Booking terms and conditions

Your pre-contract information and Booking Confirmation identify which document applies to your booking. You should not have to classify the booking yourself.

Package booking terms and conditions

Published: 3 August 2026

Applicability: These terms apply only where this exact version is supplied to you before payment and identified in your Booking Confirmation. They do not change the terms of an existing booking.

These terms apply to bookings made with Timeless North Limited, company number SC860505, trading as Scottish Luxury Experience (“we”, “us” or “our”).

Our registered office is Suite 53, Bonnington Bond, 2 Anderson Place, Edinburgh, Scotland, EH6 5NP. You can contact us at contact@scottishluxuryexperience.com or on +44 131 381 2133.

These Package Booking Terms and Conditions apply only where the pre-contract information and Booking Confirmation identify your booking as a “Package” under the Package Travel and Linked Travel Arrangements Regulations 2018. We contract with you as the organiser and principal for that Package. Bookings which comprise only one type of travel service are governed by the separate non-Package terms supplied for that booking. Those separate terms also govern an arrangement covering less than 24 hours with no traveller overnight accommodation, because regulation 3(2)(a) excludes that arrangement from the Package Travel Regulations even if it includes more than one type of travel service.

1. Your contract

Your Package is the combination of travel services identified as contractual services in the pre-contract information and Booking Confirmation that we send to you.

A quotation or payment request is not a Booking Confirmation. A booking is made, and a contract between you and us is formed, when:

1. you have accepted the booking and supplied the information we reasonably require;

2. we have provided the applicable pre-contract information, these terms and your payment schedule; and

3. Stripe records the required deposit or full payment as successfully paid through the booking-specific payment link.

The date and time of that successful payment, as recorded by Stripe, is the booking and contract date and time. Without undue delay after the contract is formed, we will provide a copy or confirmation of the Package travel contract on a durable medium, in a form which allows you to store it and reproduce it unchanged. The Booking Confirmation will record that date and time, the contractual services, your payment schedule and payment received, the applicable terms version, the insolvency-protection information applicable to the booking, including the protection entity's name, geographical address and contact details, and the other contract information required by law. Please check it promptly and tell us about any error. A delay or failure in delivery of the Booking Confirmation does not move the contract date and time, but we remain responsible for providing the confirmation.

The person who makes the booking confirms that they are at least 18, have authority to accept these terms for everyone named on the booking, and will make sure that each traveller receives the relevant information.

2. Information forming part of the contract

Before payment, we will provide the Package-specific information required for your booking, the applicable standard Package-travel information, the version of these terms that will govern your booking and your payment schedule. We will provide that version in a form which allows you to store it and reproduce it unchanged. Your Booking Confirmation will identify the contractual services, the applicable terms version and any agreed special requirements.

Your contract comprises the Booking Confirmation, these terms and the Package-specific pre-contract information supplied to you. Information said or written by or on our behalf which you take into account when deciding to book may also form part of the contract where required by law.

Draft ideas, illustrative options and suggested timings clearly identified as provisional or not included do not form part of the contract. Any qualification or agreed change to information previously supplied will be identified clearly before booking or expressly agreed with you in writing. The full proposal, internal sales notes and general descriptive narrative are not incorporated by reference merely because they were used while developing your Package.

If you tell us about a reduced-mobility requirement, medical requirement, allergy or other need, we will assess it for the proposed Package. A request is not guaranteed unless we confirm it in writing.

3. Price and payment

Unless your pre-contract information states a different agreed schedule:

• the deposit is 20% of the total Package price;

• the final balance must have cleared no later than 60 days before the Package starts; and

• if the booking is made within 60 days of the start, the full price is due when you book.

Your booking-specific payment schedule controls if it differs from those defaults and was supplied before you paid. All payments must be made in the currency shown in that schedule.

The total Package price shown in your pre-contract information includes all mandatory taxes, fees and charges that can reasonably be calculated before booking. If an unavoidable additional cost cannot reasonably be calculated in advance, the pre-contract information will explain its nature and how it will be calculated. You are not responsible for an additional fee, charge or other cost which should have been disclosed before booking but was not disclosed.

If a payment is late, we may treat the booking as cancelled by you only after we have contacted you, allowed a reasonable opportunity to remedy the missed payment, and given written notice of the consequence. The cancellation terms below will then apply.

We may correct an obvious pricing error before the booking is made. After the booking is made, we will not increase the agreed Package price. This does not prevent a price change resulting from a change which you request and expressly agree in writing.

4. Paying by card and future instalments

When you choose a payment schedule that uses automatic card payments, the checkout will show a separate stored-card authorisation before you pay. That authorisation is limited to the remaining instalments, amounts, currency and due dates in the agreed payment schedule.

Stripe stores the card details. We do not receive or store the full card number. We may ask Stripe to charge the agreed card on each stated due date. We will not use that authority for a different amount or date unless you separately agree to the change.

You may withdraw the authority for future automatic charges by contacting us. Withdrawal does not cancel your booking, reverse a payment already made or remove your obligation to pay an amount that is due. We will provide another reasonable payment method for any remaining amount. Your bank or Stripe may require you to authenticate a payment.

5. If you cancel

You may terminate your Package at any time before it starts by telling us clearly. The effective cancellation date is the date on which we receive your clear notice. We recommend using email or another durable medium so that you and we have a record. If you give notice by telephone, we will confirm its receipt on a durable medium.

The following standard cancellation charges apply to the total Package price:

We calculate the number of days before the Package starts by comparing the Europe/London calendar date on which we receive your clear notice with the Package start date. The time of day does not create a part-day band. For example, notice received on the calendar date exactly 70 days before the start falls in the “70 days or more” band.

These standard charges reflect the timing of cancellation and the expected cost savings and income from alternative use of the travel services. If our actual appropriate and justifiable termination fee is lower than the standard charge, we will refund the difference. At your request, we will explain how the fee was calculated.

If a supplier-specific service has a different cancellation condition, we will identify it in the pre-contract information before you book. It will apply only to that identified service and only to the extent that it produces an appropriate and justifiable termination fee.

You may terminate without paying a termination fee where the Package Travel and Linked Travel Arrangements Regulations 2018 give that right, including where unavoidable and extraordinary circumstances occurring at the destination or its immediate vicinity significantly affect performance of the Package or carriage to the destination. In that case you are entitled to a full refund of payments made for the Package, but not additional compensation.

We will pay any cancellation refund due without undue delay and no later than 14 days after the contract is terminated.

6. Transferring your booking

You may transfer the booking to another person who satisfies all conditions applicable to the Package. You must give us reasonable notice in writing; notice given at least seven days before the Package starts is considered reasonable. You and the person receiving the booking are jointly responsible for the unpaid balance and the actual reasonable costs of the transfer. We will provide evidence of those costs on request.

7. Changes requested by you

Tell us as soon as possible if you want to change the travellers, dates or services. A requested change is not effective until we confirm it in writing. We may charge the actual reasonable administration and supplier costs caused by the change. If the requested change cannot be made and you cancel instead, the cancellation terms above apply.

8. Changes or cancellation by us

We may make an insignificant change where the contract allows us to do so and we notify you. If, before the Package starts, we must significantly change a main characteristic of the Package or cannot meet a confirmed special requirement, we will give you a reasonable period within which you may:

• accept the proposed change; or

• terminate the contract without a termination fee and, if we offer one, accept a substitute Package.

We will give each notice under this section without undue delay, clearly, comprehensibly and prominently on a durable medium. It will explain the proposed change and any effect on the price, the reasonable response period, the consequences of not responding, and any substitute Package we can offer and its price. If the changed or substitute Package is lower in quality or cost, we will provide an appropriate price reduction.

If you terminate and do not accept a substitute, we will refund all payments made by or on your behalf without undue delay and no later than 14 days after termination. If you do not respond within the first response period, we will send a second notice repeating that information and give you a further reasonable period to respond. If you do not respond to the second notice, we may terminate the contract and will make the same refund without undue delay and no later than 14 days after termination.

If we cancel because a disclosed minimum number of travellers has not been reached, we will notify you by the deadline stated in your pre-contract information. That deadline will never be later than:

• 20 days before the start of a Package lasting more than six days;

• seven days before the start of a Package lasting between two and six days; or

• 48 hours before the start of a Package lasting less than two days.

If we terminate because the disclosed minimum number was not reached, we will refund all payments made for the Package without undue delay and no later than 14 days after termination.

If we are prevented from performing the contract by unavoidable and extraordinary circumstances, we may terminate it by notifying you without undue delay before the Package starts. We will refund all payments made for the Package without undue delay and no later than 14 days after termination. We will not pay additional compensation for a termination which complies with the minimum-number or unavoidable-and-extraordinary-circumstances requirements above.

9. During the Package

We are responsible for performing the travel services included in your Package, irrespective of whether we or another travel service provider performs them.

If you believe a service is not being performed in accordance with the contract, tell us without undue delay using the contact details in your Booking Confirmation so that we can investigate. We will remedy a lack of conformity unless doing so is impossible or would entail disproportionate cost, taking into account the extent of the problem and the value of the affected travel service. Except where we refuse to remedy the problem or immediate action is required, you should allow us a reasonable period to do so.

If, where remedy is required, we do not remedy the problem within a reasonable period set by you, refuse to remedy it, or immediate action is required, you may remedy it yourself and are entitled to reimbursement of the necessary expenses. If we refuse to remedy it or immediate action is required, you do not have to set, or wait for the end of, a reasonable period.

Where a significant proportion of the Package cannot be provided as agreed, we will offer suitable alternative arrangements at no additional cost. Where possible, they will be of equivalent or higher quality. If they are of lower quality, we will provide an appropriate price reduction. You may reject a proposed alternative only if it is not comparable with what was agreed or the proposed price reduction is inadequate.

If a lack of conformity substantially affects performance of the Package and we fail to remedy it within a reasonable period set by you, you may terminate the contract without paying a termination fee and, where appropriate, receive a price reduction or compensation. If suitable alternatives are impossible or are legitimately rejected, your statutory price-reduction and compensation rights continue to apply without your having to terminate the contract. Where the Package includes carriage of passengers, we will also provide equivalent return transport without undue delay and at no additional cost in either of those cases.

If unavoidable and extraordinary circumstances prevent us from ensuring your return as agreed, we will bear the cost of necessary accommodation, if possible of an equivalent category, for up to three nights per traveller or for any longer period specified by the passenger-rights law applicable to the return transport. The three-night limit does not apply to a traveller with reduced mobility and a person accompanying them, a pregnant traveller, an unaccompanied minor, or a traveller needing specific medical assistance, provided that we were notified of the particular need at least 48 hours before the Package started. We will not rely on unavoidable and extraordinary circumstances to limit this accommodation duty where the relevant transport provider could not do so under the applicable passenger-rights law.

We will provide appropriate assistance if you are in difficulty, including the assistance required by the Package Travel and Linked Travel Arrangements Regulations 2018.

You are entitled to an appropriate price reduction for any period during which there is a lack of conformity, unless the lack of conformity is attributable to you. You are entitled to compensation without undue delay for damage which you sustain as a result of a lack of conformity, except where we prove that the lack of conformity is attributable to you, attributable to an unconnected third party and unforeseeable or unavoidable, or caused by unavoidable and extraordinary circumstances. Those compensation exceptions do not remove our other performance, remedy or assistance duties, and do not remove a price-reduction right except where the lack of conformity is attributable to you.

Where an applicable international convention limits the extent of, or the conditions under which, compensation is payable by a travel service provider, we may rely on the same limitation to the extent permitted by law.

Subject to rights and liabilities which cannot lawfully be limited, our liability to pay compensation for damage caused by a lack of conformity with the Package contract is limited to three times the total Package price. This limit does not apply to personal injury, damage caused intentionally or through negligence, statutory refunds or price reductions, or any other liability which the law does not permit us to limit.

10. Passports, visas, health and travel insurance

You are responsible for complying with the passport, visa, immigration and health requirements notified before booking and for checking current requirements in good time before travel.

Comprehensive travel insurance is strongly recommended from the time you book. It should be suitable for your circumstances and planned activities and normally include cancellation, medical, repatriation, personal liability and baggage cover. Holding travel insurance is not a condition of booking unless a separate legal or supplier requirement, identified before booking, makes a particular cover mandatory.

11. Behaviour and safety

Each traveller must follow reasonable safety instructions and behave in a way that does not endanger or seriously disrupt others. If a traveller's conduct creates a serious risk, we or a supplier may take proportionate action, including ending the affected service. This does not limit any right to assistance or refund that the traveller has by law.

12. Insolvency protection

We will not accept a booking governed by these Package terms unless appropriate insolvency protection applies in accordance with the Package Travel and Linked Travel Arrangements Regulations 2018.

The protection is provided under financial-failure insurance arranged by DUAL Corporate Risks Limited under the International Passenger Protection (IPP) brand. The applicable insurers, policy reference, policy period, claims administrator, eligibility conditions and claims instructions are identified in the Policy Summary for Passengers and the protection information supplied before booking.

The policy summary for passengers is available at https://www.scottishluxuryexperience.com/passenger-policy-summary.

Your pre-contract information and Booking Confirmation will confirm the protection and identify the exact financial-protection evidence, eligibility conditions and claims details applicable to it. Every Package booking which we accept under these terms is protected. Protection may continue beyond the annual policy period until the traveller returns home where the applicable policy evidence says that it does.

This is protection against our insolvency in accordance with the applicable policy terms. It is not personal travel insurance and does not cover every cancellation, loss or insolvency of an individual travel service provider.

13. Complaints

Please report any problem without undue delay using the on-trip contact details in your Booking Confirmation so that we have a reasonable opportunity to investigate and address it. A failure to report promptly does not remove your statutory rights, although it may affect our ability to remedy or investigate the problem.

If the matter remains unresolved after travel, email contact@scottishluxuryexperience.com, quoting your booking reference and the relevant details. We will acknowledge the complaint and provide a substantive response as soon as reasonably practicable.

If we have exhausted our internal complaint-handling procedure and cannot settle the complaint, we will provide on a durable medium the name and website address of an approved Alternative Dispute Resolution entity competent to consider it and state whether we are obliged or prepared to participate in that procedure.

14. Personal information

We use personal information to arrange and administer the booking and may share necessary information with travel service providers, payment providers, insurers, professional advisers and authorities. The privacy notice supplied before payment and identified by version in your booking records explains the purposes, lawful bases, international transfers, retention and your data protection rights: https://www.scottishluxuryexperience.com/privacy-policy.

15. Law and statutory rights

These terms and your contract are governed by Scots law and the Scottish courts have non-exclusive jurisdiction. If you live elsewhere in the United Kingdom, you may also bring proceedings in the courts of the part of the United Kingdom where you live where the law permits.

Nothing in these terms limits rights that cannot lawfully be excluded, including rights under the Package Travel and Linked Travel Arrangements Regulations 2018.

16. Version

The version supplied before payment and identified in the Booking Confirmation applies to your booking. A later website version does not retrospectively change an existing booking.

Non-Package service booking terms and conditions

Published: 3 August 2026

Applicability: These terms apply only where this exact version is supplied to you before payment and identified in your Booking Confirmation. They do not change the terms of an existing booking.

These terms apply to bookings made with Timeless North Limited, company number SC860505, trading as Scottish Luxury Experience (“we”, “us” or “our”).

Our registered office is Suite 53, Bonnington Bond, 2 Anderson Place, Edinburgh, Scotland, EH6 5NP. You can contact us at contact@scottishluxuryexperience.com or on +44 131 381 2133.

These terms apply only where the pre-contract information and Booking Confirmation identify the booking as a non-Package booking. They cover:

• a booking comprising one type of travel service, which may include several components or journeys of that type; and

• an arrangement covering less than 24 hours with no traveller overnight accommodation, which is outside the Package Travel and Linked Travel Arrangements Regulations 2018 under regulation 3(2)(a), even if it includes more than one type of travel service.

For example, these terms may cover several private passenger-transport services, or a same-day private guided excursion with included attraction admissions. Attraction tickets do not override the regulation 3(2)(a) short-duration exclusion. We contract with you as principal for the services described in the booking. These terms do not govern a sale in which we act solely as agent for another trader.

These terms also do not apply to a recommendation or to a service which you book and pay for directly with a named third-party supplier. We will identify any such item clearly before booking and explain that your contract is with the supplier and that the supplier's disclosed terms apply.

If, despite that description, the booking is legally a Package, your statutory rights under the Package Travel and Linked Travel Arrangements Regulations 2018 apply regardless of the label used. We will not rely on these terms to reduce those rights and will provide or correct the Package information and contract record required by law.

1. Your contract

The service or services included in your booking are those identified as contractual in the pre-contract information and Booking Confirmation.

A quotation or payment request is not a Booking Confirmation. A booking is made, and a contract between you and us is formed, when:

1. you have accepted the booking and supplied the information we reasonably require;

2. we have provided the applicable service information, these terms and your payment schedule; and

3. Stripe records the required deposit or full payment as successfully paid through the booking-specific payment link.

The date and time of that successful payment, as recorded by Stripe, is the booking and contract date and time. Without undue delay after the contract is formed, we will provide written confirmation on a durable medium, in a form which allows you to store it and reproduce it unchanged. The Booking Confirmation will record that date and time, the contractual services, our status as principal, your payment schedule and payment received, the applicable terms version, the statutory cancellation status disclosed for the booking, and any applicable financial-failure protection. Please check it promptly and tell us about any error. A delay or failure in delivery of the Booking Confirmation does not move the contract date and time, but we remain responsible for providing the confirmation.

The person who makes the booking confirms that they are at least 18, have authority to accept these terms for everyone named on the booking, and will make sure that each traveller receives the relevant information.

2. Information forming part of the contract

Before payment, we will provide:

• the booking-specific service information;

• confirmation that the booking is treated as a non-Package arrangement supplied by us as principal;

• the version of these terms that will govern the booking;

• your payment schedule;

• any clear and fair service-specific operational or cancellation conditions;

• the booking's statutory cancellation status and the reason for it; and

• whether financial-failure protection applies and, if it does, the applicable evidence and claims information.

We will provide the governing terms in a form which allows you to store them and reproduce them unchanged.

Your contract comprises the Booking Confirmation, these terms and the booking-specific information supplied to you. Information said or written by or on our behalf which you take into account when deciding to book may also form part of the contract where required by law.

Draft ideas, illustrative options and suggested timings clearly identified as provisional or not included do not form part of the contract. Any qualification or agreed change to information previously supplied will be identified clearly before booking or expressly agreed with you in writing. The full proposal, internal sales notes and general descriptive narrative are not incorporated by reference merely because they were used while developing the service.

Where a subcontractor's operational condition affects delivery of the service, such as a reasonable luggage, access or safety rule, we will identify it clearly before booking. It forms part of your contract only to the extent it is clear, fair and applicable to the identified service. It does not transfer our responsibility as the contracting principal to the subcontractor.

If you tell us about a reduced-mobility requirement, medical requirement, allergy or other need, we will assess it for the proposed service. A request is not guaranteed unless we confirm it in writing.

3. Price and payment

Your booking-specific information will state the total price, deposit or full payment due, currency and any balance due date.

The stated total includes all mandatory taxes, fees and charges that can reasonably be calculated before booking. If an unavoidable additional cost cannot reasonably be calculated in advance, the booking information will explain its nature and how it will be calculated.

We may correct an obvious pricing error before the booking is made. After the booking is made, we will not increase the agreed price. This does not prevent a price change resulting from a change which you request and expressly agree in writing.

If a payment is late, we may treat the booking as cancelled by you only after we have contacted you, allowed a reasonable opportunity to remedy the missed payment, and given written notice of the consequence.

4. Paying by card and future instalments

When you choose a payment schedule that uses automatic card payments, the checkout will show a separate stored-card authorisation before you pay. That authorisation is limited to the remaining instalments, amounts, currency and due dates in the agreed payment schedule.

Stripe stores the card details. We do not receive or store the full card number. We may ask Stripe to charge the agreed card on each stated due date. We will not use that authority for a different amount or date unless you separately agree to the change. Your bank or Stripe may require you to authenticate a payment.

You may withdraw the authority for future automatic charges by contacting us. Withdrawal does not cancel your booking, reverse a payment already made or remove your obligation to pay an amount that is due. We will provide another reasonable payment method for any remaining amount.

5. Statutory cancellation rights

Your pre-contract information will state whether a statutory right to cancel a distance or off-premises contract applies to each service in your booking and the reason for that status. Different components of one non-Package arrangement may have different statutory treatment.

The cancellation provisions in Part 3 of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 do not apply to passenger-transport services. They also do not apply to accommodation, transport of goods, vehicle rental, catering or services related to leisure activities where the contract provides for a specific date or period of performance.

Another kind of service may carry a 14-day statutory cancellation right. If that right applies, we will provide the required cancellation information and model cancellation form before you book. We will not begin the service during the cancellation period unless you expressly request it, using a durable medium where the law requires. If you cancel after requested performance has begun, you may have to pay a proportionate amount for the service supplied up to cancellation. You lose the statutory right once the service has been fully performed only if performance began at your express request and with your acknowledgement that full performance would end that right.

Any applicable statutory right prevails over an inconsistent booking-specific cancellation condition. The contractual cancellation right below is separate and may still apply where there is no statutory cooling-off right.

6. If you cancel

You may cancel before the service starts by telling us clearly. The effective cancellation date is the date on which we receive your clear notice. We recommend email or another durable medium so that you and we have a record. If you give notice by telephone, we will confirm its receipt on a durable medium.

Any booking-specific cancellation condition that we clearly incorporated into our contract before payment will apply to the service concerned. A cancellation charge will not exceed our actual reasonable loss, taking account of costs we save and any income from supplying the service to somebody else. At your request, we will explain how the charge was calculated.

We will return any balance due to you without undue delay and no later than 14 days after the contract is terminated.

7. Changes

Tell us as soon as possible if you want to change the travellers, date or service. A requested change is not effective until we confirm it in writing. We may charge the actual reasonable administration and supplier costs caused by the change.

We may make an insignificant change where the contract allows us to do so and we tell you clearly. If we must make a significant change before the service starts, we will give you a reasonable choice between accepting the change, accepting a suitable alternative with an appropriate price adjustment, or terminating the contract and receiving a refund.

If we cancel the service, we will refund the payments due to you within 14 days. This does not affect any right to compensation which you have by law.

8. Our role and performance of the service

We contract with you as principal. We may use a supplier or subcontractor to perform some or all of the services, but we remain responsible for performing the contractual services with reasonable care and skill. Our responsibility is not limited to whatever we may be able to recover from that supplier or subcontractor.

These terms and the associated payment process do not support an agency sale. If we ever propose to act solely as agent, that arrangement must be separately identified before contract and payment, name the supplier who will be your contracting principal, disclose the supplier's terms and any agency fee, and use separately approved agency terms and records. We will not request or take payment for such an arrangement under these terms. Our use of a supplier or subcontractor to perform a service does not by itself make us an agent.

We are not responsible for supplying a separately identified service which you contract for and pay for directly with a third-party supplier. We remain responsible for describing our own role accurately and for any separate service which we expressly agree to provide.

Please report a problem without undue delay using the contact details in your Booking Confirmation so that we have a reasonable opportunity to investigate and address it. Your statutory rights to repeat performance, an appropriate price reduction or other remedies are not affected.

9. Responsibility for loss and damage

We are responsible for loss or damage you suffer that is a foreseeable result of our breach of this contract or our failure to use reasonable care and skill. Loss or damage is foreseeable if it was obvious that it might happen or if, when the contract was made, you told us about circumstances making it likely and we accepted that risk.

We are not responsible for loss or damage that is not caused by our breach or negligence, or that was not reasonably foreseeable when the contract was formed. These consumer terms do not cover losses related to a trade, business, craft or profession, such as loss of profit, business interruption or loss of business opportunity. If a service is being purchased wholly or mainly for business purposes, contact us before booking so that appropriate business terms can be agreed.

We do not impose a general contractual monetary cap on our liability under these consumer terms. Where a mandatory law or applicable international convention determines or limits liability for a particular transport service, it applies to that service according to its terms. We will not claim a service provider's limit unless the law or convention also entitles us to it.

Nothing in these terms excludes or restricts:

• our responsibility for death or personal injury caused by negligence;

• fraud, fraudulent misrepresentation or deliberate wrongdoing;

• your statutory rights and remedies for services not performed with reasonable care and skill or as described, including repeat performance, price reduction or refund rights; or

• any other liability which cannot lawfully be excluded or restricted.

10. Passports, health, behaviour and insurance

You are responsible for complying with any passport, visa, immigration and health requirements notified before booking and for following reasonable safety instructions.

Each traveller must behave in a way that does not endanger or seriously disrupt others. If a traveller's conduct creates a serious risk, we or a service provider may take proportionate action, including ending the affected service. This does not limit any right to a refund or other remedy that the traveller has by law.

Comprehensive travel insurance is strongly recommended from the time you book. It should be suitable for your circumstances and planned activities. Holding travel insurance is not a condition of booking unless a separate legal or service requirement, identified before booking, makes particular cover mandatory.

11. Financial-failure protection

A non-Package booking is not presented as a Package merely because an insurance policy may protect it. Your pre-contract information and Booking Confirmation will state whether financial-failure protection applies and, if it does, will identify the applicable policy evidence, eligibility conditions and claims instructions.

Any such protection applies to our insolvency in accordance with the policy terms. It is not personal travel insurance and does not cover every cancellation, loss or insolvency of an individual service provider.

12. Complaints

If a matter remains unresolved, email contact@scottishluxuryexperience.com, quoting your booking reference and the relevant details. We will acknowledge the complaint and provide a substantive response as soon as reasonably practicable.

If we have exhausted our internal complaint-handling procedure and cannot settle the complaint, we will provide on a durable medium the name and website address of an approved Alternative Dispute Resolution entity competent to consider it and state whether we are obliged or prepared to participate in that procedure.

13. Personal information

The privacy notice supplied before payment and identified by version in your booking records explains how we use personal information, the applicable lawful bases, international transfers, retention and your data protection rights: https://www.scottishluxuryexperience.com/privacy-policy.

14. Law, statutory rights and version

These terms and your contract are governed by Scots law and the Scottish courts have non-exclusive jurisdiction. If you live elsewhere in the United Kingdom, you may also bring proceedings in the courts of the part of the United Kingdom where you live where the law permits.

Nothing in these terms limits rights that cannot lawfully be excluded, including your rights under the Consumer Rights Act 2015.

The version supplied before payment and identified in the Booking Confirmation applies to your booking. A later website version does not retrospectively change an existing booking.