Terms of Business
1. About Us
Picked & Packed Travel is the trading name of Ellie Powell, an independent travel consultant operating through InteleTravel, which holds ATOL licence number 1968 and ABTA membership P6710. References in these terms to "we", "us" or "our" mean Ellie Powell trading as Picked & Packed Travel.
Our specialist sub-brands, Elles Cruises (ellescruises.com) and Pint & Pack Travel (pintandpacktravel.com), operate under the same legal entity and these terms apply equally to bookings made through any of those brands.
2. Our Role
We act as an agent on your behalf in arranging travel services provided by third-party suppliers (airlines, hotels, cruise operators, transfer companies, and others). When we arrange a package holiday as defined by the Package Travel and Linked Travel Arrangements Regulations 2018, we act as the organiser and accept responsibility as set out in those regulations.
Where we book individual components on your behalf (e.g. a flight and hotel separately without combining them as a package), your contracts are directly with those individual suppliers, and their own terms and conditions will apply.
3. Booking Process
A booking is confirmed when we issue a booking confirmation in writing and any required deposit or full payment has been received. Verbal agreements do not constitute a confirmed booking. You are responsible for checking all details in your confirmation and informing us immediately of any errors.
By proceeding with a booking, you confirm that you have the authority to enter into a contract on behalf of all members of your travelling party, and that all party members accept these terms.
4. Pricing and Payments
All prices are quoted in GBP unless stated otherwise. Travel prices can change frequently due to airline pricing, currency fluctuations, and supplier availability. A quoted price is only guaranteed once full payment or a deposit has been received and booking is confirmed.
For packages, a non-refundable deposit is typically required at booking, with the balance due no later than 10 weeks before departure. For late bookings made within 10 weeks of departure, full payment is usually required at time of booking. We will confirm payment requirements specific to your booking.
All payments are made directly to the supplier or bonded travel provider. Picked & Packed Travel does not hold client funds.
5. Passports, Visas and Health Requirements
It is your responsibility to ensure that you and all members of your party hold valid passports and any required visas for your destination and any countries transited. We will provide guidance where we can, but the responsibility to check and comply with entry requirements rests entirely with you. We accept no liability for costs arising from failure to meet these requirements.
6. Travel Insurance
We strongly recommend that all clients obtain comprehensive travel insurance prior to travel. We can arrange travel insurance as part of your booking. It is a condition of booking with us that you hold adequate insurance cover for the full duration of your trip.
7. Changes and Cancellations by You
If you wish to amend or cancel a booking, you must notify us in writing as soon as possible. Cancellation charges will apply in accordance with the terms of your specific booking confirmation and the supplier's terms. These can be significant, particularly close to departure. We will always advise you of the applicable charges before confirming any cancellation.
If you cancel a package holiday, the following charges typically apply (expressed as a percentage of the total booking cost), though supplier-specific terms may vary:
- More than 70 days before departure: loss of deposit
- 43–70 days: 30% of booking cost
- 29–42 days: 50% of booking cost
- 15–28 days: 70% of booking cost
- 14 days or fewer: 100% of booking cost
8. Changes and Cancellations by Suppliers
In rare circumstances, suppliers may need to change or cancel arrangements. Where we are acting as organiser of a package, we will follow the obligations set out in the Package Travel Regulations. Significant changes include alterations to departure times exceeding 12 hours, airport or port changes, resort changes, or a significant downgrade in accommodation standard.
Where a significant change occurs, you will be offered the choice of accepting the change, transferring to an alternative holiday of equivalent or greater value, or receiving a full refund.
9. Our Liability
Where we are the organiser of a package holiday, we accept responsibility for the proper performance of the arrangements forming part of that package. However, we are not liable for events or circumstances beyond our reasonable control, including but not limited to force majeure events such as natural disasters, civil unrest, strikes, or government actions.
Our liability for non-package bookings is limited to our role as agent, and we are not liable for the acts or omissions of the suppliers whose services you have contracted.
10. Complaints
If you have a complaint while travelling, you must inform the relevant supplier immediately to allow them the opportunity to resolve the issue. If your complaint is not resolved to your satisfaction, please contact us in writing at hello@pickedandpackedtravel.com within 28 days of returning home. We will investigate and respond within 28 days of receiving your complaint. See our Complaints Procedure for full details.
11. Data Protection
We process your personal data in accordance with our Privacy Policy and UK GDPR. We will share information necessary to fulfil your booking with suppliers, but will not use it for any other purpose without your consent.
12. Governing Law
These terms are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless you are a consumer resident in Scotland or Northern Ireland, in which case the courts of your home jurisdiction may also have jurisdiction.
13. Changes to These Terms
We may update these terms from time to time. The current version will always be published on this website. Your continued engagement with us following any update constitutes acceptance.
14. Contact
For questions regarding these terms, please contact us at hello@pickedandpackedtravel.com.