Dream Escape General Terms and Conditions
These terms and conditions (“the Conditions”) form part of the agreement (“the Agreement”) between Dream Escape and you. Dream Escape is the trading name of Dream Escape Ltd, a limited company incorporated in Scotland (SC330390) whose registered office is at 10a Great King Street, Edinburgh, Midlothian EH3 6QL, Scotland and is referred to in these Conditions as ‘we’, ‘us’ or ‘our’. Before booking with us you should read the Conditions carefully.
If any of these Conditions are invalid or unenforceable the remainder will not be affected and will remain valid and enforceable.
The Agreement shall be governed in accordance with Scottish Law and you hereby agree to submit to the exclusive jurisdiction of the Scottish Courts in relation to any dispute or other matter arising therefrom.
You must ensure that the full names and personal information given to us at the time of booking are accurate in all respects and match the information shown on your passport.
Any notification to be given in writing under the Conditions should be given by letter or email.
Programme Confirmation and Price and Payment structure
You will be notified at the time of booking of the price (“the Price”) of the transportation, accommodation, visits, activities and guides and other services you have booked with us (“the Programme”). We are under no obligation to give a breakdown of the costs involved in the Programme. All charges are inclusive of VAT at the rate applicable at the time of booking (or such other rate as shall apply by operation of law) unless specified otherwise.
The Price and any increase or increases thereto shall be quoted in GBP Sterling for UK Programmes and EUROS for Ireland Programmes. Payment should be made in GBP Sterling or EUROS respectively by credit card or debit card or bank transfer to the account details set out on the Dream Escape Invoice. There are no fees from Dream Escape for any payment method. For the avoidance of doubt, the financial commitments offered by us mean that we will not be able to reduce the Price even if the GBP Sterling or EURO value decreases after the date of booking.
The deposit (the “Deposit”) shall amount to 30% of the Price or such other amount as shall be agreed between us and should be paid at the time of booking with the balance of the Price to be paid no later than 60 days prior to departure. By paying the Deposit you are concluding the Agreement and accepting the Conditions. If the start of the Programme is within 60 days of the date of booking, full payment will be required. If you fail to make payment within these timescales, we will treat your booking as cancelled and levy the cancellation charges set out below.
We reserve the right to notify you of an increase in the Price. If any increase or increases either alone or together amount to more than 20% of the Price, you will be entitled to cancel in full provided you do so in writing within 14 days of the date on which we intimated to you the increase in the Price. If you cancel in these circumstances, you will not be entitled to repayment of the Deposit.
Where the Programme includes (i) bespoke experiences including but not limited to helicopter trips, private cruises or exclusive visits or (ii) tickets including but not limited to those for travel, attractions or visits, these bespoke experiences and tickets shall not be purchased until we have received from you confirmation in writing of their booking by you and payment for them received from you in full. Such payment is non-refundable.
Amendments and Cancellations
If you wish to make any amendments to the Programme after booking, you must do so in writing no later than 14 days before the start of the Programme. We will try but cannot promise to meet any request. Any amendment will be subject to (i) approval and any additional conditions imposed by our suppliers and (ii) payment by you at the time of the amendment of any additional costs.
We will charge an administration fee of £30 per person in your party where a request for an amendment is received by us 60 or more days prior to the start of your Programme and £50 per person if received less than 60 days prior to the start of your Programme. This charge is non-refundable.
As we put in place the arrangements necessary to enable us to offer the Programme many months in advance, we may occasionally have to make amendments to the Programme and reserve the right to do so at any time.
If you cancel the Programme after booking, the following charges are applicable based on the number of days before the start of the Programme on which we receive in writing your cancellation:
60 days or more: 30% of total Programme price
43-59 days: 50% of total Programme price
31-42 days: 75% of total Programme price
30 days or less or “no show”: 100% of total Programme price
Limitations of our liability to you
We accept responsibility for ensuring the proper performance of the Programme using reasonable care and skill but cannot accept responsibility where we have used such care and skill or for any non-performance caused by circumstances beyond our control or those of our suppliers or agents including but not limited to:
Safety is our primary concern. If it is necessary to modify the itinerary due to weather, we will endeavour to add other sights and activities to replace those omitted.
We cannot stress enough the importance of you taking out by the time of your booking adequate insurance against cancellation charge, unexpected curtailment of your holiday, medical expenses arising overseas, loss or damage to luggage and personal liability claims against you.
We will not use any personal data relating to you which we hold at any time for any purpose other than in connection with the Programme.
We will not pass on such data to third parties except where necessary to provide you with the Programme unless authorised by you. In that regard, you consent to this information including but not limited to information on any disabilities or dietary requirements being supplied to our suppliers (including but not limited to hotels, staff and transport companies and any necessary public authorities).
If you have any special requirements (dietary, mobility or otherwise) you must inform us of these at the time of booking. Some properties, visits, experiences in the UK have very limited facilities for the disabled or travellers with limited mobility etc and we cannot guarantee that we will be able to meet your special requirements.
We will not be liable for failure to comply with the Agreement to the extent that such compliance is prevented, hindered or delayed by any cause beyond our control, including but not limited to, fire, storm, explosion, flood, natural disaster, weather conditions (including but not limited to heavy rainfall, hail, snow, fog or frost), labour disputes or strikes, outbreak of war, terrorism or terrorist attack, national emergency, civil disturbance, theft, failure of utility power supplies (telecommunications, electricity, water, gas etc), Act of God and the action of any Government or Government Agency.
You are responsible for the cost of any extras (including but not limited to hotel incidentals) incurred by you to our suppliers and for any damage caused by you during the period of the Programme.
If you lose any personal items during the period of the Programme, you must obtain a written report from the police to help with any insurance claim upon your return.
In the event that you have any cause for complaint during the Programme, you must notify the provider of the service (if applicable) and ourselves without delay at the time when such complaint arises.
Please use our Client Assistance Line 0845 260 0865 or we may be notified by email on firstname.lastname@example.org
Our obligation following your notification to us is to investigate matters and (where appropriate) make prompt efforts to find appropriate solutions.
It is not reasonable to take no action whilst on holiday, but then to write a letter or e-mail of complaint upon return. Please remember that we will be unable to help if you only mention the issue on your return from holiday.
"You were the heart and soul of the trip….I truly admired your sunny personality, sense of humor, organization and professionalism. You also demonstrated that a guide’s work is never done as you were constantly researching….. Did you ever rest??? "
Sharon Delano Frosch
"We want to thank you and the team from Dream Escape. All six of us in our group had a wonderful time, and we all agreed we owed that in large measure to the work of Dream Escape. From the onset of working with you, you demonstrated a tremendous knowledge about all the activities we wished to pursue —from playing golf to dining at excellent restaurants to seeing historical sites and the Tattoo and Fringe Festival. And, then you executed "
Thomas Cohen, Client
"THANK YOU a zillion times over for choosing/assigning Rosie to be with this family. She MADE the trip for them – there’s no other way to put it! "
Jill Jergel, Frontiers International Travel
"Our holiday in Scotland now tops their lists of best trips…… To their growing list of amazing and memorable first-time experiences, our sons may add fishing for trout and salmon on the River Tay; steering a motor boat on Loch Ness; and taking private guided tours on Culloden Moor Of the eight full days we were in Scotland, Alex and Mattie thought each and every day was the best"
Michael Guadarrama & Trammi Nguyen clients of Peter Carideo. CRC Travel
"All six of us were deeply moved by the whole experience. Bravo Dream Escape "
Max Levy, Direct client
"Thank you Karen and all of the staff and guides affiliated with Dream Escape…..the Flemings are having an awesome tour of Scotland. You all have made me look like a star! "
Joni Gerace, The Travel Society, LLC
"Thanks for all your help and we can chalk this one up as a big success! Our anniversary celebration was all we could have hoped for "
Clients of Courtney Regan Affiliate of Brownell Travel
"Rosie was MORE than outstanding – she went out of her way to help us in every regard...She was so knowledgeable – we all loved her"
Jill A. Jergel, Frontiers International Travel
"I cannot thank you, Nicola and all the Dream Escape “clan” for the wonderful care & attention you have provided, and are providing for my clients"
Cindy Evans, Travel Consultant
"I hope I have another opportunity to work with Dream Escape in the near future. The company is so professional, yet approachable and easy to work with. It has been a pleasure!"
Carole McFarland, Universal Travel
"Dream Escape is delivering in a superb manner. Jim Johnston is a great driver and one of the best guides we've had - I wish to very much thank the Dream Escape Team for fulfilling a Dream…"
Donald M. Davis, President, Luxury Travel, Inc.
"Thank you all so much it's great to have trusted friends on the ground to take care of our clients!"
Peter Carideo, CRC Travel
"The trip was great.... Dream Escape is the name of the game"
Ann Lipschitz, Worldview Travel
"Your level of service is just outstanding"
Debra Fini, VWTI
"Dream Escape don’t just organise trips – they create adventures"
Financial Times, How to Spend it
"It was, without doubt, one of the most spectacular weekends I have ever had"
"David Tobin’s an ace at getting inside private castles and estates and he’s well connected.... "
Conde Nast Traveller Magazine
"The level of service they provide is outstanding. They truly care about every aspect of the trip to ensure you have a fantastic stay. Rosie is a hidden gem of a tour guide. Just fabulous."
Yvonne Malka, Signature Travel Network, April 2018