Support, changes and cancellations

These procedures explain how we handle service requests. Read your written quotation, supplier conditions and booking confirmation before accepting or paying. Mandatory consumer rights under applicable law continue to apply.

Before you accept a quotation

Check the named services, dates, traveller details, room occupancy, baggage, transfers, total price, currency, inclusions, exclusions and amendment or cancellation conditions. Ask the office to clarify anything missing. An accepted quotation records your agreement to that version; availability and confirmation depend on the stated terms.

Changing an arrangement

Submit a request against the relevant booking. We check availability and obtain any revised costs and conditions before asking you to accept a proposal. Until a change is confirmed in writing, follow your existing confirmed arrangement. Submitting or accepting a workspace request does not itself issue a ticket, change a reservation or charge your account.

Cancellation and refunds

Ask for a written cancellation assessment identifying each affected service, its supplier conditions, any applicable charges, amounts already used and the amount proposed for refund. Charges should be supported by the agreed booking terms and relevant records, subject to applicable law. Do not assume that every component has the same cancellation conditions.

Air tickets, hotels, ground services, visa processing and third-party products can have different conditions. Visa decisions are made by the relevant authority; any processing or service charges must be explained in the quotation. Where a refund is due, the office records the approved amount, currency and payment reference after verification. Processing time depends on the provider and payment channel; we provide an estimate when available rather than guaranteeing an unsupported date.

Support and urgent assistance

Use the service workspace to keep a record of your request and replies. Displayed action deadlines are internal response targets, not guaranteed completion dates. For an imminent travel disruption, use the contact number in your booking confirmation as well. In an emergency, contact the appropriate local emergency service.

Documents and privacy

Use the relevant private document uploader for identity and booking documents. Do not post passwords, full payment-card details or unnecessary identity information in messages. Supporting files attached to a shared workspace record are visible to its participants and authorised office staff. Internal staff notes are restricted separately.

You can request correction, access or closure through a privacy request. We review requests, verify identity where needed, and explain any retention required for an ongoing booking, dispute, accounting or other applicable obligation. We do not automatically erase financial or booking records when an account closure is requested.

Partner delivery and settlement

Partners should accept only work they can fulfil within the agreed requirements. Service changes and replacements require office coordination and, where appropriate, customer acceptance. Payouts are reconciled against the agreed rate, completion evidence, deductions and any unresolved issue. A settlement reference is recorded after payment is independently verified; a dashboard status does not initiate a bank transfer.

Keeping a clear record

Proposal acceptance, revisions and status updates are recorded with a version and timestamp. Keep your booking confirmation and payment receipts. Contact us promptly if a record is incorrect.