if that body has paid sums you have claimed under the ATOL scheme.

If your package does not include a flight, your money is held in the TTA trust account until the package has been performed and is protected there if we become insolvent.

Version and contact

These Standard Booking Conditions are version 3.1 and take effect from 7 October 2026. They replace all earlier versions, including the separate Jet2holidays conditions dated 30 November 2025. The current version is always available at www.wheatleyworldwide.co.uk and from us on request.

WheatleyWorldwide Ltd is a member of the Travel Trust Association (X6411) and holds ATOL 12956. Every payment you make to us is held in the TTA trust account, and flight-inclusive packages we organise are protected under the ATOL scheme. Your ATOL Certificate and booking confirmation show exactly what applies to your booking.

Questions about these conditions: discover@wheatleyworldwide.co.uk or 07877 146070.