Booking Terms and Conditions

Please read these Booking Terms and Conditions carefully before asking us to begin work or confirming any travel or lifestyle arrangements.

These terms explain the basis on which Velvet Hippo Ltd provides travel planning, booking, advisory, concierge and related services. Separate terms imposed by the relevant booking provider, tour operator, airline, hotel, venue or other Supplier will also apply to individual arrangements.

1. ABOUT VELVET HIPPO

1.1 Velvet Hippo Ltd is a company registered in England and Wales under company number 17223465.

1.2 Our registered office is:

167–169 Great Portland Street
London
W1W 5PF

1.3 Velvet Hippo Ltd provides personal travel planning, booking support, itinerary design, concierge assistance and lifestyle services under the trading style:

Velvet Hippo

1.4 Velvet Hippo Ltd is independently owned and operated.

1.5 Travel bookings are generally made through Colletts Travel Limited and arranged under its licence, with the company acting as licence holder. Selected lifestyle and ancillary services may be arranged separately through specialist third-party suppliers.

2. SCOPE OF THESE TERMS

2.1 These Booking Terms and Conditions apply to all enquiries, quotations, proposals, bookings, travel arrangements, itinerary planning, concierge services, lifestyle services, corporate travel, memberships, retainers and related services provided or arranged by Velvet Hippo.

2.2 By asking us to begin work, accepting a proposal, instructing us to make a booking, paying a deposit or balance, purchasing a service or otherwise confirming that you wish to proceed, you agree to these terms.

2.3 Where a booking includes more than one traveller, the person making the booking confirms that they:

a. are at least 18 years old;

b. have authority to make the booking on behalf of every person named in it;

c. have supplied accurate information for every traveller;

d. have brought these terms and all relevant Supplier terms to the attention of every traveller; and

e. accept responsibility for all payments and communications relating to the booking.

2.4 These terms apply alongside:

a. our written quotation or proposal;

b. the booking confirmation and invoice;

c. the terms of the relevant booking provider, organiser or Supplier;

d. any applicable fare, ticket, rate, property or event conditions;

e. any applicable financial-protection or booking documentation;

f. our Privacy Policy.

2.5 If there is an inconsistency, the following order will normally apply:

a. mandatory legal and consumer rights;

b. the specific booking confirmation and any terms expressly agreed for that booking;

c. the terms of the organiser, booking provider or Supplier responsible for the relevant Travel Arrangement; and

d. these terms in relation to the services provided by Velvet Hippo.

3. DEFINITIONS

In these terms:

Booking means a confirmed reservation or contract for any Travel Arrangement or Velvet Hippo service.

Booking Provider means Colletts Travel Limited or another booking system, tour operator, ticketing platform or professional intermediary through which an arrangement is made.

Business Client means a company, partnership, sole trader, organisation or individual purchasing services wholly or mainly for business or professional purposes.

Client, you or your means the person or organisation instructing Velvet Hippo and, where relevant, every traveller included in the Booking.

Lead Booker means the person authorised to act for all travellers or participants included in the Booking.

Package means a package within the meaning of the Package Travel and Linked Travel Arrangements Regulations 2018, as amended or replaced.

Services means the planning, advisory, research, booking, administration, coordination, concierge, support and related services supplied by Velvet Hippo.

Supplier means any airline, hotel, villa owner, tour operator, cruise operator, rail company, car-hire company, transfer provider, chauffeur, venue, restaurant, theatre, ticketing provider, destination management company, guide, event organiser, ground handler or other third-party provider.

Travel Arrangements means flights, accommodation, Packages, cruises, rail travel, transfers, car hire, excursions, experiences, events, tickets, dining arrangements and related travel or lifestyle services.

Writing includes email, electronic acceptance, digital signature, client-portal communication and other durable electronic communications accepted by Velvet Hippo.

4. OUR ROLE

4.1 Velvet Hippo is independently owned and operated. We provide personalised travel planning, advisory, booking-support and concierge services.

4.2 Depending on the arrangements requested, Velvet Hippo may act as:

a. an independent travel adviser;
b. a booking intermediary;
c. a concierge facilitator arranging third-party lifestyle services;
d. an itinerary planner charging professional fees; or
e. a combination of these roles for different elements of the same trip.

4.3 Travel bookings are generally made through Colletts Travel Limited and arranged under its licence, with the company acting as licence holder.

4.4 Selected lifestyle, entertainment, hospitality and ancillary services may be arranged separately through specialist third-party suppliers or booking systems. Their own terms and conditions may apply.

4.5 Unless expressly confirmed otherwise in writing, Velvet Hippo is not the organiser of a Package or the principal supplier of the underlying travel or lifestyle services.

4.6 The relevant organiser or Supplier remains responsible for operating and delivering its own services in accordance with its terms and applicable law.

4.7 Velvet Hippo does not own, operate or control airlines, hotels, villas, cruise lines, venues, restaurants, theatres, transport providers, excursion operators or other independent Suppliers.

4.8 We may refuse, suspend or stop work where we reasonably consider that an instruction is unlawful, unsafe, unethical, inadequately funded, incompatible with Supplier requirements or likely to expose Velvet Hippo or another party to unacceptable legal, financial, regulatory or reputational risk.

5. LICENCE HOLDER, BOOKING PROVIDERS AND SUPPLIERS

5.1 Travel bookings are generally made through Colletts Travel Limited and arranged under its licence, with the company acting as licence holder. Colletts Travel Limited’s applicable booking terms form part of the contractual arrangements and should be read alongside these Terms.

Leisure booking terms
Corporate booking terms

5.2 Velvet Hippo may use other specialist suppliers or booking systems for theatre, entertainment, hospitality, transfers, experiences and lifestyle services. Their own terms may also apply.

5.3 The use of another Booking Provider or Supplier does not necessarily reduce the level of service provided by Velvet Hippo, but different contractual, payment, amendment, cancellation and financial-protection terms may apply.

5.4 We will identify the relevant Booking Provider, organiser or Supplier in the proposal, invoice, confirmation or accompanying documentation where reasonably practicable.

5.5 Supplier terms may contain stricter provisions than these terms, including in relation to deposits, payment deadlines, cancellation charges, name changes, refunds, baggage, check-in, property damage, conduct, minimum stays, occupancy and security deposits.

6. LEISURE, CORPORATE AND OTHER BOOKINGS

6.1 Consumer leisure bookings may benefit from statutory consumer rights, package-travel protections or other financial protection, depending on how the booking is structured.

6.2 Where a booking constitutes a Package, the organiser identified in the booking confirmation and associated documentation will be responsible for the Package in accordance with its booking conditions and applicable law.

6.3 Where a booking consists of a single travel service, or is arranged on an agency basis, your contract for that service will normally be with the organiser or Supplier identified in the booking documentation. Their terms and conditions will apply.

6.4 Velvet Hippo acts as an independent travel adviser and booking intermediary. Unless expressly confirmed otherwise in Writing, Velvet Hippo is not the organiser of a Package or the principal provider of the underlying travel services.

6.5 Corporate or business Bookings may be governed by separate corporate terms, a framework agreement, company travel policy, credit agreement or Supplier contract.

6.6 Business travel arranged under a qualifying general agreement may not benefit from the consumer protections ordinarily applying to Packages.

7. PACKAGES AND FINANCIAL PROTECTION

7.1 Some combinations of Travel Arrangements may constitute a Package under the Package Travel and Linked Travel Arrangements Regulations 2018.

7.2 The organiser of any Package will be identified in the relevant booking documentation.

7.3 Unless expressly confirmed otherwise in Writing, Velvet Hippo is not the organiser of the Package.

7.4 The organiser is responsible for the proper performance of the Package and for providing any financial protection required by law.

7.5 Any financial protection applicable to a Booking will be confirmed in the relevant booking documentation.

7.6 Where a Booking is made under the licence of Colletts Travel Limited, please refer to its Booking Terms and Conditions for full details of the applicable terms, conditions and protection.

8. ENQUIRIES, PROPOSALS AND QUOTATIONS

8.1 We will use the information you provide to research and curate appropriate Travel Arrangements.

8.2 A proposal, Travel Options document, itinerary, availability check, recommendation or quotation is not a confirmed Booking.

8.3 Travel prices and availability are dynamic and may change at any time before confirmation.

8.4 Unless expressly stated otherwise, prices and availability quoted by Velvet Hippo are valid for a maximum of four hours from the time the quotation is sent.

8.5 A Supplier may impose a shorter ticketing or booking deadline, in which case the shorter deadline will apply.

8.6 If payment or confirmation is not received within the stated period:

a. the quoted price may no longer be available;

b. the selected room, fare, ticket or service may be released;

c. benefits or upgrades may no longer apply; and

d. we may need to provide an updated quotation.

8.7 We do not guarantee that a quoted price or Travel Arrangement will remain available until payment has cleared and confirmation has been issued.

8.8 Descriptions, photographs, classifications, reviews and facilities information may be supplied by third parties. We will take reasonable care when presenting them but cannot guarantee that every Supplier description or image is completely current.

8.9 References to “luxury”, “five-star”, “premium”, “VIP” or similar descriptions are based on Supplier classifications, industry descriptions and our professional assessment. Standards may differ between destinations and Suppliers.

9. MAKING AND CONFIRMING A BOOKING

9.1 Before instructing us to proceed, you must check all information contained in the quotation or proposal.

9.2 This includes:

a. passenger names and spellings;

b. dates of birth and ages;

c. travel dates;

d. destinations, airports and terminals;

e. flight routes and timings;

f. hotel and room types;

g. occupancy;

h. baggage allowances;

i. ticket categories and seating;

j. transfer details;

k. passport, visa and entry requirements;

l. accessibility and medical requirements;

m. cancellation terms; and

n. payment deadlines.

9.3 A Booking is not confirmed merely because you have made a payment to Velvet Hippo.

9.4 A Booking becomes confirmed when the relevant Booking Provider, organiser or Supplier has accepted the Booking and written confirmation, a booking reference, ticket, voucher or equivalent documentation has been issued.

9.5 Some arrangements require immediate payment and become non-refundable immediately upon confirmation.

9.6 Once you authorise us to proceed, you authorise Velvet Hippo to commit the required funds and accept the applicable Supplier terms on your behalf.

9.7 You must check all confirmation documents immediately and notify us of any error without delay.

9.8 A delay in reporting an error may result in additional fees, fare differences, cancellation charges or an inability to correct the Booking.

9.9 We are not responsible for errors in information supplied by you, including incorrect names, dates, traveller details, passport information or contact information.

10. LEAD BOOKER AND CLIENT AUTHORITY

10.1 The Lead Booker is responsible for communications and decisions relating to the Booking.

10.2 We are entitled to rely on instructions provided by the Lead Booker or an authorised corporate contact.

10.3 The Lead Booker must ensure that all travellers:

a. receive the relevant terms and documents;

b. understand the arrangements being booked;

c. provide accurate personal information;

d. comply with Supplier requirements; and

e. pay any sums for which they are responsible.

10.4 A corporate client is responsible for instructions given by its directors, employees, travel bookers and other persons who reasonably appear authorised to act on its behalf.

10.5 We may require written authority before accepting instructions from another person or changing the Lead Booker.

11. PAYMENTS AND CLIENT TRAVEL MONEY

11.1 Velvet Hippo may invoice you directly and may accept payment by:

a. secure payment link;

b. debit or credit card;

c. bank transfer; or

d. another method agreed in Writing.

11.2 For some Bookings, you may instead be required to pay the licence holder, another Booking Provider or a Supplier directly.

11.3 The required payment recipient and method will be stated in the invoice, payment request or booking communication.

11.4 Where Velvet Hippo is authorised to receive payment for Travel Arrangements, we receive that money for application to the relevant Booking and onward settlement with the Booking Provider, organiser or Supplier.

11.5 Travel money received for a particular Booking is separate in purpose from Velvet Hippo’s earned planning fees, service fees, administration fees, commissions or margins.

11.6 Payment to Velvet Hippo will be recognised for the relevant Booking only where:

a. we have issued or authorised the invoice or payment request;

b. the payment is made using the stated method;

c. cleared funds are received; and

d. we are authorised to receive that payment under the applicable booking arrangement.

11.7 Payment to any employee, contractor, adviser or other person outside an authorised Velvet Hippo payment process will not constitute valid payment.

11.8 Receipt of payment does not itself guarantee that the Booking has been confirmed. Confirmation remains subject to Supplier acceptance, availability and issuance of the relevant booking documentation.

11.9 An invoice or receipt may separately identify travel costs, Velvet Hippo professional fees, Supplier charges and any other amounts payable.

11.10 Bank-transfer payments are treated as received only when cleared funds appear in the nominated account.

11.11 You are responsible for ensuring that you use the correct account details. You should verify any unexpected change of bank details with us using a known telephone number before making payment.

11.12 We will not add a separate surcharge merely because a consumer chooses to pay using an ordinary personal debit card, credit card or electronic payment method where such a surcharge would be prohibited by law.

11.13 Our quoted total price may include reasonable booking, administration, payment-processing, professional or service costs, provided that the total amount payable is disclosed before you commit to the Booking.

11.14 You are responsible for charges made by your own bank or card issuer, including foreign-exchange fees and international transfer charges.

12. FEES, COMMISSION AND REMUNERATION

12.1 Velvet Hippo provides professional travel planning and concierge expertise and may be remunerated through:

a. commission paid by a Booking Provider or Supplier;

b. a margin included within the total price;

c. a separate planning, booking, concierge or service fee;

d. an amendment or administration fee;

e. a membership or retainer fee; or

f. a combination of these methods.

12.2 We may receive commission from the relevant licence holder, Booking Provider or Supplier after the Travel Arrangement has been completed.

12.3 The fact that commission is available will not knowingly determine our recommendations where an option is unsuitable for the client.

12.4 Separate Velvet Hippo fees will be disclosed before they are incurred.

12.5 Unless agreed otherwise, professional fees cover the expertise, time, research, itinerary design, sourcing, Supplier engagement, administration, communication and capacity reserved for your instruction.

12.6 A professional fee may remain payable even where:

a. you decide not to proceed after work has begun;

b. you cancel a Booking;

c. a Supplier element is refundable; or

d. you use the research or proposal to book independently.

12.7 Any fee retained following cancellation will be reasonable and proportionate to the work performed, costs incurred and contractual commitments made, subject to your statutory rights.

12.8 Supplier commissions and Velvet Hippo fees are distinct from the cost of the underlying Travel Arrangements and may not benefit from any financial protection applicable to those arrangements.

13. DEPOSITS, BALANCES AND PAYMENT DEADLINES

13.1 The required deposit, payment schedule and final-balance date will be stated before or at the time of Booking.

13.2 A deposit may be required to secure availability, reserve Supplier capacity and authorise work.

13.3 The amount and refundability of a deposit depend on the relevant Booking Provider and Supplier terms.

13.4 Some arrangements require:

a. a deposit greater than 10%;

b. full payment at the time of Booking;

c. immediate ticketing;

d. a non-refundable commitment; or

e. staged payments.

13.5 Where a Supplier requires a non-refundable payment, the relevant amount may become non-refundable immediately once the Booking is confirmed.

13.6 You must pay all balances by the deadline shown on the invoice or booking confirmation.

13.7 If payment is not received on time:

a. the Booking may not be confirmed;

b. tickets may not be issued;

c. a Supplier may release the reservation;

d. a confirmed Booking may be cancelled;

e. cancellation charges may apply; and

f. prices may need to be recalculated.

13.8 Velvet Hippo is not required to use its own funds or credit facilities to finance a client Booking.

13.9 Credit or deferred payment is available only where expressly agreed in Writing.

13.10 Business Clients must pay invoices within the stated period. We may claim statutory interest, compensation and reasonable recovery costs where legally available.

14. PRICES, CURRENCY AND ADDITIONAL COSTS

14.1 Prices may be quoted in pounds sterling or another currency.

14.2 Before confirmation, prices may change because of:

a. Supplier repricing;

b. fare or room availability;

c. currency fluctuations;

d. changes in taxes or government charges;

e. fuel or energy costs;

f. booking or ticketing deadlines;

g. event demand; or

h. correction of an obvious error.

14.3 If a genuine pricing error is identified before confirmation, we may withdraw or correct the quotation.

14.4 If a confirmed Package price may lawfully be changed, any increase or reduction will be governed by the organiser’s terms and applicable Package Travel law.

14.5 Unless expressly included, the price may exclude:

a. resort fees and city taxes payable locally;

b. security or damage deposits;

c. baggage and seat-selection charges;

d. visas and entry authorisations;

e. vaccinations or health documentation;

f. gratuities;

g. parking, tolls and fuel;

h. minibar, room service and hotel extras;

i. optional excursions or experiences;

j. local transport; and

k. charges arising from client-requested changes.

14.6 Benefits, upgrades, credits, amenities and preferred-partner privileges remain subject to Supplier confirmation and availability.

15. AMENDMENTS REQUESTED BY YOU

15.1 Amendment requests must be made in Writing by the Lead Booker or authorised client contact.

15.2 Amendments are subject to availability and approval by the relevant Booking Provider or Supplier.

15.3 An amendment may involve:

a. Supplier amendment charges;

b. a fare or rate difference;

c. cancellation and rebooking;

d. loss of an offer or benefit;

e. additional taxes;

f. Velvet Hippo administration fees; or

g. a completely new quotation.

15.4 Flights, event tickets, theatre tickets, villas, cruises, special rates and personalised arrangements may be non-changeable.

15.5 A name correction may be treated by an airline or Supplier as cancellation and rebooking.

15.6 No amendment will be confirmed until all additional amounts have been paid or authorised.

15.7 We may refuse an amendment that is unlawful, unsafe, impossible, rejected by the Supplier or requested too late to process reasonably.

16. CANCELLATION BY YOU

16.1 Cancellation must be requested in Writing by the Lead Booker or authorised client contact.

16.2 Cancellation takes effect when received by Velvet Hippo during our normal working hours and acknowledged by us, subject to any different Supplier deadline.

16.3 Cancellation charges will depend on:

a. the organiser or Supplier terms;

b. the type of Travel Arrangement;

c. the date of cancellation;

d. payments already committed;

e. recoverable Supplier amounts;

f. professional work already performed; and

g. any statutory rights applying to the Booking.

16.4 Where a Package is arranged under the licence of Colletts Travel Limited, the cancellation provisions in its applicable Booking Terms and Conditions will apply.

16.5 Where an arrangement is made on an agency basis for another Supplier, that Supplier’s cancellation terms will apply.

16.6 Some Travel Arrangements may carry cancellation charges of up to 100% from the point of confirmation.

16.7 This may include:

a. airline tickets;

b. private aviation;

c. villas and private residences;

d. cruises and yacht charters;

e. theatre, sports, concert and event tickets;

f. hospitality packages;

g. restaurant deposits;

h. private guides;

i. chauffeurs and transfers;

j. personalised experiences; and

k. bespoke celebrations and concierge arrangements.

16.8 Cancellation charges may include non-refundable Supplier costs and Velvet Hippo’s reasonable fees for work already carried out.

16.9 Where a Supplier recovery or resale reduces the actual cancellation loss, this will be taken into account where required by law or the applicable terms.

16.10 Travel insurance should be used to claim eligible cancellation losses.

16.11 A failure to travel, no-show, denied boarding, late arrival, refused entry or voluntary early departure will generally be treated as cancellation, and unused services may not be refundable.

17. CHANGES OR CANCELLATION BY A SUPPLIER OR ORGANISER

17.1 Airlines, hotels, tour operators, venues and other Suppliers may change or cancel Travel Arrangements.

17.2 Where we are notified of a change or cancellation, we will pass the information to you as soon as reasonably practicable.

17.3 Your rights will depend on:

a. the nature and significance of the change;

b. whether the Booking is a Package;

c. the identity of the organiser or Supplier;

d. the applicable Supplier terms; and

e. relevant consumer law.

17.4 Where Velvet Hippo is acting as agent, the decision to offer a refund, credit, alternative arrangement or compensation normally rests with the relevant Supplier or organiser.

17.5 Where a Package organiser is legally responsible, the organiser must provide the rights and remedies required by Package Travel law.

17.6 If a replacement arrangement is available, it may differ in route, timing, location, category, Supplier or value.

17.7 We will not commit you to a materially more expensive alternative without your authorisation unless immediate emergency action is reasonably necessary and prior contact is impossible.

18. REFUNDS, CREDITS AND CHARGEBACKS

18.1 Refund entitlement depends on the applicable Booking and Supplier terms and any statutory rights.

18.2 Where Velvet Hippo has received the original payment, a refund may be returned through Velvet Hippo after the relevant funds have been released by the Booking Provider, organiser or Supplier.

18.3 Where you paid the Booking Provider or Supplier directly, the refund may be made directly by that party.

18.4 Where Velvet Hippo is acting only as agent, we are not required to fund a Supplier refund from our own money unless the law requires otherwise or the failure arose from our own breach.

18.5 Refunds will normally be returned to the original payment method.

18.6 Refund amounts may be affected by:

a. Supplier cancellation charges;

b. non-refundable professional fees;

c. exchange-rate movements;

d. bank or payment-provider charges;

e. taxes that are not recoverable; and

f. amounts properly set off against sums owed.

18.7 No refund is normally available for voluntarily unused services, missed meals, unused nights, missed transfers, unused tickets or early departure unless the applicable terms or law provide otherwise.

18.8 You must not initiate a chargeback for a sum that is legitimately due, where the relevant service has been supplied or while a valid refund request is still being processed within the applicable timeframe.

18.9 Nothing in these terms prevents you from exercising a lawful card, chargeback or consumer-credit right.

19. FLIGHTS

19.1 Flights are subject to airline terms, fare rules and conditions of carriage.

19.2 Airline tickets may be:

a. non-refundable;

b. non-transferable;

c. non-changeable;

d. partly refundable; or

e. subject to fare differences and reissue charges.

19.3 Traveller names must match the relevant passport or identity document exactly.

19.4 You are responsible for checking:

a. baggage allowances;

b. seat reservations;

c. check-in times;

d. airport and terminal details;

e. connection times;

f. passport, visa and transit requirements; and

g. airline health and security rules.

19.5 Flight times, routes, aircraft, terminals and operating carriers may change.

19.6 Velvet Hippo does not control airline scheduling, denied boarding, baggage handling, security decisions or airport operations.

19.7 Where separate tickets or self-connections are used, you must allow sufficient time for immigration, baggage collection, terminal transfers and re-check-in.

19.8 Unless expressly stated, one Supplier is not responsible for a missed separately ticketed onward service caused by another Supplier.

19.9 Any financial protection applicable to a flight booking will be confirmed in the relevant booking documentation.

20. ACCOMMODATION, VILLAS AND RESIDENCES

20.1 Accommodation is operated by independent Suppliers.

20.2 Velvet Hippo does not own, manage, inspect or audit accommodation unless expressly stated.

20.3 We may rely on Supplier descriptions, photographs, classifications and destination information.

20.4 Star ratings and accommodation standards vary by country and rating body.

20.5 Unless guaranteed in Writing, the following are requests only:

a. room location;

b. views;

c. adjoining or connecting rooms;

d. specific floors;

e. bed configuration;

f. early check-in;

g. late check-out; and

h. upgrades or amenities.

20.6 Facilities may be seasonal, weather-dependent, capacity-controlled or unavailable because of maintenance, refurbishment or local restrictions.

20.7 Villas, residences and private accommodation may have separate contracts covering:

a. guest lists and occupancy;

b. age restrictions;

c. damage or security deposits;

d. events and visitors;

e. pets and smoking;

f. noise and house rules;

g. utilities and staff charges;

h. arrival procedures; and

i. strict cancellation conditions.

20.8 You are responsible for damage, breakages, additional cleaning, unauthorised guests, nuisance and other charges caused by you or members of your party.

21. EVENTS, THEATRE, DINING AND CONCIERGE SERVICES

21.1 Velvet Hippo may arrange theatre, entertainment, sporting events, concerts, hospitality, restaurants, guides, excursions, celebrations, airport assistance, personal shopping, wellness and other lifestyle services.

21.2 We may use the relevant licence holder or a specialist booking system, platform, agent or Supplier for these arrangements.

21.3 Tickets and reservations may become non-refundable immediately upon confirmation.

21.4 Services may be subject to:

a. age restrictions;

b. dress codes;

c. venue rules;

d. identification requirements;

e. security searches;

f. health and safety conditions;

g. weather;

h. performer or event changes; and

i. local law.

21.5 We cannot guarantee access to sold-out events, particular tables, specific seats, upgrades, backstage areas, celebrity access or other discretionary benefits unless confirmed by the Supplier in Writing.

21.6 Tickets obtained through authorised resale, hospitality or specialist channels may be priced above their original face value. This will be disclosed where known and legally required.

21.7 Unusual, urgent, sensitive or high-value requests may require additional verification, payment or written authority.

22. GROUND TRANSPORT AND CAR HIRE

22.1 Transfers, chauffeurs, taxis, car hire, rail services, meet-and-greet and airport assistance are supplied by independent providers.

22.2 Journey times are estimates and may be affected by traffic, weather, strikes, road closures, security incidents and operational disruption.

22.3 You must provide accurate:

a. flight details;

b. pickup times and addresses;

c. passenger numbers;

d. luggage requirements;

e. child-seat requirements;

f. accessibility requirements; and

g. contact details.

22.4 Additional waiting time, parking, tolls, fuel, route changes, extra stops and out-of-hours services may incur additional charges.

22.5 Car-hire clients must comply with licence, age, deposit, payment-card and insurance requirements imposed by the rental company.

22.6 Velvet Hippo is not responsible for a missed flight, event or appointment caused by client lateness, inaccurate information, insufficient time allowance or disruption outside our reasonable control.

23. PASSPORTS, VISAS, HEALTH AND TRAVEL INSURANCE

23.1 Every traveller is responsible for meeting all passport, visa, transit, immigration, customs, health and entry requirements.

23.2 Requirements may vary according to:

a. nationality;

b. passport type;

c. residence status;

d. destination;

e. transit route;

f. purpose of travel; and

g. personal circumstances.

23.3 Information provided by Velvet Hippo is general guidance only and is not legal, immigration, medical or consular advice.

23.4 You should check official travel advice before booking and again before departure.

23.5 For current UK Government travel advice, visit:

gov.uk/foreign-travel-advice

23.6 Comprehensive travel insurance is strongly recommended from the time of Booking.

23.7 Insurance should be suitable for:

a. the full value of the Booking;

b. cancellation and curtailment;

c. medical treatment and repatriation;

d. pre-existing medical conditions;

e. baggage and personal possessions;

f. disruption and delays;

g. planned activities; and

h. Supplier failure where appropriate.

23.8 Velvet Hippo does not provide regulated insurance advice unless expressly confirmed.

23.9 We are not responsible for losses arising from a failure to obtain suitable insurance, passports, visas, entry documents or medical clearance unless caused by our own negligence.

24. ACCESSIBILITY, MEDICAL NEEDS AND SPECIAL REQUESTS

24.1 You must tell us before Booking about any:

a. mobility or accessibility need;

b. medical condition;

c. allergy or dietary requirement;

d. pregnancy;

e. sensory or communication need;

f. neurodiversity-related requirement;

g. requirement for medication or equipment; or

h. other circumstance that may affect suitability or safe participation.

24.2 We will pass relevant information to the appropriate Supplier where necessary.

24.3 Medical and accessibility information may constitute sensitive personal data and will be handled in accordance with our Privacy Policy.

24.4 Special requests are not guaranteed unless the relevant Supplier confirms them in Writing.

24.5 A Supplier may require medical certification or may reasonably decline a Booking where it cannot safely accommodate a traveller’s needs.

24.6 Additional equipment, assistance, suitable rooms or specialist transport may incur additional costs.

24.7 Velvet Hippo does not carry out technical accessibility or safety audits of third-party premises or services.

25. CLIENT AND TRAVELLER CONDUCT

25.1 Clients and travellers must behave lawfully, safely and respectfully.

25.2 Suppliers may refuse service or remove a traveller because of:

a. violence, threats or abusive behaviour;

b. intoxication;

c. property damage;

d. nuisance;

e. security concerns;

f. unlawful conduct;

g. breach of house or venue rules; or

h. failure to follow reasonable safety instructions.

25.3 No refund will normally be due where service is refused or terminated because of traveller misconduct or breach of Supplier terms.

25.4 You are responsible for losses, fines, damage, additional cleaning, legal costs and Supplier charges caused by you or your party.

25.5 Velvet Hippo will not arrange unlawful, exploitative, discriminatory, corrupt, sanctions-breaching or otherwise unethical services.

26. EVENTS OUTSIDE OUR CONTROL

26.1 Travel may be affected by events outside our reasonable control, including:

a. war or threat of war;

b. terrorism;

c. civil unrest;

d. natural disaster;

e. severe weather;

f. fire or flood;

g. epidemic or pandemic;

h. government action;

i. border, airport or airspace closure;

j. strikes and industrial action;

k. transport or utility failure;

l. cyber or communications failure;

m. security incidents; and

n. Supplier operational decisions.

26.2 Where disruption occurs, we will provide reasonable assistance within the scope of your Booking and any legal obligations applying to us.

26.3 Replacement arrangements and additional services may involve additional costs.

26.4 Subject to statutory Package Travel rights, we are not responsible for loss caused by an event outside our reasonable control where we could not have avoided the consequences despite taking reasonable measures.

26.5 Nothing in this section removes a traveller’s mandatory rights to assistance, alternatives, refunds, price reductions or compensation where applicable.

27. IN-TRIP AND EMERGENCY SUPPORT

27.1 Velvet Hippo may provide in-trip support, Supplier liaison and urgent rearrangement assistance.

27.2 The level and availability of support may depend on:

a. the Booking;

b. any membership or retainer;

c. the time zone;

d. Supplier availability;

e. connectivity;

f. the nature of the issue; and

g. whether payment authority is available.

27.3 Velvet Hippo’s support does not replace:

a. emergency services;

b. medical treatment;

c. travel insurance;

d. airline or hotel operational support;

e. government or consular assistance; or

f. legal advice.

27.4 Unless included in the Booking, substantial out-of-hours or emergency rearrangement work may incur an additional professional fee.

27.5 New flights, accommodation, transfers, upgrades and other replacement arrangements remain payable by the client unless covered by the Supplier, organiser or insurer.

27.6 In a genuine emergency, travellers should first contact the appropriate local emergency service.

28. SUPPLIER FAILURE AND INSOLVENCY

28.1 We take reasonable care when selecting Booking Providers and Suppliers but cannot guarantee their continuing solvency or operational performance.

28.2 If a Supplier fails, cancels or ceases trading, your rights may depend on:

a. whether the Booking is a Package;

b. the named Package organiser;

c. any applicable statutory or contractual financial protection;

d. the Supplier contract;

e. travel insurance;

f. card or chargeback rights; and

g. amounts recoverable from the Supplier.

28.3 Where Velvet Hippo acts only as agent or intermediary, we are not responsible for Supplier insolvency or non-performance unless the loss was caused by our own negligence or the law provides otherwise.

28.4 We may assist with Supplier communications, insurance evidence and recovery requests, but cannot guarantee recovery.

28.5 Additional recovery or administration work may be chargeable where it falls outside the original service.

29. IDENTITY, FRAUD AND SANCTIONS CHECKS

29.1 We may carry out proportionate identity, fraud, payment, sanctions and booking-legitimacy checks.

29.2 We may request:

a. identification documents;

b. proof of address;

c. payment-card verification;

d. company details;

e. confirmation of authority;

f. traveller information;

g. source-of-funds information; or

h. the purpose of a Booking.

29.3 We may delay, refuse or cancel an instruction where:

a. required information is not supplied;

b. information appears inaccurate;

c. payment appears unauthorised;

d. a sanctions or fraud concern arises; or

e. proceeding would create legal, regulatory or financial risk.

29.4 We are not responsible for price or availability changes caused by a reasonable verification process or the client’s failure to provide required information promptly.

30. DATA PROTECTION AND COMMUNICATIONS

30.1 We process personal information in accordance with applicable data protection law and our Privacy Policy.

30.2 Our Privacy Policy is available at:

velvethippo.co.uk/privacy

30.3 We may process information including:

a. names and contact information;

b. dates of birth;

c. passport and identity information;

d. travel preferences;

e. payment information;

f. loyalty programme details;

g. dietary, health and accessibility information;

h. family and traveller information;

i. location and itinerary details; and

j. identity-verification information.

30.4 We may share necessary information with Booking Providers, Suppliers, payment providers, technology providers, insurers, advisers, authorities and destination partners.

30.5 Travel arrangements commonly require personal information to be transferred outside the United Kingdom.

30.6 The Lead Booker must ensure that all travellers understand that their information will be used and shared for booking, travel, payment, safety and support purposes.

30.7 We may communicate through email, telephone, SMS, WhatsApp, secure payment links, electronic-signature systems and other agreed channels.

30.8 You must tell us promptly if your contact details change or if you suspect that a communication or payment request is fraudulent.

30.9 Booking, payment, itinerary and disruption communications are service communications and may be sent where necessary to administer the Booking.

30.10 Marketing communications will be managed separately in accordance with applicable privacy and electronic-marketing rules.

31. CONFIDENTIALITY AND INTELLECTUAL PROPERTY

31.1 Velvet Hippo recognises that discretion is important to its clients and will treat Booking and traveller information confidentially, subject to necessary disclosures for providing the Services, complying with law and protecting legitimate interests.

31.2 Proposals, Travel Options documents, itineraries, recommendations, Supplier research, planning concepts and presentation materials prepared by Velvet Hippo remain our intellectual property unless agreed otherwise.

31.3 You may use those materials for the relevant personal or corporate Booking.

31.4 You must not copy, distribute, publish, resell or commercially exploit them without permission.

31.5 You must not use our work to avoid an agreed planning or service fee by booking the recommended arrangements directly after receiving our research.

31.6 We will not use identifiable client travel details, photographs or testimonials for public marketing without consent or another lawful basis.

32. WEBSITE CONTENT AND THIRD-PARTY LINKS

32.1 Website content is provided for general information and inspiration.

32.2 Website content does not constitute a confirmed offer, guarantee of availability or contractual promise.

32.3 Prices, properties, routes, experiences and benefits displayed online may change.

32.4 Links to third-party websites are provided for convenience. We are not responsible for the content, security, availability or privacy practices of third-party websites.

32.5 You should review the terms and privacy information of any third-party website before using it.

33. OUR RESPONSIBILITY AND LIABILITY

33.1 Nothing in these terms excludes or limits liability for:

a. death or personal injury caused by negligence;

b. fraud or fraudulent misrepresentation;

c. deliberate misconduct;

d. breach of rights that cannot lawfully be excluded; or

e. any other liability that cannot legally be limited.

33.2 Nothing in these terms removes rights available under the Package Travel and Linked Travel Arrangements Regulations 2018 or other mandatory consumer law.

33.3 Velvet Hippo is responsible for performing its own Services with reasonable care and skill.

33.4 Where we act as agent or intermediary, we are not responsible for the acts, omissions, operational decisions, insolvency or contractual breaches of independent Suppliers, except where:

a. the loss was caused by our negligence;

b. we made a materially misleading representation; or

c. mandatory law makes us responsible.

33.5 We are not responsible for losses that:

a. were not reasonably foreseeable when the contract was made;

b. result from inaccurate or incomplete information supplied by you;

c. could reasonably have been avoided by the client;

d. are covered or should reasonably have been covered by suitable travel insurance; or

e. arise from an event outside our reasonable control, subject to mandatory rights.

33.6 We are not liable to a consumer for losses arising from business activity, including loss of profit, revenue, opportunity or goodwill.

33.7 For Business Clients only, and subject to clause 33.1, Velvet Hippo will not be liable for indirect or consequential loss, loss of profit, loss of business, loss of anticipated savings or loss of goodwill.

33.8 For Business Clients only, and subject to clause 33.1, our total liability arising from our own Services in connection with a Booking will not exceed the total professional or service fees paid to Velvet Hippo for the affected Booking, unless a higher minimum liability is required by law.

33.9 Any limitation applying to Velvet Hippo also applies, to the extent permitted by law, to its directors, employees, consultants and contractors.

33.10 You must take reasonable steps to reduce loss, including raising problems promptly, preserving evidence, following reasonable advice and using available insurance.

34. CONSUMER CANCELLATION RIGHTS FOR VELVET HIPPO SERVICES

34.1 Travel, accommodation, passenger transport, car hire, catering and leisure services supplied for a specific date or period generally do not carry a standard 14-day cooling-off right.

34.2 A separate contract for Velvet Hippo planning or concierge Services may carry statutory cancellation rights where it is entered into online, by telephone or away from our business premises.

34.3 Where such rights apply, you may ask us to begin providing the Services during the cancellation period.

34.4 By asking us to begin immediately, you agree that:

a. we may start work before the cancellation period expires;

b. if you cancel after work begins, you may be required to pay a proportionate amount for Services already supplied; and

c. if the Services are fully performed after your express request and acknowledgement, your cancellation right may end.

34.5 Any applicable cancellation information will be provided before you commit to the relevant separate service.

35. COMPLAINTS

35.1 If a problem occurs during travel, you should report it immediately to the relevant Supplier and contact Velvet Hippo as soon as reasonably possible.

35.2 Prompt reporting gives the Supplier, organiser and Velvet Hippo an opportunity to investigate and attempt to resolve the problem.

35.3 Failure to report a problem while it is occurring may affect the available remedy where the issue could reasonably have been addressed at the time.

35.4 After travel, complaints should be submitted in Writing as soon as reasonably possible and preferably within 28 days of return.

35.5 Please include:

a. the Booking reference;

b. traveller names;

c. relevant dates;

d. a clear description of the issue;

e. details of who was notified;

f. photographs, receipts or supporting documents; and

g. the remedy requested.

35.6 You may send a complaint to the email address from which your Booking confirmation was issued or use the contact details published on our website.

35.7 We may need to contact the relevant licence holder, Booking Provider, organiser or Supplier before providing a substantive response.

35.8 Where the booking was made through Colletts Travel Limited, its complaints procedure and any dispute-resolution process identified in its Booking Terms and Conditions may apply.

35.9 We encourage both parties to attempt to resolve disputes through good-faith correspondence before commencing legal proceedings.

35.10 Nothing in this section prevents either party from seeking urgent legal relief, contacting a regulator or exercising a statutory right.

36. CORPORATE, GROUP AND HIGH-VALUE BOOKINGS

36.1 Corporate, group and high-value Bookings may require:

a. a separate written agreement;

b. enhanced identity or authority checks;

c. staged payments;

d. stricter cancellation terms;

e. rooming or passenger lists;

f. security deposits;

g. corporate credit approval;

h. insurance evidence; and

i. dedicated account-management fees.

36.2 A Business Client is responsible for all Bookings properly authorised on its account.

36.3 The Business Client is also responsible for the conduct and charges of its employees, directors, contractors, guests and travellers.

36.4 Unless expressly agreed, Velvet Hippo is not responsible for:

a. internal travel-policy compliance;

b. employee approval processes;

c. tax or expense treatment;

d. business visa or work-permit advice;

e. immigration compliance; or

f. the client’s internal governance.

36.5 A Business Client must notify us immediately when an authorised booker leaves the organisation or their authority changes.

36.6 Business Clients may be required to enter into a separate corporate framework agreement before credit or regular booking facilities are made available.

37. GENERAL LEGAL TERMS

37.1 These terms, together with the relevant quotation, confirmation, invoice, Supplier terms and financial-protection documentation, form the agreement relating to the relevant Services.

37.2 No variation is effective unless agreed in Writing.

37.3 We may update these terms from time to time. The version applying to a Booking will normally be the version accepted when that Booking is confirmed.

37.4 If any provision is found invalid or unenforceable, the remaining provisions will continue to apply.

37.5 A delay in enforcing a right does not waive that right.

37.6 You may not transfer your rights or Booking without our consent and any required Supplier approval.

37.7 Velvet Hippo may use Booking Providers, Suppliers, contractors and technology providers to perform or support its obligations.

37.8 Except where expressly stated, no person other than the parties to the relevant agreement has a right to enforce these terms under the Contracts (Rights of Third Parties) Act 1999.

37.9 These terms are governed by English law.

37.10 Consumers living in England or Wales may bring proceedings in the courts of England and Wales.

37.11 Consumers living in Scotland or Northern Ireland may also have the right to bring proceedings in their local courts.

37.12 Business Clients agree that the courts of England and Wales will have exclusive jurisdiction.

38. COMPANY AND CONTACT INFORMATION

Velvet Hippo Ltd

Registered in England and Wales under company number 17223465

Registered office:

167–169 Great Portland Street
London
W1W 5PF

Office: +44 (0)20 3051 2325
Website: velvethippo.co.uk

Velvet Hippo Ltd is independently owned and operated. Travel bookings are made through Colletts Travel Limited and arranged under its licence, with the company acting as licence holder. For full details of the applicable booking terms, conditions and protection, please refer to Colletts Travel Limited’s Booking Terms and Conditions.