Effective from April 2026
These Terms and Conditions apply to all day trips, holidays, excursions, events, and private hire bookings operated by Horizon Travel Group (“the Company”, “we”, “us”, “our”).
By making a booking with us, you (“the Customer”, “you”, “your”) agree to be bound by these Terms and Conditions.
Your booking is confirmed once the required payment has been received and written confirmation has been issued by the Company.
For day trips, full payment is normally required at the time of booking. For holidays, ticketed events, and private hire bookings, a non-refundable deposit may be required unless otherwise stated.
Any remaining balance must be paid by the date shown on your confirmation or invoice. Failure to pay by the due date may result in cancellation of your booking and the loss of any monies already paid.
All payments must be made in pounds sterling (£). We accept payment via debit card, credit card, bank transfer, and other approved payment methods.
Unless specifically guaranteed, seat allocation is at the discretion of the Company.
Departure times and pick-up points may occasionally change due to operational requirements. Where possible, customers will be notified in advance.
If you need to cancel your booking, you must notify us in writing as soon as possible.
The following cancellation charges apply:
| Notice Before Departure | Cancellation Charge |
|---|---|
| More than 28 days | Loss of deposit only |
| 14–28 days | 50% of total booking cost |
| 7–13 days | 75% of total booking cost |
| Less than 7 days or no-show | 100% of total booking cost |
Due to supplier and ticketing commitments, cancellations made within 28 days of departure are non-refundable.
For cancellations made more than 28 days before departure, the deposit will be forfeited.
Where applicable, approved refunds will be processed to the original payment method within 14 working days.
In exceptional circumstances such as serious illness or bereavement, we may consider a partial refund or transfer at our discretion. Supporting documentation may be required.
We aim to operate all trips as advertised. However, we reserve the right to cancel or amend any trip where necessary due to circumstances beyond our reasonable control, including severe weather, operational issues, insufficient bookings, supplier failure, or safety concerns.
Where a trip is cancelled by us, customers will be offered either:
Our liability is limited to the amount paid for the booking. We are not responsible for any consequential losses, including accommodation, travel arrangements, insurance costs, or missed connections.
Nothing within these Terms excludes liability for death or personal injury caused by negligence or any liability that cannot legally be excluded.
If you wish to amend your booking, transfer to another departure date, or change passenger details, we will make reasonable efforts to accommodate your request.
Administrative charges may apply depending on notice given and supplier terms.
Approved refunds will normally be processed within 14 working days.
We reserve the right to deduct reasonable administration fees and non-recoverable payment processing charges where applicable.
We strongly recommend that all customers obtain suitable travel insurance covering cancellations, medical expenses, personal accident, delays, and loss or damage to personal belongings.
It is the customer’s responsibility to ensure they have adequate insurance cover for their trip.
Customers must arrive at the departure point in good time. The Company cannot delay departures for late arrivals, and no refunds will be issued for missed departures.
Any mobility requirements, medical conditions, or special assistance requests should be advised at the time of booking.
Passengers remain responsible for their personal belongings throughout the journey.
We reserve the right to refuse travel to, or remove from the trip, any passenger whose behaviour is considered disruptive, abusive, unsafe, or offensive.
Passengers removed from a trip due to misconduct will not be entitled to a refund and may be liable for any damage or additional costs incurred.
Private hire quotations are based on the agreed itinerary and timings at the time of booking.
Additional mileage, waiting time, unscheduled stops, or changes to the agreed itinerary may result in additional charges.
The hirer is responsible for ensuring passengers are ready to depart at the agreed times and for any damage caused to the vehicle by members of their group.
Drivers reserve the right to refuse carriage to any passenger whose behaviour may compromise safety or comfort.
Passenger numbers must not exceed the vehicle’s licensed seating capacity.
The Company reserves the right to substitute vehicles of a similar or larger capacity where operationally necessary.
We cannot accept responsibility for delays caused by circumstances outside our reasonable control, including traffic congestion, road closures, breakdowns, adverse weather conditions, ferry disruption, industrial action, accidents, or civil unrest.
Whilst we will make reasonable efforts to minimise disruption, no compensation will be payable for missed connections, delayed arrivals, or consequential losses.
Any lost property found on our vehicles will be retained for up to 28 days where practical.
The Company accepts no responsibility for items left onboard. Return or collection of lost property is at the customer’s expense.
Passengers travelling with wheelchairs, walkers, or mobility aids must notify us at the time of booking.
Whilst we will make every reasonable effort to accommodate all passengers, accessible seating and storage facilities are subject to vehicle availability and operational limitations.
All mobility aids must be safe, secure, and suitable for transport.
Children under the age of 16 must travel with a responsible adult unless otherwise agreed in writing.
For group bookings, the group organiser is responsible for the behaviour and supervision of all passengers within their party.
Smoking, including the use of e-cigarettes or vaping devices, is strictly prohibited onboard all vehicles.
Alcohol consumption is not permitted unless expressly authorised by the Company.
Passengers must wear seatbelts where fitted and comply with all safety instructions provided by the driver or Company representatives.
Standing whilst the vehicle is moving is prohibited.
For all European travel, passengers are responsible for ensuring they possess:
The Company cannot accept responsibility for passengers denied travel due to incorrect or missing documentation. No refunds will be provided in such circumstances.
We reserve the right to substitute the advertised or allocated vehicle with an alternative vehicle of similar or greater capacity where operationally necessary.
This may occur due to maintenance requirements, operational changes, or differing passenger numbers.
Should you have a complaint during your trip, please notify the driver or Company representative immediately so that we have the opportunity to resolve the issue.
If the matter remains unresolved, complaints should be submitted in writing to:
bookings@horizontravelgroup.co.uk
within 14 days of travel.
We aim to acknowledge complaints within 7 working days and resolve matters as promptly as possible.
Photographs or videos may occasionally be taken during trips for promotional or marketing purposes.
If you do not wish to appear in such material, please notify us prior to departure.
Horizon Travel Group complies with the UK General Data Protection Regulation (UK GDPR).
Personal information will only be used for administering bookings, providing services, and communicating relevant travel information. We will not share personal information with third parties unless required to fulfil your booking or required by law.
These Terms and Conditions are governed by the laws of England and Wales.
Any disputes arising shall be subject to the exclusive jurisdiction of the courts of England and Wales.
