Booking terms and conditions

About us

Bookviaus UK is a trading name of Bookviaus Uk LTD, a company registered in England and Wales (company number 15346961), with its registered office at Sterling House 29 Victoria Street Kettering Northamptonshire NN16 0BU. We hold ATOL licence number 12783 issued by the UK Civil Aviation Authority.

In these terms, "we", "us" and "our" mean Bookviaus Uk LTD. "You" and "your" mean everyone named on the booking, including the lead passenger who makes it.

You can contact us by phone on 020 3907 0535, by email at support@bookviaus.co.uk, or through the Bookviaus app.

Your contract with us

What we sell falls into two types, and your booking confirmation tells you which applies to each part of your trip.

Package holidays

When we combine two or more types of travel service for the same trip – for example a flight and a hotel, or a hotel and a tour – it is usually a package under the Package Travel and Linked Travel Arrangements Regulations 2018. We are the organiser of your package and are fully responsible for it being provided as booked. You have all the rights that come with a package holiday, which are summarised on GOV.UK.

Single travel services

When you book one service on its own – such as a hotel only, or a flight only – we arrange it as an agent for the airline, hotel or other supplier. Your contract for that service is with the supplier, and their terms apply alongside these. We will tell you who the supplier is and show you their key terms, such as the cancellation policy, before you book.

When your contract starts

A contract exists once we have received your deposit or full payment and sent your booking confirmation. Please check the confirmation straight away – names must match passports exactly, and we cannot always correct mistakes free of charge later.

The lead passenger must be at least 18 and must have the agreement of everyone on the booking to accept these terms on their behalf.

Financial protection and ATOL

Flight-inclusive packages, and other flight bookings where we act as an ATOL holder, are protected under our ATOL licence number 12783. If we stop trading, the ATOL scheme makes sure you are not stranded abroad and can get your money back if you have not yet travelled.

When you book an ATOL-protected trip you will receive an ATOL Certificate. Please keep it safe. Only the services listed on your ATOL Certificate are ATOL protected – if you do not receive a certificate, your booking is not ATOL protected. You can find out more at caa.co.uk/atol-protection.

Not every service we sell is ATOL protected – for example hotel-only bookings. Please ask us before you book if you are unsure what protection applies.

Booking and paying

Deposit and balance

To confirm most holidays we ask for a deposit. The amount, and the date your balance is due, are shown on your quote and booking confirmation. Some fares, rooms and special offers must be paid in full when you book; we will always tell you if this applies.

Payment plans

We are happy to spread the cost with a payment plan. Your plan shows each instalment and its due date, and we will remind you before each one. The full balance must be paid by the final due date on your plan.

How to pay

You can pay by bank transfer or by debit or credit card through our secure payment page or the Bookviaus app. We do not add a fee for paying by card.

If a payment is late

If we do not receive a payment by its due date, we will contact you first. If it is still not paid, we may cancel your booking and charge the cancellation charges in section 6, which may mean you lose the money already paid.

Prices and price changes

All prices are in pounds sterling and include taxes and charges known at the time of booking, unless we tell you otherwise. Local tourist taxes that hotels collect on arrival are not included; we will tell you where we know they apply.

We check prices carefully, but if we notice an obvious error before your booking is confirmed we will tell you the correct price, and you can choose to go ahead or cancel without charge.

After you have booked a package

Once your package is confirmed, the price can only change because of a change in transport costs (such as fuel), taxes or fees charged by third parties not directly involved in your trip (such as airport taxes), or exchange rates. We will tell you at least 20 days before departure and explain how the change was worked out. We will not increase the price within 20 days of departure.

If the increase is more than 8% of your total package price, you can accept it, take an alternative holiday if we can offer one, or cancel and receive a full refund. If these costs go down, we will pass the saving on to you; we may deduct our reasonable administration costs from any refund.

If you change or cancel

Changing your booking

Tell us as soon as possible if you want to change anything. We will try to help, but cannot guarantee every change. Changes may cost more: we will pass on any charges from airlines, hotels and other suppliers, plus our administration fee shown on your quote. Many airlines treat name changes as a cancellation and charge the full fare.

Transferring your package to someone else

You can transfer your package to someone who meets all the conditions of the booking, if you tell us at least 7 days before departure. You and the new traveller are jointly responsible for paying any balance and the reasonable costs of the transfer, which we will tell you before it goes ahead.

Cancelling your booking

The lead passenger must cancel in writing (by email to support@bookviaus.co.uk, or in the Bookviaus app). Cancellation takes effect on the day we receive it. Because travel services are booked for specific dates, the 14-day cancellation right under the Consumer Contracts Regulations does not apply.

Cancellation charges reflect the costs we and our suppliers cannot recover. For packages, the charge depends on how long before departure you cancel:

Some parts of a trip – for example certain flights, non-refundable hotel rates and special offers – cannot be refunded once booked. Where this applies we will tell you before you book, and the charge for those parts will be up to their full cost. Amendment and cancellation fees are rarely covered by insurance unless the reason is one your policy covers.

Unavoidable and extraordinary circumstances

You can cancel a package before departure without paying a cancellation charge if unavoidable and extraordinary circumstances at your destination, or its immediate vicinity, significantly affect the package or the journey there – for example where the UK Foreign, Commonwealth & Development Office (FCDO) advises against all but essential travel. You will receive a full refund but no further compensation.

If we change or cancel

We plan holidays months in advance, so occasionally we need to make changes. Most are minor – such as a small change to a flight time – and we will tell you as soon as we can.

Significant changes

If we need to make a significant change to your package before departure – such as a change of departure airport, a change of more than 12 hours to your flight times, a change to a lower-standard hotel or resort, or a shorter holiday – we will tell you as soon as possible and you can choose to:

• accept the change,
• take a replacement package of equivalent or higher quality if we can offer one (we refund the difference if it costs less), or
• cancel and receive a full refund of all money you have paid.

Please tell us your choice within the time we give you. If you don't, we will treat your booking as cancelled and refund you in full.

If we cancel

We will not cancel your package less than 10 weeks before departure except for unavoidable and extraordinary circumstances or because you have not paid on time. If we cancel, you will receive a full refund within 14 days. Where appropriate we will also pay compensation, unless the cancellation is because of unavoidable and extraordinary circumstances, or because a minimum number of travellers was not reached and we told you in good time.

Refunds

Where you are entitled to a refund under the Package Travel Regulations, we will pay it within 14 days, using the method you paid with.

Hotel-only and single bookings

When you book a hotel on its own on our website or app, we act as agent for the hotel or accommodation provider. Before you pay, we show you the room, board basis, price and cancellation policy for that rate.

• Refundable rates can be cancelled free of charge until the deadline shown on your confirmation. After that, the hotel's cancellation charge applies.
• Non-refundable rates are cheaper but cannot be cancelled, changed or refunded once booked.
• Hotels may ask for a credit card on arrival for incidental costs, and may charge local tourist taxes directly.
• Check-in and check-out times are set by the hotel. Early check-in and late check-out are subject to availability and may cost extra.

Hotel-only bookings are not ATOL protected, and are not packages unless you book other travel services with them as part of the same trip.

Price Promise

We work hard to offer great value. If you find the same holiday cheaper elsewhere within 24 hours of booking with us, we will refund the difference, as long as:

• the cheaper price is for exactly the same holiday – the same flights, hotel, room type, board basis, transfers, dates and number of travellers;
• it is offered by a UK travel company, is ATOL protected where flights are included, and is priced in pounds sterling;
• it is publicly available and bookable on the same terms when we check it – not a members-only, loyalty, staff or trade price, an auction, or a price that hides the hotel or airline until after booking;
• you send us a screenshot or link showing the full price, including all taxes, fees and charges, by email to support@bookviaus.co.uk within 24 hours of receiving your booking confirmation.

We will check the price within 2 working days. If your claim meets these conditions, we will refund the difference to the card or account you paid with, or reduce your remaining balance. The Price Promise applies to holiday packages and flights booked with us, once per booking, and does not apply to hotel-only bookings, extras or insurance.

Passports, visas and health

It is your responsibility to have a valid passport, any visas or travel authorisations, and any vaccinations your trip needs. Requirements can change, so please check before you book and again before you travel:

• Entry requirements and travel advice for every country you visit or pass through: gov.uk/foreign-travel-advice.
• Many countries require your passport to be valid for at least six months after you return, and to have been issued within the last ten years. Some, including EU countries, now require pre-registration or electronic travel authorisation for British visitors.
• Health advice and vaccinations: travelhealthpro.org.uk or your GP.

If you hold a non-British passport, your requirements may be different – please check with the embassy of each country. We can't accept responsibility if you can't travel because you don't have the right documents, and normal cancellation charges will apply.

Travel insurance

We strongly recommend that everyone travelling has suitable travel insurance from the time they book, covering cancellation, medical costs (including repatriation), personal belongings and any activities you plan to do. Please check the policy covers your destination and any pre-existing medical conditions.

Special requests and accessibility

Please tell us about any special requests – such as dietary needs, room location or celebrations – when you book. We will pass them on to the supplier, but unless we confirm a request in writing as part of your booking, we can't guarantee it.

If you or anyone in your party has reduced mobility, a disability or a medical condition that may affect your holiday, please tell us before you book so we can advise on suitability and arrange any help you need with airlines and hotels.

Our responsibility to you

For packages, we are responsible for providing all the travel services in your booking confirmation, whether we or our suppliers provide them. If any part is not provided as agreed, we will put it right unless that is impossible or would cost a disproportionate amount, and you may be entitled to a price reduction and compensation.

We will not be responsible where a problem is caused by you or someone on your booking, by a third party not connected with providing the services in your package, or by unavoidable and extraordinary circumstances.

Our liability for flights, sea journeys and some other transport is limited in the same way as the carrier's liability under international conventions (such as the Montreal Convention for flights). Apart from death or personal injury, our liability for any package is limited to three times its total price. Nothing in these terms limits our liability for death or personal injury caused by our negligence, or any of your statutory rights.

If you are in difficulty during your package, we will give you appropriate help promptly – including information on health services, local authorities and consular help, and help to make other travel arrangements.

Problems and complaints

If a problem isn't resolved during your trip, please write to us within 28 days of your return at support@bookviaus.co.uk, with your booking reference and full details. We will acknowledge your complaint within 5 working days and aim to give you a full reply within 28 days.

If you are not happy with our final response, you can get free, independent advice from Citizens Advice on 0808 223 1133, or at citizensadvice.org.uk.

Your personal information

To arrange your trip we need to share some of your personal information – such as names, passport details, dietary or medical needs – with airlines, hotels, transfer companies and, where required, government authorities, some of which are outside the UK. We look after your information in line with UK data protection law. Please read our privacy policy for full details.

Law and jurisdiction

These terms and any contract between us are governed by the law of England and Wales, and any dispute will be dealt with by the courts of England and Wales. If you live in Scotland or Northern Ireland, you can also bring proceedings in your local courts, under the law of that country.

These terms do not affect your statutory rights. Last updated 1 November 2026.