Terms and Conditions
Effective date: 4 December 2025 · Last updated: 1 August 2026
1. About us and these terms
These terms govern the services provided by Flypass Holidays Limited, a company registered in England and Wales under company number 16891200, with its registered office at 50 Princes Street, Ipswich, Suffolk, IP1 1RJ. Our registration with the Information Commissioner's Office is ZC149216. You can contact us at info@flypassholidays.co.uk or on +44 7482 788545. By instructing us, paying for our services or continuing to use them, you accept these terms. Please read them together with our Privacy Policy, which explains how we handle your personal information. Where you instruct us on an individual application, the engagement is also governed by the Letter of Engagement and Fee Schedule issued to you before work begins, and in the event of any inconsistency the Letter of Engagement takes precedence for that instruction.
2. What we do
We are an independent Schengen visa consultancy. We provide application preparation, document review, cover letter and itinerary drafting, appointment guidance and general advisory support for short stay Schengen visa applications. We are not affiliated with, endorsed by or acting on behalf of any embassy, consulate, government authority, VFS Global, TLScontact, BLS International or any other visa application centre operator. Official visa services are available directly from the relevant consulate or its appointed application centre, and nothing we provide is a substitute for those official channels.
3. No guarantee of a visa
Visa decisions are made solely by the relevant embassy or consulate. We cannot guarantee that any application will succeed, that an appointment will be available on any particular date, or that a consulate will process an application within any particular time. Our fees pay for our professional work in preparing and reviewing your application; they do not purchase an outcome. We are not responsible for losses arising from a visa refusal, from delays in consular processing, from denied boarding, or from travel disruption of any kind.
4. Fees and payment
Our service fees are separate from, and additional to, the official visa fee and any application centre charges, which you pay directly to the relevant authority or centre. A booking or instruction is confirmed only once the agreed full or partial payment has been received. Prices remain subject to change until payment is completed and the instruction is confirmed in writing. Payment must be made through our approved methods, which include bank transfer and credit or debit card. Any additional costs arising from changes in government regulations, consular requirements, airline policies, currency movements or third party providers are your responsibility.
5. Your responsibilities
Our work depends entirely on the accuracy of what you give us. You agree to provide information and documents that are true, complete and genuine; to disclose your full travel history and any previous visa refusals in any country; to supply requested documents promptly; to attend any appointment booked in your name; and to check the details of every document we prepare before it is submitted. You remain responsible for holding a valid passport and all documents required for travel. If information you provide proves false or misleading, we may terminate our services immediately without refund, and we accept no responsibility for the consequences of any application containing information you supplied.
6. Cancellations and refunds
Any cancellation request must be made in writing through our official channels. Our service fees become due once work on your file has begun and are not refundable after that point, save where the law provides otherwise. Where a Letter of Engagement has been issued for your instruction, the refund provisions and break clause in that letter apply in your favour, including any partial refund of the deposit before an appointment is secured. Refunds of third party costs, including official visa fees, application centre charges, flights, accommodation and insurance, are governed strictly by the policies of the relevant provider, and we will assist you in pursuing them where we reasonably can. Refund timescales depend on the original payment method and the providers involved.
7. Appointments and third parties
Appointment availability at visa application centres is set by the centres and consulates themselves and changes without notice. We will use reasonable endeavours to identify and secure suitable appointments, but we do not control the booking systems and cannot be responsible for slots that become unavailable, are rescheduled or are cancelled by the centre. Where we arrange or advise on flights, accommodation or insurance, the contract for those services is between you and the provider, on that provider's terms.
8. Changes to itineraries and bookings
In certain circumstances, changes to itineraries, flight schedules, accommodation or services may be required because of airline decisions, weather, consular requirements or other operational factors. Where changes are needed we will aim to offer suitable alternatives and keep any inconvenience to a minimum.
9. Our liability
Nothing in these terms excludes or limits liability that cannot lawfully be excluded or limited, including liability for death or personal injury caused by negligence, or for fraud. Subject to that, we are not liable for loss, damage or theft of personal belongings; for delays or cancellations caused by airlines, application centres or other third parties; for medical emergencies, injuries or accidents during travel; or for events beyond our reasonable control, including natural disasters, political unrest, strikes and public health emergencies. Our total liability to you in connection with any instruction is limited to the service fees you paid to us for that instruction.
10. Conduct
You are expected to comply with local laws, immigration regulations and the rules of any destination and application centre. Conduct involving illegality or misrepresentation entitles us to end our services immediately without refund.
11. Complaints
If something has gone wrong, write to us at info@flypassholidays.co.uk with your file reference and a description of the issue. We aim to acknowledge complaints within two working days and to respond substantively within fourteen days. If a complaint cannot be resolved through our internal procedure, we may signpost you to alternative dispute resolution providers, such as those listed by the Chartered Trading Standards Institute, and you retain the right to pursue a claim through the County Court small claims track. Your statutory rights are unaffected.
12. General
In the event of any dispute, the parties will first attempt to resolve it through good faith negotiation. These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction. If any part of these terms is found unenforceable, the remainder continues in force. We may update these terms from time to time to reflect changes in our services or the law; significant updates will be published on this page with a revised effective date.