Into The Calm Booking Terms & Conditions

All bookings made with Into The Calm Ltd (“the Agency”) are subject to confirmation by the Agency. Confirmation will be sent to the client via email or other electronic means.

The Agency acts as an agent, arranging for the client to enter into contracts directly with travel service providers, including but not limited to airlines, hotels, ground transport operators, venues, event suppliers and destination service providers. The Agency does not act as principal and does not accept liability for the services provided by those suppliers.

Full payment is required at the time of booking unless otherwise agreed in writing. Payments may be made by bank transfer, card or another approved payment method. The Agency reserves the right to cancel any booking, release any held inventory or withdraw any quotation if payment is not received by the specified deadline.

The Agency may charge service fees, booking fees, management fees, consultation fees, out of hours support fees, amendment fees, cancellation handling fees, refund processing fees or other professional fees in connection with the services provided.

Unless otherwise agreed in writing, such fees are non refundable once the relevant work has been carried out, irrespective of whether any underlying travel arrangements are subsequently amended, cancelled, refunded or not utilised.

Any supplier refund will not include Agency fees unless expressly agreed in writing.

Where applicable, Agency fees will be confirmed before the relevant booking is made or the relevant work is carried out.

Travel prices and availability can change frequently. All quotations are subject to availability and supplier confirmation. The Agency reserves the right to vary or withdraw pricing at any time prior to full payment being received.

Where flight options are held pending the client’s decision, such holds are subject to airline availability and policy and are not guaranteed. The Agency is not liable if a held fare, seat or booking option becomes unavailable before confirmation and payment.

Any amendments to bookings, including schedule changes, venue changes, accommodation changes, passenger changes or itinerary adjustments, are subject to availability and may incur additional charges imposed by suppliers. The Agency will use reasonable efforts to assist with amendment requests but cannot guarantee availability or waive supplier charges.

Cancellation fees may apply depending on the terms and conditions of the relevant supplier. The Agency will advise the client of any applicable cancellation terms where available at the time of booking.

Refunds, where applicable, will be processed in accordance with the supplier’s terms and conditions and may be subject to administration fees. The Agency can only pass refunds to the client once the relevant supplier has issued the refund to the Agency.

The client confirms that any person instructing the Agency on its behalf has authority to do so.

The client shall remain liable for all bookings, amendments, cancellations, fees, supplier charges and associated costs arising from instructions given by its employees, contractors, assistants, managers, tour managers, representatives or other authorised persons.

The Agency reserves the right to suspend services, withhold ticketing, release held inventory, cancel pending bookings or decline further work where invoices remain unpaid beyond agreed payment terms.

The client remains responsible for all supplier charges, cancellation fees, Agency fees and costs incurred before suspension or cancellation.

The client agrees not to initiate chargebacks or payment disputes in respect of validly authorised bookings, fees or services.

Any chargeback or payment dispute initiated without reasonable grounds shall constitute a breach of these Terms and Conditions, and the client shall indemnify the Agency for any resulting costs, losses, fees or administrative time.

The client is responsible for ensuring that all travellers hold valid passports, visas, work permits, carnets, health documentation, vaccination certificates and any other documents required for travel.

The Agency shall not be liable for any loss, delay, additional expense or denied travel resulting from incomplete, invalid, expired or incorrect documentation.

The Agency strongly recommends that all travellers obtain appropriate travel insurance covering cancellation, curtailment, medical expenses, personal belongings, travel disruption, equipment loss and any other relevant risks. The Agency can assist clients in obtaining travel insurance upon request.

Where travel is arranged in connection with performances, tours, festivals, productions, corporate events or other live events, the client acknowledges that schedules may change at short notice.

The Agency will use reasonable efforts to assist with itinerary changes and operational support but cannot guarantee supplier availability, pricing or flexibility following any change to event schedules.

The Agency may provide out of hours, urgent or emergency travel support where agreed with the client.

The Agency reserves the right to charge additional fees for out of hours assistance, urgent bookings, emergency amendments, disruption management or support outside normal working hours.

The Agency acts solely as an agent for third party suppliers and does not assume responsibility for their acts, omissions, negligence, insolvency or failure to perform contracted services.

The Agency’s liability is limited to the booking and coordination services it directly provides. The Agency shall not be liable for any loss, damage, injury, delay, missed connection, consequential loss, loss of profit or inconvenience arising from the acts or omissions of suppliers or circumstances beyond its reasonable control.

The Agency cannot be held responsible for delays, cancellations, schedule changes or rescheduling affecting any travel arrangements. Such decisions are made by suppliers, transport providers, venues, regulatory authorities or other third parties and are generally beyond the Agency’s control.

Where the itinerary includes flights, the client acknowledges that airline terms and conditions apply and that seating, aircraft type, routing and schedules are not guaranteed.

The Agency is unable to offer compensation for delays, cancellations or schedule changes beyond its reasonable control, although it will use reasonable efforts to minimise disruption and assist clients where possible.

All bookings are subject to the terms and conditions of the relevant supplier.

The client agrees to comply with all supplier rules, requirements and conditions. Failure to do so may result in denied travel, denied accommodation, denied entry, cancellation of services or removal from transport, accommodation or venues.

Where such action results from the conduct of the client or members of their travelling party, no refund will be payable and the client shall be responsible for all resulting costs, charges, losses and expenses.

The Agency may assist in sourcing alternative arrangements but is under no obligation to do so.

The client and all members of their travelling party shall be jointly and severally liable for any property damage, supplier claims, fines, penalties, legal costs or other expenses arising from their conduct.

The Agency reserves the right to cancel or amend bookings before confirmation.

Following confirmation, any cancellation, amendment, schedule change or service withdrawal will be governed by the terms and conditions of the relevant supplier. Where a supplier provides a refund, the Agency will pass that refund to the client once received.

The Agency shall not be liable for the insolvency, financial failure, administration, liquidation, cessation of trading or service withdrawal of any supplier.

Any refund or remedy in such circumstances will be governed by the relevant supplier terms, applicable law and any financial protection arrangements that may apply.

Clients with disabilities, medical conditions, accessibility requirements, equipment requirements or other special requests should notify the Agency before confirming a booking.

The Agency will communicate such requirements to suppliers but cannot guarantee that they will be accommodated.

The Agency shall not be liable for any failure or delay in performing its obligations where such failure or delay results from circumstances beyond its reasonable control, including but not limited to severe weather, natural disasters, flood, fire, war, terrorism, civil unrest, industrial disputes, government action, border restrictions, pandemics, epidemics, transport disruption, supplier insolvency or other unforeseen events.

The Agency will process personal data in accordance with applicable UK data protection legislation and will only use client information for the purposes of administering enquiries, bookings and travel arrangements.

The Agency may share relevant information with suppliers and service providers where necessary to fulfil the travel arrangements requested by the client.

If the client is dissatisfied with any aspect of the travel arrangements, they should notify the relevant supplier and the Agency as soon as possible.

If the issue cannot be resolved during travel, the client should contact the Agency at info@calm.travel.

Any formal complaint should be submitted in writing within 14 days of the completion of travel.

The client agrees to indemnify, defend and hold harmless the Agency and its directors, employees, contractors and representatives from any claims, losses, liabilities, damages, costs and expenses, including legal fees, arising from:

• Any breach of these Terms and Conditions by the client.
• Any act, omission, negligence, misconduct or unlawful conduct by the client or any member of their travelling party.
• Any damage to property or injury to persons caused by the client or any member of their travelling party.

This indemnity shall survive termination of these Terms and Conditions.

To the fullest extent permitted by law, the Agency’s total liability arising out of any booking, travel arrangement or service provided shall not exceed the total Agency fees paid directly to the Agency in respect of the relevant booking.

Nothing in these Terms and Conditions shall exclude or limit liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation.

These Terms and Conditions constitute the entire agreement between the client and the Agency and supersede any previous agreement or understanding.

No variation shall be effective unless agreed in writing by the Agency.

These Terms and Conditions shall be governed by and construed in accordance with the laws of England and Wales.

Any dispute arising out of or in connection with these Terms and Conditions shall be subject to the exclusive jurisdiction of the courts of England and Wales.

By making a booking with the Agency, the client confirms that they have read, understood and accepted these Terms and Conditions.