Booking Terms & Conditions

1. WHO WE ARE

1.1 Easy Visa Journey ("we", "us") is a company registered in England and Wales, Company number 17221322. Registered office: Office 9848, 321-323 High Road, Chadwell Heath, Essex, RM6 6AX, United Kingdom.

1.2 Contact: telephone +44 20 4514 5335 · WhatsApp +44 7538 965323· email info@easyvisajourney.co.uk · website https://easyvisajourney.co.uk/

2. WHAT WE DO – AND WHAT WE DO NOT DO

2.1 We provide: (a) visa appointment booking and visa application support for travel to countries outside the United Kingdom; (b) visa supporting documents, such as flight itineraries, hotel reservations and cover letters; and (c) travel bookings, such as flight tickets, hotels and transfers, which we make as a booking agent for the travel supplier.

2.2 We do not hold an ATOL and we are not a tour operator. We do not sell package holidays or flight-inclusive packages. We do not combine flights and accommodation (or other travel services) for the same trip into a single booking. Each travel service is a separate contract between you and the supplier concerned.

2.3 Flight tickets are sold by us as agent of the airline and are issued to you when you pay. Because we do not hold an ATOL, flight bookings made through us are not ATOL protected. The airline's conditions of carriage apply to your ticket.

2.4 We do not give advice or services about UK immigration, including visas or permission to enter, stay or settle in the United Kingdom, British citizenship or asylum. That work is regulated under the Immigration and Asylum Act 1999, and we are not regulated by the Immigration Advice Authority. For UK immigration matters, please use a regulated immigration adviser or a solicitor.

2.5 Travel insurance is provided by a third-party insurer under its own policy terms. We do not give advice on insurance, and any claim must be made to the insurer.

3. YOUR BOOKING AND THE CONTRACT

3.1 Before you pay, we will give you a quotation or invoice. It will show: the services included; our service fee; any third-party fees (for example embassy visa fees, visa centre fees such as VFS, BLS or TLS, airline fares and taxes, hotel charges and insurance premiums); the total price; and any expected timescale.

3.2 A contract is formed when we accept your booking and confirm it in writing (by email or WhatsApp). What we tell you about a service, in writing or verbally, forms part of our contract with you.

3.3 Services shown on our website are subject to availability at the time of booking.

3.4 Where we book a travel service as agent, the supplier (for example the airline or hotel) is responsible for providing it, and its own terms apply as well as these terms. We will give you those supplier terms, or tell you where to find them, before you book. We remain responsible for making your booking with reasonable care and skill and for any error we make.

4. PRICES AND PAYMENT

4.1 All prices include any compulsory taxes and charges. Payment is by bank transfer or debit/credit card, or by another method shown on our website. We do not accept cash or cheques.

4.2 Unless your invoice shows a deposit and a balance due date, full payment is due at booking. Flight tickets must be paid in full before they are issued.

4.3 If a payment is late, we will remind you in writing before we cancel anything. If we then have to cancel, clause 7 applies: we may keep only the charges for work already done and any costs we have already paid on your behalf.

4.4 Third-party fees are passed on to you at cost and are paid to the third party on your behalf. Currency conversions will be shown on your invoice where they apply.

5. VISA APPOINTMENT AND APPLICATION SERVICES

5.1 Decisions. Only the relevant embassy, consulate or government authority decides whether to grant a visa and how long processing takes. We cannot guarantee that a visa will be granted, or that it will be granted within any particular timescale.

5.2 Our service. We will use reasonable care, skill and time to: book the agreed appointment; complete forms accurately using the information you provide; and prepare the documents listed on your invoice.

5.3 Appointment availability. Visa centres and embassies control appointment availability. If we cannot secure an appointment by the target date we gave you, we will tell you promptly and explain your options.

5.4 Alternative appointments. We may suggest an appointment at another location, or with another country's embassy, but we will only book it with your written agreement and only where the rules allow it. For example, Schengen visa applications must normally be made to the country of your main destination and in the country where you legally live.

5.5 If you decline an alternative. If you do not want an alternative that differs materially from what you booked, you may cancel. We will refund our service fee, less a reasonable charge for work already done, which we will itemise, and less any third-party fees already paid with your agreement that cannot be recovered.

5.6 Supporting documents. Flight itineraries and hotel reservations prepared for a visa application are reservations only, not paid tickets or confirmed stays, unless your invoice says otherwise. All information and documents submitted must be true and genuine. We will not prepare, or submit, any document that we believe to be false or misleading.

5.7 Third-party systems. If delays are caused by embassies, visa centres, government systems or appointment portals, that is not a failure by us, provided we continue to use reasonable efforts on your case. It does not remove your rights under clause 5.5 or clause 8.

5.8 Visa appointment and centre terms. Appointments are booked in your name and in line with the visa centre's own rules. Visa centres may cancel appointments booked in breach of their rules, so we do not resell appointments or book them using automated software.

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

6.1 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.

6.2 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.

6.3 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).

6.4 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.

6.5 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 7).

7. CHANGES AND CANCELLATIONS BY YOU

7.1 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.

7.2 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.

7.3 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.

8. IF SOMETHING GOES WRONG – REFUNDS AND YOUR RIGHTS

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

8.2 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.

8.3 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.

8.4 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).

8.5 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.

8.6 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.

9. PASSPORTS, VISAS AND HEALTH

9.1 Each traveller, including every child, must hold their own valid passport. Many countries require a passport to be valid for 3 to 6 months beyond your return date and to have blank pages. Schengen countries require it to have been issued within the last 10 years.

9.2 Before you travel, check the entry, transit and health requirements for your destination at www.gov.uk/foreign-travel-advice (or with the destination's embassy if you are not a British citizen). These may include electronic travel authorisations such as the US ESTA or EU entry systems, where they are in force. We will give you general information about visa requirements and approximate processing times when you book.

9.3 We strongly recommend that you take out suitable travel insurance from the time of booking.

10. YOUR RESPONSIBILITIES

10.1 You must: give us complete and accurate information and genuine documents; check every document, ticket and confirmation we send you and tell us straight away about any error; attend appointments on time; and follow airline check-in and reconfirmation requirements.

10.2 Please tell us promptly if your contact details change. Tickets and confirmations are sent electronically.

10.3 We may end our services if you behave abusively or threateningly towards our staff, or if you ask us to submit false information. If we do, clause 7.3 applies to any refund.

11. OUR LIABILITY

11.1 We are responsible for loss or damage that you suffer and that was a foreseeable result of our breaking this contract or failing to use reasonable care and skill. We are not responsible for loss that was not foreseeable, or for business losses.

11.2 Where we act as agent, we are not responsible for how the supplier performs its service, but we are responsible for our own errors in making the booking.

11.3 Our total liability for any claim is limited to the total price you paid for the booking or service concerned. We do not limit or exclude liability for: death or personal injury caused by our negligence; fraud; or anything that cannot be limited by law.

11.4 We are not responsible for failures caused by events outside our reasonable control, such as war, natural disaster, pandemic, government action, strikes or failure of third-party systems. If such an event prevents us providing a service, we will tell you and refund any payment for services not provided, less third-party fees that cannot be recovered.

12. COMPLAINTS

12.1 If you are unhappy, please contact us in writing at info@easyvisajourney.co.uk and follow our Client's Claim Procedure. We will acknowledge your complaint within 14 days and give you a full response within 28 days.

12.2 If you are still not satisfied, you may ask the Director, Syed Wasif Khalil, to review the decision. If we cannot resolve your complaint, we will tell you so in writing, give you details of an approved alternative dispute resolution (ADR) provider, and say whether we agree to use it. You may also go to the Small Claims Court at any time.

12.3 We welcome honest reviews, positive or negative. We do not pay for reviews, write reviews ourselves or hide genuine reviews.

13. YOUR PERSONAL INFORMATION

13.1 We use your personal information (including passport details) only to provide our services and to meet our legal obligations, as set out in our Privacy Notice at www.timelessholidays.co.uk. We share it only as needed with embassies, visa centres, airlines, hotels, insurers and our service partners. Where any of these are outside the UK, we use appropriate safeguards as required by UK data protection law.

14. GENERAL

14.1 These terms, together with your invoice or quotation, form the whole agreement between us. If there is a conflict, the invoice or quotation applies.

14.2 We may update these terms from time to time. The version you accepted when you booked applies to your booking.

14.3 These terms are governed by the law of England and Wales. You may bring proceedings in the courts of England and Wales, or, if you live in Scotland or Northern Ireland, in your local courts.

14.4 If any part of these terms is found to be unenforceable, the rest remains in effect.

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