BOOKING PROCEDURE, AMENDMENTS AND CANCELLATIONS
Submission of your Registration Form implies acceptance of the terms and conditions described herein. This information as well as your itinerary description regarding dates, inclusions and prices, form the basis of your individual contract with The Culture Concierge.
Unless otherwise stated all experiences are carried out at a date of mutual convenience between The Culture Concierge and the guest. Once a date and venue has been arranged, and payment has been received, clients will receive an email with final confirmation and arrangements for the experience.
All activities provided by The Culture Concierge require immediate payment in full at the time of booking, unless the experience is booked more than 8 weeks in advance.
Any amendment by the client to an experience or itinerary after receipt of your Registration Form will incur a £50 per person, per activity administration fee.
The Culture Concierge reserves the right to substitute venues, guides and experts in response to changes in availability and local events or weather conditions, provided such substitutions do not adversely affect the overall quality of the experience. Such substitutions do not constitute grounds for withdrawal with full refund.
Postponement by the client to a later date is considered on a case-by-case basis and at the discretion of The Culture Concierge.
In the unlikely event of a guide or venue emergency, The Culture Concierge reserves the right to postpone any experience due to industrial action, ill health or any other unforeseen occurrence. The Culture Concierge will make every best effort to information client ahead of time and to rearrange or refund accordingly.
Cancellation by the client within 8 weeks of the commencement of any booked experience will result in the forfeit of payment, at the discretion of The Culture Concierge. All cancellations must be received in writing.
The Culture Concierge cannot be held responsible for any expenses incurred by clients due to a postponement or cancellation. We recommend that all clients have suitable travel insurance.
For excursions or visits which include the services of subcontractors including hotels, coaches, minibuses, cars, theatres, language services and the like, cancellations or complaints received by The Culture Concierge shall, for that part which is represented by such subcontractors be additionally subject to their individual cancellation policies and hence any payments that The Culture Concierge is obliged to make to a subcontractor as a result of such cancellation is not refundable.
Where The Culture Concierge provide meeting services at airports, seaports or railway stations and the arrival is substantially delayed and any tours cannot take place, the full cancellation fees will apply and services will be rebooked if available.
By submitting a Registration Form, the client certifies that he or she is mentally and physically capable of full participation in the activities described in the itinerary.
Registration and payment waive and release The Culture Concierge, their affiliates, directors, officers, employees including any person or entity employed or utilised by them, from all claims arising from any injury, loss, damage, accident, delay or expense resulting from events beyond their control, including, without limitation: natural disasters, war, strikes, incidents of politically-motivated violence, sickness or quarantine, government restrictions of regulations, and in the absence of its own gross negligence, arising from the use of any vehicle or from any act of omission by any bus or car rental agency, airline, taxi or tour service, hotel, restaurant, or other firm, agency, company or individual.
METHODS OF PAYMENT
Unless otherwise stated, all prices exclude VAT at the prevailing UK rate.
All payments must be in British Pounds Sterling.
Payment by bank transfer may be subject to an additional bank handling charge.
We accept payments by Paypal or bank transfer.
Where stipulated, dress codes must be adhered to. Failure to do so may result in guests being unable to attend or participate in certain activities and visits and in such cases no refund will be offered.
Guests are expected to behave in a considerate and respectful way to other guests, guides and hosts throughout their experience.
Any costs incurred through damage or breakage to any venues, properties, belongings or equipment owned or sourced by The Culture Concierge or affiliated companies will be covered by the responsible party.
We ask all guests to arrive for the time stipulated on the welcome information, unless agreed otherwise. No refund will be offered to guests who fail to show after 40 minutes without telephoning, emailing or texting to alert the office or hosts as to their lateness.
PHOTOGRAPHY AND FILMING
Guests are required to ask permission to take photographs prior to doing so as some venues do not allow photography. If permission has been granted, then it is understood that the footage/audio/photographs are used for personal use only and will not be used for commercial gain or appear on any media or social media. Video or audio recording by guests of any activity or visit is not allowed without express written permission from The Culture Concierge.
Occasionally, The Culture Concierge will have need to film or photograph programme activities for internal or external marketing purposes. Clients who do not wish to be captured must alert The Culture Concierge in writing no less than five working days before the course commencement date. The Culture Concierge will inform clients of any planned filming or photography by a party other than The Culture Concierge in writing.
The Culture Concierge is not a travel agent or tour operator. We offer individual experiences, short itineraries and occasional linked travel arrangements; our longer residential programmes are offered in conjunction with officially regulated tour operators and travel agents.
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