FAQ

Yes — we understand that plans can change. You may request date changes or amendments at any time by sending us a short written note or asking your travel agent to do so on your behalf.

We will always do our best to assist, although changes depend on availability and the specific terms of your chosen tour operator. Amendment fees or fare differences may apply.

Full details are outlined in our Booking Conditions.

Yes. If you decide not to travel, you can cancel your holiday at any time by providing written confirmation.

Because we commit costs to secure your arrangements, cancellation charges apply depending on how far in advance the holiday is cancelled. These range from 50% of the holiday cost when cancelled over 91 days before departure, up to 100% within 30 days.

You’ll find the full breakdown in our  ooking Conditions.

Most holidays require a deposit at the time of booking, with the remaining balance due 12 weeks before departure. If you are booking close to your travel date, full payment may be required immediately. Your travel expert will always make this clear before you commit.

Your final balance is due 12 weeks before departure, unless the holiday has special terms that require earlier full payment. We will send you reminders so nothing is ever missed.

We accept major debit and credit cards, as well as bank transfers. For your security, card details are never stored after your payment is processed.

Absolutely.

NetTours is fully protected under:

• ATOL 11370 (for flight-inclusive holidays)
• The Travel Vault (for non-flight packages)
• ABTA Y6521 (for additional peace of mind and dispute resolution)

Your ATOL Certificate will confirm exactly what is protected when you book.

Yes. We want every holiday to be worry-free. Comprehensive travel insurance is essential, and may be required by some operators. You’re welcome to arrange your own cover, or we can recommend trusted

providers.

Passport and visa requirements vary by destination. Your travel expert will be happy to guide you, but the responsibility to check and meet entry requirements always rests with the traveller.

Of course. Whether you’d like a specific room, dietary arrangements, mobility support, or something more unique, we’ll always pass your requests to our partners and do everything possible to assist. While we cannot guarantee every request, we always aim for the highest level of care.

On the rare occasion we must cancel your holiday, you’ll be offered either:

• a full refund, or
• an alternative holiday of similar or better quality.

If the cancellation occurs close to travel, you may also be entitled to compensation, unless caused by unavoidable or extraordinary circumstances.

Airlines sometimes adjust flight times, aircraft types or routes. These are considered routine operational

changes. If your flight is significantly delayed or cancelled, your rights are protected under EU Regulation

261/2004, and the airline will be responsible for compensation or assistance.

You are never on your own. If you experience any difficulty during your holiday, we will assist you — including helping you contact local authorities, consulates, or arranging alternative travel if necessary. This is part of the service we are proud of.

If something isn’t right while you’re away, please let the local provider and/or our representative know as soon as possible so we can resolve it. If the issue remains unresolved, please contact us in writing within 28 days of returning home. As an ABTA Member, you also have access to ABTA’s independent dispute resolution.

Your privacy matters to us. We collect and process your data only when necessary to manage your booking and provide personalised service. We never store card details, and we never share your information for marketing without your explicit consent.

For details, please see our Privacy Policy.

We are a family-run travel agency built on personal care, attention to detail, and genuine service. For us, the difference is in the detail — from handpicked holidays to dedicated support throughout your entire

journey.

Simply call or email us, and a real member of our team will be here to help — no queues, no call centres. We’re available Monday to Friday, 9:00 AM – 5:00 PM.