1. YOUR RIGHT TO CANCEL VISA SERVICES (14-DAY COOLING-OFF PERIOD)

1.1 If you book our visa services online, by phone, by WhatsApp or away from our office, you have the right to cancel within 14 days of the day the contract is made, without giving a reason.

1.2 To cancel, send us a clear statement, for example by email to info@timelessholidays.co.uk. You may use the model cancellation form at the end of these terms, but you do not have to.

1.3 If you ask us to start work during the 14 days and then cancel, you must pay for the work done up to the time you tell us, in proportion to the full service. We will also deduct any third-party fees already paid on your behalf with your agreement that cannot be recovered (for example embassy or visa centre fees).

1.4 If the service has been fully performed within the 14 days at your express request, and you acknowledged that you would then lose the right to cancel, the right to cancel no longer applies.

1.5 The cooling-off right does not apply to flights, hotel accommodation, transfers or other travel services booked for specific dates. For those, the supplier's cancellation terms apply (see clause 2).

2. CHANGES AND CANCELLATIONS BY YOU

2.1 Travel bookings. Changes and cancellations are subject to the supplier's fare or booking rules. Many airline fares cannot be changed or refunded. Where a fare is non-refundable, unused government taxes and airport charges (for example Air Passenger Duty) may still be reclaimable, and we will help you claim them.

2.2 Amendment fee. For changes you ask us to make after booking, we charge any supplier charges plus our amendment fee shown on your invoice. The amendment fee reflects our reasonable costs of making the change.

2.3 Visa services. After the cooling-off period, if you cancel we will refund what you have paid, less: (a) a reasonable charge for work already done, which we will itemise; and (b) third-party fees paid on your behalf that cannot be recovered. Once your application has been submitted to the embassy or visa centre, the service is complete and our service fee is not refundable.

3. IF SOMETHING GOES WRONG – REFUNDS AND YOUR RIGHTS

3.1 Under the Consumer Rights Act 2015, our services must be provided with reasonable care and skill, within a reasonable time, and as described.

3.2 If we fall short, you are entitled to ask us to put it right, for example by rebooking an appointment or correcting a form, at no cost to you. If that is not possible, or is not done within a reasonable time, you are entitled to a price reduction, which may be a full refund of our service fee.

3.3 If a visa is refused because of an error we made (for example a mistake we made on a form), we will refund our service fee and reimburse the reasonable third-party costs that our error caused. We are not responsible for a refusal caused by information or documents you supplied, or by the authority's own decision.

3.4 If an airline or hotel cancels or changes your booking, your rights are against that supplier. We will help you contact them and claim any refund or compensation due, for example under the UK rules on flight delays and cancellations (UK261).

3.5 Refunds are paid to the original payment method within 14 days of our agreeing the refund. If a supplier holds the refund, we will pay it to you within 14 days of receiving it.

3.6 Nothing in these terms limits your right to claim from your card provider under Section 75 of the Consumer Credit Act 1974 or a chargeback. If you raise a dispute, we may give your card provider our records of the work done.

MODEL CANCELLATION FORM (visa services only – complete and return only if you wish to cancel)