Terms & Conditions

1. About These Terms

These Terms & Conditions explain the agreement between you and Northern Secrets Ltd when you ask us to design, arrange or provide travel services for you.

They describe how bookings are made, how we will work with you before and during your journey, and the rights and responsibilities of both you and Northern Secrets Ltd.

Our aim is to provide a highly personal and professional service while being clear and transparent about what you can expect from us and what we ask of you in return.

These Terms & Conditions apply to all bookings made directly with Northern Secrets Ltd unless we advise you otherwise in writing before your booking is confirmed.

By confirming a booking with us, you acknowledge that you have read and accepted these Terms & Conditions. Together with your confirmed itinerary, quotation (where applicable) and any other documents that we expressly identify as forming part of your booking, they create the contract between you and Northern Secrets Ltd.

Nothing in these Terms & Conditions affects your statutory rights under the laws of England and Wales.

2. Definitions

In these Terms & Conditions, the following words and expressions have the meanings set out below:

Booking means your confirmed travel arrangements with Northern Secrets Ltd.

Contract means the legally binding agreement between you and Northern Secrets Ltd, incorporating these Terms & Conditions together with the documents expressly forming part of your booking.

Journey means the travel itinerary, arrangements and services confirmed as part of your Booking.

Lead Traveller means the person making the Booking on behalf of themselves and any other travellers included within the same Booking. The Lead Traveller confirms that they have the authority to accept these Terms & Conditions on behalf of everyone named in the Booking.

Services means the travel planning, itinerary design, accommodation, transport, experiences, guiding, concierge services and any other travel-related services arranged or provided by Northern Secrets Ltd as part of your Booking.

Supplier means any independent third party providing goods or services forming part of your Booking, including accommodation providers, transport operators, attractions, guides, restaurants and activity providers.

Traveller means every individual travelling under the Booking.

We, Us and Our mean Northern Secrets Ltd.

You and Your mean the Lead Traveller and, where the context requires, every Traveller included within the Booking.

3. Our Services

Northern Secrets Ltd specialises in designing and arranging bespoke travel experiences throughout England, Scotland and Wales. Every journey is tailored to the individual interests, preferences and requirements of our clients, and no two itineraries are necessarily the same.

Our Services may include itinerary design, accommodation, transport, private driver-guided touring, self-drive holidays, sightseeing experiences, attraction tickets, restaurant recommendations, concierge assistance and other travel-related arrangements. The specific Services included in your Booking will always be confirmed in your final itinerary and Booking Confirmation.

Many of the Services we arrange are provided by carefully selected independent Suppliers. We work closely with trusted accommodation providers, transport companies, attractions, guides and other specialist partners to deliver your Journey. Where Services are provided by independent Suppliers, they remain responsible for delivering those Services in accordance with their own legal obligations and professional standards.

As part of our bespoke planning service, we may also provide recommendations for places to visit, restaurants, events and experiences that you choose to arrange independently. Unless we have expressly confirmed that we have made a reservation or booking on your behalf, these recommendations are provided for information only and do not form part of your Booking.

Our aim is to combine expert local knowledge with careful planning and personal service to create a Journey that reflects your individual interests while providing the reassurance of professional support before and during your travels.

4. Quotations & Proposals

Every quotation or travel proposal prepared by Northern Secrets Ltd is individually created to reflect your interests, travel dates, preferences and budget. Unless we confirm otherwise in writing, quotations are provided without any commitment from either party and do not constitute a confirmed Booking.

As many of the accommodation providers, transport operators and experiences included within our proposals have limited availability, all arrangements remain subject to confirmation at the time you decide to proceed. Availability may change without notice until your Booking has been confirmed.

Unless otherwise stated, our quotations are valid for 14 days from the date of issue. After this period, we may revise prices to reflect changes in supplier costs, taxes, exchange rates or the availability of alternative arrangements.

Where a quotation is provided in a currency other than Pounds Sterling (GBP), the price is based upon the prevailing exchange rate at the time the quotation is prepared. If exchange rates change significantly before your Booking is confirmed, we may revise the quoted price accordingly. We will always explain any such adjustment before asking you to confirm your Booking.

During the planning process, we are pleased to refine your itinerary, discuss alternative options and make reasonable amendments to help create the Journey that best meets your requirements. A Booking is only formed once we have confirmed your arrangements in accordance with these Terms & Conditions.

5. Designing Your Journey

Every Journey we create is individually designed around your interests, travel style, budget and preferences. Our planning process is collaborative, and we encourage you to discuss your ideas with us so that we can refine your itinerary before your Booking is confirmed.

During the planning stage, we are pleased to make reasonable amendments to your proposed itinerary, suggest alternative options and recommend experiences that we believe will enhance your Journey. As your plans develop, we will work with you to create an itinerary that reflects your individual requirements while remaining practical and achievable.

Our quotations are prepared on the basis of the travel brief, information and preferences you provide. If your requirements change significantly—for example by substantially altering your travel dates, destinations, group size, duration or overall scope of travel—we may need to prepare a revised proposal or quotation.

Where particularly extensive additional planning, specialist research or substantial redesign is requested before a Booking is confirmed, we will always discuss this with you in advance. Where appropriate, we may agree a separate planning or consultation fee before undertaking that work.

Once your Booking has been confirmed, any requested changes will be dealt with in accordance with the “Changes Requested by You” section of these Terms & Conditions.

6. Confirming Your Booking

If you decide to proceed with your proposed Journey, we will ask you to complete our Booking Form or otherwise confirm your acceptance in writing where we have agreed an alternative booking process.

Your completed Booking Form (or other written acceptance) confirms that you wish to proceed with the proposed Journey and that you accept these Terms & Conditions.

Once we receive your Booking Form (or other written acceptance), we will begin securing the Services included within your proposed Journey. Where any element is unexpectedly unavailable, we will discuss suitable alternatives with you before confirming your Booking.

A legally binding Contract between you and Northern Secrets Ltd is formed only when:

• we have accepted your Booking;
• we have received the required deposit or other agreed payment; and
• we have issued a written Booking Confirmation.

Until that point, all proposed arrangements remain subject to availability.

Your Booking Confirmation will summarise the principal arrangements included within your Journey. Together with these Terms & Conditions and any documents expressly identified within the Booking Confirmation as forming part of the Contract, it forms the agreement between you and Northern Secrets Ltd.

Following confirmation of your Booking, we may ask you to complete a Passenger Information Form or provide additional information reasonably required to finalise your travel arrangements. This may include passport details, travel information, emergency contact details, dietary requirements, medical or accessibility information, rooming preferences and any other information necessary to arrange your Journey.

You are responsible for ensuring that all information you provide is complete and accurate. Northern Secrets Ltd will not be responsible for any costs, delays or disruption arising from incorrect, incomplete or late information provided by you.

If your Booking is made within the period when full payment is required, your Booking will be confirmed once payment in full has been received and the Booking Confirmation has been issued, unless we have expressly agreed alternative payment arrangements in writing.

7. Prices & Payments

All prices are quoted in Pounds Sterling (GBP) unless we have expressly agreed otherwise in writing.

The price of your Journey, together with the amount of any required deposit, balance payment dates and any agreed payment schedule, will be confirmed in your quotation and subsequently in your Booking Confirmation.

A deposit is normally required to confirm your Booking. The amount of the deposit will vary depending on the nature of your Journey, the Services included and the payment requirements of our Suppliers. Where your Booking is made close to the departure date, or where Suppliers require immediate payment, we may require payment in full at the time of booking.

Unless otherwise agreed in writing, the balance of your Booking is payable no later than eight (8) weeks before your scheduled departure date.

You are responsible for ensuring that all payments are received by the due dates stated in your Booking Confirmation. While we may send payment reminders as a courtesy, responsibility for making payment remains with you.

If payment is not received by the due date, we may contact you before taking further action. If payment remains outstanding, we reserve the right to treat your Booking as cancelled by you, in which case the cancellation charges set out in these Terms & Conditions may apply.

Before your Booking is confirmed, prices may change to reflect changes in supplier costs, taxes, exchange rates or the availability of Services. Once your Booking has been confirmed, the price stated in your Booking Confirmation is fixed and will not be increased by Northern Secrets Ltd.

Where we have agreed to accept payment in a currency other than Pounds Sterling (GBP), the amount payable will be calculated using the exchange rate or pricing method advised to you before your Booking is confirmed.

If a pricing error is identified before your Booking is confirmed, we will advise you as soon as reasonably possible and give you the opportunity to accept the corrected price or decline to proceed without penalty.

8. Travel Documents

Once your Booking has been confirmed and all required payments have been received, we will provide the travel documents necessary for your Journey. These may include your final itinerary, accommodation details, travel vouchers, tickets, supplier confirmations, emergency contact information and other relevant travel information, depending on the Services included within your Booking.

Travel documents will normally be provided electronically using the email address you have supplied, unless we have agreed an alternative method with you. Some documents or tickets may be issued directly by our Suppliers.

We aim to provide your final travel documentation in good time before your departure. The timing will depend upon the nature of your Journey and the arrangements included within your Booking. Some Supplier documentation may only become available shortly before travel.

Upon receiving your travel documents, you should check them carefully to ensure that all names, dates, destinations and other important details are correct. If you believe that any information is inaccurate or incomplete, you should notify us as soon as reasonably practicable so that we can investigate and, where appropriate, arrange any necessary corrections.

Northern Secrets Ltd cannot accept responsibility for costs or disruption arising from errors that are not reported to us within a reasonable time before travel where you had a reasonable opportunity to identify those errors from the travel documents provided.

Your travel documents are intended solely for your personal use in connection with your Booking and should be kept securely throughout your Journey.

Your final itinerary may also include practical travel information, local recommendations and other guidance prepared by Northern Secrets Ltd to help you make the most of your Journey.

9. Passports, Visas & Entry Requirements

It is your responsibility to ensure that every Traveller holds a valid passport and any visas, electronic travel authorisations, permits or other travel documentation required for your Journey.

Entry, immigration and transit requirements vary depending on nationality, residence, destination and the countries through which you travel. These requirements may change at short notice.

Where reasonably requested, Northern Secrets Ltd may provide general guidance regarding travel documentation or entry requirements. Any such guidance is provided in good faith and should not be relied upon as legal or immigration advice. You should always check the latest requirements with the relevant embassy, consulate or official government authority before travelling.

You are responsible for ensuring that all passports, visas, electronic travel authorisations and other travel documents remain valid for the duration of your Journey and comply with the requirements of every country you intend to visit or transit through.

Northern Secrets Ltd cannot accept responsibility for any costs, losses, delays, refused entry, denied boarding or other consequences arising from incomplete, inaccurate or invalid travel documentation or from a Traveller’s failure to comply with applicable immigration or entry requirements.

If a Traveller is unable to travel because the necessary documentation has not been obtained or is not valid, this will be treated as a cancellation by you and the cancellation provisions contained within these Terms & Conditions will apply.

10. Travel Insurance

Because of the nature and value of our bespoke journeys, Northern Secrets Ltd expects every Traveller to arrange comprehensive travel insurance before travelling. While we do not routinely ask for evidence of insurance, you remain responsible for ensuring that appropriate cover is in place.

We recommend that your insurance is arranged as soon as reasonably practicable after your Booking has been confirmed and that it provides appropriate cover for your individual circumstances and the arrangements included within your Booking.

Depending on the nature of your Journey, your policy should normally include cover for cancellation, curtailment, emergency medical expenses, personal belongings, travel disruption, missed departures and personal liability. You should also consider whether additional cover is appropriate for activities, vehicle hire, pre-existing medical conditions or supplier insolvency, where available.

Northern Secrets Ltd does not provide travel insurance and is not authorised to advise on the suitability of individual insurance policies. It is your responsibility to ensure that your insurance meets your own requirements and provides appropriate protection for your Journey.

Where a loss, cancellation, delay or additional expense is covered by your travel insurance, any claim should be made directly to your insurer in accordance with the terms of your policy.

11. Health, Medical Conditions & Accessibility

Northern Secrets Ltd is committed to creating journeys that are enjoyable, comfortable and as accessible as reasonably possible. Because every Journey is individually designed, we encourage you to discuss any health, medical or accessibility requirements with us as early as possible during the planning process.

This may include, for example, mobility requirements, the use of mobility aids, medical conditions, allergies, dietary requirements, sensory requirements, neurodiverse needs or any other circumstances that may affect your travel arrangements or require reasonable adjustments.

Where we are made aware of your requirements in sufficient time, we will make reasonable efforts to design your Journey accordingly and to communicate relevant information to our Suppliers where necessary to deliver the Services included within your Booking.

Some accommodation providers, attractions, transport operators and other Suppliers may have physical, operational or legal limitations that cannot reasonably be overcome. Where this is the case, we will discuss the available options with you and, wherever reasonably possible, suggest suitable alternatives.

You are responsible for ensuring that the information you provide to us is complete, accurate and kept up to date. If your circumstances change after your Booking has been confirmed, you should let us know as soon as reasonably practicable so that we can consider whether any adjustments can be made.

While Northern Secrets Ltd will always endeavour to assist, we cannot guarantee that every Supplier or location will be able to accommodate every individual requirement.

12. Accommodation, Transport & Third-Party Suppliers

Northern Secrets Ltd works with a carefully selected network of accommodation providers, transport operators, attractions, guides, restaurants and other specialist Suppliers to deliver the Services included within your Journey.

Where Services are provided by an independent Supplier, that Supplier remains responsible for providing those Services in accordance with its own contractual obligations, operating procedures and applicable legal requirements. Northern Secrets Ltd remains responsible for arranging and coordinating the Services that form part of your Booking and for exercising reasonable care in selecting the Suppliers with whom we work.

Accommodation, transport schedules, opening hours and other operational arrangements may occasionally change before or during your Journey for reasons beyond our reasonable control. Where this happens, we will use reasonable endeavours to minimise any disruption and, where appropriate, arrange suitable alternative Services of a comparable standard.

Where a Supplier is unable to provide a particular Service as confirmed, we may substitute an alternative Supplier or arrangement of a similar standard where this is reasonably necessary to enable your Journey to proceed. Wherever reasonably practicable, we will discuss any significant changes with you before they are implemented.

Any accommodation descriptions, photographs, ratings or other information provided before your Booking are intended to give a fair representation of the Services offered but may change from time to time. Individual Suppliers remain responsible for the facilities and services they provide.

If you experience any difficulty with a Supplier during your Journey, we encourage you to raise the matter with both the Supplier and Northern Secrets Ltd as soon as reasonably practicable so that we have the opportunity to assist in resolving the issue.

13. Driver-Guides & Tour Delivery

Where your Journey includes the services of a private driver-guide, tour guide or tour leader, they play an important role in delivering your travel experience. Their local knowledge, professional judgement and experience help ensure that your Journey is enjoyable, safe and responsive to local conditions.

Your itinerary has been carefully designed before your departure. However, minor adjustments may occasionally be necessary or desirable during your Journey. Your guide may, where reasonably appropriate, vary the order of visits, adjust timings, recommend alternative routes, extend or shorten individual stops or make other reasonable operational decisions in response to factors such as weather, traffic, local events, opening hours, safety considerations or your own interests and preferences.

Any such adjustments will always be made with the aim of maintaining or enhancing the overall quality of your Journey rather than materially changing its character.

Where circumstances beyond our reasonable control make it necessary, Northern Secrets Ltd reserves the right to substitute a driver-guide or tour guide with another suitably qualified and experienced individual. Any such substitution will not, of itself, constitute a significant change to your Booking.

We ask all Travellers to treat their guide and any other members of our team with courtesy and respect throughout the Journey. Our guides are committed to providing a professional, friendly and enjoyable experience, and we expect that relationship to be mutual.

14. During Your Journey

We want every Journey arranged by Northern Secrets Ltd to be enjoyable, safe and rewarding for everyone involved. We therefore ask all Travellers to treat our guides, drivers, Suppliers, local communities and fellow travellers with courtesy, respect and consideration throughout their Journey.

During your Journey, you are responsible for complying with all applicable laws and regulations, following reasonable safety instructions given by Northern Secrets Ltd, our guides or our Suppliers, and taking reasonable care of your personal belongings and any property entrusted to your use.

If you experience any problem during your Journey, we encourage you to tell both the relevant Supplier (where appropriate) and Northern Secrets Ltd as soon as reasonably practicable. This gives us the best opportunity to investigate the matter and, wherever reasonably possible, resolve it while you are still travelling.

If the behaviour of any Traveller is abusive, threatening, discriminatory, seriously disruptive, unsafe, illegal or likely to place themselves or others at risk, Northern Secrets Ltd or the relevant Supplier may require that Traveller to leave part or all of the Journey if this is reasonably necessary.

In these exceptional circumstances, Northern Secrets Ltd will not be responsible for any additional costs incurred by that Traveller, nor will any refund be payable for Services that cannot be provided as a result of their behaviour.

Where appropriate, any decision to withdraw Services will always be proportionate to the circumstances and made with the safety and wellbeing of everyone involved in mind.

15. Changes to Your Booking

We understand that plans sometimes change, and we will always do our best to accommodate reasonable requests to amend your Booking after it has been confirmed.

If you would like to make a change, please contact us as soon as reasonably practicable. The earlier we receive your request, the more likely it is that we will be able to assist.

All amendment requests are subject to availability and acceptance by the relevant Suppliers. Some changes may not be possible once arrangements have been confirmed, particularly where accommodation, transport, event tickets or other time-sensitive Services are involved.

Where a requested change results in additional costs, supplier charges or extra administrative work, we will explain these to you before proceeding. You will only be asked to pay reasonable additional costs that arise directly from the amendment.

If your requested changes substantially alter the nature, duration, destinations, group size or overall scope of your Journey, we may need to prepare a revised itinerary and quotation. In some circumstances, this may be treated as a new Booking rather than an amendment to the existing Contract. Where this is the case, we will discuss the available options with you before taking any further action.

Any amendment agreed after your Booking has been confirmed will become part of your Contract once confirmed by Northern Secrets Ltd in writing.

16. Cancellations by You

If you need to cancel your Booking, please let us know as soon as reasonably practicable. All cancellations must be confirmed in writing and will take effect on the date we receive your written notice.

Because every Journey is individually designed and many Services are secured specifically for your Booking, cancellation may result in costs being incurred by Northern Secrets Ltd and our Suppliers. The Cancellation Charges set out below are intended to reflect those costs, together with the work undertaken in designing, arranging and preparing your Journey.

Unless otherwise stated in your Booking Confirmation, the following Cancellation Charges will apply:

Where we are able to recover money from Suppliers or avoid costs that would otherwise have been incurred, we will always seek to pass those savings on to you where it is reasonable to do so.

Northern Secrets Ltd will never apply Cancellation Charges that exceed the total price of your Booking or the losses reasonably incurred as a result of your cancellation.

If only part of your Booking is cancelled, or one or more Travellers cancel while others continue to travel, we will recalculate your Booking where reasonably possible. Please note that this may affect accommodation occupancy, transport arrangements, Supplier pricing or other elements of the remaining Journey, which may result in additional costs.

We strongly recommend that any Cancellation Charges are claimed through your travel insurance where appropriate.

17. Changes Made by Us

Northern Secrets Ltd plans every Journey carefully and always aims to deliver the arrangements confirmed in your Booking. Occasionally, however, changes become necessary after a Booking has been confirmed.

Most changes are minor and may include, for example, adjustments to timings, the order of visits, alternative routes, substitute restaurants, accommodation of a comparable standard or the replacement of a guide or Supplier where reasonably necessary. Minor changes will not normally give rise to any entitlement to cancel your Booking or receive compensation, although we will notify you where it is reasonably practicable to do so.

Where a significant change becomes necessary before your departure, we will inform you as soon as reasonably practicable and explain the reasons for the change. Where reasonably possible, we will offer suitable alternative arrangements of a comparable standard.

If we are unable to provide arrangements that are reasonably comparable to those originally confirmed, or if the proposed change materially alters the nature of your Journey, you may choose to:

• accept the revised arrangements;
• accept an alternative Journey offered by Northern Secrets Ltd (where available); or
• cancel your Booking and receive a refund of any sums paid for Services that we are unable to provide.

Nothing in this section affects your statutory rights where applicable.

18. Cancellations by Us

Northern Secrets Ltd will only cancel a confirmed Booking where it becomes necessary to do so for operational, safety or other exceptional reasons. Wherever reasonably possible, we will first seek to preserve your Journey by making suitable alternative arrangements.

If we are unable to deliver your Journey substantially as confirmed, and no suitable alternative arrangements can reasonably be made, we may cancel your Booking. Where cancellation becomes unavoidable, Northern Secrets Ltd will always seek to minimise disruption and assist you in making alternative arrangements wherever reasonably possible.

Should this happen before your departure, we will notify you as soon as reasonably practicable and explain the reasons for the cancellation.

Where we cancel your Booking, you may choose to:

• accept suitable alternative arrangements offered by Northern Secrets Ltd (where available); or
• receive a refund of all monies paid to Northern Secrets Ltd for the Services that we are unable to provide.

Northern Secrets Ltd will not be responsible for any additional costs or losses that fall outside the Services forming part of your Booking, such as independently arranged flights, accommodation or other travel arrangements, unless we are legally required to do so.

Nothing in this section limits or excludes any statutory rights that you may have under applicable law.

This section does not apply where the cancellation results solely from Events Beyond Our Control, which are dealt with separately in Section 20.

19. Travel Disruption

Travel arrangements may occasionally be affected by circumstances that arise during your Journey and could not reasonably have been anticipated when your Booking was confirmed. These may include transport delays, road closures, temporary attraction closures, operational issues affecting Suppliers or other unforeseen travel disruption.

We ask Travellers to notify Northern Secrets Ltd as soon as reasonably practicable if disruption affects their Journey, so that we have the best opportunity to provide assistance where it is reasonably available.

Where disruption occurs, Northern Secrets Ltd will use reasonable endeavours to minimise its impact and, wherever reasonably possible, help you continue your Journey with the least practical inconvenience.

Depending on the circumstances, this may include adjusting your itinerary, altering the order of visits, arranging alternative transport or accommodation, recommending suitable alternatives or making other reasonable operational changes.

Not every delay, disruption or alteration will give rise to a right to cancel, receive compensation or obtain a refund. Each situation will depend upon its individual circumstances, the extent to which the affected Services can still be delivered and any rights you may have under applicable law.

Where additional costs arise as a result of disruption, responsibility for those costs will depend upon the circumstances giving rise to the disruption, the terms of the relevant Supplier and any applicable travel insurance.

Where appropriate, Northern Secrets Ltd will assist you in obtaining information or documentation that may support a claim under your travel insurance policy.

20. Events Beyond Our Control

Occasionally, circumstances arise that are beyond the reasonable control of both Northern Secrets Ltd and our Travellers. These may prevent us from delivering part or all of your Journey despite careful planning and reasonable efforts.

Examples may include, but are not limited to, severe weather, natural disasters, fire, flooding, epidemics, pandemics, acts of terrorism, civil unrest, government action, border restrictions, industrial action affecting essential services, major transport disruption or other exceptional events beyond the reasonable control of either party.

Where an Event Beyond Our Control affects your Booking, Northern Secrets Ltd will keep you informed, consider the available options and use reasonable endeavours to minimise disruption wherever reasonably possible.

Depending on the circumstances, this may include changing the order of your itinerary, arranging suitable alternative Services, postponing part of the Journey or, where no reasonable alternative exists, cancelling the affected arrangements.

Neither you nor Northern Secrets Ltd will be considered to be in breach of these Terms & Conditions where performance of the Contract is prevented or materially affected solely by an Event Beyond Our Control.

Where refunds, credits or alternative arrangements are available from our Suppliers, we will always seek to obtain those benefits for you where it is reasonable and practicable to do so. Any refunds will be limited to the amounts actually recovered from the relevant Supplier where the Event Beyond Our Control has prevented the Supplier from providing the affected Services.

Nothing in this section affects any statutory rights you may have under applicable law.

21. Liability

Northern Secrets Ltd will exercise reasonable skill and care in designing, arranging and delivering the Services that form part of your Booking.

We are responsible for the proper performance of the Services that we have agreed to provide under the Contract. Where Services are delivered by independent Suppliers, those Suppliers remain responsible for providing their own services in accordance with applicable law and their contractual obligations. Nothing in this section is intended to reduce any responsibility that Northern Secrets Ltd may have under applicable law for the performance of the Package or other Services forming part of your Booking.

Northern Secrets Ltd will not be responsible for loss, damage, delay or additional expense arising from:

• information that is inaccurate, incomplete or supplied late by you;
• your failure to comply with these Terms & Conditions or reasonable instructions given during your Journey;
• Events Beyond Our Control;
• matters arising solely from the acts or omissions of third parties who are unconnected with the Services forming part of your Booking; or
• circumstances that could not reasonably have been foreseen or avoided despite exercising reasonable care.

Nothing in these Terms & Conditions limits or excludes our liability for:

• death or personal injury caused by our negligence;
• fraud or fraudulent misrepresentation;
• any liability that cannot lawfully be limited or excluded under applicable law.

Where the law permits us to limit liability, our liability shall be limited to losses that are reasonably foreseeable as a direct consequence of our breach of contract or negligence. We will not be liable for indirect or consequential losses unless such liability cannot lawfully be excluded.

Nothing in this section affects your statutory rights.

22. Complaints & Resolving Issues

We are committed to providing a high standard of service and want every Journey to meet your expectations. If something does not go as planned, we encourage you to let us know as soon as reasonably practicable so that we have the opportunity to investigate the issue and, wherever reasonably possible, resolve it during your Journey.

Where appropriate, you should raise the matter with the relevant Supplier as well as with Northern Secrets Ltd, as many issues can be resolved quickly at the time they arise.

If the matter cannot be resolved while you are travelling, please contact Northern Secrets Ltd after your Journey with full details of your concerns and any supporting information. We ask that formal complaints are submitted within 28 days of the end of your Journey wherever reasonably possible.

We will acknowledge your complaint promptly and investigate it fairly and objectively. We may need to obtain information from our Suppliers or other third parties before providing our full response, and we appreciate your patience while we complete those enquiries.

Our aim is always to resolve concerns fairly, promptly and in a manner that reflects the high standards of service we seek to provide.

23. Data Protection & Privacy

Northern Secrets Ltd is committed to protecting your privacy and handling your personal information responsibly.

We will collect, use, store and share your personal information only where this is necessary to design, arrange, administer and deliver your Journey, to comply with our legal obligations, or where we otherwise have a lawful basis to do so.

In order to provide the Services included within your Booking, we may share relevant personal information with carefully selected Suppliers and other trusted third parties where this is necessary for the performance of your Contract. We will only share information that is reasonably required for those purposes.

Northern Secrets Ltd may also use technology, including AI-assisted tools, to support internal activities such as itinerary planning, route optimisation, document preparation, administrative processes and research. These tools are used to assist our team and do not replace human oversight. All significant client-facing decisions, recommendations and communications remain subject to appropriate human review.

Further information about how we collect, use, retain and protect your personal information, together with details of your privacy rights, is available in our Privacy Notice, which forms part of our relationship with you and is available on our website.

24. Intellectual Property

Unless otherwise stated, all itineraries, travel proposals, route designs, maps, written content, photographs, graphics, research, recommendations and other materials prepared or supplied by Northern Secrets Ltd remain our intellectual property and are protected by applicable intellectual property laws.

Once your Booking has been confirmed, we grant you a personal, non-exclusive licence to use the materials we provide solely for the purpose of planning, undertaking and enjoying your Journey.

You may download, print and retain copies of your itinerary and travel documents for your own personal use. However, you may not reproduce, publish, distribute, adapt or use those materials for commercial purposes without our prior written permission.

Nothing in this section prevents you from sharing your travel experiences, photographs or memories of your Journey, provided that doing so does not infringe the intellectual property rights of Northern Secrets Ltd or any third party.

Any intellectual property belonging to our Suppliers or other third parties remains the property of its respective owner.

25. Electronic Communications & Digital Services

Northern Secrets Ltd routinely communicates with clients using electronic methods throughout the planning, booking and delivery of their Journey. This may include email, secure online systems, electronic booking forms, digital travel documents, electronic signatures, video consultations and other appropriate forms of electronic communication.

Unless we agree otherwise, communications and documents sent electronically will satisfy any requirement for information to be provided in writing under these Terms & Conditions.

You are responsible for providing accurate contact details and for checking your email and other agreed communication methods regularly throughout the planning process and before your departure. Please let us know promptly if your contact details change.

Where electronic signatures or electronic acceptance are used during the booking process, they will have the same effect as handwritten signatures to the extent permitted by applicable law.

From time to time, Northern Secrets Ltd may introduce new technology or digital services to improve the planning and delivery of your Journey.

We may also make improvements to the way we deliver itineraries, travel information and other client documentation through digital services, provided that doing so does not materially reduce the level of service you can reasonably expect from us. Any such changes will be implemented in a manner that is consistent with these Terms & Conditions and our Privacy Notice.

26. Governing Law & Jurisdiction

These Terms & Conditions, together with the Contract between you and Northern Secrets Ltd, are governed by the laws of England and Wales.

Any dispute or claim arising out of or in connection with your Booking or these Terms & Conditions shall be subject to the jurisdiction of the courts of England and Wales, except where applicable consumer protection laws provide otherwise.

Nothing in this section affects any mandatory rights that you may have under applicable consumer protection legislation.

27. Company Information

Northern Secrets Ltd is a company registered in England and Wales.

Registered Company Number: 07211552

Registered Office: Northern Secrets Ltd, Clavering House, Clavering Place, Newcastle upon Tyne, NE1 3NG

Trading Address: Office 1.5, Royal Quay Business Centre, Coble Dene, North Shields, NE29 6DE 

Email: info @ northernsecrets.co.uk

Telephone: +44 191 500 95 71

Website: northernsecrets.co.uk

Throughout these Terms & Conditions, references to “Northern Secrets Ltd”, “we”, “us” and “our” refer to Northern Secrets Ltd, the company responsible for providing the Services described in your Booking Confirmation.