The Scottish Luxury Experience – Terms & Conditions

Last Updated: 25 September 2025

Timeless North Limited trading as “The Scottish Luxury Experience”

Registered in Scotland: Company No. SC860505

Registered Office: Suite 53, Bonnington Bond, 2 Anderson Place, Edinburgh, Scotland, EH6 5NP

Contact: contact@timelessnorth.com

These Terms and Conditions set out the basis of your contract with Timeless North Limited trading as The Scottish Luxury Experience. They apply to all bookings you make with us and to all services we arrange or supply. Please read them carefully before booking. A binding contract will exist when we issue your written Booking Confirmation following receipt of your payment (deposit or full amount). Nothing in these Terms affects your statutory rights under Scots law or, where applicable, under the Package Travel and Linked Travel Arrangements Regulations 2018.

1. Definitions

Trip: any travel services, tours, itineraries, accommodation, transport, activities, guiding, or other arrangements we organise or sell.

Package: a combination of at least two different types of travel service for the same trip, sold or offered for sale at an inclusive price or advertised as a package, as defined in the Package Travel and Linked Travel Arrangements Regulations 2018.

Linked Travel Arrangement (LTA): as defined in the Package Travel and Linked Travel Arrangements Regulations 2018.

Principal or Agent: for most tailor made trips we act as principal and you contract with us for a Package or for single or multiple services we supply. For certain standalone services we may act as agent for the supplier. In that case your contract will be with the supplier, whose terms apply in addition to these Terms. We will tell you at or before booking if we act as agent for any element.

Unavoidable and Extraordinary Circumstances (UEC): events beyond the control of the party who seeks to rely on them, the consequences of which could not have been avoided even if all reasonable measures had been taken.

2. Scope and Regulatory Status

2.1 Packages and LTAs. Where your booking is a Package and we act as principal, the Package Travel and Linked Travel Arrangements Regulations 2018 will apply and you will receive the protections set out in section 10 below. Where your arrangements amount to an LTA or are not a Package, you will not receive all of those protections, but your consumer rights under Scots law still apply. We will make clear in your booking confirmation whether your booking is a Package, an LTA, or neither.

2.2 Flights and ATOL. We do not ordinarily sell flights. If we include flights and sell you an air inclusive Package departing from the UK, the flight element will be protected under the UK ATOL scheme through our own ATOL or a licensed partner, and your ATOL certificate will be provided. Otherwise, these Terms relate to non flight arrangements.

2.3 Where your booking comprises a single travel service (for example, private transport or a day tour without overnight accommodation), it does not constitute a Package or Linked Travel Arrangement under the Package Travel Regulations 2018.

3. Quotation, Booking and Contract

3.1 Quotations are invitations to treat and subject to availability and price changes until confirmed. Obvious errors may be corrected.

3.2 Making a booking. A booking is made when we issue your booking confirmation after receiving your acceptance (which may be by payment) of the itinerary and price, the deposit in section 4, and any information reasonably required.

3.3 Lead traveller. The person making the booking confirms they are over 18 and authorised to bind all travellers, accepts responsibility for all payments due, and for passing on all information to the party.

3.4 Special requests and accessibility. We welcome reasonable requests. We will confirm in writing what is guaranteed if anything. Tell us about health or mobility needs as early as possible so we can advise on suitability and make reasonable adjustments where feasible.

3.5 Accuracy. Check all documents carefully and tell us immediately about any inaccuracy.

3.6 Completion of services. Our obligations are deemed fulfilled upon completion of the services described in the confirmed itinerary, unless otherwise agreed in writing.

4. Price, Deposit, Balance and Surcharges

4.1 Deposit. Unless stated otherwise, a 25 percent deposit is payable at booking, or the full cost if booking within 60 days of your start date. Some services require higher or non refundable deposits, which we will advise before you commit.

4.2 Balance. The balance is due 60 days before your start date. If not received on time, we may treat the booking as cancelled by you and apply the cancellation charges in section 8.

4.3 What is included. Your itinerary and booking confirmation set out inclusions and exclusions. Unless expressly stated otherwise, prices exclude flights, visas, travel insurance, personal expenses, tips, and meals not listed.

4.4 Price changes after booking, Packages only. We may increase or decrease prices only to reflect changes in transport costs, taxes, fees or charges imposed by third parties, or exchange rates relevant to your trip. We will notify you with a calculation and explanation at least 20 days before your start date. If an increase exceeds 8 percent of your total price, you may accept the change, take a substitute trip if offered, or cancel for a full refund. Equivalent reductions will be passed on, less administrative expenses.

4.5 Errors. We reserve the right to correct obvious errors in advertised or confirmed prices. You may then cancel without charge if the correction is materially disadvantageous.

5. Financial Protection, Insolvency

5.1 Non flight Packages. To protect customer monies for Packages without flights, we provide financial protection through Protected Trust Services, PTS, using a client money trust account structure with an independent trustee and associated insurance. Your booking confirmation will specify the protection in place and how to claim in the unlikely event of insolvency.

5.2 Flight inclusive Packages. If ever sold, these will be protected under ATOL through our own licence or a partner ATOL holder. You will receive an ATOL Certificate stating what is financially protected, who is responsible, and what to do if things go wrong.

6. Your Responsibilities

6.1 Travel insurance, mandatory. Adequate travel insurance is a condition of booking. It should cover medical and repatriation costs, personal liability, cancellation or curtailment, and loss or damage of baggage or valuables. Provide details upon request. We are not liable for losses that a suitable policy would have covered.

6.2 Passports, visas, health. You are responsible for ensuring all travellers have valid passports, visas, entry documents, and any recommended or required vaccinations or health formalities.

6.3 Behaviour. Do not cause distress, danger or annoyance to others, or damage to property. We and our suppliers may terminate services if behaviour risks safety or enjoyment. No refunds will be due and you will be responsible for return travel and related costs.

6.4 Fitness and suitability. Some activities involve risks. You must assess your own fitness and follow all safety guidance.

6.5 Loss and property. Keep valuables secure and insured. We are not responsible for loss, theft or damage to personal property except where caused by our negligence or breach of statutory duty.

7. If You Change Your Booking

7.1 Minor changes. We will try to accommodate reasonable changes. Fees and supplier charges may apply.

7.2 Transfer of booking, Packages. You may transfer your booking to a suitable substitute traveller who meets all conditions, by giving us at least 7 days’ notice and paying reasonable costs we incur.

7.3 Name corrections. We will correct genuine spelling errors where possible. Airline or supplier fees are payable by you.

8. If You Cancel Your Booking

No general cooling off right. Many of our services relate to leisure activities or accommodation for specific dates or periods. Where your booking is for services of that nature for specific dates, there is no statutory 14 day cooling off right under the Consumer Contracts Regulations 2013. Your cancellation rights are as set out below and in supplier terms if we act as agent.

8.1 Your right to cancel, Packages. You may cancel at any time before the trip. Our standard cancellation charges on the total price are:

• More than 70 days, loss of deposit only

• 69 to 42 days, 40 percent

• 41 to 28 days, 60 percent

• 27 to 14 days, 80 percent

• 13 days or fewer or no show, 100 percent

If our actual unrecoverable costs are lower, we will refund the difference. For single-day or transport-only services, payments are non-refundable once confirmed, except where we cancel or as required by law.

8.2 UEC at destination, Packages. If unavoidable and extraordinary circumstances occur at the destination or its immediate vicinity and significantly affect performance of the Package or carriage of passengers, you may terminate before the start without paying cancellation fees and will receive a full refund, but no additional compensation.

8.3 Non package or agency bookings. Where we act as agent or your booking is not a Package, supplier cancellation terms will apply in addition to our reasonable administration fee.

8.4 Refund timing. Refunds due will be made within 14 days of effective cancellation to the original payer and method where possible.

9. If We Change or Cancel Your Booking

9.1 Minor changes. We may make minor changes where necessary. We will notify you as soon as reasonably possible.

9.2 Significant changes. If we must make a significant change, you may accept the change, take a substitute trip if offered, or cancel for a full refund. Where required by law, appropriate compensation will be payable except where the change results from UEC or because minimum numbers were not reached if applicable and notified.

9.3 Cancellation by us. We may cancel if minimum numbers are not met where stated, due to UEC, or if you fail to pay any balance when due. For the first two, you will receive a full refund. Compensation is not payable where UEC applies.

9.4 Assistance, Packages. If after the start of your Package significant elements cannot be provided as agreed, we will offer suitable alternative arrangements at no extra cost. If inferior in quality, an appropriate price reduction will apply. If alternatives are impossible or you reject them for good reasons, we will where necessary arrange equivalent return transport at no extra cost.

10. Your Legal Protections, Packages Only

10.1 Information before you buy.

10.2 Liability for performance of all travel services included in a Package.

10.3 Price changes only as allowed in section 4.4.

10.4 Transfer to another traveller as in section 7.2.

10.5 Termination without fee in the cases set out in section 8.2 and section 9.

10.6 Assistance as in section 9.4.10.7 Insolvency protection as in section 5.

11. Our Liability to You

11.1 Duty of care. We will perform our obligations with reasonable skill and care.

11.2 International conventions. Where carriage by air, sea, rail or road is included, our liability may be limited by international conventions and carrier conditions.

11.3 Exclusions we cannot make. We do not exclude or limit liability for death or personal injury caused by our negligence, for fraud, or for any liability that cannot be excluded under Scots law or consumer law.

11.4 Other loss. We are not liable for losses not caused by our breach, losses that were not reasonably foreseeable when the contract was made, business losses or loss of profit, or any loss where you have unreasonably failed to mitigate.

11.5 Overall cap. For claims other than those in 11.3 and other than statutory price reductions or compensation due under the Package Travel and Linked Travel Arrangements Regulations 2018, our aggregate liability shall not exceed three times the total price of your booking, unless the law prohibits such limitation.

11.6 Third party suppliers, agency sales. Where we act as agent, your rights and remedies lie against the supplier. We will assist you reasonably.

11.7 Role where we are not the operator. For non package and single service bookings where services are performed by third parties, we act as coordinator and agent for those suppliers. We are not liable for their acts or omissions except as required by law.

12. Force Majeure, UEC

Neither party will be liable for failure to perform obligations due to UEC including significant public health events, natural disasters, war, civil unrest, strikes, industrial disputes, terrorism, or closure of borders or attractions. Your rights for Packages are as set out in sections 8 and 9.

13. Complaints and Dispute Resolution

13.1 Prompt reporting. If something is wrong, inform our local contact or your Travel Designer without delay so we can try to put it right. If not resolved, email complaints@scottishluxuryexperience.com within 28 days of your return with your booking reference and details.

13.2 Escalation and ADR. If we cannot resolve a dispute internally, we will provide information about approved Alternative Dispute Resolution entities. We are not obliged to use a particular provider but may agree to ADR in appropriate cases.

13.3 Governing law and jurisdiction. These Terms and any dispute or claim, including non contractual disputes, are governed by Scots law. Proceedings shall be brought in the Scottish courts, except that if you live in England, Wales or Northern Ireland you may bring proceedings in your local courts.

14. Data Protection

We will process personal data in accordance with UK data protection law, UK GDPR and the Data Protection Act 2018. See our Privacy Notice for details of what we collect, why, our lawful bases, retention periods, and your rights. We may need to share data with suppliers to fulfil your booking, including outside the UK, and will ensure appropriate safeguards.

15. Accessibility and Equality

We aim to accommodate reasonable adjustments for disabled travellers and those with reduced mobility, taking account of the nature of the trip and local conditions. Tell us your needs early so we can advise on suitability and propose adjustments where feasible. Some locations and experiences may have inherent access limitations that are beyond our control. We will be transparent about these.

16. Health, Safety and Conduct on Tour

16.1 Safety briefings. Follow all safety instructions given by our staff and suppliers and use appropriate clothing and equipment.

16.2 Alcohol and substances. We may refuse service or exclude any traveller who is intoxicated or poses a safety risk.

16.3 Drivers and vehicles. Where private drivers are provided, they will observe applicable laws on rest and speed. We may rotate drivers on longer itineraries for safety.

17. Intellectual Property and Marketing

17.1 Content. Branding, logos, itineraries, copy and images on our website or materials are our intellectual property or used under licence.

17.2 Photography or filming consent. With your explicit consent, we may use non intrusive photos or video captured during your trip for our marketing. You may withdraw consent at any time. This does not affect lawful use already made.

18. Gift Vouchers and Credit Notes

18.1 Gift vouchers we issue are valid for 12 months from issue unless stated otherwise and are non refundable.

18.2 Credit notes after cancellations or changes will state their validity period and any restrictions and are non transferable unless we agree otherwise in writing.

19. Payment Methods and Anti Fraud

We accept payment by bank transfer and major cards. We may use reasonable anti fraud checks and will not dispatch final documents until cleared funds are received.

20. Specialist Requests

Where you ask us to arrange specialist experiences like whisky warehouses, private estates, helicopters or boats, additional terms may apply including security, health and safety, minimum ages, weight limits and alcohol service rules. We will notify these before you commit.

21. Variations

We may update these Terms from time to time. The version in force when your booking confirmation is issued will apply to your booking. Any waiver must be in writing and signed by an authorised representative.

22. Severability and Third Party Rights, Scotland

If a court finds any part of these Terms invalid or unenforceable, the remainder will continue in full force. These Terms do not create any rights under the Contract, Third Party Rights, Scotland, Act 2017 in any person who is not a party to the contract, save that travellers named on the booking confirmation may enforce relevant terms.

23. Contact

For booking queries: contact@timelessnorth.com

For emergencies while travelling, 24 hours, use the on trip number provided in your booking confirmation.

Pre Contract Information for Packages (Summary)

Before you buy a Package we will provide the key characteristics of services and itinerary, total price and payment schedule, minimum numbers if any and the latest date for cancellation if not reached, passport or visa or health requirements, suitability for persons with reduced mobility, organiser identity and contact details, details of insolvency protection and how to claim, and the standard statements of your rights under the Package Travel and Linked Travel Arrangements Regulations 2018.

If your booking is not a Package, we will still provide clear pre contract information appropriate to the arrangements.

Practical Cancellation Table (Restated)

Where our actual unrecoverable costs are lower, we will refund the difference. Some services may be non refundable from booking, and these will be clearly identified in advance.