Refund Policy

1. Legal Framework

This policy is governed by and interpreted in accordance with:

• The Consumer Rights Act 2015

• The Package Travel and Linked Travel Arrangements Regulations 2018

• Other applicable UK consumer and travel laws

Nothing in this policy affects your statutory rights under UK law.

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2. General Refund Conditions

1. Horizon Booking Travel and Services acts as an agent for third-party travel suppliers (including airlines, hotels, tour operators, and transport providers), unless otherwise stated.

2. Refund eligibility, refund amounts, and cancellation terms are determined primarily by the individual supplier’s terms and conditions.

3. Any service, booking, or administrative fees charged by Horizon Booking Travel and Services are non-refundable, except where UK law requires otherwise.

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3. Customer Cancellations

1. Customers may cancel a booking by contacting our customer support team in writing or via their online account (where available).

2. Cancellation requests must be received before the travel service begins.

3. Where a booking is refundable, refunds will:

   • Be processed in accordance with the supplier’s cancellation policy, and

   • Be subject to applicable cancellation charges, penalties, and non-refundable fees.

4. Some travel services may be non-refundable or partially refundable, including:

   • Discounted or promotional fares

   • Special event or limited-availability bookings

   • Last-minute reservations

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4. Package Holidays (UK Regulations)

1. Where your booking qualifies as a package holiday under the Package Travel and Linked Travel Arrangements Regulations 2018, you may have additional rights, including:

   • A full refund if the package is cancelled by the organiser, or

   • A refund or alternative arrangement where significant changes are made.

2. If unavoidable and extraordinary circumstances occur at the destination, customers may be entitled to cancel without paying a termination fee, subject to the Regulations.

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5. Supplier Cancellations or Changes

1. If a travel service is cancelled or significantly changed by the supplier, refund eligibility will be determined by the supplier’s terms and applicable UK law.

2. Horizon Booking Travel and Services will assist customers in obtaining:

   • A refund,

   • A credit or voucher, or

   • An alternative booking, where available.

3. We are not responsible for additional costs such as visa fees, insurance premiums, or personal expenses.

 

6. No-Shows and Unused Services

1. Failure to attend or use a booked service (“no-show”) may result in no refund, subject to supplier terms.

2. No refunds will be issued for unused or partially used services unless required by law or expressly permitted by the supplier.

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7. Refund Processing Time

1. Approved refunds will be returned to the original payment method used at the time of booking.

2. Refunds are typically processed within 7 to 30 business days, depending on supplier confirmation and banking processes.

3. Delays caused by third-party suppliers, payment processors, or banks are outside our control.

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8. Force Majeure / Unavoidable Circumstances

We are not liable for refunds arising from events beyond our reasonable control, including but not limited to:

• Natural disasters

• Government restrictions or border closures

• Public health emergencies

• Industrial action or airline operational issues

Refunds in such cases will be handled in accordance with supplier policies and UK law.

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9. Chargebacks and Payment Disputes

1. Customers are encouraged to contact Horizon Booking Travel and Services before initiating a chargeback or payment dispute.

2. Unjustified chargebacks may result in account suspension and restriction of future bookings.

3. Any costs incurred due to invalid chargebacks may be recovered where legally permitted.

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10. Policy Changes

Horizon Booking Travel and Services reserves the right to update this Refund Policy at any time. Any changes will take effect immediately upon publication on our website.

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11. Contact Information

For refund requests or enquiries, please contact:

Email: support@horizonbooking.com