These Booking Conditions, together with our Privacy Policy and, where you book through our website, our website terms and conditions of use, together with any other written information we bring to your attention before we confirm your booking, govern your booking with Wellness Traveller Limited, a company registered in Scotland with company number SC648982 and registered office at 4 Royston Road, Livingston, West Lothian, Scotland EH54 8AH (“we”, “us” and “our”).

Please read these Booking Conditions carefully as they set out our respective rights and obligations.

References to “you” and “your” mean all persons named on the booking, including anyone who is added or substituted at a later date.

References to “Travel Arrangement(s)” mean the accommodation, activities, wellness programmes, retreats, excursions, journeys and other travel services that we feature, arrange or supply.

References to “Supplier/Principal” mean a third-party supplier with whom you contract for a Travel Arrangement where we act as Agent. This may include an accommodation provider, retreat provider, tour operator, wellness provider, activity provider or attraction/excursion provider.

Your booking type

Our role depends on the Travel Arrangement you book with us. We may act as Agent, as Principal supplying a single Travel Arrangement, or as Principal and Package Organiser.

For the purposes of these Booking Conditions:

“Agent Booking” means a booking where we act as Agent in arranging a contract between you and a third-party Supplier/Principal. Your contract for the Travel Arrangement is with that Supplier/Principal.

“Principal Single-Service Booking” means a booking where Wellness Traveller supplies a single Travel Arrangement to you as Principal and that booking does not constitute a package under the Package Travel and Linked Travel Arrangements Regulations 2018 (“PTRs”). Your contract for the Travel Arrangement is with Wellness Traveller.

“WT Package Booking” means a package for which Wellness Traveller acts as Principal and Package Organiser under the PTRs. Our Signature Journeys and Private Retreats are WT Package Bookings. Your contract for the package is with Wellness Traveller.

“Third-Party Package” means a package created and organised by a third-party Package Organiser which we sell as Agent/retailer. Your package contract is with that third-party Package Organiser.

The section of these Booking Conditions that applies to your booking depends on the type of booking you make:

• Section A applies to all bookings.
• Section B applies to Agent Bookings, including Third-Party Packages.
• Section C applies to Principal Single-Service Bookings.
• Section D applies to WT Package Bookings, including our Signature Journeys and Private Retreats.

Where we act as Agent, your booking confirmation will identify the Supplier/Principal with whom you are contracting. Where we act as Principal, your contract will be with Wellness Traveller Limited.

The person making the booking

By making a booking, the first named person on the booking agrees on behalf of everyone named on the booking that they:

a. have read these Booking Conditions, have the authority to agree to them on behalf of everyone named on the booking and agree to be bound by them;

b. are authorised to provide us with the personal information of everyone named on the booking, including where applicable information about health conditions, disabilities, accessibility or dietary requirements, and consent to our use of that information in accordance with our Privacy Policy;

c. are at least 18 years old and, where a Travel Arrangement is subject to an age restriction, confirm that all members of the party meet the applicable age requirements; and

d. accept financial responsibility for the booking on behalf of everyone named on it.

 

SECTION A — GENERAL CONDITIONS

This Section A applies to all bookings made with Wellness Traveller. It should be read together with Section B, C or D, as applicable to your booking.

1. Your Contract and Our Role

The party with whom you contract for your Travel Arrangement depends on the type of booking you make.

For an Agent Booking, we arrange a contract between you and the Supplier/Principal identified on your booking confirmation.

For a Principal Single-Service Booking, your contract for the Travel Arrangement is with Wellness Traveller Limited.

For a WT Package Booking, your contract for the package is with Wellness Traveller Limited and we act as Principal and Package Organiser under the Package Travel and Linked Travel Arrangements Regulations 2018 (“PTRs”).

Where you book a Third-Party Package, we act as Agent/retailer and your package contract is with the third-party Package Organiser.

The additional terms that apply to each type of booking are set out in Sections B, C and D below.

2. Booking

When you make a booking, you will have the opportunity to review and confirm the details of your booking before making any payment required at that stage.

All Travel Arrangements are subject to availability until your booking is confirmed.

Once you have submitted your booking and made any required payment, we will process your booking in accordance with the type of Travel Arrangement you have selected.

A binding contract will come into existence when we issue a booking confirmation accepting your booking, subject to the provisions applicable to your booking in Sections B, C or D.

Where we act as Agent, your booking confirmation will identify the Supplier/Principal with whom you are contracting. Where we act as Principal, your contract will be with Wellness Traveller Limited.

Please check all names, dates, destinations, Travel Arrangements and other details on your booking confirmation as soon as you receive it and tell us immediately if anything is incorrect. Names must match the relevant passport or other travel document where applicable.

We will pass information you provide to us to the relevant Supplier/Principal and/or other suppliers where necessary to make and perform your booking. This may include information about medical conditions, disabilities, accessibility, dietary requirements or other special requirements. Information may also be provided to public authorities or other parties where necessary to comply with legal, immigration, security or other requirements.

Information may also be provided to security, fraud-prevention, payment or credit-checking providers where necessary for the performance of your booking, the prevention of fraud or compliance with law.

Our collection, use and sharing of your personal information is governed by our Privacy Policy.

3. Payment

The payment required to confirm your booking will be shown to you before you book. Depending on the Travel Arrangement, you may be required to pay either the full price at the time of booking or a deposit followed by a balance payment.

Where a deposit is accepted, the amount of the deposit and the date by which the balance must be paid will be shown before you book and/or on your booking confirmation.

You must ensure that all payments are made by the applicable due date. If we do not receive payment when due, your booking may be cancelled and cancellation charges may apply in accordance with the terms applicable to your booking.

Payments for bookings made through Wellness Traveller may be collected by us through our payment provider. The capacity in which we receive those payments depends on the type of booking:

For an Agent Booking, where we collect payment, we do so in connection with the Travel Arrangement supplied by the Supplier/Principal.

For a Principal Single-Service Booking, payment is made to Wellness Traveller for the Travel Arrangement we supply to you as Principal.

For a WT Package Booking, payment is made to Wellness Traveller as Principal and Package Organiser and is subject to the financial protection arrangements described in Section D.

4. Accuracy of Information

We take reasonable care to ensure that the descriptions, prices and other information we provide about our Travel Arrangements are accurate and up to date. However, information may change and errors can occasionally occur.

We reserve the right to correct any error or update any information before you make your booking. We will tell you about any material change or pricing error that we become aware of before your booking is confirmed.

If your booking has already been confirmed, the terms that apply to any subsequent change to your Travel Arrangements are set out in the relevant section of these Booking Conditions.

5. Prices

The price payable for your Travel Arrangement will be shown to you before you make your booking.

We may change advertised prices at any time before a booking is confirmed and may correct genuine pricing errors. If we discover a material pricing error before confirming your booking, we will tell you and give you the opportunity to proceed at the correct price or not to proceed with the booking.

If your booking has already been confirmed, the terms that apply to any subsequent price change are set out in the relevant section of these Booking Conditions.

The price shown at the time of booking will identify any taxes, fees or charges payable separately where these are known to us. Certain local taxes or charges may be payable directly at your destination and, where applicable, we will tell you about these before you book.

6. Travel Insurance

We strongly recommend that you take out comprehensive travel insurance as soon as you make your booking. Your insurance should be appropriate for your Travel Arrangements and personal circumstances and should provide adequate cover for cancellation, medical expenses and repatriation, pre-existing medical conditions where applicable, personal belongings and any activities you intend to undertake.

For some Travel Arrangements, adequate travel insurance may be a condition of booking. Where we act as Agent, the Supplier/Principal may require you to hold specific insurance and you must comply with any requirements set out in its terms and conditions.

For WT Package Bookings, including our Signature Journeys and Private Retreats, it is a condition of booking that you have adequate travel insurance in place for your trip.

If you choose to travel without adequate insurance where insurance is recommended but not required, you will be responsible for losses or costs that would otherwise have been covered by appropriate insurance.

7. Special Requests

If you have any special requests, such as dietary requirements, accessibility requirements, a particular room location or other specific requirements relating to your Travel Arrangements, please tell us before you book or as soon as possible afterwards.

Where a special request is important to your booking, we recommend that you confirm it to us in writing.

We will do our best to accommodate reasonable requests and, where relevant, will pass them to the applicable Supplier/Principal or other supplier. However, a special request is not guaranteed unless we confirm in writing that it forms part of your booking.

The fact that a request has been noted on your booking confirmation or passed to a supplier does not, by itself, mean that the request has been guaranteed.

If a particular requirement is essential to your decision to travel, please tell us before you book so that we can establish whether it can be accommodated.

8. Health, Accessibility and Fitness to Travel

Some of the Travel Arrangements we offer include wellness treatments, physical activities or experiences that may not be suitable for everyone.

If you or anyone travelling with you has a medical condition, disability, reduced mobility or other health or accessibility requirement that may affect your ability to travel or participate in any part of your Travel Arrangements, please tell us before you book. This allows us, and where relevant the Supplier/Principal or other supplier, to understand your requirements and establish whether the Travel Arrangements can reasonably accommodate your needs.

Where, after considering the information you provide, we or the relevant Supplier/Principal reasonably determine that a Travel Arrangement cannot safely or reasonably accommodate your needs, we may be unable to accept the booking or may suggest a more suitable alternative.

We may ask you to provide further information and, where reasonably necessary, appropriate confirmation from your doctor or another suitably qualified healthcare professional that you are fit to travel or participate in a particular activity, programme or retreat. Certain Supplier/Principals may also require you to complete a health questionnaire or provide other health information before participating in particular programmes, treatments or activities.

We do not provide medical advice. It is your responsibility to seek appropriate professional medical advice if you are unsure whether travel, a wellness programme, treatment, activity or retreat is suitable for you.

If you do not tell us about a relevant requirement before booking and we or the relevant Supplier/Principal later reasonably determine that your Travel Arrangements cannot safely or reasonably accommodate your needs, it may be necessary to change or cancel all or part of your booking. The terms that apply to any such change or cancellation are set out in the relevant section of these Booking Conditions.

We will handle information about your health, accessibility requirements and other personal information in accordance with our Privacy Policy.

9. Events Beyond Our Control

Except where these Booking Conditions or applicable law provide otherwise, neither we nor, where we act as Agent, the relevant Supplier/Principal will be responsible for paying compensation where the performance of your Travel Arrangements is prevented or significantly affected by events beyond our or their reasonable control and the consequences could not have been avoided even if all reasonable measures had been taken.

Such events may include war or the threat of war, terrorism, civil unrest, significant risks to human health such as the outbreak of serious disease, epidemics or pandemics, natural disasters, extreme weather conditions, fire, nuclear, chemical or biological incidents, acts of government or other public authorities, industrial disputes, strikes, border closures and unavoidable technical problems with transport.

Your rights where an Event Beyond Our Control affects a confirmed booking depend on the type of booking you have made. The terms that apply are set out in the relevant section of these Booking Conditions.

10. Administration Fees

Where you ask us to amend or cancel a confirmed booking, we will charge a standard administration fee of £25 per booking towards the administrative, payment processing and other costs involved.

Other cancellation or amendment charges may also apply depending on the type of booking you have made. The terms that apply are set out in the relevant section of these Booking Conditions.

The £25 administration fee will not apply where you are exercising a statutory right to cancel without charge, including because of unavoidable and extraordinary circumstances.

11. Travel Advice

You are responsible for keeping up to date with travel advice issued by the UK Foreign, Commonwealth & Development Office (“FCDO”) for the countries and areas you are travelling to and for making your travel decisions accordingly.

FCDO advice may change at short notice. Where a change in official travel advice affects a confirmed booking, the terms that apply are set out in the relevant section of these Booking Conditions.

12. Accommodation Ratings and Standards

Accommodation ratings and classifications are provided as a guide to the standard and facilities you may expect. Rating systems and standards vary between countries and may not be directly comparable.

Where we display an official or supplier-provided rating, we will take reasonable care to reproduce it accurately.

13. Information about Your Travel Arrangements

We take reasonable care to ensure that the information we provide about Travel Arrangements is accurate and reflects the information available to us at the time.

Where we act as Agent, some information about your Travel Arrangements is provided to us by the relevant Supplier/Principal and we will take reasonable care to reproduce that information accurately.

Not every detail of a Travel Arrangement can be included on our website. If there is anything that is particularly important to your booking, please ask us before you book.

All Travel Arrangements remain subject to availability until your booking is confirmed.

14. Passport, Visa, Entry and Health Requirements

It is your responsibility to ensure that you and everyone travelling on your booking meet all passport, visa, immigration, entry and health requirements applicable to your trip, including any requirements applying to countries through which you transit.

Requirements vary according to nationality and personal circumstances and can change at short notice. You should check current requirements in good time before you travel using official sources, including the FCDO, the relevant embassy or consulate and, where appropriate, your healthcare professional.

Where Wellness Traveller is the Package Organiser, including for our Signature Journeys and Private Retreats, we will provide you before booking with the passport and visa information and information about health formalities that we are required to provide under the PTRs.

Where you book a package organised by a third-party Supplier/Principal through us, you will be provided before booking with the information required under the PTRs.

You remain responsible for ensuring that you comply with the requirements applicable to you.

We will not be responsible for losses arising because you are unable to travel as a result of failing to comply with applicable passport, visa, immigration, entry or health requirements, except where we have failed to provide information that we were legally required to provide.

You will be responsible for any fines, penalties or reasonable costs we incur as a direct result of your failure to comply with requirements that apply to you.

15. Your Behaviour

You and everyone travelling on your booking are expected to behave responsibly and with consideration for other guests, travellers, staff, hosts, practitioners and suppliers.

If, in our reasonable opinion or that of the relevant Supplier/Principal or another person in authority, your behaviour or the behaviour of anyone in your party causes, or is likely to cause, danger, significant distress or disruption to others, damage to property, or serious disruption to the Travel Arrangements, you may be required to leave the accommodation, activity, retreat, journey or other Travel Arrangement concerned.

In serious cases, your booking may be terminated. Where this happens because of your behaviour, neither we nor, where applicable, the Supplier/Principal will be responsible for providing a refund or meeting additional costs you incur as a result, except to the extent that applicable law requires otherwise.

You are responsible for any loss or damage caused by you or a member of your party. You and each member of your party responsible for causing any such loss or damage will be jointly and severally liable for it and may be required to pay the relevant Supplier/Principal or other affected party directly.

If you fail to make payment and a claim is subsequently made against us as a result of loss or damage caused by you or a member of your party, you will be responsible for meeting that claim together with the reasonable legal and other costs we incur as a result.

We are not responsible for the actions or behaviour of other guests or individuals who are unconnected with us or the provision of your Travel Arrangements.

16. Law and Jurisdiction

These Booking Conditions and any agreement to which they apply are governed by English law. We both agree that the courts of England and Wales will have jurisdiction over any dispute, claim or other matter arising between us.

If you live in Scotland or Northern Ireland, you may bring proceedings in the courts of your home jurisdiction and may rely on any mandatory consumer protections available to you under the law applicable there.

Where we act as Agent, the separate contract between you and the Supplier/Principal may be subject to different governing law and jurisdiction provisions, as set out in the Supplier/Principal's terms and conditions.

17. If You Cut Your Booking Short

If you choose to end your trip early or do not use any part of your Travel Arrangements for reasons that are not due to a failure in the provision of those Travel Arrangements, you will not normally be entitled to a refund for the services you have not used.

If you choose to end your trip early for personal reasons, you will also be responsible for any additional costs you incur as a result.

Where we act as Agent, any entitlement to a refund will be subject to the terms and conditions of the relevant Supplier/Principal.

Where Wellness Traveller acts as Principal, the terms that apply to any refund are set out in the relevant section of these Booking Conditions.

Nothing in this clause affects any rights you may have where your Travel Arrangements have not been provided as agreed or where you have a statutory right to a refund or price reduction.

Your travel insurance may provide cover if you need to cut your trip short for certain reasons. You should check the terms of your policy and make any claim directly with your insurer.

18. Supplier Terms and Conditions

Some of the Travel Arrangements we offer are provided or performed by independent third-party suppliers, such as hotels, retreat hosts, practitioners, guides, activity providers and transport providers.

Where we act as Agent, your contract for the Travel Arrangement is with the relevant Supplier/Principal and its terms and conditions will apply to your booking. These terms may contain important provisions relating to matters such as payment, cancellation, amendments, participation requirements and liability.

The Supplier/Principal's terms and conditions may contain provisions which limit or exclude its liability to you, subject to applicable law.

We will make the applicable Supplier/Principal's terms and conditions available to you before you book or tell you where you can access them.

Where Wellness Traveller acts as Principal, including for our Signature Journeys and Private Retreats, your contract is with Wellness Traveller and these Booking Conditions apply to that contract. Independent suppliers may impose terms, restrictions or requirements relating to the services they provide as part of your booking, and we will tell you about any that are relevant to you.

Nothing in the terms of an independent supplier limits or removes any responsibility that Wellness Traveller has to you under these Booking Conditions or applicable law where we act as Principal or Package Organiser.

19. Traveller Information

We or the relevant Supplier/Principal may need to collect information about you and other members of your party in order to make or perform your booking or to comply with legal, immigration, security or local registration requirements.

Where necessary, this information may be provided to the relevant Supplier/Principal, other suppliers involved in your Travel Arrangements, public authorities or other parties where required for the provision of your Travel Arrangements or by law.

You are responsible for providing complete and accurate information when requested and for telling us promptly if any relevant information changes.

We will collect, use and share personal information in accordance with our Privacy Policy.

 

SECTION B — AGENT BOOKINGS

This section applies where Wellness Traveller acts as Agent in arranging Travel Arrangements supplied by a third-party Supplier/Principal.

Agent Bookings may include accommodation, hotel-created wellness programmes, hosted retreats, corporate retreat accommodation and venue arrangements, and Third-Party Packages.

Where we act as Agent, we arrange the booking on behalf of the Supplier/Principal. Your contract for the Travel Arrangement is with the Supplier/Principal identified on your booking confirmation, not with Wellness Traveller.

This Section B should be read together with Section A of these Booking Conditions.

20. Your Contract with the Supplier/Principal

Where we act as Agent, we arrange for you to enter into a contract with the applicable Supplier/Principal of your Travel Arrangement.

The Supplier/Principal with whom you are contracting will be identified on your booking confirmation.

Your contract with the Supplier/Principal is subject to its own terms and conditions, which will apply in addition to the relevant provisions of these Booking Conditions. The Supplier/Principal's terms and conditions may contain provisions which limit or exclude its liability to you, subject to applicable law.

We will make the applicable Supplier/Principal's cancellation terms and conditions available to you before you book or tell you where you can access them.

Your booking is confirmed and your contract with the Supplier/Principal comes into existence when we issue confirmation on its behalf, unless we tell you otherwise before you book.

21. Payment for Agent Bookings

Where we collect payment for an Agent Booking, we collect that payment as Agent on behalf of the relevant Supplier/Principal. Monies received by Wellness Traveller are held on behalf of the Supplier/Principal.

The amount and timing of any deposit, balance payment or full payment will be shown to you before you book and/or set out on your booking confirmation.

You must make all payments by the applicable due date. If payment is not received when due, the Supplier/Principal may be entitled to cancel your booking and apply cancellation charges in accordance with its terms and conditions.

22. Changes or Cancellations by You

If you wish to amend or cancel an Agent Booking, the first named person on the booking must contact us in writing as soon as possible.

Any amendment or cancellation is subject to the terms and conditions of the Supplier/Principal. Any cancellation or amendment charges imposed under those terms will apply. Depending on those terms, cancellation charges may be as much as 100% of the cost of the Travel Arrangement and will normally increase closer to the date of travel.

Some Travel Arrangements cannot be amended after they have been confirmed, in which case cancellation charges may apply.

We will also charge our standard £25 per booking administration fee for processing a customer-requested amendment or cancellation, except where you are exercising a statutory right to cancel without charge, including because of unavoidable and extraordinary circumstances.

Where reasonably possible, we will confirm the applicable charges before processing your request.

Please ensure that you have received written confirmation from us of any agreed amendment before you travel.

Any cancellation will take effect from the date we receive your written notice.

If the reason for your cancellation is covered under the terms of your travel insurance policy, you may be able to recover some or all of the applicable charges from your insurer.

23. Changes or Cancellations by the Supplier/Principal

The Supplier/Principal is responsible for providing your Travel Arrangement.

If the Supplier/Principal makes a significant change to or cancels your confirmed booking, we will tell you as soon as reasonably possible after we are notified.

Where the Supplier/Principal offers an alternative Travel Arrangement, refund or other option, we will communicate this to you and liaise between you and the Supplier/Principal as necessary.

Your rights in these circumstances are governed by your contract with the Supplier/Principal and its applicable terms and conditions.

If the Supplier/Principal offers alternative arrangements or a refund, you must tell us your choice within the time specified. If you fail to do so, the Supplier/Principal may assume that you wish to receive a full refund.

As Agent, we are not responsible for changes or cancellations made by the Supplier/Principal, except to the extent that we have failed to perform our own obligations to you as Agent.

24. Our Responsibility as Agent

Your contract is with the Supplier/Principal and its terms and conditions apply.

As agent, we accept no responsibility for the actual provision of the Travel Arrangements you have booked. Our responsibilities are limited to making the booking in accordance with your instructions.

We accept no responsibility for any information about the travel 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 twice the cost of the commission we earn on 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.

25. Complaints about Agent Bookings

Because your contract for the Travel Arrangement is with the Supplier/Principal, any problem with the Travel Arrangement should be reported to the Supplier/Principal without undue delay so that it has a reasonable opportunity to investigate and put things right.

The identity of the Supplier/Principal will be shown on your booking confirmation.

You may also contact us and we will assist in communicating with the Supplier/Principal where appropriate.

You must report any problem without undue delay and give the relevant Supplier/Principal a reasonable opportunity to investigate and put it right. If you fail to report a problem promptly or do not follow this complaints procedure, and this affects the Supplier/Principal's or our ability to investigate and remedy the problem, this will affect the amount of any compensation or other remedy to which you may be entitled.

If the problem is not resolved while you are away and you wish to pursue a complaint after your trip, please contact the Supplier/Principal using the details provided with your booking documentation. You may also contact us if you would like our assistance in liaising with the Supplier/Principal.

The response to a complaint about the Travel Arrangement itself remains the responsibility of the Supplier/Principal. If your complaint concerns the booking or agency service provided by Wellness Traveller, please contact us directly at 4 Royston Road, Livingston, West Lothian, Scotland EH54 8AH.

26. Third-Party Packages

In some cases, we may sell a package created and organised by a third-party Supplier/Principal. In these circumstances, we act as Agent/retailer and the third-party Supplier/Principal is the Package Organiser.

Your package contract is with that Package Organiser and its booking conditions apply.

Before you book, you will be provided with the information required under the Package Travel and Linked Travel Arrangements Regulations 2018, including details of the Package Organiser and the financial protection applying to your package.

The Package Organiser is responsible for the proper performance of the package and for providing the insolvency protection required under the PTRs.

Where applicable, we will perform the information and other obligations that apply to us as retailer under the PTRs.

27. Financial Protection for Agent Bookings

An Agent Booking consisting of a single Travel Arrangement does not receive package insolvency protection from Wellness Traveller.

Where we sell a Third-Party Package as Agent/retailer, the Package Organiser is responsible for providing the insolvency protection required under the PTRs.

Details of that protection will be provided to you before you book and/or with the Package Organiser's booking information as required by law.

Nothing in this clause affects any statutory financial protection that applies to a Third-Party Package.

 

SECTION C — SINGLE-SERVICE BOOKINGS

Where Wellness Traveller supplies a single Travel Arrangement to you as Principal

This section applies where Wellness Traveller supplies a single Travel Arrangement to you as Principal and your booking does not constitute a package under the Package Travel and Linked Travel Arrangements Regulations 2018 (“PTRs”).

In these circumstances, your contract for the Travel Arrangement is with Wellness Traveller Limited.

We are responsible for providing the Travel Arrangement in accordance with these Booking Conditions and your booking confirmation.

We may use independent third-party suppliers to provide or perform all or part of the Travel Arrangement on our behalf. The fact that an independent supplier performs the Travel Arrangement does not change your contractual relationship with Wellness Traveller.

This Section C should be read together with Section A of these Booking Conditions.

28. Your Contract with Wellness Traveller

Where we act as Principal for a single Travel Arrangement, your contract for that Travel Arrangement is with Wellness Traveller Limited.

The Travel Arrangement we have agreed to supply will be set out in your booking confirmation.

Independent suppliers may provide or perform the Travel Arrangement on our behalf, but they do not replace Wellness Traveller as your contracting Principal.

29. Payment for Principal Single-Service Bookings

Payment for a Principal Single-Service Booking is made to Wellness Traveller.

The amount payable and any deposit or balance payment dates will be shown to you before you book and/or on your booking confirmation.

You must make all payments by the applicable due date. If payment is not received when due, we may cancel your booking and apply the cancellation terms applicable to your booking.

30. Changes or Cancellations by You

If you wish to amend or cancel a Principal Single-Service Booking, the first named person on the booking must contact us in writing as soon as possible.

The cancellation and amendment terms applicable to your booking will be shown to you before you book and confirmed in your booking confirmation.

Depending on the Travel Arrangement and rate selected, some bookings may be non-refundable or non-amendable from the time they are confirmed. Cancellation charges may be as much as 100% of the price of the Travel Arrangement, as disclosed before booking.

We will also charge our standard £25 per booking administration fee for processing a customer-requested amendment or cancellation, except where you are exercising a statutory right to cancel without charge.

Any cancellation will take effect from the date we receive your written notice.

If the reason for your cancellation is covered by your travel insurance, you may be able to recover some or all of the applicable charges from your insurer.

31. Changes or Cancellations by Us

Occasionally it may be necessary for us to make a change to a confirmed Principal Single-Service Booking. We will tell you as soon as reasonably possible if this happens.

If we make a significant change to, or cancel, your Travel Arrangement before it begins, we will offer you, where appropriate, the choice of:

• accepting the changed Travel Arrangement;
• accepting a suitable alternative Travel Arrangement that we are able to offer, with an appropriate refund if the alternative is of lower value; or
• receiving a refund of the amounts you have paid for the affected Travel Arrangement.

We will not be responsible for paying compensation where the change or cancellation results from an Event Beyond Our Control, except where applicable law provides otherwise.

32. Our Responsibility as Principal

Where we act as Principal, we are responsible for providing the Travel Arrangement described in your booking confirmation with reasonable care and skill.

We may use independent suppliers to perform the Travel Arrangement on our behalf, but this does not change your contractual relationship with Wellness Traveller.

We will not be responsible for any injury, illness, death, loss, damage, expense, cost or other claim to the extent that it results from:

a. your own acts or omissions;

b. the acts or omissions of a third party unconnected with the provision of your Travel Arrangement and which we could not reasonably have avoided; or

c. an Event Beyond Our Control.

We will not be responsible for losses which, on the basis of the information given to us by you before we accepted your booking, we could not reasonably have foreseen you would suffer or incur, or for losses relating to any business activity.

Nothing in these Booking Conditions excludes or limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability which cannot lawfully be excluded or limited.

Where an applicable international convention governs or limits liability in relation to the Travel Arrangement concerned, our liability may also be limited in accordance with that convention.

If we are found liable to you in connection with a Principal Single-Service Booking, our maximum liability will be limited to twice the amount paid in connection with your booking, or the appropriate proportion of that amount where not everyone on the booking is affected.

This limitation does not apply to liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability which cannot lawfully be excluded or limited.

33. Complaints about Principal Single-Service Bookings

If you experience a problem with your Travel Arrangement while you are away, you must report it without undue delay to the relevant local service provider and to Wellness Traveller so that we have a reasonable opportunity to investigate and put it right.

If the problem cannot be resolved locally, please contact us using the contact details provided with your booking so that we can assist you as quickly as possible.

If the problem remains unresolved and you wish to make a formal complaint after your trip, please contact us at 4 Royston Road, Livingston, West Lothian, Scotland EH54 8AH, giving your booking reference and all relevant information.

You must report any problem without undue delay and give us and the relevant local service provider a reasonable opportunity to investigate and put it right. If you fail to report a problem promptly or do not follow this complaints procedure, and this affects our or our suppliers' ability to investigate and remedy the problem, this will affect the amount of any compensation or other remedy to which you may be entitled.

34. Financial Protection

A Principal Single-Service Booking consisting of a single Travel Arrangement is not a package under the PTRs and does not receive the insolvency protection that applies where Wellness Traveller acts as Package Organiser.

Where Wellness Traveller is the Principal and Package Organiser, including for our Signature Journeys and Private Retreats, the additional rights and financial protections set out in Section D apply.

 

SECTION D — WT PACKAGE BOOKINGS

Signature Journeys and Private Retreats

This section applies where Wellness Traveller acts as Principal and Package Organiser under the Package Travel and Linked Travel Arrangements Regulations 2018 (“PTRs”).

Our Signature Journeys and Private Retreats are WT Package Bookings.

Where you make a WT Package Booking, your contract for the package is with Wellness Traveller Limited and you will receive the rights and protections provided by the PTRs, as set out in this Section D.

This Section D should be read together with Section A of these Booking Conditions.

35. WT Package Bookings

A Wellness Traveller Package Booking exists where you book a combination of at least two different types of the following travel services for the purpose of the same trip or holiday:

a. passenger transport;

b. accommodation;

c. rental of cars, motor vehicles or motorcycles, where applicable; or

d. any other tourist service not intrinsically part of one of the travel services listed above,

provided that those travel services are purchased together from a single point of sale and selected by you before you agree to pay; or are advertised, sold or charged at an inclusive or total price; or are advertised or sold under the term “package” or a similar term.

Where your booking consists of not more than one type of travel service listed at (a) to (c) above, combined with one or more tourist services listed at (d), this will not create a WT Package Booking where the tourist services:

• do not account for 25% of the value of the combination and are not advertised as, and do not otherwise represent, an essential feature of the package; or
• are selected and purchased after the performance of the passenger transport, accommodation or vehicle hire has started.

Where your booking is a WT Package Booking, Wellness Traveller is responsible as Package Organiser for the proper performance of all the Travel Arrangements included in your package, irrespective of whether those services are performed by us or by independent suppliers on our behalf.

36. Pricing of WT Package Bookings

We reserve the right to amend the price of unsold WT Package Bookings and to correct errors in the prices of confirmed WT Package Bookings.

Once your WT Package Booking has been confirmed, we may increase the price only where the increase is a direct consequence of changes in:

i. the price of the carriage of passengers resulting from the cost of fuel or other power sources;

ii. the level of taxes or fees applicable to the Travel Arrangements included in your WT Package Booking imposed by third parties not directly involved in the performance of those Travel Arrangements, including tourist taxes, landing taxes or embarkation or disembarkation fees at ports and airports; or

iii. the exchange rates relevant to your WT Package Booking.

Such variations may include, but are not limited to, cost changes imposed by airlines or their agents, cruise operators or other transport providers where these form part of your WT Package Booking.

You will be charged for the amount of any increase in accordance with this clause. However, if the increase is more than 8% of the total price of your confirmed WT Package Booking (excluding amendment charges and additional services or Travel Arrangements that do not form part of the package), you will have the option of:

• accepting the price increase;
• accepting an alternative WT Package Booking, where we are able to offer one. If the alternative is of equivalent or higher quality, you will not have to pay more; if it is of lower quality, we will refund the difference in price; or
• cancelling your WT Package Booking and receiving a full refund of the monies you have paid to us for the package, excluding any amendment charges or additional services or Travel Arrangements that do not form part of the package.

If you decide to cancel because of a price increase of more than 8%, you must tell us within 7 days of the date we notify you of the increase.

If the price of your WT Package Booking decreases as a result of changes in the costs described at (i) to (iii) above, you will be entitled to an appropriate price reduction, less an administration fee of £25.

A change in one of the costs described above will not necessarily result in a change to the price of your WT Package Booking where we have contractual or other protection against that change.

No increase will be made to the price of your confirmed WT Package Booking within 20 days of departure.

37. If You Change or Transfer Your WT Package Booking

Changes requested by you

If you wish to change any part of your WT Package Booking after it has been confirmed, the first named person on the booking must contact us in writing as soon as possible.

We will do our best to assist, but we cannot guarantee that a requested change can be made.

Where we are able to make the change, you will be responsible for:

• our standard £25 per booking administration fee; and
• any additional costs or charges incurred by us or imposed by the suppliers involved in making the change.

These costs may increase the closer to departure the change is requested.

Certain Travel Arrangements may not be capable of amendment once confirmed and a requested change may result in cancellation charges of up to 100% of the affected Travel Arrangement.

If we are unable to make the change you request and you do not wish to proceed with your original WT Package Booking, your request will be treated as a cancellation by you and the cancellation terms below will apply.

Transferring your WT Package Booking

If you or a member of your party is prevented from travelling, you may transfer the relevant place on your WT Package Booking to another person, provided that:

• the replacement traveller is introduced by you and satisfies all the conditions applicable to the Travel Arrangements included in the WT Package Booking;
• you notify us not less than 7 days before departure;
• any outstanding balance is paid together with our standard £25 per booking administration fee and any additional fees, charges or other costs arising from the transfer; and
• the replacement traveller agrees to these Booking Conditions and all other requirements applicable to the Travel Arrangements included in the WT Package Booking.

You and the replacement traveller will be jointly and severally liable for payment of all sums due in connection with the transfer.

We will tell you about the actual costs of the transfer before it is completed.

If you are unable to transfer the booking and decide not to travel, the cancellation terms applicable to your WT Package Booking will apply. No refund will be payable for Travel Arrangements that are not used except as provided by those cancellation terms or applicable law.

38. If You Cancel Your WT Package Booking

If you wish to cancel your WT Package Booking, the first named person on the booking must notify us in writing. Your cancellation will take effect from the date we receive your written notice.

Unless different payment or cancellation terms are clearly stated before you book, the following standard terms apply to our Signature Journeys and Private Retreats:

• a 30% deposit is payable when your booking is confirmed and is non-refundable if you subsequently cancel;
• the remaining 70% balance is due 60 days before departure; and
• if you cancel 60 days or less before departure, the cancellation charge will be 100% of the total price of your WT Package Booking.

Certain WT Package Bookings may require different deposit, payment or cancellation terms because of the arrangements we need to secure on your behalf. Where different terms apply, we will make these clear to you before you book and they will be confirmed in your booking confirmation.

We will also charge our standard £25 per booking administration fee for a customer-requested cancellation, except where you are exercising a statutory right to cancel without charge, including because of unavoidable and extraordinary circumstances.

Where possible, we will deduct any cancellation charge from monies you have already paid to us.

If the reason for your cancellation is covered by your travel insurance, you may be able to recover some or all of the cancellation charges from your insurer.

Cancellation because of Unavoidable and Extraordinary Circumstances

You have the right to cancel your confirmed WT Package Booking before departure without paying a cancellation charge where unavoidable and extraordinary circumstances occur at your destination or its immediate vicinity and significantly affect the performance of your WT Package Booking or significantly affect transport to the destination.

This right will only apply where the UK Foreign, Commonwealth & Development Office (“FCDO”) advises against travel to your destination or its immediate vicinity.

In these circumstances, we will provide you with a full refund of the payments you have made for your WT Package Booking, but you will not be entitled to additional compensation.

In order to rely on this right, you must be able to show that, based on the information available at the time you cancel, there is no reasonable possibility of your WT Package Booking going ahead, either at all or without being significantly affected by those circumstances.

For the purposes of this clause, “unavoidable and extraordinary circumstances” may include warfare, acts of terrorism, significant risks to human health such as the outbreak of serious disease at the destination, or natural disasters such as floods, earthquakes or weather conditions which significantly affect travel to the destination.

No £25 administration fee will apply where you exercise this statutory right to cancel without charge.

There is no automatic statutory cooling-off or cancellation period for your WT Package Booking under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

39. If We Change or Cancel Your WT Package Booking

As we plan and arrange our Signature Journeys and Private Retreats in advance, it may occasionally be necessary for us to make changes to your confirmed WT Package Booking or, in some circumstances, to cancel it. We reserve the right to do so in accordance with this clause and applicable law.

Minor changes

If we make a minor change to your WT Package Booking, we will make reasonable efforts to tell you as soon as reasonably possible where there is time to do so before departure.

Examples of minor changes may include a change to accommodation of the same or higher standard, a change of transport provider where this does not significantly affect your Travel Arrangements, or other minor adjustments that do not significantly affect the overall Travel Arrangements you have booked.

Significant changes

Occasionally we may need to make a significant change to your confirmed WT Package Booking. Whether a change is significant will depend on the Travel Arrangements you have booked.

Examples may include:

• a change of accommodation area for the whole or a significant part of your trip;
• a change to accommodation of a lower standard or classification for the whole or a significant part of your trip;
• a change to the overall length of your Travel Arrangements by more than 12 hours; or
• a significant change to your itinerary, including the removal of one or more destinations or a significant element of your Signature Journey or Private Retreat.

If we make a significant change to your WT Package Booking or cancel it before departure, we will tell you as soon as reasonably possible and, where there is time to do so, offer you the choice of:

• accepting the changed WT Package Booking;
• cancelling and receiving a full refund of the monies you have paid for your WT Package Booking; or
• where we are able to offer one, accepting an alternative WT Package Booking. If the alternative is of lower value, we will refund the difference in price.

You must tell us your choice within 7 days of our notification. If we do not hear from you within 7 days, we will contact you again to request your decision. If you still do not respond, we will assume that you have chosen to accept the proposed change or alternative Travel Arrangements.

Changes after departure

If, after your WT Package Booking has begun, we are unable to provide a significant proportion of the Travel Arrangements included in your package, we will, where possible, make suitable alternative arrangements for you at no additional cost.

Where the alternative arrangements are of a lower quality than those originally agreed, we will provide an appropriate price reduction.

40. Our Responsibilities for WT Package Bookings

40.1 Proper Performance of Your Package

Where you have booked a WT Package Booking, Wellness Traveller acts as Principal and Package Organiser and your contract for the package is with us.

We are responsible for the proper provision of all the Travel Arrangements included in your WT Package Booking, as set out in your booking confirmation.

Subject to these Booking Conditions, if we or the suppliers we use to provide your Travel Arrangements negligently perform or arrange those Travel Arrangements and we do not remedy or resolve your complaint within a reasonable period of time, and this affects the enjoyment of your WT Package Booking, you may be entitled to an appropriate price reduction or compensation, or both.

You must inform us without undue delay of any failure to perform or improper performance of the Travel Arrangements included in your WT Package Booking.

The level of any price reduction or compensation will be calculated taking into consideration all relevant factors, including whether you followed the complaints procedure described in these Booking Conditions and the extent to which our negligence or that of our suppliers affected the overall enjoyment of your WT Package Booking.

It is your responsibility to show that we or our suppliers have been negligent if you wish to make a claim against us.

40.2 Personal Injury or Death

We will not be responsible or pay you compensation for any personal injury or death unless you are able to prove that it was caused by our negligence or the negligence of our suppliers.

40.3 Circumstances for Which We Are Not Responsible

We will not be responsible or pay you compensation for any injury, illness, death, loss, damage, expense, cost or other claim of any description if it results from:

a. the act(s) and/or omission(s) of the person(s) affected;

b. the act(s) and/or omission(s) of a third party unconnected with the provision of the services forming part of your WT Package Booking and which were unavoidable and extraordinary; or

c. Events Beyond Our Control, as defined in these Booking Conditions.

40.4 Limits on Compensation

We limit the amount of compensation we may have to pay you if we are found liable under this clause:

a. loss of and/or damage to any luggage or personal possessions and money:

The maximum amount we will have to pay you in respect of these claims is an amount equivalent to the excess on your insurance policy which applies to this type of loss per person in total because you are required to have adequate insurance in place to cover any losses of this kind.

b. claims not falling under (a) above and which don’t involve injury, illness or death:

The maximum amount we will have to pay you in respect of these claims is up to three times the price paid by or on behalf of the person(s) affected in total. This maximum amount will only be payable where everything has gone wrong and you or your party has not received any benefit at all from your booking.

c. claims in respect OF any stay in a hotel

i) The extent of our liability will in all cases be limited as if we were carriers under the appropriate Conventions, which include; The Paris Convention (with respect to hotel Travel Arrangements). You can ask for a copy of this Convention from our offices. Please contact us at 4 Royston Road, Livingston, West Lothian, Scotland EH54 8AH.

ii) When making any payment, we are entitled to deduct any money which you have received or are entitled to receive from the transport provider or hotelier for the complaint or claim in question.

It is a condition of our acceptance of liability under this clause that you notify any claim to ourselves and our Supplier/Principal(s) strictly in accordance with the complaints procedure set out in these conditions.

Where any payment is made, the person(s) receiving it (and their parent or guardian if under 18 years) must also assign to ourselves or our insurers any rights they may have to pursue any third party and must provide ourselves and our insurers with all assistance we may reasonably require.

Please note, we cannot accept any liability for any damage, loss or expense or other sum(s) of any description:

a. which on the basis of the information given to us by you concerning your booking prior to our accepting it, we could not have foreseen you would suffer or incur; or

b. relate to any business; or

c. indirect or consequential loss of any kind

We will not accept responsibility for services or facilities which were not included on your booking confirmation or where they are not advertised in our brochure / on our website. For example, any excursion you book whilst away, or any service or facility which your hotel or any other supplier agrees to provide for you.

Where it is impossible for you to return to your departure point as per the agreed return date of your WT Package, due to “unavoidable and extraordinary circumstances”, we shall provide you with any necessary accommodation (where possible, of a comparable standard) for a period not exceeding three nights per person.

Please note that the 3-night cap does not apply to persons with reduced mobility, pregnant women or unaccompanied minors, nor to persons needing specific medical assistance, provided we have been notified of these particular needs at least 48 hours before the start of your Multi-Contract Package.

For the purposes of this clause, “unavoidable and extraordinary circumstances” mean warfare, acts of terrorism, significant risks to human health such as the outbreak of serious disease at the travel destination or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely back to your departure point.

40.5 Notification of Claims

It is a condition of our acceptance of liability under this clause that you notify any claim to us and, where relevant, the supplier concerned strictly in accordance with the complaints procedure set out in these Booking Conditions.

40.6 Rights Against Third Parties

Where any payment is made, the person(s) receiving it, and their parent or guardian if under 18 years, must assign to us or our insurers any rights they may have to pursue any third party and must provide us and our insurers with all assistance we may reasonably require.

40.7 Other Excluded Losses

We will not accept responsibility for any damage, loss, expense or other sum of any description:

a. which, on the basis of the information given to us by you concerning your booking before we accepted it, we could not have foreseen you would suffer or incur;

b. which relates to any business; or

c. which is an indirect or consequential loss of any kind.

40.8 Services Outside Your WT Package Booking

We will not accept responsibility for services or facilities which are not included in your WT Package Booking as shown on your booking confirmation or otherwise expressly agreed by us as forming part of your package.

This includes, for example, any excursion, treatment, activity or other service that you choose to book separately while you are away directly with a hotel, practitioner or other third party.

40.9 Where You Are Unable to Return as Planned

Where it is impossible for you to return to your departure point on the agreed return date of your WT Package Booking because of unavoidable and extraordinary circumstances, we will provide you with any necessary accommodation, where possible of a comparable standard, for a period not exceeding three nights per person.

The three-night limit does not apply to persons with reduced mobility, pregnant women, unaccompanied minors or persons needing specific medical assistance, provided that we have been notified of those particular needs at least 48 hours before the start of your WT Package Booking.

For the purposes of this clause, unavoidable and extraordinary circumstances include warfare, acts of terrorism, significant risks to human health such as the outbreak of serious disease at the travel destination, or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely back to your departure point.

41. Financial Protection for WT Package Bookings

The Package Travel and Linked Travel Arrangements Regulations 2018 require us to provide financial protection for the monies you pay for your WT Package Booking in the event of our insolvency.

We provide this financial protection for our Signature Journeys and Private Retreats through:

[INSERT ABTOT PROTECTION DETAILS ONCE WT'S MEMBERSHIP / PROTECTION ARRANGEMENT IS FINALISED]

Full details of the protection applying to your WT Package Booking, including the relevant protection details and contact information, will be provided as required by law.

[PRE-LAUNCH ACTION: Finalise WT's ABTOT protection arrangement and insert the exact approved protection wording and details before Signature Journeys or Private Retreats are sold.]

42. Prompt Assistance

If you have booked a WT Package Booking and, while you are away, you find yourself in difficulty for any reason, we will ensure that you are offered such prompt assistance as is appropriate in the circumstances.

For Signature Journeys and other WT Package Bookings supported by a local supplier or one of our partner Destination Management Companies, your local contact should be your first point of contact for urgent assistance while you are away, as they are best placed to provide prompt support and take appropriate action on the ground. Their contact details will be provided to you before you travel.

You may also contact Wellness Traveller at any time on WhatsApp +44 7909 754178, hello@wellnesstraveller.co or by post at 4 Royston Road, Livingston, West Lothian, Scotland EH54 8AH.

The assistance provided may include appropriate information about health services, local authorities and consular assistance, help with communications and assistance in finding alternative Travel Arrangements.

Where a material change to your Travel Arrangements is required, the local supplier or DMC must liaise with Wellness Traveller before making alternative arrangements wherever reasonably practicable, so that any changes can be managed in accordance with your booking and these Booking Conditions.

Where the assistance you require is not as a result of any failure by us or the suppliers providing the Travel Arrangements included in your WT Package Booking, we will not be responsible for the cost of alternative Travel Arrangements or other assistance you require, except where applicable law provides otherwise.

You should not incur significant costs or make your own alternative Travel Arrangements without first contacting your local supplier or DMC and, where reasonably possible, Wellness Traveller. Subject to these Booking Conditions and applicable law, we will not be responsible for costs, fees or charges you incur without prior authorisation where you could reasonably have contacted us or the relevant local supplier first.

You are responsible for ensuring that you have adequate travel insurance in place for your trip. Where assistance or alternative arrangements result in costs that are not our responsibility under these Booking Conditions, you should seek reimbursement from your travel insurer where those costs are covered by your policy.

We reserve the right to charge a reasonable fee for providing assistance where the difficulty has been caused intentionally by you or a member of your party, or as a result of your or your party's negligence.

43. Complaints about Your WT Package Booking

We want to have the opportunity to resolve any problem with your WT Package Booking as quickly as possible.

If you experience a problem while you are away, you must report it without undue delay to the relevant local supplier, such as your hotel, retreat host, practitioner or guide, and to Wellness Traveller, so that we have an opportunity to investigate and put things right.

If the problem cannot be resolved locally, please contact us using the contact details provided in your travel documents so that we can assist you as quickly as possible.

If the problem remains unresolved and you wish to make a formal complaint after your trip, please write to us at 4 Royston Road, Livingston, West Lothian, Scotland EH54 8AH, ideally within 28 days of the end of your WT Package Booking, giving your booking reference and all relevant information.

You must report any problem without undue delay and give us and the relevant local supplier a reasonable opportunity to investigate and put it right. If you fail to report a problem promptly or do not follow this complaints procedure, and this affects our or our suppliers' ability to investigate and remedy the problem, this will affect the amount of any compensation or other remedy to which you may be entitled.