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Booking Terms & Conditions 

1. Introduction

1.1    These booking conditions, together with our privacy notice and any other written information apply to your booking with Graceful Wanderlust Limited (registered company number 14957057) of 1 Queen Square, Bath, BA1 2HA ("we" or "us"). Please read them carefully as they set out our respective rights and obligations. In these booking conditions references to "you" and "your" include the first-named person on the booking and all persons on whose behalf a booking is made or any other person to whom a booking is added or transferred. If you have any further questions after reading these booking conditions, then please contact our customer services team at hello@gracefulwanderlust.com who will be happy to help you.

1.2    We act only as an agent. When you make a booking your contract (or contracts) will always be with the supplier(s) of the travel services you have booked. Our obligations to you may vary depending upon which arrangements you book with us, and we set them out clearly below.

1.3    We are a member of Protected Trust Services and all bookings are fully protected.  Please see further information here: https://www.protectedtrustservices.com/business/benefits/consumer-protection/

2.    Booking

2.1    By making a booking, you agree on behalf of all persons detailed on the booking that you have read these booking conditions and agree to be bound by them and that you are over 18 years of age.

2.2    When you make your booking you must pay the relevant deposit as specified at the time of booking. If you believe that any details on the booking summary (or any other document) are wrong you must advise us immediately as it may not be possible to make changes later, you may incur charges to make changes and it may harm your rights if we are not notified of any inaccuracies in any document immediately.

2.3    Please check that all names, dates and timings are correct on receipt of all documents and advise us of any errors immediately. We will not make any charge for changes to documents, but you will have to pay any charges made by suppliers. Please ensure that the names given are the same as in the relevant passport.

3.    Payment

3.1    You will be required to pay a deposit or make full payment for your booking at the time of booking. Where you only pay a deposit, you must pay the full balance by the balance due date notified to you. If full payment is not received by the balance due date, we will notify the supplier who may cancel your booking and charge the cancellation fees set out in their booking conditions. Except where otherwise advised or stated in the booking conditions of the supplier concerned, all monies you pay to us for arrangements will be held on behalf of the supplier(s) concerned.

4.    Your contract

4.1    When making your booking we will arrange for you to enter into contracts with the suppliers (tour operator, airline or other suppliers) named on your booking summary. For most bookings, we act as agents for the supplier, but we act as your agent when making a booking with most no-frills airlines. Details will be given at the time of booking. The supplier's booking conditions will apply to your booking, and we advise you to read these carefully as they contain important information about your booking. They may limit or exclude the supplier's liability to you, as well as in accordance with applicable International Conventions. Please ask us for copies of these if you do not have them. Until a component has been confirmed by the individual supplier, no contract has been formed.

4.2    You may wish to purchase hotels, car rental, transfers or other services on our website. Each component will be provided by different third-party providers of the products you have selected. Your contract will be with the individual suppliers and not with us. As an agent, we accept no responsibility for the acts or omissions of the supplier or for the services provided by the supplier.

5.    If You Want to Change or Cancel Your Holiday

5.1    Any cancellation or amendment request must be sent to us in writing by the lead passenger and will not take effect until received by us. If you cancel or amend your booking the supplier may charge the cancellation or amendment charge shown in their booking conditions (which may be 100% of the cost of the travel arrangements). We may collect this on their behalf and you also must pay us any applicable administration charges.

6.    Changes or Cancellations by the Supplier

6.1    We will inform you of any changes or cancellations as soon as reasonably possible. If the supplier offers alternative arrangements or a refund, you will need to let us know your choice within the time frame we stipulate. If you fail to do so the supplier is entitled to assume you wish to receive a full refund. We accept no liability for any changes or cancellations made to your arrangements by the supplier under your contract with them.

7.    Our Design & Concierge Fee

7.1   Our Design & Concierge Fee ensures that Graceful Wanderlust Limited is paid for our time whether or not you finalise your booking with us. Our Design & Concierge Fee covers our time in consultation, research, pricing and support before, during and post travel. By paying our non-refundable Design & Concierge Fee, you are agreeing to our Terms & Conditions.

 

Our Design & Concierge Fee covers our work on the following:

 

  • Customised proposal with unlimited edits up until deposit

  • Customised itinerary via PDF, website portal and our own private app 

  • Unlimited edits to your itinerary prior to and throughout your trip 

  • Unlimited access to us via email and scheduled calls prior to travel during normal business hours and/or texting or message via app during travel

  • We reply to emails within 48 business hours

  • Emergency contact numbers and 24/7 support during your trip

  • Itinerary app and documents with an overview and any necessary vouchers or tickets

  • Restaurant recommendations and dining reservations catered to your destination/s and preferences 

  • Curated local experiences that connect you with local culture and tradition 

  • Special occasion planning that turn your special occasions into lifelong memories 

  • Visa and travel documentation assistance 

  • Flight and transportation coordination 

  • Packing tips to ensure that you are prepared for a seamless and stress-free adventure 

  • Post trip reflection so that we can capture your insights to enhance future adventures 

 

Please note that per our supplier contracts we cannot offer a breakdown of pricing.

 

Our Design & Concierge Fee does not include non-emergency after-hours communication. 

Our Design & Concierge Fee is charged at £100 per adult and £50 per child below 18 years of age and is payable after the Discovery Call and prior to any work commencing on the Design of your travel experience. 

7.2    No Administration Fees

We do not charge Administration Fees to make changes after your deposit has been paid and your travel bookings have been confirmed. Our Design & Concierge Fee covers the following changes to bookings:  

  • Change a name, passenger or passenger type 

 

  • Upgrade a service, add on a flight extra, upgrade a room type or board basis 

 

  • Change accommodation, departure or destination airport

 

  • Change the date of travel or change a flight 

 

  • Cancel a holiday 

 

  • Processing a refund 

Please note that the supplier with whom your booking has been made may charge for changes and amendments to your booking. All changes or amendments to bookings are subject to the conditions of the supplier with whom your booking has been made.​

 

8.    Our responsibility for your booking

8.1    Your contract is with the supplier and its booking conditions apply. We accept no responsibility for the actual provision of the travel services. Our responsibilities are limited to making the booking in accordance with your instructions. We accept no responsibility for any information about the arrangements that we pass on to you in good faith. However, in the event that we are found liable to you on any basis whatsoever, our maximum liability to you is limited to three times the cost of your booking (or the appropriate proportion of this if not everyone on the booking is affected). We do not exclude or limit any liability for death or personal injury that arises as a result of our negligence or that of any of our employees whilst acting in the course of their employment.

9.    Complaints

9.1    The contract for your arrangements is between you and the supplier and any queries or concerns should be addressed to them. If you have a problem whilst on holiday, this must be reported to the supplier or their local supplier or agent immediately. If you fail to follow this procedure, there will be less opportunity to investigate and rectify your complaint. The amount of compensation you may be entitled to may be reduced or you may not receive any at all depending upon the circumstances.

9.2    If you wish to complain when you return home, write to the supplier as set out in your booking confirmation. We will, of course, assist you with this if you wish - please contact us.

10.    Your Financial Protection

10.1    The travel arrangements that we sell are protected in the case of the financial failure of the travel company. Please ask us about the protection that applies to your booking.

10.2    When you buy an ATOL protected flight inclusive holiday from us you will receive the supplier’s ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong. 

11.    Special Requests

If you have any special requests (for example dietary requirements, cots or room location), please let us know at the time of booking. We will pass on all such requests to the supplier, but we do not guarantee that they will be met and we will have no liability to you if they are not.

12.    Insurance

Adequate travel insurance is a condition of your contract with the supplier in question. You must take out a policy of insurance to cover you and your party against the cost of cancellation by you; the cost of assistance (including repatriation) in the event of accident or illness; loss of baggage and money; and other expenses. If we have issued your policy, please check it carefully to ensure that all the details are correct and that all relevant information has been provided by you (e.g. pre-existing medical conditions). Failure to disclose relevant information will affect your insurance. If you fail to travel with adequate insurance cover, we will not be liable for any losses in respect of which insurance cover would otherwise have been available.

13.    Accommodation Ratings and Standards

13.1    Accommodation ratings are displayed as provided by the supplier. These are intended to give a guide to the services and facilities you should expect from your accommodation. Standards and ratings may vary between countries, as well as between suppliers. We cannot guarantee the accuracy of any ratings given and no warranty is given or implied.

13.2    Safety standards in some countries may differ from those applicable in the United Kingdom. We strongly advise that all customers seek to minimise their exposure to injury by familiarising themselves with relevant safety information.

14.    Room Allocation

After registration, on arrival at your accommodation, you will be allocated a room. It is your responsibility to verify the check-in and check-out times directly with your accommodation supplier. Please note that any local taxes and expenses will be payable to your accommodation supplier in the resort on check-out.

15.    Building Work

From time to time, renovation or refurbishment and its associated noise are unavoidable at a hotel. If we are notified of such works, we will inform you before you make your booking or within a reasonable time of us being notified.

 

16.    Delivery of Documents

All documents (e.g. invoices/tickets/Insurance policies) will be sent to you by post or email. Once documents leave our offices we will not be responsible for their loss unless such loss is due to our negligence. You must pay any charges made by suppliers if tickets or other documents need to be reissued.

17.    Passports, Visas and Health

17.1    We can provide general information about the passport and visa requirements for your trip, but this is for guidance only and it remains your responsibility to check the requirements before you travel. Your specific passport and visa requirements, and other immigration requirements are your responsibility and you should confirm these with the relevant Embassies and/or Consulates. Neither we nor the supplier accepts any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements. Most countries now require passports to be valid for at least 6 months after your return date. For more information on passports please visit https://www.gov.uk/browse/citizenship/passports

17.2    Please take special note that for all air travel within the British Isles, airlines require photographic identification of a specific type. Please ask us for full details. We can provide general information about any health formalities required for your trip, but you should check with your own doctor for your specific circumstances. Up to date travel advice can be obtained from the Foreign and Commonwealth Office, visit www.fco.gov.uk.

 

18.    Final Travel Arrangements

Please ensure that all your travel, passport, visa and insurance documents are in order and that you arrive in plenty of time for checking in at the airport. It may be necessary to reconfirm your flight with the airline prior to departure. Please ask us for details at least 72 hours before your outbound flight. You should take note of any reference number or contact name when reconfirming. If you fail to reconfirm you may be refused permission to board the aircraft and you are unlikely to receive any refund.

19.    Unavoidable and Extraordinary Circumstances

Except where otherwise expressly stated in these booking conditions we will not be liable or pay you compensation if our obligations to you are affected by any circumstances which we or the supplier of the service in question could not have avoided even if all reasonable measures had been taken. These circumstances can include but are not limited to, war, the threat of war, civil strife, pandemic or epidemic, terrorist activity and its consequences or the threat of such activity, riot, the act of any government or other national or local authority, industrial dispute, natural or nuclear disaster, fire, chemical or biological disaster, weather conditions which make it impossible to travel safely to the destination and all similar events outside our control or the control of the supplier concerned.

20.    Behaviour

Please be aware that the booking conditions of the supplier will normally state that your stay can be terminated, with no refund, if the behaviour of your party falls below an acceptable standard. Suppliers will also often require you to pay for any damage you cause to the accommodation in the resort. We are under no obligation to you if any event such as this occurs. You agree to indemnify us for the full amount of any claim (including all legal costs) made against us by the supplier or any third party as a result of your conduct.

21.    Privacy notice

We are committed to respecting your privacy and protecting your personal information. Our privacy notice is available on our website.

22.    Law and Jurisdiction

These booking conditions are governed by English law and the parties agree to submit to the exclusive jurisdiction of the courts of England.

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