Terms & Conditions

The first and foremost responsibility of any traveller is to read and comprehend the terms and conditions before finalising a booking. These documents delineate the rights and obligations of both parties involved in the transaction. For instance, the definitions used within these terms clarify that “you” and “your” refer to all individuals named in the booking, including any later additions or substitutions. This is crucial in understanding who is covered under the contract and what rights they possess.

A significant aspect of NXS GRP Ltd’s offerings is its package holidays. According to the Package Travel and Linked Travel Arrangements Regulations, customers who book a package holiday enjoy enhanced protections under EU law. This means that NXS takes full responsibility for the performance of the entire package, ensuring that all components, from accommodation to transport, are delivered as promised.

Moreover, in the event of insolvency, NXS GRP Ltd has provisions in place to refund payments and facilitate repatriation if transport is included in the package. This regulatory framework safeguards the traveller’s investment and ensures a safety net in times of distress. For those interested in the specifics of these regulations, detailed information can be found at the official UK legislation website.

Conversely, if you opt for non-package bookings – where you select one travel service and subsequently add others – your rights under the aforementioned regulations do not apply. In this scenario, NXS GRP Ltd acts merely as an agent, and the responsibility for the performance of these additional services lies with the individual service providers. This distinction is critical for travellers, as it places the onus on them to resolve any issues directly with the service provider rather than through NXS GRP Ltd.

NXS GRP Ltd may act either as an agent or as a principal, depending on the type of booking you make. Your booking confirmation or ATOL Certificate will specify which role applies to your travel arrangements.

When we act as an agent:
NXS GRP Ltd’s role as an agent means that when you book individual or additional travel services (such as standalone hotel, flight, or car hire bookings), your contract is directly with the relevant service provider. Their specific terms and conditions will govern that relationship, and travellers must familiarise themselves with those conditions to understand their rights and obligations. By proceeding with a booking, customers acknowledge that they have read and understood the service provider’s terms and conditions and agree to be bound by them.

This agent-principal relationship indicates that NXS GRP Ltd is not liable for any breaches of contract or negligent acts committed by the service providers or their representatives. Therefore, it is essential for travellers to conduct due diligence on the service providers they engage with, to ensure that their expectations align with the services offered.

When we act as principal (tour operator):
When you book a package holiday with NXS GRP Ltd (as defined under the Package Travel and Linked Travel Arrangements Regulations 2018), your contract is directly with NXS GRP Ltd. In these circumstances, we are the principal organiser of your holiday and responsible for the proper performance of the package. We will issue an ATOL Certificate (where applicable) confirming your financial protection and the components included.

When acting as principal, we accept responsibility for your holiday as a whole, subject to these booking conditions. Any refunds, amendments, or cancellations will be managed directly by NXS GRP Ltd in accordance with our own terms and the applicable regulations.

Nexus operates as a trading name of NXS GRP Ltd, which is registered in England with company number 16028155. Our registered office is located at The Stables, Little Coldharbour Farm, Lamberhurst, Tunbridge Wells, Kent, TN3 8AD.

We possess an Air Travel Organiser’s Licence issued by the Civil Aviation Authority (ATOL number 12740).

For inquiries, you can reach us at the following numbers:

+44 (0) 330 633 0205 (UK working hours)

+44 (0) 0330 633 0205 (outside UK working hours)

Contact numbers for your specific hotels and local representatives (if applicable) can be found on the contact sheet and/or vouchers included in your travel package.

To book a holiday, you can either use our website or call us to request a quotation. Once you are satisfied with the quotation and have read and agreed to our Terms and Conditions, you have three options:

• log into the myNexus section of our website to review your itinerary and quotation, followed by paying the required deposit online via credit or debit card;
• call your consultant to process your booking and deposit over the phone; or
• request a secure payment link via email.

The individual indicated on the quotation (“Lead Passenger”) must be authorised to make the booking under these Terms and Conditions by all individuals listed in the booking, as well as by their parent or guardian for any party members under 18 at the time of booking. The Lead Passenger must also be at least 18 years old when making the booking. By paying the deposit, the Lead Passenger agrees to these Terms and Conditions, as well as those of our third-party suppliers, on behalf of all party members and confirms their authority to do so.

The Lead Passenger is responsible for:

a) all payments due to us;
confirming all travelling passenger details to us; and
the passing on to all travelling passengers of any and all information issued by us (including these Terms and Conditions).

b) Given the nature of the holidays we organise, we may not always be able to confirm every requested detail at the time of booking. Once we have a reasonable expectation that the essential components of your holiday will be available, we will proceed with processing your payment, at which point a contract between you and us will be established, as detailed below. If, for any reason, we do not anticipate the availability of the key elements of your holiday, we will refrain from processing your payment and will inform you accordingly, meaning that no contract will be formed between us. Please note that processing your payment does not guarantee or imply that your requested arrangements will be provided or confirmed. If you submit your booking request online, any electronic acknowledgment of receipt does not constitute a confirmation of the booking.

It may take two weeks or more to obtain confirmation of all elements from our suppliers. In some instances, it might not be possible to confirm all requested elements, which may necessitate changes before a contract is finalised between us. Occasionally, we may need to cancel a booking prior to issuing the confirmation invoice (and forming a contract) if our supplier cannot confirm all key components or if we cannot provide suitable alternative arrangements. In such cases, if we cannot offer any acceptable alternatives, we will refund all payments you have made to us. However, no compensation will be provided in this situation.

c) A contract between you and us will be established when we process your credit/debit card payment for your deposit or initial payment into our account and provide you with a confirmation invoice. If we have received your payment but are unable to confirm your booking arrangements, we will issue a deposit receipt letter acknowledging your payment. Please note that this deposit receipt letter is not a confirmation invoice and does not create a contract between you and us. A confirmation invoice will only be issued when we have a reasonable expectation that your booking arrangements are available, and it is at this point that a contract between you and us will exist.

The arrangements outlined in your confirmation invoice are those that we are contracted to provide for you. Please be aware that these arrangements are subject to the terms and conditions of our end suppliers, as well as their fulfilment of their contractual obligations. If your confirmed arrangements include a flight, we will provide you with an ATOL Certificate. Both the confirmation invoice and the ATOL Certificate will be sent to the Lead Passenger.

It is essential that you review these documents carefully as soon as you receive them. If you find any information on the confirmation invoice, ATOL Certificate, or any other document to be incorrect or incomplete, please contact us immediately, as it may be difficult to make changes at a later date. We regret to inform you that we cannot accept any liability if we are not notified of any inaccuracies in the documentation within ten days of sending it (seven days for tickets). Additionally, you must ensure that the names of all party members provided at the time of booking match exactly as they appear on each individual’s passport that will be used for travel on this booking.

d) A deposit, as outlined in your quotation or as communicated by your travel consultant, must be paid at the time of booking. The amount of the deposit may vary depending on the specific travel arrangements being made, and in some cases, additional deposits may be required. There may be instances where full payment is necessary at the time of booking, such as for non-refundable flights. If this situation applies to your booking, we will notify you before the booking is finalised or may ask for an additional deposit after the booking has been made.

The remaining balance of your holiday cost must be received by us at least 90 days prior to your departure date. For bookings made within 90 days of departure, full payment is required at the time of confirmation of your booking. The date by which the balance payment must be made will be indicated on the confirmation invoice. If we do not receive all payments due (including any applicable surcharges) in full and on time, we will assume that you intend to cancel your booking. In such cases, the cancellation charges specified in clause 4 will apply, and we will send you a written notice of cancellation along with a cancellation invoice.

Payments can be made securely via payment link, debit card, credit card, or bank transfer.

e) If you book online or provide us with an email address, we will communicate with you via email. Your confirmation invoice and any other relevant documentation will be sent to you electronically. Therefore, it is important for you to regularly check your email. Upon receiving your confirmation invoice and other documents, please review them carefully. If we are unable to reach you by email for any reason, we may contact you by telephone or post. Some documents may need to be sent to you via postal mail. References in these Terms and Conditions to “send” and “in writing” include email communications.

You can reach out to us via email for any matters outlined in these Terms and Conditions (for instance, to request a change) as long as you direct your inquiries to your Travel Consultant’s email address.

ATOL Protection

When you buy an ATOL protected flight or flight inclusive package from us you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong.

We, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder.

However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable).

If we, or the suppliers identified on your ATOL Certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.

ATOL Protection and Scope of Financial Protection

Some of the flights and flight-inclusive holidays on this website are financially protected by the ATOL scheme. However, ATOL protection does not apply to all holiday and travel services listed on this website.

This website will provide you with information on the protection that applies in the case of each holiday and travel service offered before you make your booking. If you do not receive an ATOL Certificate, then the booking will not be ATOL protected. If you do receive an ATOL Certificate but all the parts of your trip are not listed on it, those parts will not be ATOL protected.

Please see our booking conditions for further information, or for more information about financial protection and the ATOL Certificate, visit www.caa.co.uk

Financial Protection Membership
We are a member of Protected Trust Services (membership number 6244). Your payments are held in a secure and ring-fenced HSBC trust account that is managed by external trustees. You can verify our membership by contacting PTS directly.

For package bookings, if you wish to make any alterations to your confirmed holiday, the Lead Passenger must notify us in writing as soon as possible. While we will do our best to accommodate your request, we cannot guarantee that every change can be fulfilled. If we are able to process the requested change, we will provide you with a quote that outlines any additional costs incurred by us as well as any costs or charges imposed by our suppliers.

Please note that some arrangements are priced based on the number of people in the booking. If you wish to change the size of your party, the per person cost of the holiday for the remaining members may increase significantly. Additionally, certain airline tickets (such as advance purchase and net fare tickets) and other travel services may be non-changeable once booked, which could result in considerable costs (sometimes up to 100% of the price for that part of the booking). Any such charges will be required in addition to the amendment fee outlined above.

Transfer of Booking
If any member of your party is unable to travel, they may transfer their place to another individual, provided that the following conditions are met:

1. Written Request: The transfer must be requested by the Lead Passenger in writing at least 7 days before the departure date.
2. Supplier Acceptance: All suppliers and third parties must accept the transfer of names or be able to re-book. Please note that airline tickets are rarely transferable, and any requests for transfers or alterations may incur a cancellation charge of up to 100% of the ticket price.
3. Authorisation: The Lead Passenger must sign an authorisation to transfer the holiday to the new individual.
4. Transferee Conditions: The transferee must satisfy all conditions applicable to the contract with us (including, but not limited to, these Terms and Conditions).
5. Travel Insurance: The transferee must confirm that they have valid travel insurance.

If a transfer can be made to a person of your choice, all additional costs and charges incurred by us and/or imposed by our suppliers will be due. Any outstanding balance payment must also be received prior to the transfer being processed. Both the Lead Passenger and the transferee remain jointly and severally liable for the payment of all sums due.

If you are unable to find a replacement for the booking, cancellation charges as outlined in these booking conditions will apply.

Important Note – Certain arrangements may not be amendable or transferable after they have been confirmed. Any alteration could result in a cancellation charge of up to 100% of that part of the arrangements.

Cancellations must be communicated to us in writing by the Lead Passenger. Your cancellation notice will only be considered effective once we receive it in writing at our offices. Since costs are incurred from the moment your booking is confirmed, all deposits are strictly non-refundable, regardless of the reason for cancellation.

Cancellations must be submitted in writing and will take effect from the date we receive your notice. The cancellation will pertain to the entire booking. If you wish to cancel for a specific member of your party, please refer to clause 3 (Alterations by You & Transfer of Booking). Please note that late booking and amendment fees are non-refundable in the event of cancellation.

Cancellation charges:

Please note that late booking fees, amendment fees, and our agency service fees are also non-refundable.

If a service provider subsequently issues a refund after cancellation, we will pass this on to you only after deducting the non-refundable deposit, any non-refundable service fees, and any charges retained by the provider.

Cancellation by You Due to Unavoidable and Extraordinary Circumstances
You have the right to cancel your confirmed arrangements without incurring the cancellation charges mentioned above if unavoidable and extraordinary circumstances arise at your holiday destination or in its immediate vicinity that significantly impact the performance of your arrangements or hinder your transportation to the destination. This clause does not apply if you choose not to travel for personal reasons. In such cases, we will provide you with a full refund of any payments you have made to us; however, we will not be liable to offer any additional compensation. For more information on Force Majeure Events, please refer to clause 9.

Most changes will be minor in nature and will not entitle you to a refund or the option to change your holiday, and no compensation will be due. Examples of minor changes include, but are not limited to, a change in flight time of 12 hours or less, a change in airline (except as specified in clause 16 ‘Flights’), a change in the type of aircraft (if notified), a change in accommodation to the same category or a higher one, or a change in the destination airport.

In the event that we need to make a significant change, we will notify you as soon as possible. Examples of significant changes include, but are not limited to:
a change in your flight departure time by more than 12 hours;
a change of your departure or arrival airport to one that is significantly more inconvenient to you (this clause shall not apply to London airports);
a change in your destination; or
a change of accommodation to that of a lower standard.

If we notify you of a significant change to your booking after it has been confirmed, you have the following options:
Accept the changes made (in the case of significant changes);
Choose an alternative holiday from us, if available, that is of a similar standard to your original booking. If the alternative is less expensive, we will refund the price difference. If it is more expensive, you will need to pay the difference;
Cancel your booking and receive a full refund of all amounts paid to us.

Please be aware that no compensation will be provided, and the options listed above will not apply if we cancel due to your failure to meet any requirements outlined in these Terms and Conditions that give us grounds for cancellation (such as late payment) or when the change is deemed minor.

In the event that we need to make a significant change to or cancel your booking, we will provide reasonable compensation when applicable, with a minimum of £100 and a maximum of £500 per booking, depending on the specific circumstances and the timing of the notification regarding the significant change or cancellation, subject to the exceptions detailed below..

Compensation will not be payable, and we will not accept any liability beyond the options outlined above under the following circumstances:
If we are compelled to make a change or cancel due to unavoidable or extraordinary circumstances beyond our control;
If we must cancel because the minimum number of bookings required to operate your holiday has not been met (as previously indicated);
If your booking is canceled or a significant change is made (which you accept) prior to or at the time of confirming your booking, as stipulated in clause 1b.

In the event that our third-party suppliers are unable to provide a significant portion of the services you have booked with us after your departure, we will, where feasible, make suitable alternative arrangements for you at no additional cost. If deemed appropriate under the circumstances, we will also provide reasonable compensation. Should your holiday need to be curtailed due to unavoidable and extraordinary circumstances, we will arrange your repatriation or provide up to 3 nights of accommodation. Furthermore, we will supply documentation for your insurer detailing the value of any arrangements you were unable to utilise, as well as any additional costs incurred directly with us.

All prices published on our website and in marketing materials are for guidance purposes only and are based on exchange rates effective at the time of publication. While we make every effort to ensure that prices are accurate at the time of publication, we cannot guarantee their accuracy. Please be aware that changes and errors may occur. It is your responsibility to verify the price of your chosen holiday at the time of booking.

We reserve the right to modify or correct errors in any quoted or published prices at any time prior to the establishment of a contract between us, as well as to rectify any obvious errors in the prices of confirmed bookings. If a booking is made when a pricing error is evident, the booking will be considered invalid, and we may cancel the booking and issue a refund (unless you choose to pay the correct price).

For package bookings, once the price of your chosen holiday is confirmed on your confirmation invoice, we will only increase the price, subject to the correction of obvious errors, in the following circumstances:
If the cost of transportation increases due to higher fuel prices or other energy sources;
If there is an increase in taxes or fees included in the booking, imposed by third parties not directly involved in the execution of your booking, such as tourist taxes, landing taxes, or embarkation/disembarkation fees at ports and airports;
If there are changes in the exchange rates relevant to your booking.
If the price increase exceeds 10% of the total holiday cost (excluding any amendment fees), we will notify you no later than 14 days before your departure date. In this case, you will have the right to cancel your booking within 14 days of our notification and receive a full refund of all amounts paid to us (excluding any amendment fees). We will cover any price increases that amount to 2% or less of your holiday cost, and if the price decreases by 2% or less, we will not issue a refund for that amount.
If you do not inform us within 14 days of your desire to cancel your booking, we will assume that you wish to proceed and will accept the price increase. Any increase in price must be paid with the balance of your holiday cost or within 14 days of the date printed on the revised invoice, whichever is later.

Should the price of your holiday decrease by more than 2% due to the aforementioned factors, any refund due will be issued to you, minus an administration charge. Please note that some apparent changes may not affect the overall price of your holiday due to contractual agreements with various third-party suppliers.

In accordance with Air Navigation Orders, an infant must be under 2 years of age on the date of their return flight to be classified as an infant. Should it become legally necessary for infants to occupy their own airline seats, we will be required to pass this cost on to any guests traveling with an infant, as specified above.

It is a condition of booking that you obtain or arrange comprehensive insurance coverage for personal liability, medical expenses (including repatriation), and trip cancellation, effective from the date the contract between us is established until the completion of your holiday. When securing travel insurance, it is essential to ensure that the policy adequately addresses your specific holiday needs and that the insurer is informed of both the type and destination of your travel, as well as any activities you plan to engage in that may be considered high risk, such as skiing, scuba diving, white-water rafting, travel by light aircraft, paragliding, kite surfing, wind surfing, safaris, or mountain trekking.

Please verify that you are fully covered, particularly regarding the maximum cancellation amount, as we may need to reference this in the event of an accident. If you do not arrange the aforementioned coverage, we reserve the right to refuse your booking and/or cancel your holiday. In any case, we will not be liable for any expenses, losses, or damages incurred as a result of your failure to comply with this clause or the stipulations of your travel insurance policy. We strongly recommend that you carefully review your policy details and carry them with you during your holiday. Ultimately, it is your responsibility to ensure that the insurance coverage you purchase is suitable and adequate for your specific needs.

The Lead Passenger is responsible for ensuring that all members of the travel party possess all necessary travel and health documents prior to departure. This includes, but is not limited to, passports, visas, vaccination records, driving licenses, and any required health documentation. All costs associated with obtaining these documents must be borne by you. While we can provide general information, it is essential that you verify the specific requirements for your situation with the appropriate Embassies, Consulates, and your personal physician as needed. Travel and documentation requirements can change, so it is crucial to check the most current information well in advance of your departure, particularly concerning the countries you will be visiting or transiting through, as well as any requirements for your return. See  for further details

At the time of booking, we will provide information regarding passport, visa, and health requirements for British Citizens. However, we strongly recommend that you reach out to the relevant embassy or consulate, as well as your doctor, well in advance of your travel to confirm the latest regulations and advice, as these can change unexpectedly. Currently, obtaining a full British passport can take 21 days or more. If you or any member of your party is 16 years or older and does not yet possess a passport, we advise applying for one at least two months before your holiday. The UK Passport Service must verify your identity before issuing your first passport, which may involve an interview.

Many countries require that your passport be valid for at least 6 months beyond your return date, and airline or immigration officials may deny entry if this condition is not met. Additionally, please ensure that the name on your passport matches the name on your airline tickets and that your passport has at least one blank page for immigration stamps.

If you or any member of your party is not a British citizen or holds a non-British passport, it is essential to check the passport and visa requirements with the embassy or consulate of the countries you will be visiting or transiting through. If you plan to combine business with your holiday or intend to stay for more than 30 days, different or additional visa requirements may apply. In such cases, please consult the relevant embassy or consulate for further guidance.

If you are travelling for your honeymoon, we recommend carrying your Marriage Certificate. However, please note that airlines require the name on your passport to match your flight tickets, even if you are newly married. Therefore, if you plan to travel under your married name, ensure that your passport has been updated accordingly prior to your holiday.

Proof of mandatory vaccinations is mandatory for many places based on recent travel history and current regulations. It is your responsibility to be informed about all recommended vaccinations and health precautions well in advance of your departure. Please keep in mind that some vaccinations and prophylactic treatments must be initiated up to 6 weeks prior to travel. Health requirements and recommendations may change, so it is essential to verify the most current information ahead of your departure.

If you have any medical conditions or require special assistance, such as wheelchair access, you must notify us before booking your holiday.

We regret to inform you that we cannot accept liability if you are denied entry onto any mode of transport or into any country due to your failure to carry the necessary documentation or comply with passport, visa, immigration, or health requirements. Should any lack of essential travel documents result in costs, charges, expenses, fines, surcharges, or other financial penalties incurred by us, you will be responsible for reimbursing us for all such expenses.

Except where clearly stated otherwise in these Terms and Conditions, there may be occasions when our ability to meet our obligations under our contract with you, or to do so in a timely manner, is disrupted or affected by unavoidable and extraordinary circumstances (“Force Majeure Events”).

In these Terms and Conditions, “Force Majeure” refers to any event that neither we nor the service provider could have reasonably foreseen or prevented, even with all due diligence. Such events may include, but are not limited to, political conflicts, civil unrest, acts of war, threats of war, riots, actual or anticipated terrorist activities and their consequences, border closures, strikes or labor disputes (whether actual or threatened), unforeseen technical problems with machinery, epidemics and pandemics, outbreaks of infectious diseases, health risks, unexpected technical difficulties with transport or equipment, government interventions, natural or nuclear disasters, volcanic eruptions, fires, floods, explosions, adverse weather conditions, closures or restrictions at airports, ports, or in airspace, travel limitations enforced by regulatory authorities or third parties, sanctions, actions taken by governments in the UK or abroad, and acts of God, along with any other similar events beyond our or our suppliers’ control.

A Force Majeure Event also includes the UK Foreign Office advising against all travel, or all but essential travel, to any destination, region or country.

NXS GRP Ltd enters into contracts on your behalf with third-party suppliers to arrange the majority of your accommodation, services, and transportation. As a result, your bookings will be subject to the additional terms and conditions set forth by these suppliers, including any relevant regulations and conventions that apply to them. If your booking includes flights, your travel may be governed by specific conditions of carriage and international conventions. You acknowledge that the airline and/or transportation provider’s conditions of carriage will govern your journey.

In facilitating your transportation, we rely on the terms and conditions outlined in these international conventions and the associated conditions of carriage. You recognise that all of these Terms and Conditions are integral to your agreement with us, as well as with the airline and/or transportation provider.

Additional terms and conditions from our third-party suppliers that apply to your booking are available upon request. To obtain this information, please contact your NXS GRP Ltd travel consultant.

Please note that these conditions may limit or exclude liability to you. Additionally, many of our third-party suppliers may require you to sign a waiver of responsibility, which could limit certain rights you may have regarding those suppliers.

Any claims for loss and/or damage to luggage or personal belongings (including money) must initially be directed to your travel insurance provider. Should NXS GRP Ltd be found liable for any uninsured loss and/or damage to your luggage or personal possessions (including money), the maximum compensation we will provide is limited to £1,000. Any payment will be contingent upon your ability to provide appropriate proof of the contents and value of the affected luggage or possessions, as well as evidence that you have exercised reasonable care for your property.

Please be aware that route schedules, itineraries, amenities, and modes of transport are subject to change without prior notice due to local conditions or events. These may include illness, mechanical failures, flight cancellations, strikes, political disputes, border entry issues, climate-related factors, and other unpredictable or unforeseen circumstances.

a) If you have made a package booking that is governed by the Passenger Travel Regulations, NXS GRP Ltd are committed to ensuring that all arrangements we have agreed to make, perform, or provide as part of our contract with you are carried out with appropriate skill and care. In accordance with these regulations, we accept liability for any death or personal injury that arises from negligent actions or omissions on our part, including those of our employees, agents, or suppliers, in relation to your contracted booking arrangements. In such cases, we will compensate you for damages that may be awarded under English Law, subject to the jurisdiction of England.

b) The compensation amount will be determined based on a comprehensive assessment of all relevant factors, including—though not limited to—whether the complaints procedure detailed in these Terms and Conditions was adhered to, and the extent to which any negligence on our part, or that of our employees or suppliers, influenced your holiday experience. Please be advised that it is your responsibility to provide evidence of any negligence on our part or that of our suppliers if you intend to pursue a claim against us.

c) NXS GRP Ltd shall not be held liable for any injury, illness, death, loss (including loss of enjoyment), damage, expense, cost, or any other claim of any nature arising from any of the following circumstances:
The actions and/or omissions of the individual(s) affected, or any member(s) of their travel party; or
The actions and/or omissions of any third party that is not associated with the provision of your holiday arrangements; or
Unforeseeable and extraordinary circumstances or Force Majeure Events, as described in clause 9 above.

d) In the event of a potential claim or complaint, the assessment will be based on the applicable laws and standards of the relevant destination, in conjunction with the information and documentation we provide. This will allow for a thorough evaluation of whether the services in question were delivered in accordance with the agreed-upon standards and expectations. We will consider various factors, including the nature of the services provided and the circumstances surrounding the situation, to ensure that any determinations made reflect both legal requirements and industry best practices.

If the services in question were delivered in accordance with the relevant local laws and standards, they will be deemed to have been provided satisfactorily. This holds true even if the services do not align with the laws and standards that would apply in the UK, had those services been rendered within the UK.

Our liability to you, except in instances involving death or personal injury, shall be capped at a maximum of three times the total cost of your holiday (excluding any amendment fees) that was paid by or on behalf of the affected individual(s). This limitation is subject to any lower thresholds or conditions imposed by applicable EU or international conventions, the details of which can be made available upon request.

It is important to note that this maximum compensation amount will only be disbursed in cases where you have not received any benefit at all from your holiday. We are committed to ensuring that our clients understand the parameters of our liability and the conditions under which compensation may be granted, thereby providing clarity in the event of any disputes or claims related to the services rendered.

f) In the event of any payment made, we reserve the right to deduct any amounts that you have received or are entitled to receive from any relevant service provider in relation to the complaint or claim in question.

g) We cannot accept liability for any damage, loss, expense, or any other claims of any nature that arise (i) from circumstances that were not foreseeable based on the information you provided regarding your booking prior to our acceptance of it, or (ii) that do not stem from a breach of contract on our part or from any fault attributable to us, our employees, or our suppliers, for whom we may be held responsible. Furthermore, we cannot accept liability for any claims, losses, or expenses that pertain to other business activities, including any loss of earnings experienced by clients who are self-employed. This limitation of liability is intended to clarify the scope of our responsibilities and the conditions under which claims may arise.

h) You are required to provide our insurers and us with any assistance that may be reasonably requested in relation to your claim or complaint. Additionally, you must notify both us and the relevant supplier about your claim or complaint, as detailed in clause 19 below. Should it be necessary, you must transfer to us or our insurers any rights you hold against the supplier or any other party responsible for your claim or complaint. If the individual in question is under the age of 18, their parent or guardian must complete this transfer on their behalf. Furthermore, you must agree to fully cooperate with our insurers and us if we seek to enforce any rights that have been transferred. This cooperation is essential to effective resolution and management of your claim or complaint.

For non-package bookings, our liability is strictly limited to situations where it can be demonstrated that we have failed in our duty to select service providers with reasonable skill and care, resulting in damage to you. In all other instances, we will not be held liable for any events that occur during your trip, nor for any actions or omissions of service providers, their employees, agents, suppliers, or subcontractors. Furthermore, we assume no liability in the following circumstances:
– If the service cannot be delivered as booked due to Force Majeure Events; and/or
– If you experience any loss or damage that could not have been reasonably anticipated at the time of your booking based on the information you provided; and/or
– If you incur any loss or damage associated with any business activities; and/or
– If any loss or damage pertains to services that are not included in our Contract with you, including but not limited to any additional services or facilities arranged directly by you, such as activities, tours, or excursions purchased during your stay.

In the event that we are found liable to you for any reason, our maximum financial obligation will be limited to three times the total cost of your booking with us. This limitation does not apply in cases involving death or personal injury.

We have made every reasonable effort to ensure that the descriptions, facts, and opinions presented on our website and in our itineraries are accurate at the time of publication. Please note that the opinions expressed are those of the individual authors, and photographs are only representative of specific destinations when explicitly captioned. The layout and furnishings of rooms depicted in images may vary over time.

Additionally, advertised facilities, services, schedules, and the offerings of our suppliers are subject to change. While we strive for accuracy, errors may occasionally occur. Therefore, it is essential that you verify all details of your selected holiday, including pricing, with us at the time of booking. We cannot accept responsibility for any descriptions, facts, or opinions contained in third-party or supplier brochures or promotional materials.

a) By booking with NXS GRP Ltd, you acknowledge and accept responsibility for any damage or loss caused by yourself or any member of your party. Full payment for any such damage or loss – reasonably estimated if the exact amount is not known – must be made directly to the accommodation owner, manager, or relevant supplier, or to us, at the earliest opportunity. Should the actual cost of the loss or damage exceed the estimated amount paid, you will be responsible for paying the difference once it is determined. Conversely, if the actual cost is less than what was initially paid, the difference will be refunded to you. Additionally, you will be liable for any claims made against us and for all costs incurred by us (including our legal fees and those of the other party) as a result of your disruptive behaviour or actions. We strongly recommend that you secure appropriate travel insurance to protect yourself in the event such a situation arises.

We expect all clients to demonstrate consideration for others. If, in our reasonable judgment or that of any other authority figure, you or any member of your party engages in behaviour that causes, or is likely to cause, injury, danger, distress, offence, or upset to our staff, the staff of our suppliers, other customers, or third parties, or results in damage to property, we reserve the right to terminate the holiday of the individuals involved without prior notice. In such instances, you or the individuals concerned will be required to vacate the accommodation or other services immediately. We will have no further responsibility or liability toward you or those individuals, including any return travel arrangements or other losses incurred as a result of the termination. No refunds will be issued, and we will not reimburse any expenses or costs incurred due to this termination.

b) The travel experiences we provide are designed to be flexible and adaptable, accommodating a variety of alternatives and changes. As such, the outlined itinerary for each holiday should be regarded as a general guide rather than a binding commitment from NXS GRP Ltd. It is understood that routes, schedules, itineraries, amenities, and modes of transportation may be modified without prior notice in response to local conditions or unforeseen events. Such events may include illness, mechanical failures, flight cancellations, strikes, political disputes, entry or border challenges, adverse weather conditions, and other extraordinary circumstances (commonly referred to as Force Majeure Events).

You recognise that travel is inherently adventurous and may involve certain personal risks. These risks can encompass injury, illness, loss or damage to personal property, and various forms of inconvenience or discomfort. Certain activities included in your holiday may carry inherent dangers, and if you opt to participate, the local supplier may require you to sign an additional waiver form. It is your responsibility to ensure that you are physically fit to partake in these activities, that you have the necessary protective clothing and safety equipment, and that you take appropriate precautions to safeguard your own well-being and that of any children in your charge.

Please be aware that the laws, regulations, and standards governing travel services are those of the country in which the services are provided, not those of the UK. Generally, these requirements and standards may differ significantly from those in the UK and are often lower. Infrastructure standards in certain foreign countries can vary greatly from what is typically considered acceptable in the UK, affecting aspects such as service levels, and the reliability and quality of transportation, food, accommodation, communications, as well as power and water supplies, among others. Additionally, it is essential that you take reasonable precautions for your safety while on holiday. For instance, it is advisable to avoid walking alone at night in poorly lit areas and to refrain from displaying jewellery or valuable items.

a) Some airlines require that all onward and return flights be reconfirmed at least 72 hours prior to departure. Therefore, it is crucial that you contact the relevant airline or our representatives upon arrival to reconfirm your flights. Please ensure you verify the current flight timings, as they are subject to change. We also recommend that guests check in online 24 hours before departure whenever possible.

b) Airlines, airports, and governments may impose various taxes and surcharges, including but not limited to departure, arrival, noise, environmental, fuel, travel, accommodation, and security fees. These charges are often payable locally unless explicitly stated as prepaid on your tickets.

c) Please be advised that if you do not utilise the outbound segment of your flight ticket, the return segment and/or any remaining flights on your itinerary will be automatically cancelled.

d) In accordance with EU Directive (EC) No 2111/2005 Article 9, we are required to bring to your attention the existence of a “Community list” which contains details of air carriers who are subject to an operating ban within the EU. The Community list is available for inspection at

In compliance with EU Regulations, we are required to inform you of the actual carrier(s) operating your flight(s) at the time of confirmation. If the actual carrier(s) are not known, we will provide you with the likely carrier(s). Once we have identified the actual carrier(s), we will notify you promptly.

If there are any changes to the operating carrier(s) after your booking has been confirmed, we will inform you as soon as possible. Should the carrier with whom you have a confirmed reservation become subject to an operating ban, and we or the carrier are unable to provide a suitable alternative, the provisions outlined in clause 5, “Changes and Cancellations by Us,” will apply.

e) Furthermore, we may not be able to confirm flight timings at the time of booking. The flight timings listed in our brochure, on our website, and in your confirmation invoice are intended for guidance only and are subject to change. These timings are determined by the airlines and may be influenced by a variety of factors, including air traffic control restrictions, weather conditions, technical issues, and the timely check-in of passengers.

Detailed instructions regarding your departure and travel arrangements will be sent along with your air or other travel tickets approximately two weeks before your departure date. It is crucial that you carefully examine your tickets upon receipt to ensure that the flight times are correct. Please note that flight times may still change after tickets have been issued, and we will inform you as soon as possible if any changes occur. Additionally, please be mindful of your responsibilities as outlined in section 15(a) above.

Changes to the carrier’s identity, flight timings, and/or aircraft type (if applicable) will not entitle you to cancel or alter your arrangements without incurring our standard fees, unless otherwise specified in these Terms and Conditions.

In the event that you or any member of your party misses a flight or other transportation arrangement, or if your flight is canceled or experiences a delay of more than three hours for any reason, it is imperative that you contact the relevant airline or transportation provider immediately.

Under EU law, passengers have specific rights in certain situations concerning refunds and/or compensation from airlines in instances of denied boarding, flight cancellations, or significant delays. Comprehensive information regarding these rights is publicly available at EU airports and can also be obtained directly from the airlines. Should you find that an airline is not adhering to these regulations, you have the right to file a complaint with the Civil Aviation Authority by visiting their website at www.caa.co.uk/passengers. Please note that any reimbursement related to these circumstances is the airline’s responsibility and does not automatically entitle you to a refund of your holiday price from us. It is important to understand that a delay or cancellation of your flight does not give you the right to cancel any other arrangements you have made with us, even if those arrangements were coordinated alongside your flight.

Furthermore, we cannot accept liability for any delays caused by factors outlined in clause 11 of these Terms and Conditions. This includes situations arising from the actions of any passengers on the flight, such as failing to check in or board on time. Your understanding of these policies is crucial to ensuring a smooth travel experience.

The accommodation(s) provided is exclusively for the individual(s) listed on the confirmation invoice. Subletting, sharing, or assigning the accommodation to others is not permitted.

If you encounter any issues during your holiday, it is essential that you promptly bring them to the attention of the management at your accommodation or the relevant service provider. We advise you to obtain written confirmation of your complaint to ensure that we have the opportunity to address the issue while you are still on holiday. Should your complaint not be resolved locally, please reach out to the NXS GRP Ltd office for further assistance.

Failure to adhere to the complaints procedure outlined in this clause may inhibit us and our suppliers from investigating your concerns and taking appropriate action to resolve them. If we or our suppliers are unable to address the issue to your satisfaction during your stay, we kindly ask that you submit a written complaint to us within 28 days of your return, including all relevant details. Please be sure to reference your booking number in all correspondence. Not following this complaints procedure may impact your right to seek any compensation, or could even result in the loss of that right. Additionally, we request that you obtain our prior authorisation before making independent travel arrangements.

Both parties agree that English Law (and no other jurisdiction) will govern your contract, as well as any disputes, claims, or other matters that may arise between us, except as noted below. Furthermore, we both agree that any dispute, claim, or issue of any nature (including those involving personal injury) must be resolved exclusively by the Courts of England and Wales, unless you reside in Scotland. In such a case, proceedings may be initiated either in the courts of your home country or in the Courts of England and Wales.

If any proceedings occur in Scotland or Northern Ireland, you have the option to have your contract and any related disputes, claims, or issues governed by the law of Scotland. However, if you do not make this choice, English law will apply.

For package bookings, should you find yourself facing any difficulties during your trip, we are dedicated to providing you with prompt and appropriate assistance tailored to the situation at hand. Our commitment includes offering you essential information regarding available health services, local authority contacts, consular support, and options for communication. Additionally, we will assist you in finding alternative travel arrangements if necessary.

It is important to note that if the difficulties you experience are due to your own intentional actions or negligence, we reserve the right to charge a fee for the assistance provided. In cases where you encounter a delay that is not caused by any failure on our part, nor by our employees or subcontractors, our support will typically extend to helping you locate refreshments, accommodation, and communication facilities. However, please be aware that we will not cover the costs associated with these services.

In such situations, airlines or other transport providers may offer or reimburse you for refreshments and/or appropriate accommodation, and we encourage you to submit any claims for compensation directly to them.

Furthermore, it is essential to understand that, subject to the other terms and conditions outlined in this agreement, we will not be liable for any costs, fees, or charges you incur in the aforementioned circumstances if you fail to seek our prior authorisation before making your own travel arrangements. By ensuring you follow this procedure, you can help us assist you more effectively and mitigate any potential issues during your travel experience. Your understanding and cooperation in these matters are greatly appreciated.

For all bookings, should you encounter any issues during your holiday, we kindly ask that you first reach out to the manager of your hotel or our representatives on-site. If the matter remains unresolved, please do not hesitate to contact the NXS GRP Ltd office or utilise our out-of-hours emergency line. We strongly prefer to address and resolve any concerns at the source and in a timely manner, whenever possible. For more detailed information, please refer to our Terms and Conditions.

It is important to note that if you do not adhere to the straightforward complaints procedure outlined here and in our Terms and Conditions, your entitlement to claim any compensation that you might otherwise be eligible for could be affected or even forfeited.

NXS GRP Ltd is dedicated to safeguarding your privacy and, as such, we adhere to the Data Protection Act 2018 in managing and processing the personal data you provide during the booking process. This is essential for fulfilling our contractual obligations to you. For comprehensive details regarding our Cookie Policy and Privacy Policy, please visit our website.

If you plan to travel under your married name, it is crucial that you update your passport accordingly before your holiday.

Please be aware that many countries may require vaccination certificates based on recent travel history and current health policies. It is your responsibility to familiarise yourself with all recommended vaccinations and health precautions well in advance of your departure.

For travel within the EU/EEA, we strongly advise you to obtain a European Health Insurance Card (EHIC) prior to your departure from the Department of Health.

For additional information regarding passport, visa, and health requirements, please refer to our Terms and Conditions.