01 Booking with BWW

BWW provides travel planning, coordination and travel-related services, including group trips, private trips, customised travel arrangements, accommodation bookings, flights, transportation, tours, activities and related services.

Depending on the booking, some services are provided directly by BWW while many travel components are booked through independent third-party suppliers.

A booking is only confirmed after:

• The required deposit or payment has been received.
• The payment has been successfully verified.
• The required traveller information has been provided.
• BWW has issued confirmation.

BWW reserves the right to decline a booking before confirmation where reasonably necessary.

02 Third-Party Suppliers

BWW arranges many travel services through independent third-party suppliers.

These may include:

• Airlines
• Hotels and accommodation providers
• Bus, coach and vehicle operators
• Transfer companies
• Tour operators and local destination partners
• Activity and attraction providers
• Restaurants
• Ticketing providers
• Ferry and rail operators
• Visa and travel-document processing partners
• Other travel-related service providers

Where a service is supplied by a third party, BWW acts as organiser, booking intermediary or coordinator and does not control the supplier’s day-to-day operations, schedules, policies or operational decisions.

Third-party services may be subject to the supplier’s own terms, cancellation policies, amendment rules, baggage rules, check-in requirements and refund procedures.

03 Third-Party Changes, Cancellations & Disruptions

BWW cannot guarantee that a third-party supplier will operate exactly as originally scheduled or advertised.

Suppliers may change or cancel:

• Flight times or flight numbers
• Routes
• Aircraft
• Departure or arrival airports
• Accommodation
• Rooms
• Transport vehicles
• Activity times
• Tours
• Transfers
• Schedules
• Other booking elements

If a change is made independently by a supplier and is outside BWW’s reasonable control, BWW is not responsible for the supplier’s decision itself.

BWW will make reasonable efforts to assist, including:

• Contacting the supplier
• Requesting clarification
• Obtaining alternatives
• Assisting with rebooking
• Requesting an eligible refund or credit
• Arranging a reasonable substitute where available
• Communicating updates

Nothing in these Terms excludes rights or liabilities that cannot lawfully be excluded.

04 Prices & Quotations

Prices are based on the information, exchange rates, supplier prices, taxes and availability known at the time the quotation or package is issued.

Unless expressly stated otherwise, prices may change before full confirmation if there are changes in:

• Airline fares
• Hotel rates
• Government taxes or levies
• Visa or entry fees
• Exchange rates
• Transportation costs
• Fuel charges
• Supplier fees
• Other third-party costs

Once a service is fully confirmed, BWW will not increase its own agreed service charge retrospectively.

05 Deposits

Unless expressly stated otherwise in writing, deposits secure travel arrangements and may immediately be committed to airlines, hotels, transport providers or other suppliers.

Deposits are generally non-refundable once committed to a supplier, except where:

• The supplier permits a refund.
• BWW expressly agrees otherwise in writing.
• Applicable law requires a refund.

06 Instalments & Final Payment

Where instalments are allowed, all payments must be completed by the stated deadline.

The traveller is responsible for monitoring and completing their payment obligations.

If a balance remains outstanding after the deadline, BWW may:

• Suspend further processing.
• Place travel arrangements on hold.
• Refrain from committing additional supplier costs.
• Cancel unconfirmed components.
• Release reserved spaces.
• Treat the booking as cancelled by the traveller where appropriate.
• Apply supplier cancellation terms.

Where a booking has not been fully paid, certain pre-travel arrangements may not be completed until the required payment stage, including:

• Final ticketing
• Room allocation
• Transportation allocation
• Activity confirmation
• Travel-authorisation processing
• EASE or destination entry-form coordination
• Final travel document issuance
• Final itinerary information
• Other supplier-dependent arrangements

BWW makes reasonable efforts to communicate material outstanding requirements.

07 Payment Verification

All payments are subject to verification.

A payment screenshot or debit alert does not constitute final payment confirmation if the funds have not been successfully received and verified.

08 Cancellation by the Traveller

A traveller wishing to cancel should notify BWW in writing as soon as possible.

Where a traveller voluntarily cancels:

• Amounts already committed to non-refundable suppliers may not be recoverable.
• Supplier cancellation charges may apply.
• Airline penalties may apply.
• Hotel cancellation or no-show charges may apply.
• Visa and processing fees may be non-refundable.
• Administrative work already undertaken may be chargeable.
• Other costs already reasonably incurred may be deducted where permitted.

Any refundable balance will be calculated after determining the amounts that are recoverable.

09 Refunds

If a refund is due, the amount and timeline will depend on the circumstances and the relevant supplier.

Where money has been paid or committed to an airline, hotel, transport provider or other third party, BWW may only refund the amount actually recoverable from the supplier, subject to applicable charges and legal requirements.

If BWW is waiting for a supplier to return funds, the supplier-related refund may remain pending until those funds are received.

BWW makes reasonable efforts to pursue eligible refunds but does not control the supplier’s refund-processing timeline.

Refunds will ordinarily be returned through the appropriate payment method and may be subject to banking or payment-provider processing times.

10 Airlines & Flights

Flights are operated by independent airlines, not BWW.

Airlines may change:

• Departure times
• Arrival times
• Flight numbers
• Routes
• Aircraft
• Terminals
• Baggage allowances
• Seating
• Connection times
• Other operational arrangements

An airline may delay or cancel a flight.

Where an airline makes a change, BWW will provide reasonable assistance where the flight was booked through BWW.

Available remedies generally depend on the airline’s fare conditions, policies, availability and applicable passenger rights.

Where an airline offers rebooking, credit or a refund, BWW will assist with the relevant process where reasonably possible.

11 Flight Cancellation or Significant Schedule Change

Where an airline cancels or materially changes a flight, this does not automatically mean that BWW has cancelled the traveller’s entire trip.

BWW may explore reasonable options such as:

• Accepting the airline’s replacement flight.
• Moving the booking to another available flight.
• Changing the trip schedule.
• Adjusting affected itinerary elements.
• Requesting a travel credit.
• Requesting a refund from the airline.
• Arranging another suitable option.

Where an alternative flight costs more than the original booking and the additional amount is not covered by the airline or BWW’s legal obligations, the traveller may be required to pay the difference before the alternative can be confirmed.

12 Accommodation

Accommodation is provided by independent hotels, apartments, resorts and other accommodation providers.

Unless stated otherwise:

• Package prices may be based on shared occupancy.
• Room configuration depends on the package purchased.
• Room requests are subject to availability.
• Early check-in and late check-out are not guaranteed.
• Hotel facilities may change without notice.
• Special requests cannot always be guaranteed.

BWW may allocate rooms for organised group trips where necessary.

Where a hotel becomes unavailable or a supplier makes a material change, BWW will make reasonable efforts to provide an alternative of a similar standard where reasonably available.

13 Hotel Cancellations and Refunds

Hotels and accommodation providers set their own cancellation and refund policies.

Where a traveller’s accommodation has already been booked under a non-refundable rate, BWW cannot guarantee that the hotel will return the money if the traveller cannot use the accommodation.

Where circumstances affect the traveller’s ability to stay on the originally planned dates, BWW may request:

• Alternative dates.
• An extension.
• A credit.
• A room amendment.
• A refund.

The final decision remains with the accommodation provider unless otherwise required by law.

Where the hotel offers a reasonable alternative instead of a refund, BWW may communicate that alternative to the traveller.

14 Itineraries

Published itineraries represent the planned programme at the time of publication.

Travel involves circumstances that may require changes.

BWW may reasonably adjust:

• Activity order.
• Departure times.
• Routes.
• Attraction visits.
• Restaurants.
• Accommodation.
• Transport arrangements.
• Sightseeing.
• Meeting points.
• Other itinerary components.

Changes may be necessary because of:

• Traffic.
• Border delays.
• Weather.
• Local operating hours.
• Supplier availability.
• Public holidays.
• Elections.
• Government restrictions.
• Safety concerns.
• Transport delays.
• Closures.
• Local events.
• Circumstances outside BWW’s reasonable control.

15 Customer-Selected Dates and Custom Trips

For private, customised or tailor-made trips, the traveller may select or approve their preferred travel dates.

BWW’s acceptance of requested dates does not constitute a guarantee that no external event will affect those dates.

The traveller remains subject to:

• Airline schedules.
• Hotel availability.
• National elections.
• Public holidays.
• Government restrictions.
• Border operations.
• Visa decisions.
• Local closures.
• Other circumstances beyond BWW’s reasonable control.

Where dates were specifically selected or approved by the traveller, BWW will not be responsible merely because an external event subsequently makes those dates inconvenient or affects the planned programme.

BWW will nevertheless provide reasonable assistance in seeking available alternatives.

16 Government Actions, Elections and Border Restrictions

Travel may be affected by decisions made by governments, immigration authorities, border agencies, security authorities or other public bodies.

These may include:

• Elections.
• Curfews.
• Border closures.
• Changes in entry requirements.
• Immigration restrictions.
• Movement restrictions.
• Security operations.
• Public demonstrations.
• Emergency measures.
• Road closures.
• Changes in visa policy.
• Other official action.

BWW does not control these decisions and cannot guarantee that borders, attractions, roads or public services will operate normally throughout a trip.

Where such circumstances occur, BWW will make reasonable efforts to adjust arrangements and support affected travellers.

17 Visas, Entry Requirements and Travel Authorisations

Travellers are responsible for ensuring that they meet the immigration and entry requirements of every destination and transit country.

Requirements may include:

• A valid passport.
• Minimum passport validity.
• Visas.
• EASE forms or electronic travel authorisations.
• Arrival or departure forms.
• Vaccination certificates.
• Yellow Fever Cards.
• Return or onward tickets.
• Proof of accommodation.
• Proof of funds.
• Health documentation.
• Other destination-specific documentation.

Where BWW assists with any travel authorisation, form or visa-related process, such assistance does not transfer ultimate responsibility for the traveller’s eligibility to enter a country to BWW.

Travellers must provide requested information accurately and within the required timeline.

18 Visa Assistance

Where BWW provides visa or documentation assistance, BWW does not make immigration decisions and cannot guarantee approval.

Visa decisions are made solely by the relevant embassy, consulate, immigration authority or government body.

BWW will not be responsible for a visa refusal merely because assistance was provided with the application.

Travellers must provide truthful, complete and accurate information.

19 Passport and Document Responsibility

Travellers must check that:

• Names supplied to BWW match their travel documents.
• Passports are valid for the required period.
• Visas and permits are valid.
• Travel documents have been received.
• All required information is accurate.
• They comply with destination entry requirements.

Airline or supplier charges resulting from incorrect information supplied by the traveller may be payable by the traveller.

20 Group Departure Times

Group travel depends on participants observing scheduled meeting and departure times.

Travellers must arrive at the communicated location within the specified check-in or reporting time.

Where a traveller arrives late and the group has departed, BWW is not obliged to delay the entire group.

No refund will ordinarily be payable for services missed because of the traveller’s late arrival or failure to attend, subject to applicable law.

21 Missed or Unused Services

Except where caused by BWW’s breach or where otherwise required by law, refunds will not ordinarily be provided for services voluntarily missed or unused by the traveller, including:

• Accommodation nights
• Activities
• Meals
• Sightseeing
• Transfers
• Transportation
• Excursions
• Other package elements

This includes circumstances where the traveller chooses to leave a trip early or chooses not to participate in an included activity.

22 Baggage and Personal Property

Travellers remain responsible for their baggage, valuables, passports, money, electronics and other personal belongings.

Baggage carried by airlines is subject to the airline’s baggage policy.

Where appropriate, BWW may assist the traveller in contacting the relevant provider.

Travellers should keep passports, medication, money and essential valuables securely with them.

23 Health, Fitness and Medical Needs

Travellers are responsible for determining whether they are medically fit to undertake their trip and participate in the included activities.

Relevant medical, mobility, dietary or accessibility requirements that may materially affect travel arrangements should be communicated to BWW before travel.

BWW will make reasonable efforts to accommodate disclosed requirements but cannot guarantee that all destinations, suppliers or facilities will be able to meet every requirement.

24 Pregnancy

Pregnant travellers should obtain appropriate medical advice before travelling.

Airlines and other suppliers may impose pregnancy-related restrictions and may require medical documentation.

BWW may be unable to provide particular arrangements where doing so would conflict with airline rules, supplier requirements or genuine safety considerations.

25 Travel Insurance

Travellers are strongly encouraged to obtain comprehensive travel insurance suitable for their trip.

Depending on the destination and circumstances, appropriate insurance may cover matters such as:

• Trip cancellation
• Flight disruption
• Medical emergencies
• Baggage loss
• Personal belongings
• Travel delays
• Curtailment
• Other unforeseen circumstances

It is the traveller’s responsibility to ensure the chosen policy provides adequate cover.

26 Safety and Local Conditions

Travellers are responsible for exercising reasonable care for their personal safety and complying with instructions issued by:

• BWW representatives
• Tour guides
• Transport operators
• Accommodation providers
• Security personnel
• Local authorities

Travellers are also encouraged to familiarise themselves with relevant official travel advice applicable to their destination.

27 Traveller Conduct

BWW operates a respectful and safe travel environment.

Where a traveller’s behaviour creates a genuine safety risk or materially disrupts the trip, BWW may take reasonable action, including removing the traveller from an activity or trip.

Where removal results from the traveller’s misconduct, unused services will not ordinarily be refundable and additional costs may be the traveller’s responsibility, subject to applicable law.

28 Damage Caused by Travellers

Travellers may be responsible for damage they intentionally or negligently cause to:

• Hotel rooms
• Vehicles
• Equipment
• Venues
• Furnishings
• Other supplier property

29 Force Majeure and Extraordinary Circumstances

BWW will not be responsible for failure or delay in performing an obligation where performance is prevented by circumstances beyond its reasonable control, subject to applicable law.

Such circumstances may include:

• Severe weather
• Floods
• Earthquakes
• Natural disasters
• Fire
• Epidemics or pandemics
• War
• Terrorism
• Civil unrest
• Strikes
• Airport closures
• Border closures
• Government restrictions
• Elections or related restrictions
• Security incidents
• Major transport disruption
• Utility or infrastructure failure
• Other extraordinary events outside BWW’s reasonable control

Where such circumstances affect a trip, BWW will make reasonable efforts to assist travellers and rearrange affected services.

30 Changes Made by BWW

BWW may make reasonable changes to a booking where necessary for safety, operational, logistical or supplier-related reasons.

Where a significant change originates directly from BWW rather than from an independent supplier or extraordinary circumstance, BWW will communicate the available options to the affected traveller in accordance with the circumstances and applicable law.

31 Cancellation by BWW

Where BWW itself cancels an entire trip before departure and the cancellation is not caused by the traveller, BWW will advise affected travellers of their available options.

Depending on the circumstances, these may include:

• An alternative trip
• Revised travel dates
• A travel credit
• A refund of applicable amounts

Where part of the customer’s payment relates to third-party services, the treatment of those amounts may depend on what can legally and contractually be recovered from the relevant supplier.

32 Minimum Participation

Certain group trips may depend on a minimum number of participants.

Where this applies, BWW may cancel, consolidate or modify the trip if minimum participation is not achieved.

Affected travellers will be informed of the available options.

Where possible, BWW may offer:

• Alternative dates
• An alternative trip
• Travel credit
• An applicable refund

33 Communication with Travellers

Travellers are responsible for providing accurate and accessible contact information.

BWW may communicate important information through:

• Email
• Telephone
• WhatsApp
• SMS
• Official trip groups
• Other contact channels supplied by the traveller

Travellers are responsible for checking communications relating to their booking, particularly close to departure.

34 Group Communications

For organised group travel, BWW may create WhatsApp or other communication groups to distribute operational information efficiently.

Information communicated through an official BWW trip group may constitute notice to participating travellers where appropriate.

35 Photography, Video & Content

Photographs and videos may be taken during BWW group experiences for documentation, promotional or marketing purposes.

Travellers who do not wish to appear in identifiable promotional content should notify BWW in writing before the trip or advise the trip team where appropriate.

BWW will make reasonable efforts to respect such requests.

36 Complaints During a Trip

Where a problem occurs during travel, the traveller should notify a BWW representative as soon as reasonably possible.

Early notification gives BWW an opportunity to investigate and, where possible, rectify the issue while the trip is still ongoing.

37 Formal Complaints

Formal complaints should be submitted in writing and should include:

• The traveller’s name
• Booking or trip details
• A clear explanation of the complaint
• Relevant dates
• Supporting photographs or documents where applicable
• The resolution being requested

BWW will review complaints fairly and may need to consult relevant suppliers before providing a final response.

38 Chargebacks & Payment Disputes

Travellers are encouraged to contact BWW first where they believe a refund or payment adjustment is due so that the matter can be investigated.

A payment dispute or chargeback should not be used to misrepresent a legitimately supplied travel service or a non-refundable supplier charge.

BWW reserves the right to provide booking records, correspondence, supplier confirmations, proof of services and these Terms to banks, payment processors or other relevant institutions when responding to a legitimate payment dispute.

39 Limitation of Liability

BWW will exercise reasonable care and skill in providing services for which it is responsible.

BWW is not responsible for the independent acts or omissions of third-party suppliers where those matters are genuinely outside BWW’s reasonable control, except where applicable law provides otherwise.

BWW will not be liable solely because an independent supplier experiences:

• An operational delay
• Flight cancellation
• Schedule change
• Baggage disruption
• Hotel operational issue
• Transportation breakdown
• Closure
• Supplier cancellation
• Similar event

Where such an event occurs, BWW’s role will ordinarily be to provide reasonable assistance in seeking an available solution.

40 BWW’s Responsibility for Its Own Services

Nothing in these Terms removes BWW’s responsibility to exercise reasonable care in:

• Making bookings correctly
• Communicating confirmed arrangements
• Handling traveller funds appropriately
• Passing relevant traveller information to suppliers
• Providing services directly undertaken by BWW
• Responding reasonably when BWW becomes aware of material problems

41 Information & Website Content

BWW makes reasonable efforts to ensure that itineraries, photographs, descriptions and other travel information are accurate when published.

However, supplier facilities and destination conditions may change.

42 Special Requests

Special requests should be submitted before travel.

Examples include:

• Dietary requirements
• Room preferences
• Accessibility requirements
• Birthday arrangements
• Seating preferences
• Other personal requests

43 Children & Minors

Where a booking includes a child or minor, the responsible parent or guardian must ensure that all necessary documentation and permissions are available.

The accompanying parent, guardian or responsible adult remains responsible for the child’s supervision unless BWW has expressly agreed otherwise in writing.

44 Personal Data

BWW may collect and process personal information necessary to arrange travel services.

Relevant information may need to be shared with third-party suppliers, airlines, hotels, immigration authorities, tour providers or other parties involved in fulfilling the booking.

45 Transfer of Bookings

Bookings are not automatically transferable to another person.

Any request to change a traveller’s name or transfer a booking is subject to:

• Supplier rules
• Airline fare conditions
• Hotel policies
• Visa requirements
• Availability
• Applicable amendment costs

BWW will advise whether a transfer is possible after checking the relevant arrangements.

46 Travel Credits

Where BWW or a supplier agrees to issue travel credit, the credit may be subject to:

• An expiry date
• Destination restrictions
• Supplier conditions
• Fare differences
• Blackout periods
• Other conditions communicated when the credit is issued

47 Severability

If any part of these Terms is found to be invalid, unlawful or unenforceable, the remaining provisions will continue to apply to the extent permitted by law.

48 No Waiver

Where BWW does not immediately enforce a provision of these Terms, this does not mean that BWW has permanently waived its right to rely upon that provision.

49 Changes to These Terms

BWW may update these Terms from time to time to reflect changes in its services, supplier arrangements, operating procedures or legal requirements.

The version applicable to a booking will ordinarily be the version accepted when the relevant booking was made, except where a later change must apply because of law or is expressly agreed with the traveller.

50 Applicable Law & Consumer Rights

These Terms are intended to operate alongside applicable consumer-protection and travel laws.

Where any provision conflicts with a right that cannot legally be excluded or restricted, the applicable law will take precedence to that extent.

51 Contact

Questions regarding a booking or these Terms may be directed to:

52 Acceptance of Terms

By:

• Making a deposit
• Making an instalment payment
• Making full payment
• Submitting a booking
• Accepting a quotation and proceeding with payment
• Participating in a BWW trip

Where one person makes a booking on behalf of other travellers, that person is responsible for ensuring that the other travellers are made aware of the applicable booking conditions and provide all information required for their bookings.