Booking Terms & Conditions

1. Definitions

1.1 “We”, “us” and “our” mean Sky Voyage Global Ltd, trading as Sky Voyage Global Travel (“Sky Voyage”).

1.2 “You” and “your” mean the person making the booking and, where the context requires, each Traveller included in it.

1.3 “Traveller” means a person seeking to conclude a travel contract, or entitled to travel under a contract, to whom the relevant legal rights and these terms apply.

1.4 “Lead Passenger” means the person who makes the booking, communicates with us on behalf of the travelling party and accepts responsibility for payment.

1.5 “Travel Services” means services arranged through us, including passenger transport, accommodation, vehicle rental, transfers and other tourist services. Visa assistance may be provided as an ancillary service. Whether a service counts towards a Package or Linked Travel Arrangement is determined by applicable legislation.

1.6 “Package” means a combination of at least two different types of travel service for the same trip or holiday that meets the definition in the Package Travel and Linked Travel Arrangements Regulations 2018, as amended, referred to in these terms as the “Package Travel Regulations”.

A Package can arise through one contract or separate contracts, including certain combinations selected before payment, sold at a total price, advertised as a package or formed through qualifying linked online booking processes. Separate invoices do not, by themselves, prevent arrangements from being a Package.

1.7 “Flight-only Booking” means a booking for air transport that does not form part of a Package. It may be ATOL protected or sold under an applicable exemption. We will explain the position and our contractual role before payment.

1.8 “Supplier” means an airline, accommodation provider, transfer operator, ground handler or other business providing a booked service.

1.9 “Agency Booking” means an arrangement under which we act as intermediary for a disclosed Supplier and your contract for the individual service is with that Supplier. Selling another organiser’s Package is addressed separately in clauses 2.17–2.24.

1.10 “Linked Travel Arrangement” means at least two different types of travel service purchased for the same trip under separate contracts with individual providers, which do not constitute a Package, where we facilitate their purchase in circumstances covered by the Package Travel Regulations.

This includes qualifying separate selections and payments during one visit or contact, or a targeted additional purchase concluded within 24 hours after confirmation of the first service.

1.11 “Booking Confirmation” means the written confirmation identifying the accepted booking, services included, applicable booking type, contracting parties, price and payment arrangements. An automated enquiry acknowledgement or payment receipt is not necessarily a Booking Confirmation.

1.12 “Unavoidable and Extraordinary Circumstances” means a situation beyond the control of the party relying on it, the consequences of which could not have been avoided even if all reasonable measures had been taken.

1.13 “Durable medium” means a form that allows information addressed personally to you to be stored and reproduced unchanged, such as an email or downloadable document.

1.14 “Other Organiser” means a separately identified business that organises a Package which we sell as retailer.

1.15 “Cancellation Deposit” means the amount expressly identified before booking as the deposit used for the cancellation calculation in clause 9.3. It is not automatically the same as the first payment or the full amount collected at booking.

2. Your contract

Packages organised by Sky Voyage

2.1 When we organise your Package, Sky Voyage Global Ltd acts as organiser. We accept responsibility for performing the Package in accordance with the Package Travel Regulations, including services delivered by Suppliers.

2.2 Supplier terms may govern operational matters, such as baggage allowances or hotel check-in requirements. They do not replace our organiser responsibilities or reduce your statutory Package rights.

2.3 Before you are bound by a Package booking, we will provide the applicable statutory standard information form and required pre-contract information. Your contract documents will identify the organiser and explain the relevant insolvency protection and assistance arrangements.

Agency Bookings

2.4 For an Agency Booking, we act as agent in arranging the identified individual service. The disclosed Supplier is responsible for providing that service under its contract with you, subject to any additional responsibilities imposed on us by law.

2.5 We remain responsible for our own booking and agency services, including exercising reasonable care and skill, accurately passing on instructions and accounting for money we receive.

2.6 We will identify the Supplier and make its applicable terms available before you commit. Important restrictions, including cancellation charges, non-refundable fares, amendment conditions and payment deadlines, will be brought to your attention before booking.

2.7 A Supplier’s contract may become binding when that Supplier accepts the booking, as explained before payment. Our agency service contract is formed as described in clause 2.12. Supplier terms cannot exclude mandatory legal rights.

Linked Travel Arrangements

2.8 For a Linked Travel Arrangement, each provider is responsible for its own service. Full Package rights do not normally apply merely because we facilitated separate purchases.

2.9 Before you commit, we will provide the applicable statutory Linked Travel Arrangement information form. It will explain that you are not buying a Package and identify the relevant insolvency protection.

2.10 Money you pay to us for a Linked Travel Arrangement is protected against our insolvency where required by law, to the extent that a service is not performed because of our insolvency. That protection does not automatically cover a Supplier’s insolvency or money paid directly to another provider. Any additional protection, including repatriation protection where legally required, will be explained in your documents.

2.11 If the arrangements legally constitute a Package, or our failure to meet Linked Travel Arrangement requirements gives you additional statutory rights, those rights apply regardless of the label used.

Contract formation and the Lead Passenger

2.12 Subject to the separate Supplier and Other Organiser contract positions in this section, a contract with us begins when we have received the required payment and issued a Booking Confirmation accepting your booking. Both steps are required.

2.13 Before acceptance, we will explain any reservation or ticketing deadline. If we cannot accept your requested booking, we will not substitute a different itinerary or higher price without your agreement. Money received for an unaccepted booking will be returned promptly.

2.14 The Lead Passenger must be at least 18, have authority to accept these terms for the Travellers concerned and provide them with booking documents and important updates.

2.15 The Lead Passenger is responsible for payments due under the booking, including authorised amendments. We may seek confirmation of authority before accepting instructions that materially affect another Traveller.

2.16 The Lead Passenger must have permission to provide other Travellers’ personal information and must make our Privacy Policy available to them. This does not replace explicit consent or another legal condition required for processing special category data.

Packages organised by another business

2.17 Where we sell a Package organised by an Other Organiser, we act as retailer unless the actual arrangements or applicable law make us responsible as organiser.

2.18 Before you commit, we will identify the Other Organiser, its contact details, the relevant financial protection and our role. We will make the organiser’s booking conditions and the required Package information available to you.

2.19 The Package contract is with the Other Organiser and is formed at the point explained in its booking conditions and the information supplied before payment. Our separate retail or agency services remain subject to these terms.

2.20 The Other Organiser’s disclosed terms govern matters such as its Package cancellation scale, amendments and price adjustments. Our own Package cancellation scale and organiser-specific terms do not replace those conditions. No organiser’s terms may reduce mandatory consumer rights.

2.21 We remain responsible for our own retailer duties, including applicable information duties, booking errors, reasonable care and skill, handling payments and passing on communications.

2.22 You may send messages, requests and complaints about the Package to us as retailer. We will forward them to the Other Organiser without undue delay. Where the Package Travel Regulations provide that receipt by the retailer counts as receipt by the organiser for a relevant deadline, that rule applies.

2.23 Where we sell a Package combined by an organiser established outside the United Kingdom, we will meet any organiser responsibilities imposed on us by the Package Travel Regulations unless we can provide the evidence of the organiser’s compliance required by those Regulations. Describing ourselves as retailer does not avoid those responsibilities.

2.24 We will explain any separate fee for our retail services before you commit. We will not add a fee that unlawfully reduces a statutory refund or duplicates an amount already included in the organiser’s charges.

Standalone flights

2.25 Before a Flight-only Booking, we will explain whether we act as agent for a disclosed airline or other principal, or contract with you in our own capacity. ATOL protection and contractual responsibility are separate questions; the existence or absence of ATOL protection does not, by itself, determine our role.

3. Quotes, bookings and confirmations

Quotes and availability

3.1 Quotes reflect the price and availability when prepared. Unless we expressly confirm a price hold, an unaccepted quote does not guarantee that the quoted fare or accommodation will remain available.

3.2 For flight quotations, an enquiry, booking reference or payment instruction does not by itself secure the fare. Before contract formation, availability and the applicable reservation or ticketing deadline must be confirmed.

3.3 Once a binding contract has formed, we cannot increase the agreed price merely because a ticket has not yet been issued or a Supplier’s price has increased. Package price adjustments are permitted only under section 7. Any other proposed price change must have a lawful contractual basis and comply with applicable consumer law.

3.4 We will tell you whether a flight reservation is held, the payment deadline and whether ticketing has been completed. A booking reference alone does not necessarily confirm that a ticket has been issued.

Information forming part of your contract

3.5 Pre-contract information supplied by email, telephone, our website, WhatsApp or a quotation forms part of the contract where required by the Consumer Rights Act 2015, the Package Travel Regulations or other applicable law. This includes relevant information about us or the service that you take into account when deciding to book.

3.6 We will clearly explain proposed changes to that information before you book. Binding information will not be altered without your express agreement where the law requires it.

3.7 Your documents will explain the itinerary, included services, total price, known compulsory charges, payment schedule and material restrictions. Optional extras require your agreement. Charges that cannot reasonably be calculated in advance will be described clearly, including their nature and how they are determined.

3.8 Package documents will also include the required information about accommodation, transport, meals, activities, group size where applicable, language requirements, suitability, passport and visa requirements, cancellation arrangements and any minimum participant requirement.

Checking your documents

3.9 Please review your Booking Confirmation and tickets immediately. Report errors in names, dates of birth, passport details, travel dates or other important information within 24 hours of receipt, or immediately if departure or ticketing is sooner.

3.10 This request helps minimise correction costs. It is not a time limit that removes your legal rights or transfers responsibility for our mistakes to you.

3.11 Where an error results from incorrect information you supplied, you must pay reasonable, properly evidenced correction costs, including applicable Supplier charges and any lawful administration charge under section 8.

3.12 Where we caused the error, we will correct it at our expense, including necessary correction charges. Other appropriate remedies remain available.

3.13 Where responsibility is shared, costs will be allocated fairly according to the cause and avoidable consequences. We will not charge you for losses our reasonable action could have prevented.

Cancellation rights and fraud prevention

3.14 There is generally no 14-day cooling-off period for travel booked for specific dates. Dated accommodation, vehicle rental and certain leisure services are exempt from that cancellation right under the Consumer Contracts Regulations 2013. Passenger transport and Package contracts are subject to separate exclusions or rules.

3.15 These exclusions do not remove Package cancellation rights. A separately purchased service, such as standalone visa administration, may have cooling-off rights. Where applicable, we will explain those rights and obtain any request or acknowledgement required before starting work during the cancellation period.

3.16 We may request proportionate identification or evidence of card ownership to prevent fraud. Never send a full card number, security code or account password by ordinary email or WhatsApp.

3.17 Where fraud is reasonably suspected, we may pause processing, refuse a booking or, where legally justified, cancel it. We will consider the circumstances fairly, contact you where appropriate and refund money due unless legislation, a lawful freeze or a competent authority’s direction prevents this.

4. Payments and financial protection

4.1 We accept bank transfer, debit card, credit card and secure payment links, subject to the options available for your booking.

4.2 Card payments are processed through PTS-associated payment systems or third-party payment processors, as identified during payment. We do not store your complete credit or debit card details.

4.3 No consumer card payment surcharge applies. Any separate booking or service fee will be disclosed before you agree to it and will not be a disguised surcharge for using a consumer card.

4.4 The initial payment and balance due date vary by booking. We will disclose them before payment and record them in your Booking Confirmation. Where departure is close, full payment may be required immediately.

4.5 Full payment at booking may also be required for Flight-only Bookings, promotional airfares, group bookings and peak Umrah departures. A requirement to pay in full does not make the entire payment a forfeitable deposit.

4.6 For Packages we organise, we will separately identify any Cancellation Deposit used under section 9. The amount collected at booking, the amount described as a Cancellation Deposit and the lawful cancellation charge are distinct matters.

4.7 Please pay by the stated deadline using your booking reference. Allow for bank processing time. Payment is received when it reaches the designated account or is confirmed by the payment processor.

4.8 If payment is late, we will contact you and give a reasonable opportunity to resolve the matter where time allows. If an essential Supplier deadline cannot be extended, we will explain the cancellation risk. Any cancellation charge must remain lawful, reasonable and consistent with section 9 or the applicable Other Organiser’s terms.

4.9 We will not retain a payment and claim the same amount again. Any outstanding balance claim will account for sums already received and relevant recoveries or savings.

Important bank fraud warning

4.10 Sky Voyage will never advise a customer of a change of bank details by email, SMS or WhatsApp.

4.11 If a message suggests that our bank details have changed, call +44 20 3370 6756 before paying. Use this published number, not a number or link contained in the suspicious message.

4.12 If you suspect payment fraud, contact your bank immediately and notify us. Responsibility for any loss depends on the circumstances and applicable law; this warning does not exclude responsibility for our own failings.

Refunds and payment disputes

4.13 Refunds will normally be returned to the original payment method and payer. Where that is not possible, we will agree a secure alternative and may require reasonable identity checks.

4.14 Statutory refunds for Packages we organise will not be delayed until a Supplier refunds us. We will not impose a credit note or voucher instead of a money refund without your agreement.

4.15 Where we act as retailer for an Other Organiser, we will explain the refund arrangements, promptly process money received for return to you and comply with any refund obligations imposed directly on us by law.

4.16 You retain applicable rights against your card issuer, including rights under section 75 of the Consumer Credit Act 1974 and card-scheme chargeback arrangements. Availability depends on the payment and contractual circumstances.

4.17 Please contact us about disputed payments so we can investigate, but you do not have to complete our complaint process before exercising a legal right or meeting a card-scheme deadline.

4.18 We may provide accurate booking, payment, acceptance and performance records to a payment provider when responding to a dispute. A chargeback decision does not itself finally determine the underlying contractual rights. Neither party may recover the same loss twice.

5. PTS protection

5.1 Sky Voyage Global Ltd is a member of Protected Trust Services, membership number 6446.

5.2 For bookings covered by our PTS trust arrangements, the relevant customer money is handled through the designated trust arrangements and released in accordance with their terms. It is not necessarily held untouched until your return.

5.3 Before you commit, we will identify the financial protection applicable to your booking and explain the relevant payment arrangements. We will not describe money as trust protected unless the booking and payment fall within those arrangements.

5.4 PTS membership does not mean every service, Supplier failure or travel disruption is covered. The scope of protection depends on the booking and the applicable trust, insurance or other security arrangements.

5.5 Flight-only Bookings are not automatically protected through the PTS trust arrangements. Some are ATOL protected; others may lawfully be sold without ATOL protection. We will explain the position before payment.

5.6 Your documents will identify the relevant financial-protection provider, required contact details and how to obtain assistance. Any legally required security for non-flight Packages or Linked Travel Arrangements will be explained in the required pre-contract information.

5.7 Where we retail another organiser’s Package, we will identify that organiser’s applicable protection. We will not imply that our own membership automatically replaces or duplicates it.

5.8 Trust protection is not travel insurance and does not replace our duty to perform a Package or make a refund when required. PTS membership does not make PTS the organiser of your holiday.

5.9 Where a booking includes protected and unprotected individual services, we will distinguish them clearly. Ask us before paying if you are uncertain about protection.

6. ATOL protection

6.1 Sky Voyage Global Ltd holds ATOL licence 12916. ATOL is a financial-protection scheme, not a guarantee that every booking or service we sell is protected.

6.2 The following statements apply to ATOL-protected bookings for which we are the relevant ATOL holder:

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.

6.3 We will explain before payment whether a Flight-only Booking is ATOL protected and identify the relevant ATOL holder. An ATOL logo, payment receipt, flight reference or licence number is not a substitute for the required ATOL Certificate.

6.4 For an ATOL-protected booking, the Certificate must be issued immediately when the first payment is accepted, including a deposit. We will not accept payment unless the required Certificate can be issued in accordance with the applicable requirements.

6.5 Check your Certificate promptly, including the named ATOL holder, services, dates and Traveller information required for that certificate type. If it is missing or incorrect, contact us immediately. A failure to issue a required Certificate does not remove our legal obligations. If protection is uncertain, seek guidance from the Civil Aviation Authority rather than assuming that a missing document conclusively determines your rights.

6.6 When we sell an ATOL-protected booking as agent for another ATOL holder, your documents and Certificate will identify that holder. We will supply the applicable protection wording and comply with the relevant certificate-issue and agency requirements.

6.7 Separately purchased services are not automatically covered by a flight’s ATOL Certificate. ATOL does not cover every cancellation, personal inability to travel, service complaint or medical expense.

6.8 Further information is available from the Civil Aviation Authority at https://www.caa.co.uk and through the information identified on your ATOL Certificate.

7. Price changes for Packages

7.1 This section applies to Packages we organise. For another organiser’s Package, its disclosed lawful price-adjustment terms apply, subject to your statutory rights.

7.2 After a Package contract is formed, we may increase its price only where the increase directly results from a change in:

• The price of passenger transport arising from fuel or other power sources;
• Taxes or fees imposed by third parties not directly involved in performing the Package, including tourist taxes, landing taxes and embarkation or disembarkation fees; or
• Exchange rates relevant to the Package.

7.3 General Supplier price rises, our operating costs, reduced availability or changes in profit margin do not, by themselves, permit an increase.

7.4 You are equally entitled to a price reduction for decreases in those same costs occurring after contract formation and before the Package starts.

7.5 Adjustments will use the actual change in the affected cost attributable to your booking. Shared costs will be allocated fairly across the relevant Travellers.

7.6 For an exchange-rate adjustment, we will compare the sterling cost of the affected foreign-currency amount using the rate on which your confirmed price was based and the relevant changed rate. There will be no adjustment for amounts already paid or fixed against exchange-rate movements.

7.7 We will account for relevant increases and decreases together, without double recovery or an added profit margin. Our notice will identify the original and revised figures, affected services and calculation.

7.8 We must notify you clearly on a durable medium, with reasons and calculations, no later than 20 days before the Package starts. No price increase will be imposed within those final 20 days.

7.9 If a proposed increase exceeds 8% of the total Package price, you may accept it or terminate without a cancellation fee. We will explain your options, any substitute Package offered and a reasonable response deadline under section 11.

7.10 If you terminate because of an increase exceeding 8%, we will refund all payments for the Package within 14 days of termination. Any additional compensation entitlement will be considered under the Package Travel Regulations.

7.11 When making a price reduction, we may deduct only actual administrative expenses permitted by law and will provide proof on request.

Standalone flight prices

7.12 Once a binding Flight-only contract has formed at an agreed price, a delay in ticket issue does not itself permit us to increase that price or demand a fare difference. Any lawful adjustment must comply with clause 3.3 and the terms disclosed before the contract was made.

7.13 If an unaccepted quotation expires or a fare becomes unavailable before contract formation, we may offer a revised quotation. You may decline it, and money received for an unaccepted booking will be returned promptly.

7.14 Voluntary changes, agreed additional services and lawful charges payable directly under properly disclosed airline or government requirements are separate matters. They must not be used to disguise an unauthorised increase to the contracted fare.

8. Changes and transfers requested by you

8.1 The Lead Passenger should request changes by email or another recordable method, identifying the booking, affected Travellers and requested change. Telephone us as well if travel is imminent.

8.2 Changes depend on availability, Supplier conditions and legal rights. We will explain the proposed arrangements and costs before carrying out a chargeable voluntary change.

8.3 Our standard administration fee is £50 per affected passenger for each completed amendment request, plus applicable Supplier or airline charges and any agreed price difference.

8.4 We will reduce or waive that fee where £50 would exceed the actual and reasonable administrative cost of the work or would otherwise be disproportionate or unlawful. We will not charge repeatedly for the same work.

8.5 No amendment fee applies to correcting our error or providing a remedy we must supply without charge. Unsuccessful enquiries about possible changes do not themselves attract the fee.

Transferring a Package

8.6 You may transfer a Package to another person who meets the conditions applicable to it, including relevant entry, health and participation requirements.

8.7 Please give at least seven days’ notice before the Package starts, on a durable medium. Notice of seven days or more is always treated as reasonable. Shorter notice may also be reasonable and is not automatically refused.

8.8 We will explain and evidence the actual transfer costs. Charges, including our administration element, will not exceed actual costs incurred and will not be unreasonable.

8.9 The original Traveller and replacement Traveller are jointly and severally liable for the outstanding Package balance and lawful transfer costs. Either may be asked to pay the amount due, but it cannot be recovered twice.

8.10 Airlines may treat a passenger name change as requiring a new ticket. A Package transfer can therefore involve cancellation and replacement airfare costs. We will explain the available arrangements and evidence the costs rather than treating airline restrictions as automatically removing your statutory transfer right.

8.11 Transfers of standalone flights, hotels and other Agency Bookings depend on Supplier terms. There is no general right to transfer a non-transferable standalone airline ticket.

8.12 Removing one person may affect occupancy charges or group pricing for remaining Travellers. Any resulting change must be explained, justified and agreed where required.

8.13 For an Other Organiser’s Package, we will promptly forward a transfer or amendment request and explain the organiser’s applicable lawful charges and any separate lawful fee for our work.

9. Cancellation by you

9.1 You may cancel before departure. The Lead Passenger should notify us by email, identifying the booking and affected Travellers. We will acknowledge cancellation and explain the financial consequences.

9.2 Cancellation takes effect when we receive a clear cancellation notice, subject to any applicable statutory rules. If you do not receive an acknowledgement, contact us again. Another Traveller may cancel their own participation where they have the necessary authority or legal right.

Cancellation charges for Packages we organise

9.3 Unless you have a statutory right to cancel without charge, the following standard scale applies according to the number of days before the Package starts:

• 60 days or more: The Cancellation Deposit expressly disclosed and agreed before booking.
• 30–59 days: 50% of the total Package price.
• Less than 30 days: 100% of the total Package price.

Every charge under this scale is subject to clauses 9.4–9.8.

9.4 A payment collected at booking is not automatically the Cancellation Deposit. In particular, full advance payment does not mean the whole Package price is forfeited for cancellation 60 days or more before departure.

9.5 If no Cancellation Deposit was expressly disclosed and agreed before booking, we will not retrospectively designate one. For cancellation 60 days or more before departure, any fee will instead be calculated under the applicable statutory rules, taking account of the Package price, cost savings and income from alternative use of the Travel Services.

9.6 Standard cancellation charges must be reasonable and based on the timing of cancellation, expected cost savings and expected income from alternative use of the Travel Services. We will provide justification for a charge on request.

9.7 We will reduce a charge where necessary to comply with the legal requirement that termination fees be appropriate and justifiable. Neither a stated deposit nor a “100%” charge permits retention of an unjustified amount.

9.8 We will not add Supplier cancellation costs or our voluntary-cancellation administration fee to a percentage charge where that would duplicate costs already accounted for. Total charges will not exceed the lawful termination fee.

9.9 If you have paid less than the lawful cancellation charge, the difference remains payable. If you have paid more, we will refund the balance within 14 days after termination.

9.10 Different cancellation conditions for a particular Package apply only if clearly disclosed and agreed before booking and only to the extent lawful. A “non-refundable” description does not override statutory Package rights.

Packages organised by another business

9.11 For an Other Organiser’s Package, its cancellation conditions apply, subject to statutory rights. The scale in clause 9.3 does not apply unless expressly adopted in that organiser’s contract.

9.12 We will forward your cancellation promptly. Any separate fee for our retail services must have been disclosed before booking and must not duplicate other charges or unlawfully reduce a statutory refund.

Flight-only and Agency Bookings

9.13 Airline fare rules govern voluntary cancellation of a Flight-only Booking, subject to applicable law and our contractual role. Many tickets are non-refundable after issue. Refundable fares may still carry airline cancellation charges.

9.14 Where a voluntary cancellation refund is available, applicable airline or Supplier charges and our £50 administration fee per affected passenger may be deducted, subject to the actual and reasonable cost safeguard in clause 8.4.

9.15 We will help identify recoverable unused taxes or charges where available. We will not describe an amount as non-refundable if the airline or law requires it to be returned.

9.16 For standalone accommodation, transfers and other Agency Bookings, the disclosed Supplier cancellation terms apply. A separate charge for our work must have been disclosed and must be lawful and reasonable.

9.17 The £50 voluntary cancellation fee does not apply to a statutory refund that must be provided without that deduction, including qualifying involuntary flight refunds or fee-free Package cancellation.

Unused services and personal circumstances

9.18 There is normally no refund for services you voluntarily choose not to use, arrive too late to use or abandon for personal reasons. This does not exclude refunds, price reductions or compensation for non-performance, our breach, recoverable Supplier amounts or other legal entitlements.

9.19 Personal illness, bereavement, inability to obtain leave or a personal visa refusal does not ordinarily create an automatic fee-free cancellation right. We will consider available changes and supporting circumstances, and you should check insurance cover.

9.20 A failure by us to provide correct promised advice or perform a visa service with reasonable care remains our responsibility. Section 10 explains separate rights arising from qualifying Unavoidable and Extraordinary Circumstances.

10. Unavoidable and Extraordinary Circumstances

10.1 Before a Package starts, you may terminate without a cancellation fee where Unavoidable and Extraordinary Circumstances occur at the destination or its immediate vicinity and significantly affect:

• Performance of the Package; or
• Carriage of passengers to the destination.

10.2 Depending on their location, severity and effect on the booking, relevant events may include war, terrorism, serious disease outbreaks or a pandemic, natural disasters, severe weather, airport or airspace closures, government restrictions and border closures.

10.3 FCDO advice against all travel or all but essential travel may be important evidence. The assessment is specific to the booked destination, dates, itinerary and circumstances. General concern does not automatically meet the statutory test.

10.4 Contact us promptly so we can assess the situation. We will consider reliable information available at the time and will not require you to travel where you have a statutory cancellation right. Contacting us is not an additional condition that removes that right.

10.5 If you cancel under this section, you are entitled to a full refund of payments for the Package within 14 days of termination, but not additional compensation for the extraordinary event itself.

10.6 A Supplier’s refusal to refund the organiser does not remove your statutory Package refund right.

10.7 Unavoidable and Extraordinary Circumstances do not automatically extinguish other obligations. Duties concerning assistance, alternatives, price reductions, accommodation or repatriation may continue.

10.8 For standalone services, cancellation and refund rights depend on applicable law and the Supplier contract. Package cancellation rights do not automatically extend to a separate Flight-only or Agency Booking.

10.9 Where we retail an Other Organiser’s Package, we will communicate your request promptly and comply with our own applicable duties. This does not reduce the organiser’s obligations or any organiser responsibilities imposed on us by law.

11. Changes or cancellation by Sky Voyage

This section describes our obligations for Packages we organise. Equivalent mandatory Package rights remain available where another business is organiser.

Minor changes

11.1 We may make insignificant changes to a Package where necessary, provided we notify you clearly on a durable medium. An example may be a small timetable adjustment that does not materially affect the itinerary.

11.2 Whether a change is insignificant depends on the actual booking and its effect on you. A hotel substitution, airport change or altered flight time is not automatically minor.

11.3 We will consider essential requirements we accepted, including accessibility and the purpose of a specialist or religious itinerary.

Significant changes before departure

11.4 If we are constrained to alter significantly a main characteristic of your Package, cannot fulfil an expressly accepted special requirement, or propose a price increase exceeding 8%, we will notify you without undue delay.

11.5 Our notice will explain:

• The proposed change and its price implications;
• Any substitute Package offered and its price;
• Your right to accept or terminate without a cancellation fee;
• A reasonable response deadline; and
• What will happen if you do not respond.

11.6 The response period will reflect urgency, departure date and the complexity of the choice. We will not impose an unreasonably short deadline for administrative convenience.

11.7 If you accept a substitute or changed Package of lower quality or cost, you are entitled to an appropriate price reduction.

11.8 If you terminate without accepting a substitute, we will refund all payments for the Package within 14 days of termination. Any statutory compensation rights remain available.

11.9 We will not treat silence as agreement to a significant change or increased price. Where a decision is essential and no reply is received, we will make reasonable contact attempts and explain any lawful termination and refund consequences.

Cancellation by us

11.10 If we cancel your Package before it starts, you will receive a full refund within 14 days of termination, subject to the separate position where cancellation is lawfully attributable to your own breach.

11.11 We may cancel without additional compensation where Unavoidable and Extraordinary Circumstances prevent performance and we notify you without undue delay before the Package starts.

11.12 We may also cancel without additional compensation where the minimum number of participants stated in the contract is not reached and we notify you within the agreed period, and no later than:

• 20 days before departure for trips lasting more than six days;
• Seven days before departure for trips lasting between two and six days; or
• 48 hours before departure for trips lasting less than two days.

11.13 We cannot rely on a minimum participant condition not disclosed in your contract.

11.14 Outside lawful exceptions, you may be entitled to compensation for cancellation or significant changes. We will assess entitlement under applicable law rather than exclude it because a Supplier caused the underlying problem.

Other bookings

11.15 For Flight-only and Agency Bookings, we will pass on material Supplier notifications promptly and explain available contractual and statutory options. The Supplier remains responsible for its service, but we remain responsible for our own contractual role and handling of the booking.

11.16 For an Other Organiser’s Package, we will promptly communicate its proposals and your response, without reducing applicable retailer duties or statutory rights.

11.17 We will not apply voluntary cancellation penalties where the law requires an involuntary cancellation refund. Changes during a Package are addressed in section 16.

12. Flights and airlines

12.1 We will provide the operating airline’s identity when known. If unknown when you book, we will identify the likely operator where required and tell you the confirmed identity and subsequent changes as soon as possible.

12.2 Airlines may change schedules, aircraft, seating arrangements or operating carriers. We will communicate notified material changes. These possibilities do not remove rights arising from a significant contractual change.

12.3 Flight times are local to the airport concerned. Overnight flights, time differences and date changes may affect arrival dates. Check the itinerary, baggage allowance, airports, terminals and connections.

12.4 You must comply with airline check-in, boarding, baggage, security and document requirements. Allow sufficient time for assistance, congestion and document checks.

12.5 Unless included, seats, meals, baggage, lounge access and other extras may carry charges. Seat requests depend on airline arrangements, but a paid service not provided may give rise to a refund or other remedy.

12.6 Airlines commonly require flight sectors to be used in sequence. Missing an outward or connecting flight can result in cancellation of later sectors, including the return. Contact the airline and us immediately if you cannot take a booked sector.

12.7 A no-show does not remove rights arising from airline cancellation, our breach or another statutory entitlement. We will explain available recovery or rebooking options.

12.8 We will identify separately ticketed flights and material self-transfer arrangements before booking. Separate tickets may require baggage collection, immigration clearance and fresh check-in, and may not provide through-connection protection.

12.9 Rights under UK air passenger legislation, commonly called UK261, generally lie against the operating airline. Depending on the circumstances, they can include care, reimbursement, rerouting and compensation for cancellation, delay or denied boarding. Other passenger-rights regimes may also apply.

12.10 For Packages, organiser responsibilities continue alongside airline obligations. We will not require you to pursue an airline instead of exercising a valid claim against us, although double recovery is not permitted.

12.11 We do not exclude responsibility merely because boarding is refused. To the extent refusal results from your own failure to meet visa, documentation, health, behaviour or lawful security requirements, we are not responsible for resulting loss unless our breach caused or contributed to it.

12.12 Overbooking, airline operational decisions and our errors are not treated as customer-caused denied boarding.

13. Passports, visas, health and FCDO advice

13.1 Each Traveller must hold the passport, visa, transit visa, entry permit and other documents required for the itinerary, including transit points and the return journey.

13.2 Passport rules vary and may include minimum remaining validity, issue-date restrictions and blank-page requirements. A passport accepted for one country may not meet another’s requirements.

13.3 Names supplied for tickets must match passports, subject to airline formatting requirements. Tell us about multiple nationalities, different travel documents or relevant residency status where these affect advice requested.

13.4 You are responsible for meeting applicable vaccination and health requirements. Obtain advice from a qualified health professional sufficiently early, particularly for pregnancy, ongoing treatment or pre-existing conditions.

13.5 Check FCDO foreign travel advice for destinations and transit countries before booking and regularly before departure. It covers entry requirements, safety, security, health risks and local legal differences.

13.6 Requirements may change. Check official destination-government, embassy, consular and airline information as appropriate. FCDO advice does not replace an entry decision by destination authorities.

13.7 We will provide the general passport, visa and health information required for Package bookings, including approximate visa-processing periods where required. Give us accurate information where you request individual advice.

13.8 We do not guarantee entry or visa approval. This does not exclude liability for inaccurate advice for which we are legally responsible, negligent application handling or failure to provide promised assistance.

13.9 Tell us promptly if documentation is delayed or refused. Refunds and cancellation charges depend on the cause, booking type and applicable rights, not simply the existence of a document problem.

14. Umrah bookings

14.1 Sky Voyage sells Umrah travel only. Hajj is not currently offered. An Umrah booking does not include or authorise Hajj participation.

14.2 Your Booking Confirmation will identify whether the Umrah arrangements form a Package, name the organiser and specify included flights, hotels, transfers, meals, visa assistance, visits and guided support.

14.3 Visa guidance is not the same as an included visa fee or guaranteed visa. Your quotation will identify included and separately payable government or administration charges.

14.4 Visa approval, entry permission and religious-access decisions are at the discretion of Saudi authorities. Processing times are estimates unless a binding commitment is expressly made.

14.5 Visa fees may be non-refundable after submission to the extent irrecoverably payable. Recovered amounts will be credited to you. This does not override statutory refund rights or liability for our error.

14.6 If a visa is refused for reasons personal to the applicant, normal lawful cancellation charges apply. Refusal does not automatically make every service non-refundable.

14.7 Pilgrims are responsible for applicable Nusuk registration, biometric requirements, permits and appointment bookings, except where we expressly undertake a particular step. We will explain included assistance.

14.8 Pilgrims must comply with current Saudi health rules, including applicable meningococcal ACWY vaccination and certification requirements. Check eligibility, accepted vaccines, certificate validity and timing against current official Saudi guidance and professional medical advice.

14.9 Verify current visa categories, permitted travel dates, access restrictions, age requirements and rules around the Hajj season. A previous Umrah visit does not establish present eligibility.

14.10 Hotel distances and journey times may be affected by crowds, road closures and pedestrian restrictions. We will describe accommodation location and transport accurately; estimates do not excuse material misdescription.

14.11 Access to particular prayer areas, appointments or visits is subject to official controls. Unless we expressly undertake a contractual commitment, we do not guarantee permits or appointments controlled by authorities. Any commitment we do accept remains subject to your applicable contractual and statutory remedies.

14.12 If Saudi authorities impose changes affecting your booking, we will assess them under the significant-change, cancellation and extraordinary-circumstances provisions. Authority-imposed changes are not automatically minor and do not automatically remove refund rights.

14.13 Umrah can involve extensive walking, heat and crowds. Tell us about relevant mobility or medical needs before booking so we can discuss suitability without assuming that a diagnosis alone prevents travel.

15. Special requirements and medical needs

15.1 Tell us before booking about requirements affecting suitability, accessibility or safe delivery. These may include disability, reduced mobility, pregnancy, dialysis, oxygen, allergies or other medical conditions.

15.2 Provide only information reasonably necessary to assess and arrange assistance. Notify us promptly of significant changes.

15.3 We will pass relevant requirements to Suppliers securely and seek confirmation. A request is not guaranteed merely because it appears in correspondence.

15.4 We will distinguish an unconfirmed request from a requirement expressly accepted as part of your contract. Once accepted contractually, it cannot be disclaimed merely because a Supplier is involved.

15.5 Dialysis, oxygen, wheelchair carriage, accessible rooms and medical equipment may require advance arrangements, supporting information or airline approval. We will explain known deadlines and any properly chargeable costs before agreement.

15.6 Pregnancy restrictions vary by airline and stage of pregnancy. Obtain medical advice and check certificate requirements for outward and return journeys.

15.7 We will not impose blanket exclusions because of disability or a medical condition. Applicable equality, accessibility and passenger-assistance rights remain in place, including assistance that must be free.

15.8 If we cannot meet an essential requirement, we will tell you before booking where reasonably possible. If an accepted Package requirement later cannot be met, applicable significant-change rights remain available.

16. Assistance, problems and complaints

Reporting problems

16.1 Report problems without undue delay to the Supplier or local representative and to us, taking account of the circumstances. Early reporting provides a reasonable opportunity to put matters right.

16.2 During travel, use:

• Telephone: +44 20 3370 6756;
• WhatsApp: +44 7473 330253;
• Email: info@skyvoyage.co.uk; and
• Any emergency or destination contact in your travel documents.

For urgent matters, telephone or use the emergency arrangements supplied rather than relying only on email.

16.3 Before travel, we will supply the applicable emergency-contact hours and out-of-hours arrangements. Where an Other Organiser is responsible for the Package, its assistance details will also be supplied. This does not reduce assistance duties imposed on us by law.

16.4 Keep reasonable records, including photographs, receipts and messages. Do not put yourself at risk to obtain evidence.

16.5 Delayed reporting does not automatically invalidate a claim. It may affect a remedy only to the extent permitted by law, for example where avoidable loss resulted from not allowing a reasonable opportunity to resolve the issue.

Package remedies

16.6 For Packages we organise, we must remedy a failure to perform unless doing so is impossible or would involve disproportionate costs, taking account of the failure’s extent and the value of the affected services.

16.7 You should normally allow a reasonable period for rectification. If we refuse to act, fail to act within a reasonable deadline you set, or immediate action is required, you may remedy the problem yourself and claim necessary expenses as permitted by law.

16.8 If a significant proportion of the Package cannot be provided, we will offer suitable alternatives, where possible of equivalent or higher quality, at no extra cost. Lower-quality alternatives carry an appropriate price reduction.

16.9 You may reject alternatives where they are not comparable to the agreed services or the price reduction is inadequate. Further rights depend on the circumstances and the Package Travel Regulations.

16.10 Where a failure substantially affects performance and is not remedied within a reasonable period, you may terminate without a termination fee. If passenger transport is included, equivalent repatriation will be provided without undue delay and without additional cost where legally required.

16.11 You may be entitled to an appropriate price reduction for periods of non-performance and compensation for resulting damage. Compensation is subject to lawful exceptions in section 17. Extraordinary circumstances do not automatically exclude a price reduction.

Assistance and necessary accommodation

16.12 We will provide appropriate assistance without undue delay if you are in difficulty during a Package we organise. This includes information about health services, local authorities and consular assistance, and help with communications and alternative travel arrangements.

16.13 We may charge for this assistance only where the difficulty was caused intentionally by you or through your negligence, and only up to our actual reasonable costs.

16.14 If Unavoidable and Extraordinary Circumstances make it impossible to ensure your return as agreed, we will bear the cost of necessary accommodation, where possible of equivalent category, for up to three nights per Traveller where the Package Travel Regulations require this.

16.15 The three-night limit does not apply where a longer period is required by applicable passenger-rights legislation.

16.16 It also does not apply to persons with reduced mobility and accompanying persons, pregnant women, unaccompanied minors or persons needing specific medical assistance, provided we were notified of their particular needs at least 48 hours before the Package started.

16.17 We cannot rely on extraordinary circumstances to limit that accommodation obligation where the relevant transport provider could not rely on them under applicable passenger-rights legislation.

16.18 Where an Other Organiser is responsible, we will facilitate contact and comply with our retailer duties and any organiser duties imposed on us by law.

Complaints and independent resolution

16.19 If a problem remains unresolved, please send a written complaint to info@skyvoyage.co.uk, ideally within 28 days after your return, with your booking reference, the issue and the remedy requested.

16.20 The 28-day period is a request to help investigation. It does not remove legal rights or shorten a statutory claim period.

16.21 We aim to acknowledge complaints within seven days and provide a substantive response within 28 days. If investigation takes longer, we will explain why and keep you updated.

16.22 If our internal complaint process does not resolve the dispute, we will provide any alternative dispute resolution information required by applicable law, on a durable medium where required. This will include the relevant provider’s name and website and whether we are obliged or willing to use that procedure.

16.23 Where legislation, a membership obligation or an agreement requires us to participate in a particular dispute-resolution scheme, we will comply and provide the necessary details. PTS membership alone should not be read as a promise that every complaint is covered by a particular arbitration or ADR scheme.

16.24 You retain the right to seek independent advice, contact a regulator or bring court proceedings. Our complaint process does not suspend external deadlines unless the relevant law or scheme provides otherwise.

17. Liability

Rights we do not exclude

17.1 Nothing excludes or restricts rights or remedies that cannot lawfully be excluded under the Consumer Rights Act 2015, the Package Travel Regulations or other applicable law.

17.2 Nothing excludes or limits liability for death or personal injury, fraud or fraudulent misrepresentation, negligence, intentional wrongdoing or any other liability that cannot lawfully be excluded or limited.

Packages

17.3 We are responsible for proper performance of Travel Services included in a Package we organise, whether supplied by us or another provider. We also accept any organiser responsibilities imposed on us by law when acting as retailer.

17.4 Under the Package Travel Regulations, compensation may not be payable where we prove that the failure is:

• Attributable to you;
• Attributable to an unconnected third party and unforeseeable or unavoidable; or
• Due to Unavoidable and Extraordinary Circumstances.

17.5 A Supplier performing part of your Package is not an unconnected third party merely because it is a separate business.

17.6 These compensation exceptions do not automatically remove rights to assistance, rectification, alternatives, repatriation, refunds or price reductions.

Agency and retailer services

17.7 For Agency Bookings, the Supplier is responsible for performing its service. For another organiser’s Package, that organiser is responsible for its Package, subject to any additional duties imposed on us by law.

17.8 We remain responsible for our own obligations, including reasonable care and skill, booking errors, inaccurate statements for which we are legally responsible, mishandling payments and failures to communicate information we must communicate.

Limits and recoverable losses

17.9 Where a contractual financial limit is lawful, our liability for compensation is limited to three times the total value of the affected booking. For a Package, the reference amount is the total Package price, not merely one affected service.

17.10 This limit does not apply to death, personal injury, fraud, negligence, intentional wrongdoing, damage caused intentionally or negligently, or anything that cannot legally be limited. It does not cap repayment of money legally due as a refund.

17.11 We are not responsible for business losses arising from a booking made for personal travel, or indirect or unforeseeable losses, to the extent that exclusion is lawful.

17.12 We do not use “indirect” to exclude foreseeable consumer loss recoverable by law. Foreseeable losses are those that were an obvious consequence of breach or within the parties’ reasonable contemplation when the contract was made.

17.13 Nothing excludes an otherwise recoverable claim for loss of enjoyment or distress arising from a Package breach.

17.14 Take reasonable steps to avoid unnecessarily increasing a loss where safe and practical. You are not expected to incur unreasonable expense or accept an inadequate remedy.

Transport conventions

17.15 International transport conventions may govern particular claims, including the Montreal Convention for international carriage by air and other applicable air, sea, rail or road conventions.

17.16 Where legally applicable, conventions may determine liability conditions, recoverable losses, monetary limits, notice requirements and court claim periods.

17.17 We rely on convention limits and conditions only to the extent permitted by mandatory law. Convention references do not create a blanket exclusion of responsibility.

17.18 Baggage and transport claims can have short notification or claim deadlines. Report damaged, delayed or missing baggage promptly to the carrier and retain its report.

17.19 Payments from a Supplier, airline, insurer or another responsible party may be taken into account where legally appropriate to prevent double recovery for the same loss, without removing compensation for a separate loss.

18. Customer behaviour

18.1 Travellers must behave lawfully and with reasonable consideration for other passengers, guests, staff and local communities. Follow lawful safety instructions and reasonable Supplier rules.

18.2 Suppliers may refuse carriage, admission or further service for dangerous, unlawful, abusive or seriously disruptive behaviour. Action should be proportionate and lawful.

18.3 Where service is lawfully refused or terminated because of such behaviour, there is normally no refund for the affected unused services, and you may need to meet reasonable alternative travel or accommodation costs.

18.4 This does not excuse discriminatory treatment, unjustified refusal of service or failures to meet legal responsibilities.

18.5 You are responsible only for reasonable losses directly caused by your breach and supported by appropriate evidence. We will not require reimbursement of unrelated losses, speculative charges or costs caused by someone else’s independent conduct.

18.6 We do not impose a general indemnity for every claim associated with your holiday. Recovery from you must have a proper contractual or legal basis and must not duplicate other recoveries.

18.7 Ending a service because of misconduct does not automatically remove legally required assistance obligations.

19. Travel insurance

19.1 Sky Voyage Global Ltd:

• Does not sell travel insurance;
• Does not arrange travel insurance;
• Does not broker travel insurance; and
• Does not introduce customers to insurance providers for commission.

19.2 You are responsible for obtaining suitable travel insurance. We strongly recommend arranging it when you book so relevant cancellation risks are covered from the outset.

19.3 Consider cover for medical expenses, emergency treatment, repatriation, cancellation, curtailment, baggage and personal liability.

19.4 Check cover for destinations, transit points, dates, planned activities and pre-existing conditions. For Umrah, confirm that the purpose and nature of the trip are covered.

19.5 Read exclusions concerning FCDO advice, epidemics, Supplier failure and other relevant risks. We do not assess policy suitability or guarantee that an insurer will pay.

19.6 Lack of insurance does not remove statutory rights against us. Having insurance does not make us responsible for losses for which we are not otherwise liable.

20. Data protection

20.1 We handle personal data under the UK GDPR, the Data Protection Act 2018 and other applicable data protection law. Our ICO registration is ZC093782.

20.2 Our Privacy Policy explains information collected, purposes, legal bases, retention, security, international transfers and individual rights.

20.3 We use personal information to prepare quotes, administer bookings, communicate updates, fulfil legal duties and prevent fraud. Marketing is handled separately under applicable consent and other legal requirements.

20.4 Where necessary and lawful, information may be shared with airlines, hotels, ground handlers, transfer providers, visa and immigration authorities, organisers, PTS, the Civil Aviation Authority, payment processors, fraud prevention agencies and regulators.

20.5 We share only information appropriate to the purpose. Travel may require transfers outside the UK, including to destination authorities. We apply safeguards or other lawful transfer conditions required by data protection law.

20.6 Health, disability, religious-belief information and some dietary information may constitute or reveal special category data. We will identify an appropriate legal condition for processing and seek explicit consent where required. Acceptance of these terms is not blanket consent to sensitive-data processing.

20.7 Do not send passport copies, medical records or payment information through an insecure channel when a safer method is available. We will explain how to supply required documents.

20.8 Booking and financial records are generally retained for up to seven years where necessary for legal, accounting and claims purposes, as explained in our Privacy Policy. This does not mean all passport copies, medical information or other sensitive records are retained for seven years. Retention depends on the category, purpose and applicable legal requirements.

20.9 You may exercise applicable rights of access, correction, erasure, restriction, portability, objection and withdrawal of consent by contacting info@skyvoyage.co.uk. Some rights are subject to legal conditions.

20.10 You may complain to the Information Commissioner’s Office. A data request or complaint does not remove travel rights, and withdrawing marketing consent does not cancel your booking.

21. Electronic communications and acceptance

21.1 We may provide quotations, terms, Booking Confirmations, invoices, ATOL Certificates, tickets and updates electronically. Where a durable medium is required, we will use a format that can be retained and reproduced unchanged.

21.2 We will make these terms and relevant Supplier or organiser conditions available before you commit. A link supplied only after payment does not retrospectively introduce an undisclosed restriction or charge.

21.3 Acceptance may be communicated by email, invoice payment, secure payment link or WhatsApp confirmation, provided the terms were supplied or properly available beforehand and the action clearly signified agreement.

21.4 Payment or a message does not amount to acceptance of a hidden, materially misleading or subsequently introduced term. Contract formation remains subject to section 2.

21.5 Check your inbox and spam folder, keep contact details current and notify us if expected documents do not arrive.

21.6 We will take reasonable care when sending important communications. For urgent material changes, we will use reasonable additional contact methods where appropriate rather than assume one email guarantees receipt.

21.7 The Lead Passenger must share updates with the travelling party. We may contact affected Travellers directly where appropriate for safety, accessibility, individual data matters or other legitimate purposes.

21.8 Tell us if electronic documents are inaccessible or another reasonable format is needed. We will consider accessibility needs and legal requirements.

21.9 Later website amendments do not automatically change an existing booking. The agreed version continues to apply, subject to lawful express changes and overriding legal requirements.

22. Sanctions and regulatory compliance

22.1 We may refuse, suspend or cancel a booking where reasonably necessary to comply with applicable sanctions, anti-money laundering obligations where relevant, payment restrictions or other legal and regulatory requirements.

22.2 We may request proportionate information about identity, the payer, payment source or proposed travel where necessary for those checks.

22.3 Compliance checks will not be used as a pretext for arbitrary refusal, discrimination or avoiding refunds.

22.4 Where lawful, we will explain the action and allow an opportunity to correct mistaken information. Disclosure may be restricted by law.

22.5 Money due will be refunded unless a legal restriction, asset freeze or competent authority’s direction prevents payment. Restricted funds will be handled as required by law.

22.6 Compliance action does not automatically entitle us to retain the whole booking price or impose a cancellation penalty. Any deduction requires a separate lawful and reasonable basis.

23. Intellectual property

23.1 Our original quotations, itineraries, proposals, written materials and website content remain the intellectual property of Sky Voyage Global Ltd or the relevant rights holder.

23.2 You may download, retain, print and share booking materials for personal travel and with fellow Travellers, advisers, insurers, payment providers, regulators and anyone assisting with a complaint or legal claim.

23.3 You must not commercially reproduce or sell our original materials without permission, except where the law allows.

23.4 We do not claim ownership of personal data, public travel information, Supplier materials or itinerary facts. This section does not restrict honest reviews, lawful quotation or use as evidence.

24. Waiver

24.1 A party’s failure to enforce a contractual right immediately does not mean it has permanently given up that right.

24.2 Agreeing an exception once does not automatically require the same exception later.

24.3 This does not allow withdrawal of an express concession on which you reasonably relied or override legal rules concerning waiver, fairness or reliance.

25. Severability

25.1 If a court or competent authority decides that a provision is unlawful, invalid or unenforceable, it will not apply to the extent of that decision.

25.2 Remaining provisions continue where they can operate fairly and lawfully without the invalid provision.

25.3 An invalid consumer restriction will not be replaced with a broader restriction. Nothing permits us to rewrite your contract unilaterally.

26. Governing law and jurisdiction

26.1 These terms and our contracts are governed by the law of England and Wales, subject to mandatory consumer protections applicable to you.

26.2 Proceedings may be brought in the courts of England and Wales. Customers resident in Scotland may bring proceedings in Scotland. Customers resident in Northern Ireland may bring proceedings in Northern Ireland.

26.3 Nothing deprives a consumer of a mandatory right to rely on another applicable law or bring proceedings in a court available under relevant jurisdiction rules.

26.4 We will bring proceedings against a consumer only in a court permitted by applicable law.

26.5 These terms do not prevent you from contacting a regulator, seeking independent advice, using an available dispute-resolution scheme or exercising rights against a payment provider.