Aurora Travel Group Limited is a company incorporated in England and Wales with registered office at 71–75 Shelton Street, Covent Garden, London WC2H 9JQ.
1. Introduction
1.1 These Terms and Conditions govern your use of Aurora Travel Group's services and website. By making a booking with us, you agree to be bound by these terms. Please read them carefully before booking.
1.2 References to "Aurora", "we", "us" or "our" refer to Aurora Travel Group Limited. References to "you", "your", "guest", "client" or "host" refer to the person(s) making a booking or participating in a trip or event.
2. Booking and Contract
2.1 A contract between you and Aurora Travel Group comes into existence when we issue a booking confirmation and receive your deposit.
2.2 The lead booker must be at least 18 years old and accepts responsibility for making all payments and ensuring all members of the party comply with these terms.
2.3 All information provided at the time of booking must be accurate and complete. You must inform us immediately of any errors.
2.4 All guest bookings are contracts between Aurora and the guest. Each guest must accept Aurora's Terms & Conditions at the time of booking.
2.5 Where a booking is made in connection with a hosted trip or group event, the host or group organiser is not the contracting party for guest bookings and is not responsible for guest payments, cancellations, refunds, or chargebacks.
3. Payment Terms
3.1 A non-refundable deposit (or such amount as specified in writing at the time of booking) is required at the time of booking in order to secure your reservation.
3.2 The remaining balance must be paid in full no later than 10 weeks prior to the scheduled departure date, unless otherwise agreed by us in writing.
3.3 For bookings made within 10 weeks of departure, full payment is required at the time of booking.
3.4 All payments made to Aurora Travel Group, including deposits and final balances, are strictly non-refundable.
3.5 Failure to pay the balance by the due date may result in cancellation of your booking by us. In such circumstances, all monies paid will be retained and no refund will be issued.
3.6 Any refund, credit, or transfer offered by Aurora Travel Group shall be entirely at our sole discretion and shall not create any obligation or precedent for future bookings.
3.7 All sums are exclusive of VAT unless stated otherwise. Where withholding is required by law, Aurora may withhold and shall provide evidence of such withholding.
4. Pricing
4.1 All prices are quoted in GBP and include VAT where applicable.
4.2 We reserve the right to adjust prices due to changes in transportation costs, taxes, or exchange rates.
4.3 Price increases will be communicated in writing, and you may cancel without penalty if the increase exceeds 8% of the total booking cost, in accordance with the Package Travel and Linked Travel Arrangements Regulations 2018.
4.4 Where guest payments are received in currencies other than GBP, Aurora may apply reasonable foreign exchange conversion consistent with its standard financial processes.
5. Cancellation by You
5.1 All cancellations must be made in writing by email to info@auroratravelgroup.com. No cancellation will be effective until acknowledged in writing by Aurora.
5.2 All deposits and payments made are strictly non-refundable upon cancellation.
5.3 Any refund, credit, or alternative arrangement following a cancellation by you shall be considered on an entirely discretionary basis by Aurora and shall not create any obligation or precedent for future bookings.
5.4 We strongly recommend purchasing comprehensive travel insurance at the time of booking to protect against cancellation costs.
5.5 By placing a booking, you acknowledge and agree that Aurora Travel Group will immediately begin arranging your travel services, including but not limited to securing accommodation, transport, experiences, and supplier commitments on your behalf. You expressly consent to the performance of the contract beginning immediately upon booking confirmation and acknowledge that, in doing so, you waive any right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, including any 14-day cooling-off period that may otherwise apply to distance contracts. This waiver is necessary because Aurora incurs immediate, non-recoverable costs with third-party suppliers upon confirmation of your booking. Once a booking is confirmed, it cannot be cancelled, and all monies paid are non-refundable.
5.6 For the avoidance of doubt, Aurora Travel Group shall not be liable for any losses, costs, or financial exposure arising from a guest's decision not to travel after a booking has been confirmed. The trip shall proceed as booked with other guests and no refund, credit, or compensation shall be due.
6. Cancellation by Us
6.1 We reserve the right to cancel your booking due to circumstances beyond our control (force majeure), including but not limited to natural disasters, war, civil unrest, pandemic, government travel restrictions, or supplier insolvency.
6.2 In the event of cancellation by us due to force majeure or unavoidable and extraordinary circumstances, you will be offered either a full refund or an alternative arrangement of comparable value, in accordance with the Package Travel and Linked Travel Arrangements Regulations 2018.
6.3 Aurora reserves the right to cancel or postpone any Trip or Event which fails to meet minimum commercial viability thresholds determined in its reasonable discretion. In such circumstances, guests will be offered a full refund of all monies paid or an alternative arrangement.
6.4 Force majeure does not include guest non-attendance, lack of commercial success, or financial hardship.
7. Guest Non-Attendance, Substitution & Trip Continuity
7.1 Non-attendance of any individual guest (including any host, group organiser, or client) does not constitute grounds for cancellation, postponement, or material alteration of the trip. The trip shall proceed as planned with all other confirmed guests.
7.2 The viability of any trip is not dependent on the attendance of any individual guest, host, or group organiser. All confirmed guests remain bound by their booking regardless of whether any other guest attends.
7.3 Subject to Aurora's prior written approval, a guest may nominate a replacement guest provided the replacement:
- meets all eligibility and compliance requirements;
- accepts Aurora's Terms & Conditions in full; and
- does not adversely affect safety, legality, or operational delivery.
Aurora may approve or reject replacements in its sole discretion. Name changes, where permitted by suppliers, may incur a minimum administration fee of £50 per person plus any additional costs from suppliers.
7.4 Guest-specific events (including illness, personal circumstances, or travel disruption affecting an individual) do not constitute force majeure for the trip as a whole.
7.5 No refund shall be payable for non-attendance unless Aurora, at its sole discretion, determines otherwise.
8. Flights
8.1 Where a trip includes flights, Aurora shall determine the airline, routing, fare type, ticketing class, baggage basis, and ticketing timelines in its sole discretion, acting reasonably. Flights may be booked as group air, individual tickets, or via consolidators, and may be non-refundable and/or non-changeable.
8.2 Each guest is solely responsible for providing accurate passenger details (including full legal name as per passport, date of birth, and passport information where required) by Aurora's stated deadline. If a guest provides incorrect details or fails to meet deadlines, any costs, fees, fare differences, taxes, or reissue charges incurred as a result shall be borne by that guest.
8.3 Any request to change flights (including date/time changes, routing changes, name corrections, seat selection, baggage changes, upgrades, or re-ticketing) must be submitted to Aurora in writing. Aurora may approve or reject any requested change in its absolute discretion. Aurora's decision shall be final. Where Aurora agrees to process a change, the guest shall pay all applicable airline/supplier fees, fare differences, service fees, and taxes in advance.
8.4 Aurora may impose cut-off dates for flight changes and ticketing. After ticketing and/or after any stated cut-off, changes may be refused and/or may be subject to increased costs. Aurora's decision-making on cut-offs shall be final.
9. Changes to Your Booking
9.1 Changes to your booking are subject to availability and may incur administration fees.
9.2 Aurora shall consult you prior to changes that materially affect the guest experience, including changing key suppliers, altering key experiences, or removing headline itinerary elements.
9.3 Consultation is not required where changes are necessary due to safety/security, legal/regulatory requirements, supplier failure, or circumstances beyond Aurora's reasonable control. Aurora will use reasonable endeavours to preserve the overall quality and intent of the trip.
9A. Booking Requirements, Supplier Confirmation and Amendments
9A.1 All bookings are subject to supplier availability and cannot be fully confirmed until all required booking details have been provided and accepted by Aurora and the relevant suppliers.
9A.2 Customers are required to provide complete and accurate traveller information at the time of booking, or within the timeframe specified by Aurora.
9A.3 Aurora shall not be responsible for delays in confirming bookings where required information is not provided by the customer.
9A.4 If required booking information is not provided within 7 days of request (or within any specified deadline), this may result in delays, loss of availability, or inability to secure the originally intended supplier. Aurora reserves the right to amend the booking accordingly, including substituting suppliers based on availability at that time.
Supplier Availability and Amendments
9A.5 Aurora reserves the right to amend, substitute, or adjust any component of a booking prior to final confirmation due to supplier availability, operational requirements, or circumstances beyond its control.
9A.6 Where a supplier, venue, or service becomes unavailable, Aurora will use reasonable endeavours to secure a suitable replacement.
Like-for-Like Replacement
9A.7 Any replacement provided will be on a like-for-like basis and shall not be considered a material change to the booking. A like-for-like replacement is defined as a service of the same category, offering an equivalent or higher standard, fulfilling the same general purpose and experience.
9A.8 Where the originally intended supplier cannot be secured due to customer delay or supplier availability, Aurora shall not be held liable for any difference in supplier, provided a like-for-like alternative is offered.
9A.9 If a like-for-like replacement is not reasonably available, Aurora may, at its discretion, offer alternative options or a partial refund limited strictly to the affected component of the booking.
9A.10 All other unaffected elements of the booking shall remain in place and continue to be subject to these Terms and Conditions.
9A.11 By proceeding with a booking, customers acknowledge and accept these requirements and Aurora's right to amend bookings in line with supplier availability and customer compliance.
10. ATOL Protection
10.1 Aurora acts as the organiser and principal for travel arrangements and is responsible for providing any required financial protection in accordance with applicable UK travel regulations.
10.2 All flight-inclusive packages are ATOL protected (ATOL Licence No. 12895). You will receive an ATOL certificate with your booking confirmation.
10.3 ATOL protection ensures that if we become insolvent, you will not be stranded abroad and will receive a refund for any unused services.
11. Travel Documentation
11.1 You are responsible for ensuring you have valid passports, visas, and any required travel documentation.
11.2 We are not liable for any costs or consequences arising from inadequate travel documentation.
12. Travel Insurance
12.1 Adequate travel insurance is a condition of booking with us. Your policy must cover cancellation, medical expenses, repatriation, and personal belongings. For sports activities, ensure appropriate cover is included. Aurora shall not be liable for any costs arising from your failure to obtain adequate insurance.
13. Health and Safety
13.1 You must inform us of any medical conditions, disabilities, or dietary requirements that may affect your travel arrangements.
13.2 You must follow all safety instructions and guidelines provided by suppliers and tour representatives.
14. Guest Conduct & Behaviour
14.1 We reserve the right to terminate your booking without refund if your behaviour is deemed unacceptable by us or any of our suppliers, causing danger or annoyance to others.
14.2 Aurora may manage, restrict, or remove any guest whose conduct poses a safety risk, creates legal exposure, or risks material reputational harm.
14.3 Aurora does not assume responsibility for supervising individual guest behaviour beyond reasonable operational control.
14.4 Each guest remains responsible for their conduct and compliance with applicable law and Aurora's Terms & Conditions.
15. Complaints Policy
15.1 If you have a complaint during your trip, please inform us and the supplier immediately to allow us to resolve the issue.
15.2 All complaints must be submitted in writing by email to info@auroratravelgroup.com within 28 days of your return.
15.3 Upon receipt of a written complaint, Aurora will acknowledge your complaint within 5 working days and aim to provide a substantive response within 28 days.
15.4 Where a complaint relates to services provided by a third-party supplier, Aurora will liaise with that supplier on your behalf and use reasonable endeavours to resolve the matter.
15.5 If you remain dissatisfied, you may escalate the matter in writing to a senior representative at Aurora Travel Group.
15.6 If the matter remains unresolved, you may refer your complaint to an appropriate Alternative Dispute Resolution (ADR) body or seek independent legal advice.
15.7 In accordance with the Package Travel and Linked Travel Arrangements Regulations 2018, where we are responsible for the proper performance of the travel services included in the contract, we will provide appropriate remedies for any failure to perform or improper performance of the travel services.
15.8 Aurora shall not be obliged to provide any compensation or refund beyond what is required by law, and any goodwill gesture offered shall be at Aurora's sole discretion.
16. Consumer Rights
16.1 Where your booking constitutes a "package" within the meaning of the Package Travel and Linked Travel Arrangements Regulations 2018, you benefit from the rights and protections afforded by those Regulations.
16.2 Aurora, as the organiser, is responsible for the proper performance of all travel services included in the package contract.
16.3 If any of the travel services included in the package are not performed in accordance with the contract, Aurora shall remedy the lack of conformity unless this is impossible or entails disproportionate costs.
16.4 You are entitled to an appropriate price reduction for any period during which there is a lack of conformity.
16.5 You are entitled to receive appropriate compensation from Aurora for any damage you sustain as a result of any lack of conformity.
16.6 Aurora shall not be liable for compensation where the lack of conformity is attributable to you, attributable to a third party unconnected with the provision of the travel services, or due to unavoidable and extraordinary circumstances.
16.7 Nothing in these Terms and Conditions shall affect your statutory rights under the Consumer Rights Act 2015 or any other applicable consumer protection legislation.
16.8 Any refund or discretionary compensation offered by Aurora shall be without prejudice to your statutory rights.
17. Our Liability
17.1 Nothing in these Terms limits or excludes liability for death or personal injury caused by negligence; fraud or fraudulent misrepresentation; any liability which cannot lawfully be limited or excluded; or Aurora's statutory obligations as organiser under applicable Package Travel legislation.
17.2 Subject to clause 17.1, our liability is limited to a maximum of three times the total booking cost, except for personal injury or death caused by negligence.
17.3 Aurora shall not be liable for any indirect or consequential loss; loss of profit, revenue, goodwill, reputation, or anticipated savings; loss arising from guest behaviour, third-party supplier failure, or regulatory changes beyond Aurora's reasonable control.
17.4 We are not liable for any failure to perform the contract caused by events beyond our reasonable control.
18. Force Majeure
18.1 Neither party is liable for failure or delay caused by events beyond its reasonable control, including but not limited to natural disasters, war, terrorism, civil unrest, pandemic, government action or travel restrictions, airline/supplier insolvency, industrial action, or severe adverse weather.
18.2 Force majeure does not include guest non-attendance, lack of commercial success, or financial hardship.
18.3 If a force majeure event continues for more than ninety (90) days and materially prevents performance, Aurora may cancel the affected trip by written notice without liability (save for accrued rights and refunds required by law).
18.4 The parties acknowledge that supplier deposits and prepayments may be non-refundable; such amounts may not be recoverable where incurred in good faith to deliver the trip.
19. Data Protection
19.1 Your personal information will be processed in accordance with our Privacy Policy and UK data protection laws, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
19.2 Aurora acts as an independent data controller for the purposes of UK GDPR.
19.3 In the event of a data breach affecting your personal data, Aurora shall notify relevant parties in accordance with applicable data protection legislation.
20. Complimentary & Discounted Places
20.1 Any complimentary place, discount, or concession offered to a host, organiser, or group leader is granted entirely at the discretion of Aurora Travel Group Ltd. Such concessions are not guaranteed and may be amended or withdrawn at any time prior to final balance payment.
20.2 Aurora reserves the right to review group performance, commercial viability, and overall booking value when determining whether any complimentary or discounted place will be applied. Complimentary places hold no cash value, are non-transferable, and cannot be exchanged for monetary credit.
21. Guest Communications
21.1 All guest communications relating to enquiries, bookings, complaints, operational issues, or otherwise shall be managed solely by Aurora, unless agreed in writing.
21.2 Where a host or group organiser receives communications from a guest relating to a trip, they shall promptly refer such communications to Aurora and shall not independently respond in a manner that could create contractual liability or reputational risk for Aurora.
22. Governing Law
22.1 These Terms and Conditions are governed by the laws of England and Wales, and any disputes will be subject to the exclusive jurisdiction of the English courts.
23. Severability
23.1 If any provision of these Terms is found to be invalid or unenforceable, the remainder of these Terms shall remain in full force and effect.
24. Entire Agreement
24.1 These Terms and Conditions, together with your booking confirmation, constitute the entire agreement between you and Aurora Travel Group.
24.2 You acknowledge that in entering into a booking you have not relied on any statement, promise, assurance, or representation that is not expressly set out in these Terms. Nothing in this clause limits liability for fraud or fraudulent misrepresentation.
25. Contact Information
Aurora Travel Group Limited
71–75 Shelton Street, Covent Garden, London WC2H 9JQ
Email: info@auroratravelgroup.com
All complaints and cancellations must be submitted in writing by email to info@auroratravelgroup.com.