Terms & Conditions

Your agreement with us

Depending on the type of travel arrangement you book, your contract will either be with Goodacre & Townsend Ltd or with another supplier of travel services (who will be named on your booking confirmation). Your contract will be with Goodacre & Townsend Ltd if we arrange a package holiday for you.

Where you book a single travel product or services (such as a flight or accommodation) Goodacre & Townsend Ltd act only as a booking agent for the supplier concerned (who will be named on your booking confirmation) and your contract is with that third party supplier and the booking conditions of that supplier will apply to your booking (and a copy of their terms and conditions will be provided with your booking confirmation).

By finalising your arrangements with Goodacre & Townsend Ltd, you are accepting these booking conditions and the conditions of any contracts made with any third party supplier(s) that apply to our booking and your travel arrangements.

All contracts with Goodacre & Townsend Ltd are made subject to these booking conditions and are subject to English law and the jurisdiction of the English Courts. No one other than a party to the contract shall have any rights to enforce any of its terms.

Financial protection

The Package Travel Regulations 1992 require us to provide security for the monies that you pay for any package arrangements made by Goodacre & Townsend and for your repatriation in the event of our insolvency. The air holiday packages offered by Goodacre & Townsend Ltd are ATOL protected by the Civil Aviation Authority. Our ATOL licence number is ATOL T7344.

PLEASE NOTE: ATOL protection does not apply to all holiday or travel services sold by Goodacre & Townsend Ltd. For the avoidance of doubt, any additional products or services, whether supplied by an agent or purchased from a third party supplier directly, are not covered under our ATOL licence. Goodacre & Townsend Ltd has no liability or responsibility in respect of such additional products sold via their agent or bought directly by you.

If you book a holiday with flights with a fully bonded UK Tour Operator via Goodacre & Townsend Ltd, then we act only as a booking agent for the supplier concerned. Your contract is with that supplier and their terms and conditions will be provided. Please ask us to confirm what protection may apply to your booking.

Where flights are not included in your booking then your holiday is protected through our membership of the Travel Trust Association. We hold TTA membership number U6979

Booking & paying for your holiday

The person making the Booking (the “Lead Passenger”) warrants that they are over 18 years of age and have authority to contract and accept these booking conditions on behalf of all those in respect of whom the booking is made. The Lead Passenger shall be ultimately responsible for all payments due for the relevant booking (whether or not the members of the party are paying separately).

When you wish to confirm your travel arrangements with Goodacre & Townsend Ltd you must pay a deposit. This will either be a sum equal to (i) 25-30% of the total value of the booking; or (ii) £250 per person, whichever the higher. The percentage referred in in part (i) will be confirmed at the time you place your booking. Payment of the balance of the cost of your booking is due not less than 10 weeks prior to departure. [If we do not receive payment of the balance in full and on time, we reserve the right to treat your booking as cancelled by you and, in which case, the cancellation charges (set out below) will apply.]

If you are booking within 10 weeks of departure, the full balance will be due when you make a booking.

Many airlines now require the full name and dates of birth of all passengers travelling. We will therefore ask you at the time of booking to provide us with your first forename (as shown in your passport) as well as your title and surname.

Where bookings include flights with airlines who require full payment in advance of booking, the full price of the flight(s) will be required at the time of booking (along with any deposit) and will be chargeable in the event of cancellation.

Where bookings include accommodation and ancillary services during periods of peak demand, suppliers may require full payment in advance of such bookings. In such instances, payment of the full price of the item being booked will be required at the time of booking (along with any deposit) and will be chargeable in the event of cancellation.

We accept various methods of payment, however please note that if you choose to pay by credit card, there will be a charge levied. You can of course opt for an alternative method of payment (ie by cheque or by debit card).

Tickets and other documents will normally be forwarded to you 10-14 days prior to your departure.


The price of your holiday will be confirmed on booking, When you have booked your holiday and paid your deposit, the price of your holiday as shown on your booking confirmation invoice is guaranteed and will not be subject to any changes or surcharges unless you elect to change the confirmed booking, in which case an administration fee may apply. Alteration of a booking within 10 weeks of departure date may incur additional costs.

At no time is Goodacre & Townsend Ltd liable to give a breakdown of costs due to the nature of the holiday bought by the client. Due to our financial commitments the Company is not able to make reductions in holiday prices should the GBP £ strengthen.

PLEASE NOTE: Most flight tickets cannot be changed without payment of cancellation charges and/or the cost of a replacement ticket. lt is important that correct names are provided at the time of booking and it is your responsibility to check names on first receipt of your confirmation invoice.

Cancellation by you

You, or any member of your party, may cancel your travel arrangements at any time. Any cancellation must be notified to Goodacre & Townsend Ltd in writing by the Lead Passenger. Cancellation will only come in to effect on the day written advice is received by Goodacre & Townsend Ltd. As we will incur costs of cancelling your travel arrangements, the following cancellation charges will apply:

Period before departure within which written cancellation is received % of holiday booking price payable
Up to 70 days prior to departure Forfeit of deposit
70-44 days prior to departure 30%
43-32 days prior to departure 60%
31-22 days prior to departure 75%
21-7 days prior to departure 90%
6-0 days prior to departure 100%

PLEASE NOTE: We strongly recommend that you take out full insurance at the time of booking because, if the reason for your cancellation is covered under the terms of you insurance policy, you may be able to reclaim loss of deposit or cancellation charges from your insurance policy.

PLEASE NOTE: that in the case of cancellation after receipt of tickets or travel documents, no refund will be given by Goodacre & Townsend Ltd unless unused tickets are returned to us.

PLEASE NOTE: if only some members of your party cancel, in addition to incurring the applicable cancellation charges, we may have to recalculate the holiday costs for the remaining travellers. Goodacre & Townsend Ltd reserve the right to charge for any additional costs including any extra room charges such as single room supplements.

Alteration to a confirmed booking whilst abroad

We regret that no credit or refund is possible for any unused services provided in the cost of your holiday. If you decide to alter your travel arrangements whilst abroad this is your own responsibility and Goodacre & Townsend Ltd or our ground agents are not responsible for any additional costs or difficulties that may arise with onward travel as a result of such alterations. No credit or refund is possible for any lost, mislaid, stolen or destroyed documents which could be the subject of a claim on your own travel insurance.

Cancellation or alteration by us

On occasions changes to your travel arrangements do have to be made, and we reserve the right to make these. Most of these changes are minor. However, if we consider them a significant change we will endeavour to advise you as soon as reasonably possible.

In the case of a significant change (such as a change in accommodation to a lower official category) before your departure date we will provide you with three alternatives:

  • (a) alternative travel arrangements of equivalent or of very closely similar standard and price, if available;
  • (b) alternative travel arrangements of a lower standard together with a refund of the difference in price; or
  • (c) cancel your holiday with a full refund of all monies paid

In all 3 cases, minimum compensation will be paid as detailed below unless the change occurs as a result of circumstances beyond our control:

Period before departure within which a significant change is notified to you Compensation per person
More than 60 days Nil
59-29 days £10
28-15 days £20
14-7 days £30
6-0 days £40

This standard payment will not affect your statutory or other rights. We will only make one payment for each full fare paying adult in the booking. If the value of your booking is less than the compensation outlined, we will pay compensation only to the value of the booking.

PLEASE NOTE: Where Goodacre & Townsend Ltd act as booking agent, your contract with the third party supplier may allow them to cancel or amend bookings. Goodacre & Townsend Ltd will ensure that you are notified of any significant changes as soon possible but accept no liability for any changes or costs incurred that may result from any such changes.

Changes beyond our control

Compensation will not be payable if a significant change is made for reasons beyond our control, these include any event which we (or the supplier of the services in question) could not, even with all due care, foresee or avoid such as war or threat of war, civil strife, riot, terrorist activity, industrial dispute, natural or nuclear disaster, fire, epidemics, sickness, health risks, actual or potential severe weather conditions, hurricanes, closed or congested airports or ports, changes due to rescheduling or cancellation of flights by an airline, or any other similar event.

Our responsibilities

Goodacre & Townsend Ltd applies all reasonable checks to ensure that those involved in the preparation and provision of your holiday maintain the appropriate standards. We only look to work with recommended and reputable destination specialists and luxury hotels but we do not carry out any health and safety procedure checks of the properties we supply as part of our holiday packages or any specific checks of any ground agencies we work with. The descriptions, information and opinions provided by us in respect of airlines, hotels and other suppliers whose services are used are given in good faith.

We will accept responsibility if due to fault on our part (or that of our agents or suppliers) any part of your holiday arrangements booked before your departure from the UK is not as described by us or not of a reasonable standard as a result of our failure, or if you or any member of your party is killed or injured as a result of an activity forming part of those holiday arrangements. We do not accept responsibility if and to the extent that any failure of your holiday arrangements, or death or injury is not caused by any fault of ours (or our agents or suppliers) but is caused by you, or is caused by a third party not connected with your holiday arrangements or is due to unforeseen circumstances which, even with all due care, we (or our agents or suppliers) could not have anticipated or avoided. We will, endeavour to afford general assistance to all our clients in the event of illness, injury during the period of your holiday.

Our liability, except for claims involving personal Injury, illness or death, shall be limited to twice the price of your holiday paid by the person affected (not including insurance premiums and amendment charges). We will only have to pay this maximum amount if everything has gone wrong and you have received no benefit from your holiday. Where enjoyment of only some days has been affected, we will refund reasonable related expenses and pay a daily sum of compensation up to £50 per day per person affected.

If any failure in your holiday arrangements relates to, or if you or any member in your party is killed, injured or becomes ill during or as a result of, carriage by aircraft, ship, tram or coach forming part of the holiday arrangements booked before departure from the UK, our liability to pay compensation and/or the amount of compensation we will pay is limited in accordance with relevant international conventions, as amended, namely the Warsaw Convention, the Geneva Convention, the Berne Convention, the Athens Convention and the Pans Convention. Copies of all relevant conventions are available from the Goodacre & Townsend on request.

PLEASE NOTE: where you book a single travel product or service with Goodacre & Townsend Ltd we are responsible for exercising reasonable care and skill when making necessary arrangements with the third party supplier and in selecting such suppliers. Goodacre & Townsend Ltd are not responsible for the provision of such products or services or any loss or injury suffered as a result of those products of services.

Responsibility of the client

It is your responsibility to arrange any passports, visas, health certificates, International Driving Licences and other travel documents required for the holiday, and to ensure that these are all in order. Goodacre & Townsend Ltd do not accept any responsibility if you are unable to travel due to failing to comply with any such requirements and you will be responsible for meeting any additional costs incurred (whether by you or by Goodacre & Townsend Ltd on your behalf) as a result.

We strongly recommend that you take out adequate travel insurance for the duration of your holiday.

Flight routings & timing and airport delays

The flight timings detailed on your booking confirmation invoice are for general guidance only and are subject to change. The latest timings will be shown on your tickets. You must accordingly check your tickets very carefully immediately on receipt. It is possible that flight times may be changed even after tickets have been despatched - we will contact you as soon as possible if this occurs.

Goodacre & Townsend Ltd are not always in a position to confirm the airline, aircraft type and airport of destination which will be used in connection with any flight included in your holiday When this information is provided at the time of booking or subsequently, it may be subject to change. Any such change will not entitle you to cancel or change to other arrangements without paying our normal charges. We are not in a position to assist in the event of a delay. The airline will be responsible for making any necessary arrangements.

If we are alerted to a significant schedule change to your flight by your airline before you leave the UK, we will endeavour to contact you to advise you. Goodacre & Townsend Ltd has no control over airline schedule changes and accepts no liability for any costs that may arise as a result of such changes. It is your sole responsibility to check that any additional flights you have booked are operating as booked and check in on time for such flights.


If you have cause for complaint whilst on holiday, you must bring it to the attention of our local representative or agent, the hotel or the emergency contact numbers provided with your travel documents immediately. They will do their best to rectify the situation. If you do not raise concerns immediately, this may affect our ability to investigate and take remedial action and it may impact on the way your complaint is dealt with.

Data protection

In order to administer your booking we must process your personal details and may need to pass on your personal details to the relevant third party suppliers of your travel arrangements. We will only pass on your information to persons responsible for your travel arrangements.

We would also like to hold your information for marketing purposes. If you do not wish to be contacted by Goodacre & Townsend Ltd for marketing purposes please let us know as soon as possible.