NORTHERN SECRETS LTD TRAVEL TERMS & CONDITIONS
Before submitting Northern Secrets Ltd’s online booking confirmation form or accepting a booking via email confirmation from us, please take a moment to read our terms and conditions of service provision.
1) Your package, You and Us – definitions
(a) Throughout these travel terms and conditions we refer to your package. Your package is defined as all items, products and services that you book through Northern Secrets Ltd and can include, but is not limited to rail tickets, overnight accommodation, coach tours/hire, small group tours, transfers (e.g. airport or cruise port), attraction tickets/entry/passes, theatre/concert tickets and other services.
(b) You / the client / the guest / the customer refers to you the customer who purchases the package and is recipient of the services and products provided by Northern Secrets Ltd (this also incorporates a group travel organiser booking on behalf of a group/party).
(c) We / Us refers to Northern Secrets Ltd.
2) Your quotation
(a) A Northern Secrets Ltd Quotation/Proposal outlines a package proposal. Unless otherwise stated, none of the reservations within your package are holding at quotation/proposal stage and are subject to availability up until the point of confirmation.
(b) The price of your quotation is valid for two weeks from date of issue after which time Northern Secrets Ltd reserve the right to amend the price in line with e.g. exchange rate fluctuations and/or rate changes of services such as event ticket prices and/or accommodation rates.
(c) Northern Secrets Ltd can provide quotations (and process most payments) in either GBP (£), EUR (€) or USD ($) currencies.
(d) Unless otherwise stated in the quotation/proposal, a discount of 30% will apply to all children aged 3-11 inclusive sharing a room with at least 2 full paying adults.
3) Confirming your package and payment
(a) In order to confirm your package as per your quotation/proposal, Northern Secrets Ltd requires you to either submit our online confirmation form if booking direct or written statement of acceptance of the quotation/proposal and then to supply us with your payment details (by telephone, via the secure payment section of our website or make payment via bank transfer into our business account) or we will supply you with an invoice for bank transfer payment. On receipt of booking confirmation by email, if no cancellation request is made within 7 days, the booking is deemed fully confirmed and deposit payment or payment in full is required.
(b) Once Northern Secrets Ltd has received the submitted booking confirmation form or has written confirmation if booking via one of our travel consultants as well as payment details, we will proceed to confirm all reservations as detailed in your package.
(c) Northern Secrets Ltd accept deposit payment by Visa, Maestro, MasterCard and bank transfer. Further payments or balance payments can be made by debit card, credit card, bank transfer or cheque.
(d) Once all parts of your package are confirmed Northern Secrets Ltd will process payment using the card details provided or reconfirm payment details with you. If you confirm your booking more than 8 weeks prior to travel, Northern Secrets Ltd will charge a non-refundable deposit of 20% or 30% of the package value (depending on booked tour). If you confirm within 8 weeks of travel, Northern Secrets Ltd will usually request and process payment in full for your package at the time of confirmation. Once payment has been received by Northern Secrets Ltd (either a 20% or 30% deposit (depening on booked tour) or in full), we will issue a receipt via email and your package with us is deemed confirmed. Confirmed bookings are subject to Northern Secrets Ltd cancellation and amendment policies as per sections 12 and 13 respectively.
(e) If any parts of your trip have become unavailable by the time of confirmation, Northern Secrets Ltd will offer a suitable alternative. We will always check that you are satisfied with any such alternatives before processing a payment and confirming your package.
(f) On packages where only a deposit has been paid at the time of confirmation, balance payment for the package is due at 8 weeks prior to travel (unless otherwise agreed). Northern Secrets Ltd will always endeavour to advise and send reminders or invoice(s) prior to payment deadlines but it remains the responsibility of you, the guest, to ensure that payments are received on time. Northern Secrets Ltd reserve the right to cancel bookings (any deposit paid becoming forfeit) where payment is significantly overdue. Northern Secrets Ltd will always contact you before such action is taken.
(g) All payments are accepted in Great British Pounds Sterling (GBP £). Exact figures in your local currency will therefore be subject to exchange rates as provided by your bank / credit card provider at the time of payment.
4) Online booking confirmation form
(a) Please ensure that all information submitted in the online booking confirmation form is accurate and that passenger names are as per your personal identification or passport. Details submitted in the form will be used to make your reservations and may be printed on certain documentation, tickets/passes etc. In the event that name details need to be changed at a later stage resulting in the necessary re-issue of affected tickets/passes and/or reprinting/postage of documentation a cost penalty or re-issue fee may be incurred.
(b) Flight arrival information: it is not mandatory to provide us with your flight information however it is requested on our booking form and we do recommend that you advise us of your arrival and departure flight information at the time of booking or as soon thereafter as possible. Your flight information is passed on to meet & greet, transfer and/or car rental offices (as applicable) and in the event of your flight being delayed they will endeavour to accommodate the change in circumstance. Otherwise you may be considered a “no show” and your service reservation released.
5) Pre-booked accommodation
(a) Any accommodation booked as part of your package will be booked as per the details on your accommodation voucher. Your voucher provides proof of pre-payment and entitles you to the services listed. Anything not listed is not included and should be settled directly with the accommodation (e.g. bar tab, evening dinners where not prepaid, mini-bar, laundry services etc.). Your voucher booklet will also provide you with full contact details for all accommodations on your itinerary.
(b) Check-in and check-out times vary by accommodation but is usually from 2pm in hotels and 3pm/4pm in B&Bs/guest houses (specific times will be listed on your accommodation voucher). If you are to check in late at a hotel, please call ahead to advise them (to ensure that they keep reception open for you).
(c) Special accessibility rooms and rooms with disabled facilities rooms vary greatly between accommodations and most accommodations have limited availability of such rooms. Please notify your Northern Secrets Ltd consultant at the time of booking if you have any special requirements and we can ensure that we confirm only suitable accommodation and services.
(f) It should be noted that accommodation ratings, terminology, services and provisions vary in Britain when compared with other nations. All accommodation ratings we state are based on national standards of the United Kingdom. We also add our own recommendation and we check all accommodations regularly to ensure they meet our standards.
6) Ferry tickets and crossings
(a) Northern Secrets Ltd will book and confirm ferry tickets as detailed on your quotation. Please note that ferry tickets are valid only for the crossing/service listed and are non-transferrable.
(b) Northern Secrets Ltd cannot be held responsible for schedule changes or crossing cancellations resulting from unforeseen circumstances (such as poor weather conditions) however we will always endeavour to make alternative arrangements wherever possible as required resulting from such schedule changes. If/where any additional expense is incurred, this will usually be covered by travel insurances.
7) Day tours, tickets and passes
(a) Day tour tickets, attraction entry tickets, sightseeing attraction passes and theatre tickets will be booked and confirmed as part of your vacation package as detailed in your quotation/itinerary.
(b) All venue and pick-up location information are provided on your tickets/vouchers/accompanying paperwork. Specifically for day tours, please ensure that you are at the meeting point in plenty of time so as to avoid missing a pick-up. Transport to a meeting point or venue is not included in your package unless otherwise stated.
(c) Tickets/vouchers are only valid for the service as per the time/dates printed on the ticket/voucher – Northern Secrets Ltd cannot be held responsible for and cannot refund tickets for missed tours or events. If you know you are going to miss a tour please contact the operator (ideally direct) as soon as possible, we may be able to rearrange your trip.
(d) In the event that a tour is cancelled or service withdrawn for reasons beyond our control Northern Secrets Ltd will endeavour to rearrange for another departure, offer a suitable alternative or will provide a full refund on the ticket.
8) Meet & greet services and transfer bookings
(a) Where meet & greet services and transfers are booked either as a standalone service or as part of your vacation package we require you to provide us with your arrival/departure flight information as relevant (either via our booking confirmation form, by email or by forwarding us a copy of your flight e-ticket). In the event of flight delay the local (transport / meet & greet) provider will endeavour to make alternative arrangements but, where this is not possible, we will not be able to make refunds for such services. Good travel insurance will usually provide financial loss cover as a result of flight delay.
9) Escorted extended tours booked via partner operator (e.g. coach tours and Small Group Tours)
(a) Escorted tours are booked and confirmed for the departure date as detailed in your final itinerary/quotation. Some, but not all, coach tours and Small Group Tours offered by Northern Secrets Ltd are operated by partner tour operators and include transport, accommodation, attraction entry, meals and the services of a tour-director or driver-guide as detailed in your itinerary and/or on the relevant page of our website. Anything not detailed is not included and would be payable extra (additional attraction admission, optional tours/visits, bar drinks etc.).
(b) Tour operators reserve the right to amend tour itineraries, accommodation and inclusions due to operational reasons prior to travel and/or due to unforeseen circumstances during travel. Where this occurs, alternative arrangements will be made by the operator wherever possible. Itineraries featured on Northern Secrets Ltd website are done so in good faith and we cannot be held responsible for minor schedule changes made by the operator.
(c) Tour operators of escorted coach tours and Small Group Tours reserve the right to withdraw scheduled tours due to operational and practical reasons and reasons beyond the control of the operator. Risk of tour withdrawal can be minimized by booking “preferred” or “guaranteed” departure dates, please ask your Northern Secrets Ltd consultant about such departures. In the rare event of withdrawal of a departure/tour by an operator, Northern Secrets Ltd will endeavour to offer a suitable alternative provided either by ourselves direct, the same or an alternative partner operator; otherwise will provide a full refund of all monies paid for that tour. Tour operators and/or Northern Secrets Ltd cannot be held responsible for any expense incurred for change or cancellation of e.g. flight reservations and/or additional travel arrangements resulting from a withdrawn tour departure. Any withdrawal of a departure/tour for operational reasons will always be done well in advance and clients will be advised as early as possible in order to maximise opportunity to make alternative arrangements.
(d) Some operators may apply luggage restrictions for travel. For specific luggage limits please check the terms and conditions of the relevant operator or ask your Northern Secrets Ltd consultant.
(e) When travelling on an escorted coach tour and/or Small Group tour you will be travelling as part of a tour group. Threatening, inappropriate or offensive behaviour towards other tour participants and/or the tour-director/guide or other staff is not acceptable and in extreme circumstances the operator reserves the right to refuse travel. In such cases no refund will be made for any unused services.
(f) All coach and Small Group tours are booked in their entirety and no discounts or refunds can be made if a guest/participant chooses to leave a tour early (either pre-planned or due to unforeseen circumstances).
(g) Other terms and conditions apply for specific operators. For further details of the operator conducting your specific tour please check the relevant terms and conditions on their respected websites. We work with the following tour operators:
- St. Hilda's Sea Adventures
- Scottish Routes
- Highland Experience
- Rabbie's Trail Burners Ltd
10) Vacation package cancellation policy
(a) All cancellations must be made in writing (via email or traditional mail) to Northern Secrets Ltd and are effective after receipt of the notification of cancellation. Northern Secrets Ltd will send an email to confirm receipt of your cancellation notice. A package can be cancelled within seven days of confirmation and a full refund will be processed. For cancellations made more than seven days after booking please see below for applicable cancellation fees.
(b) When cancelling your entire vacation package, the following Cancellation fees apply: Cancellation more than 8 weeks (56 days) prior to travel: 20% or 30% (depending on booked tour) cancellation fee (usually in the form of retention of your non-refundable deposit). Cancellation between 8 and 4 weeks prior to travel: 50% cancellation fee. Cancellation between 4 and 1 week(s) prior to travel: 90% cancellation fee. Cancellation of 7 days or less prior departure: 100% cancellation fee. Please note that you can protect yourself against cancellation fees by purchasing suitable travel insurance.
(c) Cancellation of individual travellers in a group booking: For non-guaranteed departure bookings, should a party member within a travelling group e.g. coach tour arranged by Northern Secrets Ltd (booked as a group vacation) cancel their package, the above notifications also apply per individual traveller within that group booking. An additional cost may arise for group bookings should minimum numbers set out in the quotation/proposal/confirmation not be met. Cancellation charges may not be payable, subject to the sole discretion of Northern Secrets Ltd, if you substitute an attendee not less than 28 full days prior to travel. Where the number of attendees is reduced prior to travel, Northern Secrets Ltd may assess, acting reasonably but at its sole discretion, this to constitute a cancellation.
(c) Cancellation of individual Package Segments: Northern Secrets Ltd will endeavour to waive cancellation fees and make full refunds wherever possible for cancellation of individual segments of a package which do not result in significant change to the nature and/or value of the entire package. Where a segment cancellation does result in a significant change to the package value the above cancellation penalties will apply.
11) Amendments policy
(a) Your itinerary and quotation can be adapted and tweaked as much as required in the planning stage prior to booking in order to achieve your perfect package. Once a payment has been processed (either a deposit or payment in full), your package is deemed confirmed and any changes made to the package would fall under this amendments policy.
(b) Amendments fees may apply for changes made to a confirmed package.
(c) Northern Secrets Ltd reserve the right to charge extra fees to cover any amendment and/or cancellation charges applied by our suppliers resulting from a change requested by the client.
(d) A change of name and/or transfer of services on a confirmed package from one passenger to another may incur an amendment fee.
12) Travel Insurance
It is a mandatory requirement of booking with Northern Secrets Ltd that all guests have suitable travel/trip insurance to protect against unforeseen circumstances that might occur before/during your vacation. Most trip/travel insurance policies will cover for unforeseen eventualities including sickness, bereavement, trip interruption, flight delay, baggage loss etc. It is the sole responsibility of the client to ensure that you have adequate insurance coverage when you travel.
13) Travel documents
(a) Unless otherwise stated, Northern Secrets Ltd will send a digital or physical travel documents pack containing all relevant tickets, vouchers, confirmation paperwork and additional travel information where applicable.
(b) Travel documents will be sent to your email address or home address as submitted in your online booking confirmation form unless otherwise requested.
(c) We aim to have your travel documents with you between 4 to 2 weeks prior to the start of your travel plans with Northern Secrets Ltd. If you do not receive your travel documents 10 days prior, please contact Northern Secrets Ltd. Please let Northern Secrets Ltd know should you require your travel documents sooner than the above time.
(d) Tickets and vouchers can only be issued once full and final package payment has been received by Northern Secrets Ltd.
(f) Upon receipt of your final travel documents, it is the responsibility of the guest to thoroughly check through the itinerary, tickets and vouchers including all dates, locations etc. It is important to ensure that all information is correct as booked. In the case of any discrepancy it is the responsibility of the guest to inform Northern Secrets Ltd at the earliest possible opportunity.
14) Withdrawal of services by us and/or a supplier
(a) In the rare event that an accommodation, tour provider or other third party supplier withdraws or is unable to provide their service as confirmed, Northern Secrets Ltd will offer alternative arrangements for the guest. Where reasonable/acceptable alternative arrangements cannot be found, Northern Secrets Ltd will refund in full all monies relating to that service. Where the withdrawn service constitutes a significant portion of the overall package (e.g. in the event of cancellation of an extended (multi-day) tour departure) and where no suitable alternative can be provided Northern Secrets Ltd will endeavour to refund the entire package price including any costs for additional service over and above the withdrawn service itself and will endeavour to waive any cancellation fees in such circumstances. An example for cancellation may be insufficient number of passengers. In this case, we will inform you as soon as possible & will refund all money paid to us in full. You will have no further claim against us. In this instance we are not liable for any personal expenses you may have incurred as a result of your booking such as travel tickets (flight, rail etc.). Please ensure you have adequate travel insurance.
(b) All suppliers or service providers of Northern Secrets Ltd reserve the right to withdraw and/or cancel client services with immediate effect if their behaviour or conduct is deemed to be inappropriate, offensive, aggressive or threatening towards staff members and/or representatives. In the event of group tours this also applies to a client’s conduct towards other tour participants. In such cases no refund will be made for any cancelled or unused services.
15) Trip delay
(a) In the event of trip delay caused by unforeseen circumstances (such as rail, ferry or flight delay or cancellation) Northern Secrets Ltd will endeavour to make reasonable package/itinerary amendments to accommodate the new arrival time/date. Northern Secrets Ltd will not, however, be in a position to reimburse for unused vacation segments as a result of such delays.
16) Force Majeure
Unless expressly stated otherwise in these terms and conditions, Northern Secrets Ltd will not have any liability to you if we are prevented from fulfilling our contractual obligations to you as a result of any event which is outwith our control (and/or outwith the control of the supplier or provider of the service in question). Such events may include (but are not limited to) war or threat of war; terrorist activity or the threat of terrorist activity; civil commotion or riot; any action taken by a governmental or public authority; pandemics; industrial disputes; collapse of buildings, fire, explosion or accident; traffic or road conditions or road closures; technical or mechanical breakdown; adverse weather conditions; natural disasters and all similar events or circumstances.
17) Website pricing and currency
(a) All pricing and rates on the Northern Secrets Ltd website are valid at the time of publishing however we reserve the right to alter or withdraw published prices at any time. Prices may change as a result of supplier price changes, changes to applicable rates of tax and exchange rate devaluation and revaluation.
(b) Our website “from” pricing is usually based on low or mid season rates (except where specified) however is not restricted to one particular departure date and you may receive a quote lower than our “from” prices for your specific tour.
(c) Currency on our website is displayed in GBP (£).
18) Eligibility for travel
(a) It is the responsibility of the guest to ensure that they are in possession of all relevant documents for travel to Britain (United Kingdom). This includes a valid passport (all nationalities) and valid travel visas where required (visas are not usually required for people travelling from within the EU, the USA, Canada and Australia). Please check this with your relevant authorities.
(b) Please note that application for a new passport or renewal of an existing passport can take several weeks and is subject to local passport office processes. Please ensure any such applications are made accurately and in plenty of time prior to travel to prevent delay of issue. Northern Secrets Ltd are unable to refund cancellations due to delayed issue of travel documents such as passports.
(c) Your passport should be valid for a period of at least 6 months after the anticipated end of travel.
(a) We make every effort to ensure that your package runs smoothly but if you do have a problem during your trip, please inform the relevant supplier (e.g. your hotelier) and/or Northern Secrets Ltd immediately who will endeavour to put things right. Where issues cannot be resolved directly with the supplier please contact Northern Secrets Ltd who can investigate further and seek to resolve the issue.
(b) Northern Secrets Ltd will always seek to resolve any problem immediately to ensure continued enjoyment and customer satisfaction with your vacation.
(c) Should you have cause to complain after your vacation please do so in writing (via email or traditional mail) no later than 14 days after the end of your vacation. All complaints will be handled and responded to in full within 28 days.
20) Applicable Law
(a) All client contracts with Northern Secrets Ltd are subject exclusively to, governed by and construed in accordance with the laws of England and Wales and are subject to the exclusive jurisdiction of the British courts.
21) Registered address and contact details
(a) Northern Secrets Ltd is a Private Limited Company Registered in England and Wales with Company Number 7211552.
(b) We can be contacted at our offices in the UK at the following address: Northern Secrets Ltd, Clavering House, Clavering Place, Newcastle upon Tyne, NE1 3NG, United Kingdom. Visitors by appointment only.
(c) Our web address for any further information and a copy of these terms: www.northernsecrets.co.uk