Flex Travel – Booking Terms & Conditions

• All bookings must be made online via our website: www.flex-travel.co.uk.
• Bookings cannot be made by phone or via third parties unless expressly authorised by Flex Travel.
• Your booking is confirmed once payment is received and a confirmation email is issued.
• Your trip details can be accessed anytime in your Customer Account area.
• Please check your confirmation carefully and notify us immediately of any errors.
• The lead booker is responsible for all payments and for providing accurate passenger information.

• All queries are handled by email: bookings@flex-travel.co.uk.
• Email support hours: 09:00–21:00 daily. We aim to reply within 24 hours.

• Full payment (or a deposit where stated) is due at booking unless otherwise shown.
• We accept debit/credit cards and secure online payments via PayPal (Pay in 3) and Klarna.
• All prices are in GBP and include VAT where applicable.
• Any balance must be paid by the due date shown on your confirmation.

If you need to cancel, please email us as soon as possible. The following charges apply:

• More than 28 days before travel: Full refund minus a £10 admin fee per person.
• 14–28 days before travel: 50% of the total trip cost retained.
• Less than 14 days before travel or no-show: No refund.

Refunds are returned to the original payment method. PayPal/Klarna refund timings are subject to their own policies.

• If we cancel a trip, you may choose a full refund or transfer to another trip/date of equal value.
• We may adjust itineraries/timings due to events beyond our control (e.g., ferry disruption, traffic, weather).
• Some trips require minimum passenger numbers. If not met, you’ll be offered a refund or alternative.

• You are responsible for ensuring all passengers carry valid tickets and ID as required.
• European trips: each passenger must hold a valid passport and any required visas or entry documents.
• Flex Travel cannot be held responsible for passengers denied travel/entry due to incorrect or missing documentation. No refund or compensation will be provided in these circumstances.

• Children under 16 must travel with a responsible adult.
• Infants (0–2 years) may travel free on selected trips but will not be allocated a seat unless paid for.
• Blue Light Card and Teacher discounts require valid ID at the time of booking.

• We may refuse travel to anyone whose behaviour is disruptive, unsafe, or causes distress to others.
• Smoking and alcohol consumption are not permitted on board our coaches.
• Please follow all instructions from our drivers and staff for your safety and comfort.

We recommend taking out suitable travel insurance to cover cancellations, delays, medical needs, and personal belongings. Insurance is not included in your booking.

• We are not liable for loss, injury, delay, or damage arising from events beyond our control (e.g., traffic, weather, strikes, ferry cancellations).
• Our total liability will not exceed the total cost of your booking.
• We are not responsible for the acts/omissions of third-party suppliers or attractions.

• Please raise any issues with your driver or tour representative immediately so we can help on the spot.
• To submit a formal complaint, email us within 14 days of return with your booking reference and full details.

We only use your personal information to manage your booking and (if you opt in) to send Flex Travel offers. We do not share your data with third parties except where necessary to fulfil your travel arrangements. See our Privacy Policy for full details.