Issued January 2026
Our values and approach
Torch Together holidays are shaped by our Christian faith and our values of being Christ-centred, open, creative and people-focused.
We are committed to treating every person with dignity and kindness, while being clear and honest about what we can and cannot provide. These Terms & Conditions help ensure our holidays are safe, fair and enjoyable for everyone.
1. Holiday applications and allocation of places
- Torch Together holidays are very popular and places are limited.
- Holiday places are not allocated on a first come, first served basis
- All holiday requests are treated as applications
- Submitting an application does not guarantee a place
- It is your responsibility to complete the application form fully and completely ensuring all details regarding your needs/mobility are correct. If your situation changes after you have completed your application form please inform us as soon as possible.
Applications are considered individually to ensure that:
- The holiday is suitable for the guest
- Support needs can be met safely
2. Supported access holidays
Torch Together holidays are supported access holidays. They are designed for people who can manage most day-to-day activities independently, with light-touch support from staff and volunteers.
Our staff and volunteers are pleased to offer:
- Friendly companionship and encouragement
- Light-touch guiding for blind and partially sighted guests
- Help with orientation in unfamiliar environments
- Support to access group activities, worship and shared meals
These holidays are not residential care holidays.
3. Defined support levels
Each holiday has a defined level of support available.
Where the total level of support required by participants exceeds what can reasonably be provided, we may:
- Limit the number of places offered
- Suggest alternative arrangements
- Offer an alternative Torch Together holiday
- Where no safe or suitable option is available, decline or cancel a booking
Decisions are always made through individual assessment and with care and respect.
4. Wheelchairs, mobility and manual handling
We warmly welcome guests with mobility needs, including those who use wheelchairs.
For health and safety reasons:
- Staff and volunteers cannot lift guests or assist with transfers
- Staff and volunteers cannot lift or carry wheelchairs
Guests who use wheelchairs or have significant mobility needs must be able to:
- Manage independently, or
- Attend with a carer, spouse, friend or family member who is willing and able to provide agreed support safely
Accessible transport and facilities vary by holiday location and cannot be guaranteed.
5. Deafblind guests and communication support
We value and welcome deafblind guests as part of our Torch community.
Some deafblind guests may require:
- Close guiding support
- Consistent communication support
- One-to-one assistance in unfamiliar environments
Where a guest requires continuous one-to-one guiding or communication support, we may ask that they attend with a support person who knows their needs well. Staff and volunteers are not able to provide specialist deafblind interpreting or continuous one-to-one support.
6. Support persons (carer, spouse, friend or family member)
Guests are welcome to attend with a carer, spouse, friend or family member.
If additional support is needed, and if they are willing, a spouse, friend or family member may apply to attend as a support person.
Support persons:
- Are not automatically expected to provide personal care
- Must be comfortable with any agreed support role
- Must be able to meet their own needs independently
- Must not rely on staff or volunteers for the same level of support as the guest they are supporting
We recognise that some support persons may themselves have sight loss or other needs, and this will always be considered carefully.
7. Changes in circumstances and reassessment
Guests must inform us as soon as possible if their circumstances change between booking and the holiday. This includes changes in:
- Health or wellbeing
- Mobility or wheelchair use
- Communication needs
- Availability of a support person
Where a change means we are no longer able to meet a guest’s needs safely within the support available for that holiday, we reserve the right to reassess the booking.
Following reassessment, we may:
- Agree adjustments
- Offer an alternative holiday
- Cancel the booking where no safe or suitable option is available
Any such decision will be discussed openly and compassionately with the guest.
8. Alternative holidays and signposting
If we are unable to offer a place on a particular holiday, we will always aim to:
- Discuss alternative Torch Together holidays, or
- Signpost to other suitable opportunities where possible
Our intention is to be creative and people-focused, even when a particular holiday is not the right fit.
9. Payments and deposits
- All Payments are on a full board basis.
- Prices are per person, per holiday
- A non-refundable deposit of £100 per guest is required to secure a confirmed place
- The remaining balance must be paid no later than 8 weeks before the holiday begins
- Cancellation: a 50% cancellation charge is payable within 8 weeks of the holiday start date; the full cost is payable should cancellation happen within 4 weeks of the holiday start date. In the unlikely event of Torch cancelling or changing a holiday, a full refund will be given.
- Prices do not include transport to and from your home area.
- The prices quoted are fixed prices. There are no reductions available for shared rooms, non en-suite rooms, ground floor rooms, carers or reduced stays.
10. Behaviour, safeguarding and wellbeing
We want our holidays to be safe, respectful and welcoming for everyone.
Guests are expected to behave respectfully towards other guests, staff and volunteers. We reserve the right to withdraw a place, before or during a holiday, where behaviour or support needs:
- Place others at risk, or
- Significantly impact the wellbeing of the group
Any such action will be taken with care and in line with safeguarding procedures.
11. Appeals and complaints
Guests who are unhappy with a holiday booking decision may request a review through our appeals process.
- Appeals must be made within 14 days of the decision being communicated
- Appeals will be reviewed by a senior member of staff not involved in the original decision
- Guests may also raise a confidential complaint in line with our Complaints Policy.
- Raising a concern will not affect future applications.
12. Equality and fairness
We are committed to equality, dignity and inclusion.
Decisions about holiday places are made based on:
- Individual circumstances
- Safety
- Support capacity
- Available resources
Decisions are never made on disability alone.
13. Assistance Dogs
Only registered assistance dogs are allowed at the venues. Dogs must be fully vaccinated and be up-to-date with flea and worming treatments. It is expected that assistance dogs will be working during the period of the holiday. Torch is not able to assist with a dog’s care needs.
14. Holiday Venues
- All venues operate a no smoking policy.
- Where the venue is licensed, only alcohol purchased there may be consumed on the premises.
- The holiday venues and Torch Trust are not responsible for the loss and damage to personal possessions whilst on the premises.
- Any loss or damage to the venue’s property will be charged for.
- Special diets can be catered for by the holiday venue. Please advise us of your needs on booking. If your dietary requirements change before the holiday start date please let us know and we will do our best to try and cater for them.
- Rooms are allocated firstly on a needs basis, then for your personal requirements.
15. Travel Insurance
We encourage you to take out your own holiday and travel insurance.
16. After the Holiday
If you choose to continue a friendship with a fellow guest, volunteer or Torch staff member after the holiday, please be aware that this will be a personal arrangement and is not part of the service offered by Torch
17. Agreement
By submitting an application or accepting a holiday place, guests confirm that they have read, understood and agree to these Terms & Conditions.