Terms & Conditions

Bespoke Horizons ("we", "us", "our") is a luxury travel advisory service operated by Bespoke Horizons Ltd, registered in England and Wales. We provide two things: a free AI-powered itinerary planning tool, and a full travel advisory and booking service through which we arrange and book travel on your behalf.

All bookings are made through our travel partner, JLT Group, which holds the ATOL licence and IATA accreditation and provides the PTS trust account described in Section 4.

Bespoke Horizons Ltd is registered in England and Wales under company number 17313314.
Registered office: 11 Gibside Court, Gateshead, NE11 9PT.
Email: info@bespokehorizons.co.uk

Our AI concierge is a free planning tool. You describe how you want your trip to feel — destination, dates, budget, occasion and travel style — and we generate a personalised itinerary suggestion ("Itinerary") delivered to your email address at no cost and with no obligation.

Please understand that the Itinerary is:

• A planning suggestion and source of inspiration, based on the preferences you share with us
• Indicative only — pricing, availability and experiences shown are subject to change and to confirmation at the time of booking
• Not a reservation, booking, or guarantee of availability of any hotel, flight, transfer, or other travel service
• Not financial, legal, or professional travel advice on its own

There is no charge for the AI itinerary service, no payment details are requested, and using it creates no obligation to book with us. If you like what you see, you are welcome to speak to our travel advisor, who will confirm live pricing and availability and arrange your travel as described in Sections 3 to 5.

When you choose to proceed, your Bespoke Horizons advisor will research and plan your travel, and your booking will be made through our travel partner, JLT Group. How your booking is structured depends on what you book:

• Dynamic packages put together by JLT Group: JLT Group is the package organiser and your holiday is ATOL protected under JLT Group's ATOL number 12564.
• Packages from a tour operator: the tour operator is the package organiser and its own terms and ATOL protection apply.
• Single travel services (for example accommodation only or flights only): JLT Group acts as booking agent, you contract directly with the supplier, and the supplier's terms apply.

Your booking documents will confirm which applies. Your booking is made on JLT Group's booking conditions, which you will receive before your booking is confirmed; if anything here differs from those conditions or the supplier's terms, they take priority.

Deposits and payment schedule

Deposit: A deposit is payable at the time of booking to secure your arrangements. The deposit amount varies by supplier and will be confirmed in writing before you commit. As a guide, deposits are typically 22% of the total holiday cost.

Balance: Where you pay a deposit, the balance is due by the date notified to you. If it is not received by then, the supplier may cancel your booking and apply their cancellation charges.

Payment methods: Payment is accepted by debit or credit card or by bank transfer to the account details provided in your booking documents. Your advisor will never ask you to pay into a personal account, by cash or by PayPal — if this happens, please contact us immediately.

Cancellation and amendments

Any cancellation or amendment must be requested in writing and takes effect only when received. Suppliers may charge cancellation or amendment fees under their own terms, which can be up to 100% of the cost of the arrangements. A service charge may also apply; any such charge will be confirmed to you before it is incurred. We strongly recommend travel insurance covering cancellation from the day you book.

Package holidays are financially protected by the package organiser, and you will be given confirmation of that protection. When you book an ATOL-protected flight or flight-inclusive holiday you will receive an ATOL Certificate listing what is protected and who provides the protection. Single travel services may not carry the same protection. If you book further travel services for the same trip as a separate booking, those will not form a package under the Package Travel and Linked Travel Arrangements Regulations 2018.

ATOL: Many of the flights and flight-inclusive holidays booked through JLT Group are financially protected by the ATOL scheme. When you pay you will be supplied with an ATOL Certificate, issued by the ATOL holder (JLT Group, ATOL 12564, for dynamic packages), which tells you exactly what is protected and what to do if the ATOL holder fails. If the ATOL holder fails while you are abroad, the ATOL scheme ensures you are not left stranded and covers the cost of getting you home. If you book only flights with us, JLT Group will issue an ATOL Certificate only where an ATOL protection fee is paid and the arrangements qualify.

IATA: Where flights are ticketed through JLT Group as an IATA-accredited agent, your airline ticket is issued under IATA's industry standards, and funds are handled through IATA's settlement systems.

PTS: Client money is held in JLT Group's PTS trust account, meaning your money is protected from the moment you pay it until your holiday is complete, and is used only to pay for your travel arrangements.

Full details of the financial protection applicable to your specific booking, including the organiser's ATOL number and membership details, will be provided in writing with your booking confirmation, together with your ATOL Certificate where applicable. For more information about financial protection and the ATOL Certificate, visit atol.org.uk.

Changes by suppliers

Prices, surcharges, and any changes or cancellations by the supplier are governed by the organiser's or supplier's terms and, for packages, by the Package Travel and Linked Travel Arrangements Regulations 2018. We will let you know as soon as possible about any change and help you with your options.

Passports, visas and health requirements

You are responsible for ensuring that you hold valid passports, visas, and any required health documentation for yourself and everyone travelling with you. Most countries require passports to be valid for at least 6 months after your return date. Requirements vary by destination and nationality and can change at short notice. We will provide general guidance where we can, but we accept no liability if you are refused entry to a country or onto a flight because you do not hold the correct documentation. Please check the latest Foreign, Commonwealth & Development Office travel advice for your destination before booking and before you travel.

Travel insurance

We strongly recommend that you take out comprehensive travel insurance at the time of booking, covering cancellation, medical expenses, repatriation and personal liability. It is your responsibility to arrange insurance appropriate to your trip; we do not sell insurance.

Your behaviour

You are responsible for the conduct of everyone in your party. Suppliers may refuse service or remove travellers whose behaviour is disruptive or dangerous, in which case you remain liable for the cost of the booking and any onward arrangements.

We take care to ensure the information we provide — in your Itinerary, in our advisor's quotations, and on our website — is accurate and current. However, the travel industry changes constantly: hotels rebrand or close, age and entry policies change, and prices move. Confirmations of availability, exact pricing, and property policies are made at the time of booking.

All Itineraries remain indicative until arrangements are confirmed in a booking confirmation. Adults-only or minimum-age policies should be confirmed with your advisor before booking, and we will verify them with the property on your behalf.

Your Itinerary is created for your personal use. You may not reproduce, resell, or distribute your Itinerary for commercial purposes without our written consent.

The Bespoke Horizons name, logo, website design, and all associated content are the intellectual property of Bespoke Horizons Ltd and may not be used without permission.

We collect the personal information you share with us — your travel preferences shared in the chat, your email address, and any details needed to plan and book your travel (including traveller names, passport information where required by suppliers, and contact details) — for the purposes of generating your Itinerary and arranging your travel.

We do not sell your personal data to third parties. Your chat transcript is retained to generate your Itinerary and may be used in anonymised form to improve our service. Where you proceed to a booking, the details necessary to fulfil your arrangements are shared with JLT Group, the relevant suppliers, and the protection schemes described in Section 4.

For full details of how we handle your data, please see our Privacy Policy at bespokehorizons.co.uk/privacy.

Your data is processed in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

For packages, the package organiser is responsible for the performance of your holiday under the Package Travel and Linked Travel Arrangements Regulations 2018. For single travel services, your contract is with the supplier and their terms apply; JLT Group acts as agent. Bespoke Horizons Ltd is responsible for the planning advice provided by your advisor. If you have a problem while travelling, report it to the supplier or their local representative immediately; we will help you with any complaint on your return.

We are not liable for:

• Any indirect or consequential loss arising from information in a free Itinerary you have chosen not to book through us
• Any loss arising from bookings you make directly with providers on the basis of a free Itinerary
• Any failure of third-party services including Stripe, Resend, or Anthropic

Nothing in these terms limits our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded by law.

These terms are governed by the laws of England and Wales. Any disputes arising from these terms or your use of our service shall be subject to the exclusive jurisdiction of the courts of England and Wales.

We may update these terms from time to time. The current version will always be available at bespokehorizons.co.uk/terms. The terms that apply to your booking are those in force at the time you enter into your booking confirmation with us.

If you have any questions about these terms or your booking, please contact us:

Email: info@bespokehorizons.co.uk
Website: bespokehorizons.co.uk

We aim to respond to all enquiries within 2 business days.