Terms &
Conditions.

Last updated: October 2026

1. About these terms

These terms govern your use of the Velvet Route website and the enquiry and arrangement services offered through it. VELVET ROUTE LIMITED (company number 17171868), registered in England and Wales, registered office 61 Bridge Street, Kington, United Kingdom, HR5 3DJ, provides travel planning, concierge and arrangement services.

2. What we do

Velvet Route helps travellers organise experiences before and during their trips — including tours, excursions, activities, transport, restaurant reservations and special requests. Submitting an enquiry is not a booking; any arrangement is confirmed separately, in writing, with details and price.

3. Third-party suppliers

Many tours, rentals, transport services, attractions and activities are fulfilled by independent third-party suppliers. Where this is the case, the service is provided by that supplier and may be subject to the supplier's own terms, conditions and cancellation policies, which will be made available to you.

4. Availability and prices

Availability of experiences changes with destination, season and demand, and prices may change accordingly. Nothing on this website is an offer capable of acceptance; details are confirmed at the time of arrangement.

Payments and booking confirmation

Clients pay Velvet Route for the planning and services included in an agreed quote. Velvet Route pays the relevant independent providers and retains its remuneration for planning and coordination. The written quote and booking confirmation specify the price, payment schedule and applicable cancellation conditions. Sending a website enquiry does not create a booking or a payment obligation.

Payment schedule

Small services and rentals are paid in full before booking. For larger bookings, the usual schedule is 50% at booking and 50% approximately one month before travel. If travel is less than one month away, full payment is required. Your quote specifies exact due dates and any provider-specific conditions.

Cancellation and refunds

Your quote sets out the cancellation conditions for each service: the deadline for free cancellation, any later cancellation charges and, where applicable, the date from which the booking is non-refundable. These conditions are disclosed before payment. If a booking is cancelled, we explain the applicable deductions and refundable amount. Any replacement service requires your agreement.

Statutory cancellation rights

These conditions do not limit mandatory consumer rights. Distance contracts for planning services may carry a 14-day cancellation right. If you ask us to begin work during that period, we will obtain the express request and acknowledgements required by law; charges for work already completed are limited to what the law permits. Certain leisure services for a specific date may be exempt. Applicable information is supplied before a contract is agreed.

5. Your information

You are responsible for making sure the information you give us (names, dates, numbers of travellers, requirements) is accurate. We arrange based on what you tell us.

6. Travel documents and requirements

Passports, visas, travel insurance and any health or entry requirements remain your responsibility. Please check official entry requirements before travelling.

7. Activity restrictions

Activities may carry age, health, height, weight, swimming-ability or safety restrictions imposed by the provider. Providers may refuse participation where restrictions apply. Tell us about accessibility needs without including sensitive medical details in the general form.

8. Our role

Velvet Route acts as an arranger and concierge. Where a service is supplied by a third party, that supplier delivers the underlying service; we remain responsible for our own contractual obligations. Nothing on this website states or implies ATOL protection, ABTA membership or IATA accreditation.

9. Liability

Nothing in these terms excludes liability that cannot be excluded by law. Your mandatory consumer rights remain unaffected. Please contact us about any service issue or complaint.

10. Changes

We may update these terms from time to time. Changes do not retrospectively alter confirmed bookings.

Questions? Use the contact form and we'll point you in the right direction.