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 hire, 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).

2) Your quotation

(a) A Northern Secrets Ltd Quotation/Proposal/Angebot outlines a package proposal. Unless otherwise stated, none of the reservations within your package are holding at quotation/proposal/Angebot stage and are subject to availability up until the point of confirmation. Quotation/Proposal/Angebot can come in form of email or document (e.g. pdf).

(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 provides quotations / rates in GBP (£). Quotations can be provided (converted into) in EUR (€) or USD ($) currencies on request. Currency fluctuations and exchange rates may change the quotation when converted into EUR (€) or USD ($) currencies. Northern Secrets Ltd absorb the first 2% of any currency fluctuation on the day that payments are due. Thereafter, Northern Secrets may add a surcharge of up to 5% for any currency exchange fluctioations when guests are paying in EUR (€) or USD ($) currencies.

(d) Unless otherwise stated in the quotation/proposal/Angebot, 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/Angebot, Northern Secrets Ltd requires you to either submit our online confirmation form if booking direct or written statement of acceptance of the quotation/proposal/Angebot and then to supply us with your payment details (by telephone, via the secure payment link or make payment via bank transfer / credit card into our business account) or we will supply you with an invoice for bank transfer payment. On receipt of booking confirmation (Buchungsbestätigung) by email, if no cancellation request is made within 7 days, the booking is deemed fully confirmed and deposit payment or payment in full (unless otherwise agreed) is required.

(b) Once Northern Secrets Ltd has received the submitted booking confirmation form or has written confirmation (Buchungsbestätigung) 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 10%, 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 10%, 20% or 30% deposit (depending 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. We occasionally, and only if requested and accepted, in writing, prior booking, accept payments in US Dollars (USD $) or Euro (EUR €).

(h) For bookings made to our B2B partners (e.g. coach operators) national or international, we will send out a confirmation (Buchungsbestätigung or Bestätigung), which, after receipt by the client by email, if no cancellation request is made within 7 days, will become and be deemed fully confirmed with the terms mentioned in that email in conjunction with the terms on Northern Secrets' website.

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.

(c) The booking form requires a signature. If you are unable to print, sign and scan, we will, under some circumstances, accept an electronic signature in conjunction with an email confirmation.

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 specifically within your package arrangement

(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.

(e) For individual day tour bookings, external to a wider trip package arrangement, please refer below to our "NORTHERN SECRETS LTD DAY TOUR TERMS AND CONDITIONS INCL. CANCELLATION POLICY".

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.

(b) Cancellation charges are as below in section 10.

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
Timberbush Tours 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. Please remember that you can protect yourself against cancellation fees by purchasing suitable travel insurance:

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 of total charge
Cancellation between 4 and 2 weeks (14 days) prior to travel: 70% cancellation fee of total charge
Cancellation between 14 and 8 days prior departure: 90% cancellation fee of total charge
Cancellation of 7 days or less prior departure: 100% cancellation fee of total charge

(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.

(d) 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. These have been waved during the COVID-19 pandemic period (up until 14 days prior travel commencement).

(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.

(e) Amendments made within the final 2 weeks prior travel will incur amendments fees (also during the COVID-19 pandemic period).

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 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.

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.

19) Complaints

(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) Additional Travel Terms Specific To Travel Trade / Group Travel (Trade) / Cruise Lines & Cruise Intermediaries

A group is specified as 18 or more paying guests in one party.

The group travel company, group tour operator or travel agent (hereinafter called the ‘Client’) commissioning Northern Secrets Ltd to carry out mutually agreed travel arrangements to be designated by the client, by placing such booking with Northern Secrets Ltd, thereby recognises and agrees the previous in conjunction with the following Travel Terms & Conditions.

The following terms within section 20 are specific to group tour operators booking for their clients (i.e. not direct travelling clients).

Accommodation and/or other arrangements of whatever nature are made by Northern Secrets Ltd on behalf of our client. At all times Northern Secrets Ltd acts as an agent and not as a principal.
Although Northern Secrets Ltd endeavours to inspect hotels where accommodation for our client(s) is arranged it might occur that in some cases accommodation is arranged in hotels not previously used by Northern Secrets Ltd. Northern Secrets Ltd shall not be liable for any claims arising from alleged inadequacy, lack of quality or any other failing in accommodation in any hotel arranged by it.
If for any reason, outside the control of Northern Secrets Ltd the arrangement cannot be carried out, all monies paid will be returned to our client, subject to a reasonable remuneration for the work done and costs incurred by Northern Secrets Ltd.

(a) Payments
Where a booking deposit is required, arrangements held by Northern Secrets Ltd will only be considered confirmed upon receipt of the deposit stated on the contract/offer. Non-receipt of the deposit by Northern Secrets Ltd does not release the client from its responsibilities listed below.

Generally, booking deposits are non-refundable, unless otherwise stated on the contract/offer/invoice. Other deposit payments are due as shown on the contract or invoice (German: "Reisebestätigung" or "Rechnung"). Failure to pay the deposit required by the date indicated, may result in the cancellation without further notice to the client.

Any balances should be settled within 14 working days of invoice receipt. Northern Secrets Ltd reserves the right to charge interest at the rate of 3% per month on any amounts which remain unpaid 28 days after the invoice date.

All payments to Northern Secrets Ltd must be bank transfer, whereby the client must pay any related bank charges. In exceptional circumstances, payments will be accepted by credit card subject to an approx. 2% handling charge respectively payable by the Client.

Payment terms are as follows. If a deposit is due, this will be requested at booking. Full payment is due 8 weeks prior tour departure date.

(b) Rates
The rates quoted are net and may be subject to change in the event of any price increases outside the control of Northern Secrets Ltd. We will notify you of any such increase as soon as we become aware of it.

Full Cancellation
a) Full cancellation may be made without cost at anytime prior to the cancellation deadline shown on the contract/offer/itinerary or in these Terms (if not specifically itemised in contract/offer/terms), although any booking deposits may be forfeited subject to the terms stated on each individual contract. Our full cancellation terms for travel trade (not direct clients as under section 10 of these terms) are detailed below.
b) If a cancellation is made after the specified date or time prior departure, Northern Secrets Ltd will endeavour to keep supplier charges to a minimum, although the client will in all cases, be responsible for any charges levied.
c) Not withstanding this, Northern Secrets Ltd reserve the right to levy a charge of up to 100% on any tour cancelled within 28 days of departure.
d) Full cancellation cost details: Cancellation more than 8 weeks (56 days) prior to travel: 100% refund (excluding non-refundable deposits if applicable); Cancellation between 8 weeks and travel date: 100% cancellation fee (0% refund)
Part Cancellation
a) A minimum of 90% of all rooms/passengers reported by the client to Northern Secrets Ltd as ‘sold’ 56 days prior to departure must then travel in order to avoid charges for part cancellation of the tour.
b) If only 50%-89% of the rooms/passengers advised as ‘sold’ 56 days prior to departure travel, then Northern Secrets reserves the right to charge 25% of the full tour value on those rooms/passengers cancelled since the 56 day update.
c) If less than 50% of the rooms/passengers advised as ‘sold’ 56 days prior to departure, then full cancellation charges apply.
d) In the event of individual room/passenger cancellations being made withing 56 days prior to departure, Northern Secrets Ltd reserves the right to retain any deposits held (unless otherwise stated to the client).
e) In the event of individual room/passenger cancellations being made 0-28 days prior to tour departure, Northern Secrets Ltd reserves the right to charge up to 100% of the full tour value on those rooms/passengers cancelling.

(d) Northern Secrets Ltd reserves the right to terminate the agreement at any time, without prejudice to any other right it may have, in the event that the client fails to comply with the terms of this agreement.

(e) Failure by Northern Secrets Ltd to enforce at any time any of the provisions of this agreement shall not be construed as a waiver of its rights nor affect the validity of the agreement nor prejudice Northern Secrets Ltd as regards subsequent action.

(f) If group numbers, by cancellation of individual guests within, do not reach the minumum required numbers (i.e. below 18 guests), Northern Secrets Ltd reserves the right to add additional cancellation charges for such cancellations.

(g) Bookings made by cruise lines or their intermediaries for coach & tour guide bookings / ground handling are subject to the following cancellation terms:

Cancellation more than 8 weeks (56 days) prior to travel: 20% of total charge
Cancellation between 8 and 4 weeks prior to travel: 50% of total charge
Cancellation between 4 and 2 weeks (14 days) prior to travel: 70% of total charge
Cancellation between 14 and 8 days prior departure: 90% of total charge
Cancellation of 7 days or less prior departure: 100% of total charge

22) 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.

23) 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.

Please ensure you read the following policies and information regarding your day tour and/or cruise tour excursion with Northern Secrets Ltd.

1) Who is your specific day tour booked with

Your day tour is conducted & booked via Northern Secrets Ltd or one of our hand-picked partners (see below). Other terms & conditions apply for specific operators (see below). For further details of the operator conducting your specific day tour, please check the relevant terms & conditions on their respected websites. Your tour is booked by and with Northern Secrets Ltd, unless we notify you, at booking, that you are booked via and with one of our trusted partners below:

Experience North Ltd (Newcastle Tour Company / Liverpool Tour Company)
Brit Music Tours Ltd (Fab 4 Taxi Tours)

2) Booking & Payment

(a) Payment is required to guarantee all reservations.

(b) Tours reserved on this website will be charged immediately to the credit card number provided by you, the client or, alternatively, we will send you a invoice with secure payment link to confirm your tour booking. A payment confirmation will be sent via email or, alternatively, we will confirm that your tour is booked via email.

(c) Guests should refer to their confirmation email regarding pickup location and tour departure time. If you have not received your pickup location and departure time by the day before the tour, or if there are any questions please call +44 (0)7813 787 009.

3) Departure location(s) & duration

(a) It is your responsibility to ensure you are at the departure location at the correct time as stated on the confirmation email. (We ask that you be ready 10 minutes before the tour departure time.)

(b) Duration of the tour hours is approximate.

4) Photos of you

We may take your picture(s). This photo(s) may be used for our promotional needs including, but not limited to, appearing on our website and other social media such as Facebook. You agree to no compensation for the use of your photo(s).

5) Cancellation

(a) Things happen. Plans change. We will help you reschedule your tour so you can focus on all the good to come, not on feeling let down. You may reschedule or cancel per email and in writing to [email protected] (please also check our cancellation policy below as well as the respected tour operators for their cancellation policies and send your cancellation email to the email printed on your tour confirmation or ticket).

(b) If you have to cancel you will receive a 100% refund if the cancellation is made at least 24 hours before the scheduled tour departure time (some tours require 48 hours, 72 hours or a specified cancellation notice given to you during the booking process (in writing) - please refer to each individual tour at booking). Please see (f) for general cancellation terms for specific tours we provide.

(c) Cancellations made within 24 hours before a scheduled tour time will incur a 100% fee (some tours require 48 hours, 72 hours or a specified cancellation notice given to you during the booking process (in writing) - please refer to each individual tour at booking).

(d) There are no refunds given for no-shows.

(e) In the event that you must cancel your reservation, you may transfer your reservation to a friend or relative but please inform us of the change at least 24 hours before your tour is scheduled to begin.

(f) General cancellation period windows for specific tours:

Walking Tours where no additional suppliers are included (e.g. food or drink providers): 100% refund 24 hours prior to tour commencement | No refund within 24 hours
Pub & Food Tours: 100% refund 72 hours prior to tour commencement | No refund within 72 hours
Any Tours With Vehicle Provision (Driver Guided / Chauffeured Tours): 100% refund 72 hours prior to tour commencement | No refund within 72 hours
Dark Skies Tours: 100% refund within 5 days | No refund 4 days or less prior to tour commencement
Custom Tours / Create Your Own Tour: 10% non-refundable | 50% refund 2 weeks prior to tour commencement | No refund within 2 weeks of tour commencement | Tour rearrangement possible up to 7 days prior tour commencement

6) Applicable law

7) Registered address and contact details

(a) Northern Secrets Ltd is a Private Limited Company Registered in England and Wales with Company Number 7211552.

TERMS AND CONDITIONS

NORTHERN SECRETS LTD TRAVEL TERMS AND CONDITIONS

NORTHERN SECRETS LTD DAY TOUR TERMS AND CONDITIONS INCL. CANCELLATION POLICY

OUR PARTNERS & MEMBERSHIPS