Effective date: October 4, 2026
Nancy Aiello Tours is a trading name of I Go Italy Srl, an Italy-based tour operator and travel agency. Your contract is with I Go Italy Srl, referred to in these Reservation Terms & Conditions as “The Company”. The Company’s VAT number is IT14064491005. We are licensed by the Regione Lazio (license number GR131559) and insured by Allianz Global Assistance RC Insurance (policy number: 731693168).
These Reservation Terms & Conditions explain how The Company works with you before, during, and after your travel. They set out the terms that apply to the services provided by The Company, including the Journey Design process, payments, changes, cancellations, and other matters relating to your journey.
Please read these Reservation Terms & Conditions carefully before engaging The Company. By engaging The Company for any services, you acknowledge that you have had the opportunity to review these Reservation Terms & Conditions and agree to be bound by them, together with the terms of your confirmed Journey Proposal and any other documents expressly incorporated into your engagement.
These Reservation Terms & Conditions apply to all services, journeys, and travel arrangements confirmed by The Company for the Client, referred to in these Reservation Terms & Conditions as the “Client”, “you”, or the “Traveler”. They apply to all written materials relating to those services, including brochures, documents, correspondence, and electronic communications. No verbal agreement shall modify or override these Reservation Terms & Conditions unless expressly confirmed in writing by The Company.
When proceeding with a payment, these Reservation Terms & Conditions will be presented within the secure payment page for your review and acceptance before the transaction is completed. The Company is entitled to rely on your acceptance of these Reservation Terms & Conditions upon receipt of your payment or other confirmation of the relevant services.
These Reservation Terms & Conditions apply to services arranged on behalf of other travelers as well as to services arranged for you personally. You are responsible for ensuring that all members of your party are informed of and agree to these Reservation Terms & Conditions. The Company is not responsible for any failure to communicate them to other travelers in your party.
These Reservation Terms & Conditions supersede any prior terms or agreements relating to the same services, unless otherwise expressly confirmed in writing by The Company. Any amendment, waiver, or variation of these Reservation Terms & Conditions must be confirmed in writing by The Company.
Journey Design Fee
The Company charges a non-refundable Journey Design Fee for the design of a bespoke private journey. The applicable fee is determined by factors such as the number of travelers, journey duration, itinerary complexity, and the amount of advance notice provided. The applicable fee will be communicated to you before Journey Design begins.
A bespoke journey requires dedicated time, expertise, judgment, and creativity well before travel takes place. The Journey Design Fee reflects the time dedicated to your initial consultation, the exercise of professional judgment, the development of your personalized proposal, and the expertise required to shape a cohesive journey around your preferences and the way you wish to experience Italy.
Before The Company begins detailed Journey Design or makes specific arrangements on your behalf, the applicable non-refundable Journey Design Fee must be paid.
The Journey Design Fee is non-refundable under all circumstances, including cancellation initiated by you or cancellation by The Company for any reason. The fee compensates for the professional time, expertise, judgment, and resources required to design your personalized travel experience and does not guarantee the availability or provision of travel services.
Trip requests made less than ninety (90) days before the requested arrival date are considered last-minute. An additional Journey Design Fee may apply due to the increased professional work required to develop, coordinate, and secure arrangements on short notice. Any applicable additional fee will be communicated to you before the planning process proceeds and will be non-refundable upon payment.
By paying the Journey Design Fee, you acknowledge and agree to the terms applicable to the Journey Design process set out in these Reservation Terms & Conditions.
Booking Terms & Payment Schedule
Payment of the Journey Design Fee relates to the Journey Design process and does not, by itself, confirm or secure a journey.
A binding contract for the confirmed journey is formed when you approve your Journey Proposal and the required Confirmation Deposit or, where applicable, the full journey payment has been received by The Company. Until the required payment is received, all proposed arrangements remain subject to availability and pricing and are not confirmed.
Confirmation Deposit
Once you have approved your Journey Proposal, a non-refundable Confirmation Deposit equal to thirty percent (30%) of the total journey cost is required to confirm and secure the arrangements included in your journey.
In certain circumstances, a higher deposit may be required for arrangements involving yachts, helicopters, or other services requiring substantial advance commitments. You will be informed of any such amount before payment.
Until the required Confirmation Deposit is received, proposed arrangements remain subject to availability and pricing and are not confirmed. Because our journeys are bespoke and may involve limited-availability arrangements through trusted local partners, availability and pricing cannot be guaranteed until the required payment has been received.
Final Payment
The remaining balance is due no later than ninety (90) days prior to your arrival date.
If full payment is not received by this deadline, The Company reserves the right to cancel the booking, release any reservations held on your behalf, and apply the applicable cancellation terms set out in Section 3. In such circumstances, The Company will have no further obligation to provide the journey or hold the arrangements.
Late Bookings
If your booking is made within ninety (90) days of your arrival date, full payment is required at the time of confirmation in order to secure your journey.
For bookings made within this timeframe, an additional Journey Design Fee may apply due to the increased professional work required to develop, coordinate, and secure arrangements on short notice. Any applicable additional fee will be communicated to you before the planning process proceeds and will be non-refundable upon payment.
Responsibility for Payment
The individual designated as the Lead Traveler is responsible for full payment on behalf of all travelers included in the booking and confirms that all members of the party have been informed of and agree to these Reservation Terms & Conditions.
Currency & Accepted Payment Methods
All journey pricing is quoted in Euros (€).
Payments may be made by:
Itinerary Pricing
Pricing is based on your customized journey, the selected arrangements, availability, and the travel dates confirmed for your journey.
The journey cost may include private ground transportation, high-speed train travel, private expert guides and drivers, dedicated travel expertise, subject-matter experts, special experiences, activities, entrance fees, taxes, duties, and other services specifically included in your confirmed Journey Proposal.
International and domestic airfare, accommodations, travel insurance, gratuities, personal expenses, and excess baggage charges are not included unless explicitly stated in your Journey Proposal.
The final price reflects the personalized Journey Design, destination expertise, travel coordination, and services provided by The Company, together with the specific arrangements included in your confirmed journey.
Prices are based on the rates and costs applicable at the time of confirmation and may change before the journey is confirmed. Once the journey has been confirmed and the required deposit has been received, the confirmed journey price will apply, except where changes are subsequently requested by you or where additional costs arise under these Reservation Terms & Conditions.
The quoted journey price represents the total cost for all participants and is based on the specific number of travelers and travel dates confirmed for the journey. Any change to the number of travelers or travel dates may result in an adjusted price.
For example, if a traveler sharing double occupancy cancels, the remaining traveler may be responsible for the full applicable room rate, together with any resulting changes to transportation, experiences, or other services.
Itinerary Acceptance
Once you approve your Journey Proposal and the required Confirmation Deposit has been received, The Company will proceed with confirming and securing the arrangements included in your journey.
Availability and pricing cannot be guaranteed until the required payment has been received. Any changes requested after confirmation may affect the journey and may result in additional costs in accordance with Section 3.
3.1 — Cancellation by You and Unused Services
Cancellation of your journey must be made in writing and is effective from the date the written notification is received by The Company during regular business hours (Monday to Friday, 9:00 AM to 5:00 PM CET, excluding Italian National Holidays).
Any Journey Design Fee paid is separate from the journey cost and is non-refundable under all circumstances. Any applicable amendment fees already paid are also non-refundable.
Cancellation charges are calculated as a percentage of the total journey cost and are applied according to the following schedule:
Certain travel components may be non-refundable from the time of confirmation, including, but not limited to, train tickets, ferry tickets, entrance fees, event tickets, special-access arrangements, and other services subject to non-refundable supplier terms. Such amounts may be retained in addition to the applicable cancellation charges to the extent they are not otherwise included in those charges.
Once travel has commenced, no refund will be provided for unused portions of the itinerary, including services not used because of late arrival, early departure, missed services, voluntary changes, or changes made during travel. The Company is not responsible for unused services resulting from illness, quarantine, pregnancy or pregnancy-related conditions, health-related restrictions imposed by suppliers, adverse weather, or other unforeseen circumstances, except to the extent otherwise required by applicable law.
If your cancellation falls within the provisions of your travel insurance policy, you may be entitled to compensation. Any claim must be made directly with your insurance provider, and it is your responsibility to understand and review the scope and conditions of your coverage.
To protect yourself against potential financial loss, we strongly recommend purchasing comprehensive travel insurance that includes trip cancellation, trip interruption, medical coverage, and other protections appropriate to your circumstances.
3.2 — Amendments by You
If you wish to make changes to your confirmed journey after the initial deposit has been paid, all requests must be submitted in writing by the Lead Traveler. The Company will make reasonable efforts to accommodate requested changes, but modifications are subject to availability and cannot be guaranteed.
Any approved change may require the journey to be re-priced based on the rates, availability, and terms in effect at the time the change is requested. Additional deposits, balance payments, supplier charges, cancellation penalties, or other costs may therefore apply.
Changes may also require additional professional work by The Company. Depending on the nature, timing, and scope of the requested changes, an additional amendment fee may apply. Any applicable amendment fee and other resulting costs will be communicated to you before the additional work is undertaken or the requested change is confirmed. Payment of any applicable amendment fee and resulting costs will be required before the requested change is undertaken or confirmed.
A change of name is considered a cancellation and rebooking and will be subject to the cancellation terms set out above.
If a change request is made less than ninety (90) days prior to your arrival date, The Company reserves the right to treat the request as a full cancellation and rebooking. In such cases, the requested change may not be possible, and the applicable cancellation charges set out above will apply in addition to any costs for new arrangements, if confirmed.
3.3 — Cancellation by Us
The Company reserves the right to cancel a confirmed journey where circumstances arise that make it necessary or impracticable for The Company to provide the journey as confirmed, including circumstances affecting the safety, quality, availability, or proper operation of the arrangements.
If The Company cancels a journey for reasons within its reasonable control and other than Force Majeure, we will notify you promptly and, where reasonably possible, offer an alternative arrangement or revised journey. If you do not wish to accept an alternative arrangement, The Company will refund amounts paid for services that cannot be provided, less any non-refundable costs already committed to suppliers and other amounts properly retained under these Reservation Terms & Conditions. The Journey Design Fee remains non-refundable.
The Company will not be responsible for costs or penalties relating to travel arrangements booked independently by you, including airfare, separate accommodation, transportation, insurance, or other services not arranged through The Company.
3.4 — Amendments by Us
Every effort is made to deliver your journey as confirmed. However, circumstances may occasionally require The Company or one of its suppliers to make changes to experiences, transportation, schedules, routes, venues, or other elements of the journey.
Where a change becomes necessary, The Company will make reasonable efforts to notify you as soon as practicable and, where appropriate, propose a suitable alternative that maintains the character and overall quality of the journey.
Certain changes may result from circumstances beyond The Company’s reasonable control or from decisions made by suppliers, venues, transportation providers, or other third parties involved in the journey. Where such changes result in additional costs that cannot reasonably be avoided and are not attributable to The Company, those costs may be payable by you. We will advise you of any such additional costs before they are incurred whenever reasonably practicable.
If a significant change materially affects the nature of your journey, The Company will discuss the available alternatives with you and make reasonable efforts to find an appropriate solution in keeping with the journey originally designed.
The Company is not responsible for changes, delays, or additional costs arising from travel arrangements booked independently by you or from circumstances beyond the reasonable control of The Company or its suppliers.
3.5 — Force Majeure
“Force Majeure” means any event or circumstance beyond the reasonable control of The Company or the suppliers involved in providing your journey, the effects of which could not reasonably have been prevented or avoided. Such circumstances may include, but are not limited to, natural disasters, severe weather, fire, flood, earthquake, war or threat of war, terrorism, civil unrest, strikes or industrial action, epidemics or pandemics, quarantine restrictions, government intervention or restrictions, border closures, changes in applicable regulations, mechanical or technical failures or interruptions beyond the reasonable control of The Company or the relevant supplier, interruption of essential services, or other unforeseen circumstances affecting the provision of the journey.
Where a Force Majeure event affects or is reasonably expected to affect the performance of the journey, The Company may, where necessary, modify, postpone, suspend, or cancel the affected arrangements, in whole or in part.
If The Company is directly affected by a Force Majeure event, we will, where reasonably practicable, notify you of the nature and extent of the disruption and its anticipated impact on the provision of your journey.
The Company will make reasonable efforts to mitigate the effects of the disruption and, where possible, identify suitable alternatives.
Where alternative arrangements can reasonably be provided, The Company may offer revised dates, alternative services, or other arrangements appropriate to the circumstances. Any additional costs arising from such alternatives that are not recoverable from suppliers may be payable by you, and we will communicate such costs before they are incurred whenever reasonably practicable.
If the journey, or a material part of it, cannot reasonably be provided as a result of Force Majeure, The Company may cancel or postpone the affected arrangements. Any refund or travel credit will be subject to applicable law and, where permitted, limited to amounts that The Company is able to recover from suppliers or other third parties for services not provided, less any non-refundable supplier charges and other amounts properly retained under these Reservation Terms & Conditions. The Journey Design Fee remains non-refundable.
The Company will not be responsible for any loss, expense, compensation, or other costs arising from Force Majeure, including costs relating to airfare, independently booked accommodation, transportation, insurance, or other arrangements not booked through The Company, except to the extent otherwise required by applicable law.
We strongly recommend that you purchase comprehensive travel insurance that includes coverage for trip cancellation, trip interruption, medical expenses, and circumstances that may affect your ability to travel or result in changes to your journey.
Upon receipt of your confirmed itinerary and any related travel documents, you are responsible for reviewing them promptly and notifying The Company of any errors or discrepancies. The Company will make reasonable efforts to correct any errors attributable to us. Any costs incurred to correct information or arrangements that were provided correctly by The Company but later changed or found to be incorrect by you may be payable by you.
You are responsible for ensuring that all travelers have valid passports and any visas, permits, electronic travel authorizations (ETAs), vaccinations, health documentation, or other travel documents required for entry into or travel within the countries included in your journey. Requirements may vary depending on nationality, destination, transit points, and travel dates. The Company does not control the issuance, approval, or processing of visas, permits, ETAs, or other government-issued travel authorizations, and cannot guarantee that any such authorization will be issued or approved. You are responsible for verifying the requirements applicable to your circumstances, obtaining all required documentation and authorizations in sufficient time before travel, and ensuring that they remain valid for the duration of your journey. The Company is not responsible for any loss, expense, delay, denied entry, or missed services resulting from a traveler’s failure to obtain or maintain the required documentation or comply with applicable entry or health requirements.
You are responsible for arriving on time for flights, transportation, accommodations, private guides, experiences, and other pre-booked services included in your journey. This includes allowing sufficient time for check-in and any required procedures. No refund or credit will be provided for services missed as a result of late arrival, failure to check in on time, or lost or misplaced travel documents. Any additional costs incurred to reschedule, replace, or arrange alternative transportation or other services as a result of such circumstances will be your responsibility.
You are responsible for informing The Company, before confirming your journey, of any medical condition, disability, mobility limitation, pregnancy, dietary requirement, or other personal circumstance affecting you or any member of your party that may affect the ability to participate in the journey or require specific arrangements or accommodations.
The Company will make reasonable efforts to take such requirements into account when designing and arranging your journey. However, the availability and suitability of specific services, facilities, transportation, accommodations, and experiences are subject to the limitations and requirements of the relevant suppliers.
You are responsible for ensuring that any medical, physical, pregnancy-related, or other personal requirements have been fully and accurately disclosed to The Company in sufficient time for appropriate arrangements to be considered. The Company cannot be held responsible for difficulties, limitations, denied boarding or access, or additional costs arising from requirements that were not disclosed in advance or that could not reasonably have been accommodated. Failure to provide this information may result in The Company exercising its right to cancel the booking or decline to provide affected arrangements upon becoming aware of the issue, in accordance with these Reservation Terms & Conditions, including the applicable provisions of Section 3.
We strongly recommend that you purchase comprehensive travel insurance in conjunction with your custom-designed itinerary. Travel insurance provides important protection against unforeseen circumstances, including medical emergencies, trip cancellation, trip interruption, lost or delayed baggage, and other events that may occur before or during your journey.
It is your responsibility to ensure that your policy provides adequate coverage for your personal circumstances and the nature of your journey, including, where applicable, pre-existing medical conditions, emergency medical treatment, medical evacuation and repatriation, trip cancellation and interruption, and cancellation or amendment fees.
In the event of a medical emergency, illness, injury, trip interruption, cancellation, or other circumstance covered by your policy, you are responsible for contacting your insurance provider or its designated assistance service directly and following the procedures and requirements of your policy.
The Company is not an insurance provider and does not act as your insurer or insurance assistance service. The Company cannot guarantee that any loss, expense, cancellation, interruption, medical treatment, evacuation, repatriation, or other cost will be covered by your insurance policy.
If you choose to travel without adequate travel insurance, you do so at your own risk. To the fullest extent permitted by applicable law, The Company shall not be responsible for losses, costs, expenses, or other consequences that could have been covered by appropriate travel insurance.
Any claim arising under a travel insurance policy must be made directly to the relevant insurer and will be subject to the terms, conditions, exclusions, limitations, and requirements of that policy. The Company is not responsible for determining whether a particular loss, expense, cancellation, interruption, medical event, or other circumstance is covered by your insurance policy.
7.1 — Third-Party Suppliers and Services
The Company works with independent hotels, transportation providers, guides, experience providers, venues, and other third-party suppliers in arranging elements of your journey. These suppliers are independent businesses and The Company does not own or operate them.
Each supplier remains responsible for the services it provides in accordance with its own terms, conditions, policies, and operational requirements. The availability, delivery, and specific conditions of supplier services may therefore be affected by circumstances within the supplier’s control or by requirements applicable to that service.
Where a supplier is responsible for providing a service included in your confirmed journey, The Company will coordinate with the relevant supplier and, where appropriate, make reasonable efforts to assist in addressing any issue that arises.
Where your journey constitutes a package within the meaning of applicable law, The Company remains responsible for the proper performance of the travel services included in the package to the extent required by applicable law, regardless of whether those services are performed by The Company or by independent third-party suppliers.
Where a supplier fails to provide a service as confirmed, The Company will, where reasonably practicable, work with the relevant supplier to remedy the issue or identify an appropriate alternative in accordance with these Reservation Terms & Conditions and applicable law.
Any refund, credit, compensation, or other remedy relating to a supplier’s failure will be handled in accordance with applicable law, the terms of your confirmed journey, and any applicable supplier terms, including any amounts that The Company is entitled to recover from the relevant supplier.
Nothing in these Reservation Terms & Conditions is intended to exclude or limit any responsibility of The Company that cannot lawfully be excluded or limited under applicable law.
7.2 — Assumption of Risk
Certain activities and experiences included in a journey may involve inherent physical or environmental risks that cannot be completely eliminated. These may include, without limitation, hiking, boating, swimming, water-based activities, cycling, physical exertion, exposure to weather or natural conditions, and other activities requiring a particular level of physical ability or involving conditions beyond The Company’s reasonable control.
You are responsible for considering whether an activity is appropriate for your personal circumstances, abilities, experience, and any medical, mobility, dietary, pregnancy-related, or other personal requirements that may affect your participation. You are also responsible for informing The Company in advance of any such circumstances that may affect your ability to participate or require specific arrangements or accommodations.
You are responsible for following reasonable safety instructions and requirements provided by The Company, suppliers, guides, instructors, venues, or other professionals involved in an activity. Where a supplier or other service provider imposes a safety restriction or determines that participation is not appropriate or permitted based on its applicable policies or professional requirements, The Company will respect and communicate that determination where reasonably practicable.
The Company will make reasonable efforts to take disclosed personal requirements into account when designing and arranging your journey. However, participation in particular activities remains subject to the requirements, policies, safety standards, and professional judgment of the relevant supplier or service provider.
Nothing in this Section limits or excludes any responsibility of The Company that cannot lawfully be excluded or limited under applicable law.
7.3 — Limitation of Liability
The Company is responsible for the proper performance of the services and arrangements that it undertakes to provide directly to you under these Reservation Terms & Conditions and in accordance with applicable law.
The Company is not responsible for circumstances or losses arising from the acts, omissions, delays, failures, or decisions of independent suppliers, or from events beyond The Company’s reasonable control, except to the extent that such responsibility arises from The Company’s own acts or omissions or cannot lawfully be excluded or limited.
To the fullest extent permitted by applicable law, The Company shall not be liable for indirect, incidental, special, consequential, exemplary, or punitive damages, or for loss of profits, revenue, business, business opportunities, or other similar economic losses, except where such damages or losses are recoverable under mandatory applicable law.
Where applicable law permits the contractual limitation of liability for compensation arising from the performance of a package, The Company’s total aggregate liability shall be limited to the maximum extent permitted by such law and, where no lower limitation is permitted, shall not exceed three times the total price of the package.
No limitation of liability in these Reservation Terms & Conditions shall apply to personal injury or death, or to damage caused intentionally or by negligence, to the extent that such liability cannot lawfully be excluded or limited. Nothing in these Reservation Terms & Conditions shall exclude or limit any other liability, right, remedy, or protection that cannot lawfully be excluded or limited under applicable law.
Where international conventions or mandatory passenger-rights legislation applicable to a particular travel service limit or regulate the liability of the relevant service provider, the corresponding limitations, exclusions, defenses, or remedies shall apply to the extent permitted by applicable law.
Nothing in this Section 7.3 affects any mandatory rights or remedies available to you under applicable Italian, European Union, or international law.
7.4 — Client Responsibilities
You are responsible for providing The Company with complete and accurate information relevant to the design and provision of your journey, including the number and identity of travelers, travel dates, personal requirements, medical or mobility considerations, dietary requirements, and any other circumstances that may affect the arrangements or your ability to participate in the journey.
You are responsible for ensuring that all information provided to The Company remains accurate and up to date and for promptly notifying The Company of any changes that may affect your journey.
You are responsible for complying with all applicable laws, regulations, entry requirements, health requirements, supplier policies, and reasonable instructions relating to your journey. This includes ensuring that you hold the necessary passports, visas, permits, medical documentation, and other travel documents required for your circumstances.
You are also responsible for your conduct throughout the journey and for complying with the reasonable rules, policies, and safety instructions of The Company, hotels, transportation providers, guides, experience providers, venues, and other suppliers.
The Company shall not be responsible for any additional costs, losses, missed services, or other consequences arising from inaccurate, incomplete, or late information provided by you, your failure to comply with applicable requirements or supplier policies, or your failure to follow reasonable instructions.
The Company shall not be responsible for any difficulties, losses, missed services, additional costs, or other consequences arising from circumstances, requirements, or information that were not disclosed to The Company in sufficient time before the journey or that could not reasonably have been accommodated based on the information provided.
Where your actions, omissions, or failure to comply with these responsibilities result in additional costs, damage, claims, or expenses incurred by The Company or a third-party supplier, you may be responsible for those costs to the extent permitted by applicable law.
7.5 — Client Indemnification
To the fullest extent permitted by applicable law, you agree to indemnify and hold harmless The Company, its directors, officers, employees, agents, and representatives from and against reasonable claims, liabilities, losses, damages, costs, and expenses, including reasonable legal and professional fees, arising from or relating to:
This indemnification obligation does not apply to the extent that a claim, loss, damage, cost, or expense results from the negligence, willful misconduct, or breach of contract of The Company or from any liability that cannot lawfully be excluded or limited.
7.6 — Independent Travel Arrangements
The Company is responsible only for the services and arrangements expressly included in your confirmed journey and arranged or provided by The Company.
The Company is not responsible for additional services, facilities, or amenities offered directly by a hotel, transportation provider, experience provider, or other supplier that are not expressly included in your confirmed journey or agreed to be arranged by The Company. Any such services are provided directly by the relevant supplier and are subject to that supplier’s own terms, conditions, policies, and charges.
The Company is not responsible for any travel arrangements or services booked independently by you or by any member of your traveling party, including airfare, accommodation, transportation, activities, tours, cruises, insurance, or other services not arranged through The Company.
Any delays, cancellations, changes, missed connections, additional costs, losses, or other consequences arising from independently booked arrangements are your responsibility and will not create any obligation for The Company to modify, replace, reimburse, or otherwise compensate you for affected services, except where otherwise required by applicable law.
Where an independently booked arrangement affects the timing or operation of your journey, The Company will make reasonable efforts to assist where practicable, but any additional services or costs required as a result will be at your expense.
7.7 — Weather and Natural Conditions
Weather conditions and natural events are inherently unpredictable and beyond The Company’s reasonable control. These may include, without limitation, severe weather, heavy rainfall, strong winds, extreme temperatures, snow, volcanic activity, ash clouds, flooding, earthquakes, or other natural conditions that may affect the operation, availability, timing, or enjoyment of services or experiences included in your journey.
The Company shall not be responsible for any loss, damage, delay, disruption, cancellation, additional cost, missed service, or other consequence arising from weather conditions or natural events beyond The Company’s reasonable control, except to the extent such liability cannot lawfully be excluded or results from a breach of The Company’s own obligations under these Reservation Terms and Conditions.
Where such conditions affect the provision of a service or experience, The Company will make reasonable efforts, where practicable, to assist in identifying an appropriate alternative or adjustment. Any changes, cancellations, or refunds relating to services provided by independent suppliers will remain subject to the terms and policies of the relevant supplier and to any amounts The Company is able to recover on your behalf.
Nothing in this section limits or replaces the Force Majeure provisions set out in Section 3.
7.8 — Severability and Entire Agreement
If any provision of these Reservation Terms and Conditions is found to be invalid, unlawful, or unenforceable, that provision shall be enforced to the fullest extent permitted by applicable law and, to the extent it cannot be enforced, shall be deemed modified or severed to the minimum extent necessary. The remaining provisions shall remain in full force and effect.
These Reservation Terms & Conditions, together with the confirmed Journey Proposal and any other documents expressly incorporated into the booking, constitute the agreement between you and The Company in relation to the relevant services.
No amendment, waiver, or variation of these Reservation Terms and Conditions shall be binding unless confirmed in writing by The Company.
8.1 Hotel Check-In and Room Requests
Standard hotel check-in is generally available from mid-afternoon, although check-in times vary by property. Early check-in cannot be guaranteed. If you require access to your room immediately upon arrival, an additional night may need to be booked in advance, subject to availability and applicable charges.
Room upgrades, adjacent or connecting rooms, bedding preferences, dietary requirements, and other specific requests may be communicated to the relevant property in advance. The Company will make reasonable efforts to accommodate such requests, but they remain subject to availability and confirmation by the relevant property and cannot be guaranteed unless expressly confirmed as part of your journey.
Where a requested room type, configuration, upgrade, or other accommodation arrangement is not available, The Company will, where practicable, work with the relevant property to identify an appropriate alternative.
8.2 Accommodation Terms and Supplier Conditions
Accommodation is selected and arranged as part of your bespoke journey according to the requirements and preferences established during the Journey Design process.
Each accommodation provider is an independent supplier and may have its own terms, conditions, policies, check-in requirements, cancellation provisions, and operational procedures. These terms and requirements apply to the relevant accommodation reservation and may affect the availability or delivery of specific services or requests.
The Company will, where reasonably practicable, inform you of material accommodation requirements or conditions that are relevant to your confirmed journey. However, services, facilities, amenities, room configurations, and other features offered directly by an accommodation provider remain subject to that provider’s availability, policies, and operational requirements.
9.1 Reporting Issues During Your Journey
If any issue arises during your journey in connection with a service or arrangement included in your confirmed itinerary, you should notify the relevant supplier immediately so that it may be addressed locally wherever possible. Where the matter requires the involvement of The Company, you should notify The Company in writing as soon as reasonably practicable. Prompt notification gives The Company and the relevant supplier a reasonable opportunity to investigate the issue and, where possible, take appropriate steps to address it while you are still traveling.
Where an issue can reasonably be addressed by The Company or the relevant supplier, you are expected to allow a reasonable opportunity to address it before arranging alternative services or incurring any additional expense without their prior involvement.
9.2 Formal Complaints to The Company
If an issue cannot be resolved during your journey, any formal complaint must be submitted to The Company in writing within fourteen (14) days of the conclusion of your journey. Your complaint must include your booking reference and full details of the issue, including the services or arrangements concerned and any relevant supporting information reasonably necessary for The Company to investigate and respond to the matter.
Failure to comply with this procedure may limit The Company’s ability to investigate the matter, obtain relevant information from suppliers, and respond to your complaint.
The Company will review complaints received in accordance with this procedure and will respond within a reasonable period.
Failure to report an issue promptly or to provide The Company or the relevant supplier with a reasonable opportunity to address it may affect The Company’s ability to investigate the matter, obtain information from suppliers, or take appropriate corrective action, and may affect any claim for compensation, refund, or other remedy to the extent permitted by applicable law.
9.3 Payment Disputes and Chargebacks
If you have a question or concern regarding a payment, cancellation, refund, or other charge, you agree to contact The Company directly so that the matter can be reviewed in accordance with these Reservation Terms & Conditions.
A payment dispute or chargeback should not be used as an alternative to the cancellation, amendment, or refund procedures set out in these Reservation Terms & Conditions.
Where a payment is reversed or disputed without a valid basis, The Company reserves the right to recover any reasonable costs and expenses incurred as a result, to the extent permitted by applicable law.
10.1 Photographs, Videos and Other Media
During your journey, photographs, videos, audio recordings, or written or spoken statements may occasionally be created in connection with your travel experience.
The Company will not use identifiable photographs, videos, recordings, or statements featuring you or members of your traveling party for promotional or commercial purposes without appropriate authorization.
If The Company requests permission to use such material for promotional, marketing, editorial, or other commercial purposes, the applicable authorization will be obtained separately.
You may notify The Company at any time if you have questions or concerns regarding the use of images or other media in which you or a member of your traveling party appears.
10.2 Accuracy of Information
The content of The Company’s website and other general informational materials is provided for general informational purposes only. While The Company makes reasonable efforts to ensure that information is accurate and current, information relating to destinations, accommodations, transportation, experiences, opening hours, availability, regulations, and other travel matters may change without notice.
The Company does not represent or warrant that website content or other general informational materials are complete, continuously current, or free from errors or omissions. Such information does not form part of your confirmed journey unless expressly incorporated into your Journey Proposal or other booking documentation.
Third-party content, including articles, testimonials, reviews, or commentary, may appear on our website or in other communications. Such content may reflect the views of its respective authors and does not necessarily represent the views of The Company.
To the fullest extent permitted by applicable law, The Company shall not be liable for losses arising solely from your reliance on general website information that does not form part of your confirmed journey.
10.3 Intellectual Property and Company Documentation
All materials provided by The Company, including website content, text, photographs, graphics, documents, itineraries, Journey Proposals, travel materials, trademarks, logos, and other content, are protected by applicable copyright, trademark, and other intellectual property rights.
Such materials are provided for your personal use in connection with your journey and may not be copied, reproduced, republished, distributed, transmitted, modified, commercially exploited, or otherwise used without the prior written consent of The Company, except where permitted by applicable law.
The Company’s travel documentation, including vouchers, booking confirmations, tickets, and other documents issued in connection with your journey, may not be altered, reproduced, or misused. Unauthorized alteration or use may result in the cancellation of affected services, denial of service where permitted by the relevant supplier, and/or other appropriate action.
10.4 Copyright and Intellectual Property Disputes
The Company respects the intellectual property rights of others and expects users of its website and services to do the same.
If you believe that your copyrighted work or other intellectual property has been copied, reproduced, displayed, distributed, or otherwise made available through The Company’s website or other digital materials in a manner that constitutes infringement, please submit a written notice to The Company containing sufficient information to allow the matter to be reviewed, including, where applicable:
Please send any such notice to the contact address designated by The Company for this purpose.
Upon receipt of a sufficiently detailed notice, The Company will review the claim and, where appropriate, take reasonable action in response, which may include removing or disabling access to the material concerned or contacting the relevant party for further information.
10.5 Website Availability and Security
The Company makes reasonable efforts to maintain the availability and proper functioning of its website and related digital services. However, uninterrupted or error-free access cannot be guaranteed.
The Company does not warrant that the website or its servers will always be available, free from technical interruptions, or free from viruses or other harmful components.
To the fullest extent permitted by applicable law, The Company shall not be responsible for losses arising from temporary website unavailability, technical interruptions, or harmful components originating from third parties.
Your travel agent may assist you with general information, including required documentation, payment schedules, cancellation policies, and other matters relating to your booking, and may support you in addressing questions or communications concerning your journey.
However, your travel agent acts solely as an independent intermediary and is not an employee, agent, partner, or representative of The Company unless expressly authorized in writing.
The Company shall not be liable for any representations, advice, promises, omissions, errors, or other communications made independently by the travel agent, nor for any failure on the part of the travel agent to convey accurate or timely information provided by The Company.
All official terms, confirmations, payment instructions, amendments, and contractual obligations arise exclusively from documentation issued directly by The Company or expressly confirmed by The Company in writing. In the event of any inconsistency between information provided by a travel agent and documentation issued by The Company, the documentation issued by The Company shall prevail.
The Client remains responsible for reviewing and understanding the booking documentation, payment requirements, cancellation terms, and other information provided directly by The Company.
11.9 Survival
Certain provisions of these Reservation Terms and Conditions, including provisions relating to liability, indemnification, payment obligations, intellectual property, governing law, jurisdiction, dispute resolution, and any other provisions that by their nature are intended to survive, shall remain in effect following the completion, cancellation, or termination of your journey to the extent necessary to give effect to their purpose.
