Terms & Conditions
Bespoke Voyagers Limited
Bespoke Voyagers Limited is incorporated in Jersey (company number 118779).
References to “you” and “your” in these terms and conditions mean all persons named on the Booking Form (including anyone who is added or substituted at a later date). “We” “us” and “our” mean Bespoke Voyagers Limited.
Our registered office is at Walnut Farm, Route de Maufant, St Saviour JE2 7HX. We are specialist travel organisers. Our business operates out of Jersey, Channels Islands and our services are as advertised.
Application of these terms and conditions
These terms and conditions, together with the terms set out in the Booking Form and any other further terms and conditions notified to you by us prior to your entering into a contract with us (including, without limitation, any terms and conditions in our brochure or on our website which are relevant to your booking) and any other terms which we both otherwise agree, will be binding on Bespoke Voyagers and you once a contract is made between us (“Our Terms”). A contract will exist between us once you have made your booking, paid your deposit (or such other fee as may be appropriate, for example where you are making a ‘late booking’) and we have issued you with our booking confirmation. Our contract with you is also subject to any air carriers’ terms and conditions of carriage.
You should read these terms and conditions carefully.
You should note in particular the content of paragraph 5 (‘Our liability to you’) which contains certain limitations and exclusions.
If any part of Our Terms is found to be invalid or unenforceable, then such provision shall (so far as it is invalid or unenforceable) be given no effect and shall be deemed not to be included in this Agreement, but without invalidating any of the remaining provisions of Our Terms.
The contract between us will be governed by Jersey Law and the Courts of Jersey shall have exclusive jurisdiction to hear and determine any suit, action or proceedings, and to settle any disputes, which may arise out of or in connection with the contract. Our Terms do not affect your statutory rights.
Where the arrangements which you make with us for your holiday do not amount to a package (as defined below), we act as booking agent only for the principal/supplier. As an agent, we accept no responsibility for the acts or omissions of the principal/supplier – your contract will be with the principal/supplier of the arrangements in question and not with us, and the terms and conditions of the principal/supplier will accordingly apply to your booking in addition to Our Terms (we advise that these are read carefully). When making your booking, we will arrange for you to enter into a contract with the applicable supplier(s) of the travel arrangements. Copies of the supplier’s terms and conditions can be accessed via the supplier’s website [and will be provided by us to you on request].
We observe the requirements of the Data Protection (Jersey) Law 2005 (the “Act”) in respect of all personal data held by us.
We will not use any personal data relating to you which we hold at any time for any purpose other than in connection with your booking. We will not pass on such data to third parties save where this is necessary in connection with the performance by us with our contract with you or as otherwise authorised by you. We may use such data to notify you of our services, offers and promotions from time to time. If you do not wish us to so notify you please let us know.
If you wish to find out more about the personal data we hold relating to you or should you have any query about data protection, please contact us.
Brochure and Website content
We make every effort to ensure the accuracy of the information contained in our brochures and on our website. However, content is subject to change often due to the actions of our suppliers (e.g. airlines, hotels, activity providers, car hire companies) and accordingly we reserve the right to change and correct errors in any of the facilities, services, prices or itineraries described in this brochure and/or on our the website at any time before or after your booking is confirmed. We will endeavour to notify you of any change known to us affecting your holiday prior to issuing you with our booking confirmation.
We do not generally use linking or framing. We are not responsible for the content, policies and other services linked to or accessible via our website.
For the purposes of these terms and conditions, a ‘package’ is a pre-arranged combination of at least two of the following, booked by you through us at an inclusive price, and where the combination last for a period of more than 24 hours or involved overnight accommodation: (a) transport; (b) accommodation; (c) other tourist services not ancillary to transport or accommodation and been a significant part of the booking.
All air holidays and flights originating in the UK (please note that Jersey, Guernsey and the Isle of Man are not part of the UK for this purpose) are ATOL protected, since we are appointed agents to The Exceptional Travel Company (ATOL Regulations 12 and 22) who hold an Air Travel Organisers License (ATOL 10109) granted by the Civil Aviation Authority (CAA).
When you buy an ATOL protected flight or flight inclusive holiday from us you will receive an 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.
We, or the suppliers identified on your ATOL certificate, will provide you with the services listed on the ATOL certificate (or a suitable alternative). In some cases, when neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alterative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable).
If we, or the suppliers identified on your ATOL certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims maybe re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.
All holidays are subject to availability. When you make a booking with us you are making an offer to us to buy some of our advertised services. We reserve the right to refuse to accept and / or not to proceed with any booking at any time at our sole discretion. Once the contract is made between us we will perform our obligations to you in accordance with Our Terms.
All bookings must be made by a person aged eighteen years or over.
Where your booking is for more than one person, the firstnamed person in your party aged eighteen years or over will be treated by us as the ‘lead name’ for your booking. The lead name will be responsible for making all payments due to us in accordance with our contract.
Completion and submission by you of our Booking Form will be treated by us as confirmation that you have read, understood and accepted all of Our Terms.
It is important that you accurately complete our Booking Form as all documents, notices and other information to your holiday will be sent to this address. It is your responsibility to ensure that the details which you supply to us are correct.
You will be notified at the time of booking of the price of your holiday. You will be required at the time of booking to pay us a non-refundable deposit of 25% of the quoted holiday price, and the full holiday price of a booking will be required to be made at least 60 days prior to departure in cleared funds (late booking). In certain circumstances (depending on the nature of the booking) we will require a non-refundable deposit in excess of the usual 25%.
Unless you are making a late booking, the balance owing must be paid to us in cleared funds no later than 60 days before the date of your departure. In certain circumstances (depending on the nature of the booking) we will require the balance in advance of this date, and we shall notify you in advance. If we do not receive the balance by this time then we will treat the booking as cancelled by you and you will be liable to pay our cancellation charges (see paragraph 3.2).
We accept cheques (made out to [Bespoke Voyagers Limited]), bank transfers and PayPal payments.
If you make a late booking and it is necessary to issue your documents on departure or send them to you by special delivery, there will be an administration charge payable by of £30 per booking. An administration also applies to any changes carried out by us at your request (see paragraph 3.1).
The prices quoted in our brochure, on our website or in our publicity and promotions from time to time are correct at the time of publication. In the event of any change in our prices to those stated we will notify you prior to accepting your booking. All our prices are quoted in either GBP£ Sterling or US$ Dollar.
We guarantee the price of your holiday stated in your booking confirmation. We may however pass on to you certain additional charges resulting from increased transportation costs (including the cost of fuel), dues, taxes, landing taxes, or embarkation or disembarkation fees at ports and airports or fluctuations in the exchange rate. We will not pass on any such charges occurring within 30 days of your scheduled date of departure nor charges which would result in an increase of less than 2% in the total cost of your holiday.
b) Other holiday arrangements
We reserve the right to pass on any charges levied on us from time to time by our suppliers in respect of any other holiday arrangements made by us on your behalf, including but not limited to:
- Return transportation costs including a luggage allowance as confirmed;
- Overseas transfers / transportation;
- Accommodation, meals;
- The services of a representative, tour guide or an appointed local agent, including a 24hr emergency contact (except cruises);
- All UK departure taxes, fees and passenger charges;
- Any applicable overseas port charges; and/or
- Child discounts. Our holiday price does not normally include:
- Visa fees, overseas airport departure charges payable locally, porterage, personal expenditure, hotel extras;
- Taxes or compulsory charges introduced by governments, regulatory bodies or airlines after you have booked;
- Security charges introduced or increased after you have booked which affect transportation costs;
- Holiday insurance; and/or
- Any medical requirements such as vaccinations, certificates or malaria prophylactics.
The price payable by you for your holiday and what this price includes will be confirmed to you by us at the time of the booking and set out in our booking confirmation.
c) Group bookings and discounts
Some bookings or prices are dependent on the number of participants or occupants – if this applies to your holiday arrangements you will be notified by us at the time of booking. We reserve the right to make further charges where numbers fall below the numbers required to qualify for the discount offered in connection with, or price of, the booking. We also reserve the right to cancel such a booking in the event that numbers fall below those required to qualify for the discount offered in connection with, or price of, the booking.
3. Changes or cancellation by you
Where you are or any member of your party is prevented from travelling for any reason (including death, illness or jury service) we will transfer your booking to any other person satisfying all the requirements relating to your holiday, notified to us by you in writing a reasonable time prior to your due date of departure.
b) Other changes
If you wish to make any other change to your booking at any time after our booking confirmation has been issued, we will try but do not guarantee we will meet your request. We require your authority in writing before we can make any change. In the event that any change is requested in relation to a group booking, we require the authority in writing of the lead name before we can make the change.
c) Administration fee
In each of the above circumstances, an administration charge will be payable of £30 per person where your request is received by us 60 days or more prior to your date of departure and £50 per person where the request is received less than 60 days prior to your departure. This charge is non-refundable.
d) Treatment of changes by our suppliers
Any changes noted at paragraphs 3.1 a) and 3.1 b) are subject to the relevant provider’s terms and conditions, and their amendment and cancellation charges (in addition to our administrative charges, where applicable).
Please be aware that many of our suppliers, particularly airlines and safari operators, do not permit us to change names or travel dates and may impose full cancellation charges.
If you wish, following the issue of you to us of our booking confirmation, to cancel your booking or any part of it relating to any person (in the case of a group booking), we will require your authority in writing or (in the case of a group booking) the authority in writing of the lead name to do so.
Our cancellation charges will apply (see paragraph 3.3 below (Cancellation charges). These are calculated with reference to the date on which we receive your authority in writing. We will not refund to you any deposits, administration charges, insurance premiums or any other fees or charges made by us and paid by you relating to your holiday in the event of cancellation by you. We incur costs from the time you make your booking and you agree that if you cancel your booking you will compensate us for our losses and expenses, as per the table below. Our cancellation charges increase the nearer the cancellation is made to your departure date as we may not be able to resell your holiday without making significant price reductions, or at all.
We strongly recommend that you take out insurance cover for cancellation. Bespoke Voyagers can recommend insurers if requested by you.
3.3 Cancellation charges
The following cancellation charges shall apply to any bookings cancelled, and shall be calculated when your authority in writing to cancel a booking (or part of a booking) is received by us:
Number of days before date of departure Cancellation charge (percentage of booking price) 60 days or more Deposit only 43 – 59 days 40% 29 – 42 days 60% 7 – 28 days 90% 6 days or less 100%
In certain circumstances (depending on the nature of the booking), cancellation charges may be higher due to the supplier’s terms & conditions.
4. If we have to change or cancel your holiday
We will do our utmost to deliver the holiday which we are contracted to provide to you. As we put in place the arrangements necessary to enable us to offer our range of holidays many months in advance, we may occasionally have to make changes and reserve the right to do so at any time.
Our obligation to you depends on whether the changes are considered ‘minor’ or ‘major’. A ‘major’ change is one that results in a significant alternation to the essential terms of the contract between us.
‘Major’ changes include:
- Your UK departure airport (unless this is between Heathrow and Gatwick or vice versa);
- Your city / resort / place of destination;
- Your accommodation (except on tours / safaris) to a lower star grading; and/or
- Your scheduled departure time from the UK or your duration of the holiday by more than 12 hours (excluding delays outside our control check-in).
‘Minor’ changes are any other change that is not a major change. We will try to tell you as soon as reasonably possible prior to your due departure date about any minor changes, although we are not obliged to do so. We are not obliged to compensate you for any ‘minor’ changes.
If we have to make a ‘major’ change we will notify you as soon as possible and you will have one of the following options:
- to agree the changes and accept their impact (including any on price);
- to transfer to another holiday offered by us (subject to availability) of equivalent or superior quality;
- to transfer to another holiday offered by us (subject to availability) of lower quality and receiving a refund for any difference in price; or
- to cancel your holiday and receiving a refund of all monies paid by you to us (including all deposits and administration charges).
If we have to make a ‘major’ change to cancel your holiday for any reason other than our insolvency or any circumstances beyond our reasonable control ,we will additionally pay to you the following sum by way of compensation:
Number of days before due date of departure that notification of a major change or cancellation by us is received by you Compensation payable by us (per person named in our booking confirmation or transfer accepted by us) 43 – 59 days £10 29 – 42 days £25 15 – 28 days £45 8 – 14 days £60 7 days or less £75
b) Other holiday arrangements
Where we act as agent only, if there is a change or cancellation to your booking made by a supplier, we will endeavour to inform you of any such change prior to your departure date and inform you of any compensation the supplier has offered. As agent only for the supplier, we accept no liability for any such changes or cancellations made to your booking and have no obligation to compensate you. In the event we are forced to cancel your holiday for any reason other than our insolvency or any circumstances beyond our reasonable control, we will refund to you the full price paid by you for the booking.
c) Circumstances beyond our control
We will not pay compensation or accept any liability where any change is due to circumstances outside of our reasonable control, including (without limitation) any strikes, lock-outs, or other industrial action, labour disputes, acts of God, war, riot, civil commotion, malicious damage, compliance with any law or governmental order, rule regulation or direction, impossibility of the use of any means of public or private transport or any action of any government of regulatory body, accident, breakdown of plant and machinery, fire, flood or storm, other adverse weather conditions (including heavy rainfall, hail, snow, fog or frost) affecting any airport, port or any other transport link, embarkation or disembarkation point and their operation, flight delays, other matters affecting air traffic control (including failure of equipment, systems and software), siege, acts of terrorism, police or security alerts or precautionary measures taken.
5. Our liability to you
i) We accept responsibility for ensuring that the holiday arrangements you book with us are supplied as described in our brochure, your itinerary or on our website (except where we act as agent only, as described in paragraph 5 b) below). We accept responsibility for the acts and/or omission of our employees, agents and suppliers except where they have acted outside our authority or instructions.
ii) If you feel that any part of your holiday arrangements is not provided as promised and you would like to make a complaint, you should notify our supplier and either our appointed local representative (where one is appointed) as soon as possible. You must provide us with details in writing at the earliest opportunity. If we are unable to rectify your complaint whilst you are still on holiday, you must write to us within 28 days of your return with full details of the complaint, quoting your booking reference.
iii) Where we have failed to provide you with a significant proportion of the services which you have contracted with us to provide, if you are still on holiday with us we will (where possible and appropriate to the circumstance), endeavour to organise suitable alternative arrangements at no extra cost to you and may pay you an amount in compensation. Where we have failed to provide you with a significant proportion of the services which you have contracted with us to provide and suitable alternative arrangements are not available or are unacceptable to you for good reasons then (where appropriate) we will make arrangements for you (and where other members of your party are affected those members of your party) to return to you place of departure at no extra cost to you. In all other cases (i.e. where we have not failed to provide you with a significant proportion of the services which you have contracted with us to provide) our obligation following your notification to us is to investigate matters and (where appropriate) make prompt efforts to find appropriate solutions.
iv) Our liability to you in all cases shall be limited to a maximum of 3 times the total cost of your holiday (including deposits and administration charges). We do not accept responsibility for the acts and/omissions of any third parties with whom you may have made any booking or arrangements direct.
v) None of the provisions of this paragraph 5a) shall have the effect of excluding or limiting our liability in respect of any personal injury or death of you or any member of your party during your holiday directly resulting from our own acts or omissions or the negligent acts or omissions of our employees, agents or suppliers whilst acting within our authority or instructions. We do not accept any responsibility for death, injury or illness caused by any act or omission of any third parties acting outside of our authority, instructions or control or with whom you may have made any bookings or arrangements direct.
vi) We are not liable to you where our failure of improper performance of any of our obligations to you is due to:
- Any fault or failure of you or of any member of your party; or
- Any fault or failure of any third party unconnected with us and the provision of services for which you have contracted with us to provide which are unforeseeable or unavoidable; or
- Circumstances beyond our or beyond our suppliers’ reasonable control (which circumstances are without limitation described in paragraph 4 c) although we will endeavour following notification to us to provide you with our prompt assistance where our failure or improper performance results from circumstances not due to any fault or failure of you or any member of your party.
vii) In respect of travel by air, sea and rail and the provision of accommodation, our liability is additionally limited in the manner provided by the relevant International Conventions.
viii) You should note that the acceptance of liability on our part is subject in all cases to set off or reduction of the amount of any claim made against us to take into account any amount paid to you or any member of your party at any time arsing form the same cause or circumstances by any of our suppliers or pursuant to a policy of insurance.
ix) Our suppliers and our local representatives are instructed not to act as our agents in booking any alternative activities other than those approved and offered by us. Any assistance they may offer at your request in relation to such activities does not imply they have acted as our agent or with our authority or approval. We are not responsible for such activities and have no liability to you in respect of any of them.
b) Bookings where we act as agent only
As agent, we accept no responsibility for the acts or omissions of the principal/supplier, or any responsibility for the actual provision of the booking, provided that we do not exclude any liability for personal injury or death of you or any member of your party during your holiday directly resulting from our own acts or omissions or the negligent acts or omissions of our employees, agents or suppliers whilst acting within our authority or instructions.
In the event we are found liable where we act solely as agent, paragraph 5iv) shall apply to limit our liability to you.
c) Special requirements
If you have any special requirements (dietary or otherwise) you must inform us of these at the time of the booking so that we can pass these onto our suppliers. We cannot guarantee that your requirements will be met, however, and we are not liable to you in the event that your wishes are not met.
6. Your responsibility
a) It is your responsibility to ensure that you and all travelling with you have valid passports, appropriate visas and vaccinations. You will need a ten year passport for travel to all destinations. We recommend that your passport is valid for at least six months following your due date of departure as many countries will not allow you to travel unless you have at least six months left to run on your current passport. Some counties (particularly in Southern Africa) also require your passport to have two blank pages for a visa stamp. As a result if you are travelling in more than one country that requires this, you will need to have 4 or 6 blank pages – for example if you visit South Africa and Namibia, both of which require two free pages, and re-enter South Africa to fly home. If travelling with children certain countries require that you take unabridged birth certificates with you for the children. Certain countries require a visa for entry. We will advise you at the time of booking whether a visa is required for holders of an EU passport and provide you with further information concerning visa applications, but arranging the visa is your responsibility. Any members of the travelling party holding a non-EU passport should check with the Embassy in question for specific visa requirements. Women 28 weeks or more into pregnancy at time of return travel must have a doctor’s certificate confirming they are fit to travel (please note that airlines normally require certification at 32 weeks). We are not liable for any costs, delays or illness resulting from your failure to meet these requirements.
b) You are responsible for ensuring that any existing medical conditions or disabilities which may require assistance are declared to us before your book your holiday or, if newly diagnosed, before your due date of departure so that we can pass these details in to our suppliers in good time. We are not in any circumstances liable if any carrier refuses you or any member of your party as a passenger as a result of any medical condition or disability.
c) You are responsible for your behaviour and that of your party. We and our suppliers reserve the right to refuse your booking or the right to board or the right to travel and to remove you and/or any member of your party from any transport, accommodation or any part if holiday if you or any member of your party is drunk or under the influence of drink or drugs, if you are or we reasonably believe that you are in unlawful possession of drugs, are behaving violently, disruptively, dangerously or irresponsibly or in any manner whatsoever which presents a risk to others or is causing a nuisance or annoyance to others. No refund will be given or compensation paid and no costs or expenses for which you become liable or which are incurred by you will be made by us or be recoverable by you from us in such circumstances. You may also become the subject matter of police inquiry or security measures or investigation and liable in the event that any offence is committed to criminal prosecution and penalties whether in the UK or in any other country having jurisdiction in respect of the alleged activity. You must fully cooperate with and follow any safety procedures and instructions given by any organisation which is running the activities which you do while on holiday. It is possible that such organisations will require you to sign a waiver form in respect of the activity being varied out.
d) You are responsible for ensuring you re-confirm your flight times with the relevant supplier prior to departure, as these are subject to change, and shall ensure arrival at the relevant airport in line with the supplier’s recommendations.
e) If you experience difficulties during your holiday that cannot be dealt with at the time by the hotel, lodge or camp you are staying at, then please contact (where applicable) our local representatives. If they cannot be reached, please contact us on our 24 hour emergency telephone number (+44 (0)7797 828 121) Please remember that we will be unable to help if you only mention the issue on return from your holiday. If you have a medical emergency, you must notify your travel insurance providers on their 24-hour emergency telephone number (which should be visible on the over note). If you cannot make contact, please contact us and we will attempt to reach them.
f) Many of our trips take place in destinations where local conditions vary enormously, and the people we deal with on the ground may be less time-conscious or meticulous in planning than ourselves, and while we endeavour to ensure that the holiday goes according to plan, we ask that those who travel with us do so with a spirit of adventure, in a positive frame of mind, and in good humour.
You must be fully insured for your holiday and must make sure that all of the activities which you will be carrying out are covered by such insurance. This insurance must include emergency evacuation and repatriation costs in respect of all of your activities.
Our Terms are updated from time to time. The terms and conditions which will apply to your holiday are those on our website at the time of booking. There may be additional terms and conditions which apply to our special offers, promotions and discounts from time to time. These will be notified to you at the time of booking should you inform us that you would like to take advantage of them.
Where a star rating is provided in respect of accommodation, this has been provided directly by the accommodation provider and has not been independently verified by us. Please note that expectations as to star rating may differ on a country-by-country basis (for example, what is expected in a 5 star rated hotel in Dubai may differ to what is expected in a 5 star rated hotel in Botswana).
While most suppliers now issue e-tickets in respect of travel, please note that some suppliers still issue paper tickets. Should you lose a paper ticket, the supplier may require you to pay an additional fee for issuing a replacement ticket, or to purchase a new ticket entirely. Please check the relevant supplier’s terms and conditions in this respect.