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Terms & Conditions

Table of contents

All Travel Experiences

A1. About these terms

1. When you complete your Booking, you accept these Terms and any other terms that you’re provided with during the booking process.

2. If anything in these Terms is (or becomes) invalid or, unenforceable:

  • it will still be enforced to the fullest extent permitted by law
  • you will still be bound by everything else in the Terms.

3. These Terms are laid out as follows:

  • Section A: general terms, for all types of Travel Experiences.
  • Sections B and C: specific terms:
    • Section B: Accommodations
    • Section C: Attractions
  • If there’s any mismatch between general and specific terms, the specific terms will apply.

A2. About Booking.com

1. When you book an experience, Travel Scotland LTD provides and is responsible for the Platform – but not the Travel Experience itself (see A4.4 below).

A3. Our Platform

1. We take reasonable care in providing our Platform, but we can’t guarantee that everything on it is accurate (we get our information from the Service Providers). To the extent permitted by law, we can’t be held responsible for any errors, any interruptions, or any missing bits of information – although we will do everything we can to correct/fix them as soon as we can.

2. Our Platform is not a recommendation or endorsement of any Service Provider or its products, services, facilities, etc.

3. We’re not a party to the terms between you and the Service Provider. The Service Provider is solely responsible for the Travel Experience.

4. To make a Booking, you may need to create an Account. Please make sure all your info (including payment and contact details) is correct and up to date, or you might find you can’t access your Travel Experience(s). You’re responsible for anything that happens with your Account, so please don’t let anyone else use it, and please keep your username and password secret.

5. Unless otherwise indicated, you need to be at least 16 to use the Platform.

A4. Our Policy

1. You will:

  • abide by Our Policy
  • comply with all applicable laws
  • cooperate with any anti-fraud/anti-money laundering checks we need to carry out
  • not use the Platform to cause a nuisance or make fake Bookings
  • use the Travel Experience and/or Platform for their intended purpose
  • not cause any nuisance or damage, and not behave inappropriately to the Service Provider’s personnel (or anyone else, for that matter).

A5. Prices

1. When you make a Booking, you agree to pay the cost of the Travel Experience, including any charges and taxes that may apply.

2. Obvious errors and misprints are not binding. For example: if you book a night in a luxury suite that was mistakenly offered for £1, we may simply cancel that Booking and refund anything you’ve paid.

A6. Payment

1. For some products/services, the Service Provider will require an Upfront Payment and/or a payment taken during your Travel Experience.

  • If we organise your payment, we will be responsible for managing your payment and ensuring the completion of your transaction with our Service Provider. In this case, your payment constitutes final settlement of the ‘due and payable’ price.
  • If the Service Provider charges you, this will usually be in person at the start of your Travel Experience, but it could also be (for example) that your credit card is charged when you book, or you pay when you check out of your Accommodation. This depends on the Upfront Payment policy of the Service Provider as communicated to you in the booking process.

2. If the Service Provider requires an Upfront Payment, it may be taken or pre-authorised when you make your Booking, and it may be non-refundable. So before you book, please check the Service Provider’s Upfront Payments policy (available during the booking process), which we don’t influence and aren’t responsible for.

3. If you know of or suspect any fraud or unauthorised use of your Payment Method, please contact your payment provider, who may cover any resulting charges, possibly minus an excess.

4. We will store your Payment Method details for future transactions after collecting your consent.

A7. Guidelines

1. When you make a Booking, you accept the applicable policies as displayed in the booking process. You’ll find each Service Provider’s cancellation policy and any other policies (about age requirements, security/damage deposits, additional supplements for group Bookings, extra beds, breakfast, pets, cards accepted, etc.) on our Platform: on the Service Provider information pages, during the booking process, in the fine print, and/or in the confirmation email or ticket (if applicable).

2. If you cancel a Booking or don’t show up, any cancellation/no-show fee and any refund will depend on the Service Provider’s cancellation/no-show policy.

3. Some Bookings can’t be cancelled for free, while others can only be cancelled for free before a deadline.

4. If you book a Travel Experience by paying in advance (including all price components and/or a damage deposit if applicable), the Service Provider may cancel the Booking without notice if they can’t collect the balance on the date specified. If they do, any non-refundable payment you’ve made will only be refunded at their discretion. It’s your responsibility to make sure the payment goes ahead on time (that your bank, debit card or credit card details are correct, and that there’s enough money available in your account).

5. If you think you’re not going to arrive on time, please contact your Service Provider and tell them when they can expect you, so they don’t cancel your Booking. If you’re late, we are not liable for the consequences (e.g. the cancellation of your Booking, or any fees the Service Provider may charge).

6. As the person making the Booking, you are responsible for the actions and behaviour (in relation to the Travel Experience) of everyone in the group. You are also responsible for obtaining their permission before providing us with their personal data.

A8. Privacy and cookies

1. Please see our Privacy Policy for more information on privacy, cookies, and how we might contact you and process personal data

A9. Accessibility requests

1. If you have any accessibility requests:

  • about our Platform and/or services, please contact us at info@TravelScotland.com
  • about your Travel Experience (wheelchair access, walk-in baths, etc.), please contact your Service Provider.

A10. Intellectual property rights

1. Unless otherwise stated, all rights in our Platform (technology, content, trademarks, look & feel, etc.) are owned by Travel Scotland LTD and by using our Platform you agree to do so for its intended purpose only and respecting the conditions set out below in paragraphs A14.2 and A14.3.

2. You’re not allowed to monitor, copy, scrape/crawl, download, reproduce or otherwise use anything on our Platform for any commercial purpose without written permission of Travel Scotland.

3. We keep a close eye on every visit to our Platform, and we’ll block anyone (and any automated system) we suspect of:

  • conducting an unreasonable amount of searches
  • using any device or software to gather prices or other information
  • doing anything that places undue stress on our Platform.

4. By uploading any picture to our Platform (with a review, for example), you’re confirming that it complies with our criteria and that:

  • it’s truthful (you haven’t altered the picture, for example, or uploaded a picture of a different property)
  • it doesn’t contain any viruses
  • you’re allowed to share it with us
  • we’re allowed to use it on our platform and in relation to further commercial purposes (including in a promotional context), everywhere, forever (when you let us know we can no longer use it we will consider any such reasonable request)
  • it doesn’t infringe the privacy rights of other people
  • you accept full responsibility for any legal claims against Booking.com related to it.

We’re not responsible and liable for any picture uploaded to our Platform, we’re allowed to remove any picture upon our discretion (for instance, if we detect that a picture does not meet the above criteria).

A11. What if something goes wrong?

1. If you have a query or complaint, please contact us. You can help us help you as quickly as possible – by providing:

  • your confirmation number, your contact details, and the email address you used when you made your Booking
  • a summary of the issue, including how you’d like us to help you
  • any supporting documents (bank statement, pictures, receipts, etc.)

2. All queries and complaints are recorded, and the most urgent ones are treated as highest priority.

3. If you’re a resident of the European Economic Area and you’re not happy with the way we handle your complaint, you may be able to complain via the European Commission’s ODR (Online Dispute Resolution) platform (ec.europa.eu/odr).

4. We do try to resolve disputes internally, and we’re not obliged to submit to any alternative dispute resolution procedures handled by independent providers.

A12. Communication with the Service Provider

1. We may help you communicate with your Service Provider, but we can’t guarantee that they’ll read anything from you, or that they’ll do what you ask. In itself, the fact that you contact them, or that they contact you, doesn’t mean you have any grounds for legal action.

A13. Measures against unacceptable behaviour

1. We have the right to stop you making any Bookings, to cancel any Bookings you’ve already made, and/or to stop you using our Platform, our Customer Service, and/or your Account. Of course, we’ll only do this if, in our opinion, there’s a good reason to – for example:

  • fraud or abuse
  • non-compliance with our policies, or with applicable laws or regulations
  • inappropriate or unlawful behaviour (e.g. violence, threats or invasion of privacy) in relation to us, any of the companies we work with – or anyone else, for that matter.

2. If we cancel a Booking as a result, you won’t be entitled to a refund. We may tell you why we’ve cancelled your Booking, unless telling you would (a) contravene applicable laws and/or (b) prevent or obstruct the detection or prevention of fraud or other illegal activities. If you believe we have incorrectly cancelled your Booking, please contact us.

A14. Limitation of liability

1. To the extent permitted by mandatory consumer law, we’ll only be liable for costs you incur as a direct result of a failure on our behalf. This means, to the extent permitted by law, we won’t be liable for (e.g.) any:

  • indirect loss or indirect damage
  • inaccurate information about a Service Provider
  • product, service or action of a Service Provider or other business partner
  • mistake in an email address, phone number or credit card number (unless it’s our fault)
  • force majeure or event beyond our control.

2. If you are in breach of these Terms and/or the Service Provider’s terms, to the extent permitted by law:

  • we won’t be liable for any costs you incur as a result, and
  • you won’t be entitled to any refund.

3. To the extent permitted by law, the most that we, or any Service Provider, will be liable for (whether for one event or a series of connected events) is the cost of your Booking, as set out in your confirmation email.

4. Nothing in these terms will limit our (or the Service Provider’s) liability in respect of our (or their) own (i) negligence that leads to death or personal injury or (ii) fraud or fraudulent misrepresentation.

5. We don’t make any promises about Service Providers’ products and services (apart from what we expressly state in these Terms). Making the right choice(s) is entirely your responsibility.

6. Just to make it clear: nothing in these Terms will entitle any third party other than the Service Provider to anything.

7. You may be protected by mandatory consumer protection laws and regulations, which guarantee you rights that no company’s terms can overrule. In that case, our liability is determined not just by these Terms, but also by any applicable consumer protection laws and regulations.

B. Accommodations

B1. Scope of this section

1. This section contains the specific terms for booking an Accommodation.

B2. Contractual relationship

1. When you make a Booking, it’s directly with the Service Provider. We’re not a ‘contractual party’ to your Booking.

2. Travel Scotland LTD owns and operates the Platform.

3. Our Platform only shows Accommodations that have a commercial relationship with us, and it doesn’t necessarily show all their products or services.

4. Information about Service Providers (e.g. facilities, house rules and sustainability measures) and their Travel Experiences (e.g. prices, availability and cancellation policies) is based on what they provide to us. They’re responsible for making sure it’s accurate and up to date.

B3. What we will do

1. We provide the Platform on which Service Providers can promote and sell their Accommodations – and you can search for, compare and book them.

2. Once you’ve booked your Accommodation, we will provide you and the Service Provider with details of your Booking, including the names of the guest(s).

3. Depending on the terms of your Booking, we may be able to help you change or cancel it if you wish to.

B4. What you need to do

1. Fill in all your contact details correctly, so we and/or the Service Provider can provide you with information about your Booking and, if necessary, contact you.

2. Read these Terms and the terms displayed during the booking process carefully.

3. Take care of the Accommodation and its furniture, fixtures, electronics and other contents, and leave things in the same state they were when you got there. If anything is broken, damaged or lost, make sure you report it to the staff there (as soon as you can, and certainly before you check out).

4. Maintain the security of the Accommodation and its contents during your stay. So don’t, for example, leave doors or windows unlocked.

B5. Price and payment

1. See ‘Prices’ (A5) and ‘Payment’ (A6) above.

B6. Amendments, cancellations and refunds

1. See ‘Guidelines’ (A7) above.

B7. What else do you need to know?

Damage policy

1. When you’re booking, you may see that some Service Providers refer to a ‘damage policy’. This means that if anyone in your group loses or damages anything:

  • you should inform the Service Provider
  • instead of charging you for it directly, the Service Provider will have 14 days to submit a damage payment request through our Platform, under your reservation number
  • if they do, we’ll tell you, so you can tell us if you have any comments, and whether or not you agree with the charge – and then:
    • if you agree, we’ll charge you on their behalf
    • if you disagree, we’ll look into it and decide whether or not to discuss it further*.

2. There’s a limit (which is shown while you’re booking) to how much the Service Provider can charge you under the damage policy through our Platform.

3. Any payment you make would be between the Service Provider and you – we’d just be organising it on the Service Provider’s behalf.

4. The damage policy doesn’t relate to general cleaning, ordinary wear and tear, any crimes (such as theft), or any non-physical ‘damages’ (e.g. fines for smoking or bringing pets).

5. The Service Provider might require a ‘damage deposit’ before or at check-in. If they do, we’ll tell you about it while you’re booking – but it has nothing to do with the ‘damage policy’. We won’t be involved in any financial settlement related to damage deposits.

* If there is any damage, the Service Provider can always decide to initiate a (legal) claim against you outside of the damage policy, in which case the limit (see 5 above) wouldn’t apply.

C. Experiences

C1. Scope of this section

1. This section contains the specific terms for booking Experiences.

C2. Contractual relationship

1. We do not (re)sell, offer or provide any Experiences on our own behalf – when you book an Experience, you enter into a contract directly with the Service Provider as disclosed during the booking process.

2. We act solely as the Platform and are not involved in the Third-Party Terms. We are not responsible for your ticket and (to the fullest extent permitted by law) have no liability to you in relation to your Booking.

C3. What we will do

1. We provide the Platform on which Service Providers and (from time to time) Third-Party Aggregators can promote and sell Travel Experiences – and you can search for, compare and book them.

2. Once you’ve booked your Experience, we’ll provide you and the Service Provider with details of the Booking; if the Service Provider needs more than your name, we’ll tell you at the time of booking.

3. Depending on the terms of your Booking, we may be able to help you change or cancel it if you wish to.

C4. What you need to do

1. You must fill in all your contact details correctly, so we and/or the Service Provider can provide you with information about your Booking and, if necessary, contact you.

2. You must read and agree to comply with our Terms and the Third-Party Terms (which will be displayed at checkout) – and acknowledge that breaching them may lead to additional charges and/or the cancellation of your Booking.

C5. Price and payment

1. When you book an Experience, we will organise your payment. For details of how this works (including the related rights and obligations), please see ‘Payment’ (A6) above.

C6. Amendments, cancellations and refunds

1. Please see ‘Guidelines’ (A7) above.

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