About Us

Clare Angus is an independent agent operating as an agent on behalf of The JLT Group and a range of third-party travel suppliers including (but not limited to) tour operators, airlines, hotels, and transfer providers.

Clare Angus is an independent agent operating as part of the JLT Group (PTS member 6090), who provide full financial protection for your booking funds.  The JLT Group acts as the “organiser” under the Package Travel and Linked Travel Arrangements Regulations 2018 and provides financial protection through ATOL and PTS Trust for applicable bookings.

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1. Introduction

• These Terms and Conditions ("Terms") set out the agreement between Janine Loves Ltd trading as The JLT Group ("we", "us", "our") and the customer ("you", "your") when booking travel services through one of our travel agents ("Agent"). By making a booking, you accept these Terms.

• The JLT Group operates in multiple capacities depending on the nature of your booking. The specific role we hold will be confirmed in your booking documentation.

 

Acting as Agent

Where we act as an agent on behalf of third-party suppliers or tour operators, your contract is directly with that supplier. Their booking conditions apply and may limit or exclude their liability. We are not responsible for the performance of the supplier's services, but we will assist you in resolving any issues.

 

Acting as Principal (Tour Operator)

Where we create and sell packages directly under our ATOL or PTS protection, your contract is with us. We are responsible for the proper delivery of the contracted services under the Package Travel and Linked Travel Arrangements Regulations 2018.

 

If you are unsure of our role in your booking, please contact your Agent or our support team at support@thejltgroup.co.uk before proceeding.  Our responsibilities vary depending on this role and are detailed below.​​

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2. Booking & Contract

When you make a booking through us:

• You are entering into a contract with the supplier and/or The JLT Group 

• All bookings are subject to the supplier’s terms and conditions as well as The JLT Group booking terms 

You can view JLT booking terms here:
https://hub.thejltgroup.co.uk/bookingterms

It is your responsibility to read and understand these before confirming your booking.​

Your contract comes into existence when we or the relevant supplier issue a written booking confirmation.

 

3. Quotes & Pricing

• All quotes are subject to availability and price changes until a deposit is paid 

• Prices can change at any time due to supplier updates, availability, or currency fluctuations 

• Quotes are typically valid for 24 hours unless stated otherwise ​

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4. Booking.

• By booking, you confirm that:

• You are over 18.

• You’ve read and agree to these Terms.

• You accept responsibility for all people listed on the booking.

You must pay the required deposit or full amount as specified. Check your confirmation carefully and notify us immediately of any errors. It may not be possible to amend later, and changes may incur charges.

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5. Accuracy of Booking Details

You must check all documentation carefully upon receipt and notify us immediately of any errors. It is essential that all names match passports exactly. We do not charge for correcting our own documentation errors, but any supplier fees arising from incorrect information provided by you will be passed on to you.

 

6. Payment

A deposit or full payment is required at the time of booking. Where only a deposit is paid, the remaining balance must be received by the due date specified on your confirmation. Failure to pay the balance on time may result in the cancellation of your booking and the application of cancellation charges.  

Payments may be made via

• Secure payment links (e.g. Manage My Booking) 

• Direct payment to Protected Trust Services (PTS) where applicable

 

7. Pricing Errors and Omissions

While we take every care to ensure accuracy errors can occur in pricing, availability, or information. 

We reserve the right to correct obvious errors in both advertised and confirmed prices. If an obvious error is identified after booking, we will notify you as soon as possible and give you the option to pay the correct price or cancel for a full refund.

 

8. Non-Refundable Deposits and Fees

All deposits, administrative fees, service charges, and joining or subscription fees are strictly non-refundable unless otherwise expressly stated at the time of booking. We commit to suppliers and incur costs on your behalf immediately upon confirmation.

 

9. Chargeback Protection

You agree not to initiate an unwarranted chargeback via your credit or debit card provider in respect of non-refundable deposits, cancellation fees, or services properly rendered. If you initiate a chargeback prior to your date of travel, we reserve the right to treat this as a cancellation by you and immediately terminate your booking. Standard cancellation charges will apply. Should an unjustified chargeback be raised at any time, you will remain liable for the original booking cost plus any administrative, legal, or recovery costs incurred by us or our Agents.

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10. Your Contract

Depending on the nature of your booking, your contract may be with:

The end travel service supplier (e.g. airline, hotel, car hire, transfer provider).

A third-party tour operator with whom we place your booking as agent.

The JLT Group directly, where we act as the principal or tour operator and sell a package under our ATOL or PTS protection.

Where we act as agent, we are not responsible for the performance of the supplier’s services. Their booking terms apply and may limit or exclude their liability.

Where we are the principal, we are responsible for delivering the contracted services under the Package Travel Regulations.

Your booking may include multiple elements (flights, accommodation, transfers, etc.). These may be purchased:

Individually and combined into a package by JLT (where we are the package organiser).

From a third-party tour operator (where we act as booking agent).

From separate suppliers, each with their own terms.

If a complaint or issue arises, we will assist in determining who is responsible based on the nature of your booking and whether we acted as the agent or principal. We will then guide you through the appropriate steps for resolution.

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11. Flights

Where we act as your agent for standalone flight bookings, your contract is with the airline and their terms apply. We accept no liability for the flight itself. Where flights form part of a package sold by us as principal, we are responsible for the full package.

Charter flights may be booked either as agent (in which case your contract is with the charter flight provider) or as part of a package sold by us (in which case the booking is covered under our ATOL protection). The applicable arrangement will be confirmed in your booking documentation.

Flights may be booked in various ways:

Directly with scheduled or low-cost airlines (where we act as your booking agent).

Through airline consolidators or wholesalers under our own ATOL licence.

As part of a package provided by JLT or a third-party tour operator.

Where we act as your agent for standalone flights, your contract is with the airline, and their terms apply. We accept no liability for the flight itself. Where flights are part of a package we sell as principal, we take responsibility for the full package.

Charter flights may be booked in one of two ways:

Where we act as the agent, your contract will be with the charter flight provider, and their terms and ATOL protection apply.

Where we are acting as the tour operator and the charter flight is part of a package sold by us, your contract is with us and the flight is covered under our ATOL protection.

 

12. Changing or Cancelling Your Booking

All cancellation or amendment requests must be made in writing by the lead passenger. Charges will apply in line with the supplier’s terms, which may be up to 100% of the cost. You’ll also be liable for any JLT admin fees

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13. Changes or Cancellations by us or the Supplier

• Supplier-Initiated Changes

If a supplier amends or cancels your booking, we will inform you as soon as reasonably possible. Any alternatives or refunds offered by the supplier will be communicated to you, and you must respond within the timeframe specified. We are not liable for supplier-initiated changes unless we are acting as the package organiser.

• Significant Changes by Us (Packages)

Where we are the package organiser and are required to make a significant change before departure (including a change of departure time by more than 12 hours, a significant downgrade in accommodation standard, or a material change to the itinerary), we will offer you the choice to: (i) accept the change; (ii) accept an alternative arrangement of comparable standard; or (iii) cancel and receive a full refund of all monies paid.

• Price Adjustments (Packages)

We reserve the right to adjust the price of a package booking due to changes in transportation costs, taxes, fees, or exchange rates. If a price increase exceeds 8% of the total holiday cost, you may cancel and receive a full refund. If prices decrease, a refund will be made minus our reasonable administrative expenses.

 

14. Service Charges

Service charges may apply to your booking and will be included in the total cost where applicable. These may include

The cost of Supplier Failure Insurance (SFI), which may not be detailed separately on your confirmation, but is included in relevant booking

ATOL Fee

Standard Booking Service Charge

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15. Your Responsibilities

It is your responsibility to:

• Ensure all passenger names match passports exactly 

• Check all booking documents upon receipt 

• Ensure passports are valid and meet entry requirements 

• Obtain any necessary visas, vaccinations, or travel documentation 

• Obtain suitable travel insurance to cover your country/countries of travel and activities you will participate in.

• Arrive at the airport on time and meet check-in requirements 

We cannot accept responsibility for errors not reported to us.

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16. Our Responsibility

Your contract is with the supplier unless we are acting as the tour operator. We are only responsible for services we directly provide or for fulfilling our duties as package organiser. If we are found liable for any reason (excluding personal injury or death caused by our negligence), our maximum liability to you will not exceed the total cost of your booking (or the proportion of the cost attributable to the affected person). We do not exclude liability for death or personal injury caused by our negligence.

• When Acting as Agent

We have a duty to select suppliers using reasonable skill and care. However, we have no liability for the actual provision of services by the supplier or for any acts or omissions of the supplier's employees or agents, except where we have been negligent in our selection.

• When Acting as Principal (Packages)

We accept responsibility for the proper performance of your package. If any part of the package is not provided as contracted, we will remedy the issue or pay you appropriate compensation, unless the failure is attributable to you, to a third party unconnected with the provision of the services, or to unavoidable and extraordinary circumstances.

 

17. Limitation of Liability

For package holidays, our maximum liability to you (excluding personal injury, illness, or death caused by our negligence, for which liability is not limited) is limited to three times the price paid by or on behalf of the person(s) affected. We accept no liability for services that do not form part of our contracted arrangements, including any excursions or activities booked independently. Our liability is further subject to the limits imposed by applicable International Conventions, including the Montreal Convention in respect of flights.

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18. Complaints

If you experience any issues during your trip, you must report them initially to the JLT booking agent who made your booking. They will help assess the situation and determine the appropriate next steps based on who is responsible. 10.2 If the issue is related to a supplier, your agent will advise whether it can be resolved locally or after your return. 10.3 If the matter remains unresolved after our involvement, you may escalate the issue through Protected Trust Services (PTS) or an appropriate Alternative Dispute Resolution (ADR) service.

 

19. Financial Protection

All bookings are financially protected through our membership with Protected Trust Services (PTS No. 6090). Your money is held in trust and is safeguarded in the event of our insolvency. For further information, visit www.protectedtrustservices.com/consumer.

For flight-inclusive packages where we act as the principal, your booking is additionally protected under our ATOL licence (ATOL No. 12564). You will receive an ATOL Certificate confirming the scope of your cover. Where we act as an agent, the relevant supplier's ATOL protection will apply and will be clearly identified in your booking documentation.

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20. Package Holidays

Where we act as the package organiser under the Package Travel and Linked Travel Arrangements Regulations 2018, we are responsible for ensuring all travel services are delivered as promised, even where they are performed by third-party suppliers.  

We act as package organiser when:

• We sell a combination of travel services.

• We combine individual elements ourselves.

We are responsible for delivery under the Package Travel Regulations.

Flight-inclusive packages may be protected under:

• Our ATOL (ATOL No. 12564).

• A third-party ATOL (as agent).

• All bookings are protected via our PTS membership.

• We provide assistance during package holidays, subject to user conduct.  You may be liable for costs incurred due to your actions.

 

21. PTS Membership

We are a member of PTS (No. 6090) and adhere to their Code of Conduct. More info:

www.protectedtrustservices.com/consumer

 

22. Special Requests

We’ll pass on special requests but cannot guarantee they will be met. We accept no liability if they are not.

 

23. Insurance

It is a condition of booking that you arrange adequate travel insurance for yourself and all members of your party. Your policy must, as a minimum, cover cancellation, medical expenses, and repatriation. We are not liable for any losses or costs that would have been covered by a suitable travel insurance policy. If you choose to travel without adequate insurance, we will not be responsible for any losses you suffer as a result.

 

24. Accommodation, Ratings & Local charges

Accommodation ratings are provided by the supplier and may vary by country. We cannot guarantee their accuracy. Rooms are allocated on arrival and are subject to availability. Certain amenities, including air conditioning, local taxes, resort fees, and hotel-run services, may carry an additional charge payable locally. You will be advised of any known charges at the time of booking.

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25. Room Allocation

Rooms are allocated on arrival. Local taxes and charges may apply and are payable on-site.

 

26. Building Work

Where notified, we’ll inform you of any building works that may affect your stay. If significant, we’ll seek remedies from the supplier.

 

27. Delivery of Documents

We’re not responsible for lost documents unless due to our negligence. Charges may apply to reissue them.

 

28. Passports, Visas & Health

You are solely responsible for ensuring that you and all members of your party hold valid passports, any required visas, and meet all health and entry requirements for your destination and any transit countries. Passports must generally be valid for at least 6 months beyond your return date. You must also ensure that all Advanced Passenger Information required by airlines is submitted accurately and on time.

We are not liable for any costs, fines, penalties, or losses incurred as a result of your failure to hold the correct documentation or meet entry requirements. We strongly recommend checking the latest FCDO travel advice at www.gov.uk/foreign-travel-advice before booking and before travel.

 

29. Final Travel Checks

Check all documents carefully. Reconfirm your flights at least 72 hours before departure.

 

30. Unavoidable Events (Force Majeure)

We will not be liable or pay compensation if our contractual obligations are affected by unavoidable and extraordinary circumstances that neither we nor the relevant supplier could have anticipated or avoided. Such circumstances include, but are not limited to, warfare, acts of terrorism, significant risks to human health (including pandemics), natural disasters, severe weather, industrial action, and government or regulatory actions. In such cases, we will take all reasonable steps to minimise the impact on your arrangements.

 

31. Behaviour & Indemnity

​You are expected to conduct yourself in an orderly and lawful manner throughout your trip. Suppliers reserve the right to terminate your booking or remove you from the property or transport without refund if your behaviour is deemed disruptive, threatening, or damaging. You will be liable for any damage caused to property. You agree to fully indemnify us and our Agents against any claims, costs, or losses arising from your conduct or that of any member of your party.​

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32. Acceptance of Terms

By proceeding with a booking or paying a deposit, you confirm that:

• You have read and accepted these Terms & Conditions 

• You have read and accepted the terms of The JLT Group and the relevant supplier

 

33. Data protection and privacy.

We respect your privacy and are committed to protecting your personal data. Your information will be used to fulfil your booking and may be shared with suppliers, airlines, and relevant authorities as required.

• Personal data is handled in line with our Privacy Policy and UK GDPR regulations 

• Sensitive information (e.g. passport details) is only stored where necessary and securely 

• Unsuccessful quote data may be deleted after approximately 3 months 

• Completed booking data is retained in line with legal and accounting requirements 

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34. Governing Law

These Terms are governed by English law. Disputes will be resolved in the courts of England and Wales.

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