Booking conditions

Your contract is with Notturno (“we”).

Write to contact@notturno.studio.

A Notturno trip puts at least two travel services together for one trip, at one price: a room, transport, a car, a guided visit, a table. That makes it a package under the Package Travel and Linked Travel Arrangements Regulations 2018. We are the organiser. We are responsible for every service in your trip, including those provided by the houses we book.

These conditions apply however you confirm: on the website, in the apps, or after planning with Ocean.

Before you pay, the trip page shows the key information the law requires: the itinerary and dates; the accommodation and its location; meals; what is included; whether the trip suits travellers with reduced mobility; the total price; how you pay; passport, visa and health formalities; and your right to cancel. It also shows the standard information form below.

You confirm that you have read it before you pay.

The combination of travel services offered to you is a package within the meaning of the Package Travel and Linked Travel Arrangements Regulations 2018. You will therefore benefit from all rights applying to packages. Notturno will be fully responsible for the proper performance of the package as a whole.

Key rights under the Regulations:

• You will receive all essential information about the package before concluding the package travel contract.
• At least one trader is liable for the proper performance of all the travel services included in the contract.
• You are given an emergency telephone number or details of a contact point where you can get in touch with the organiser.
• You may transfer the package to another person, on reasonable notice and possibly subject to additional costs.
• The price of the package may only be increased if specific costs rise (for instance, fuel prices), if this is expressly provided for in the contract, and in any event not later than 20 days before the start of the package. If the price increase exceeds 8% of the price of the package, you may terminate the contract. If the organiser reserves the right to a price increase, you have a right to a price reduction if the relevant costs decrease.
• You may terminate the contract without paying any termination fee, and get a full refund of any payments, if any of the essential elements of the package, other than the price, are changed significantly. If, before the start of the package, the trader responsible cancels the package, you are entitled to a refund and compensation where appropriate.
• You may terminate the contract without paying any termination fee before the start of the package in the event of exceptional circumstances, for instance serious security problems at the destination which are likely to affect the package.
• Additionally, you may at any time before the start of the package terminate the contract in return for an appropriate and justifiable termination fee.
• If, after the start of the package, significant elements of the package cannot be provided as agreed, suitable alternative arrangements will have to be offered at no extra cost. You may terminate the contract without paying any termination fee where services are not performed in accordance with the contract, this substantially affects the performance of the package, and the organiser fails to remedy the problem.
• You are also entitled to a price reduction and/or compensation for damages where the travel services are not performed or are improperly performed.
• The organiser has to provide assistance if you are in difficulty.

The Regulations: legislation.gov.uk/uksi/2018/634 (opens in a new tab)

Ocean and the planner draft trips. A draft is not an offer to sell, and it can change until you confirm.

When you confirm and pay, you offer to buy the trip as shown on its trip page. The contract is made when your payment succeeds and we confirm the trip to you, on the trip page and by email. The confirmation sets out everything in the contract, including any special requests we have accepted.

If trips are by invitation at the time, you need a six-digit access code to confirm.

The person who confirms is the lead traveller and must be 18 or over. By confirming, you agree to these conditions for everyone on the trip, and confirm that you have their permission to do so.

The price is the total on your trip page when you confirm. It includes taxes and every mandatory charge we know of.

A “from” price on an offer page is the lowest price at which that trip can currently be booked. Your dates and choices set the price you pay.

Once a trip is confirmed, we can increase its price only for the reasons the law allows: a change in the cost of fuel or power for transport; in taxes or fees charged by third parties not involved in the trip, such as tourist taxes or airport charges; or in exchange rates that affect the trip. We will tell you the reason and show the calculation no later than 20 days before the trip begins. If the increase is more than 8% of the price, you can accept it or cancel with a full refund. If those costs fall, you are entitled to a matching reduction, less our actual administrative costs.

We take the full price when you confirm, by card or by another method shown at checkout. Card payments are processed by Stripe. Where Klarna is offered, you pay Klarna under a separate agreement with Klarna. It is credit, and Klarna decides whether to offer it.

When you confirm, you also authorise us to charge your card later, without you being present, for two things only: extras you add to the trip, and the settlement of the trip’s ledger after it ends. We use the card you confirmed with, or the default card in your profile at the time of the charge. Refunds go back to the card you paid with.

Before and during your trip, you can ask for changes on the trip page or through Ocean. Each change shows its price before you confirm it. Once you confirm it, it is part of your package. We arrange it with the house concerned. If the house cannot do it, we tell you, and anything you paid for it is refunded.

How a change is charged depends on your standing, which the trip page shows when you confirm:

• Base: charged to your card when you confirm the change.
• Member and Patron: added to the trip’s ledger, then settled in one charge or one refund shortly after the trip ends.

The ledger on your trip page shows every entry as it happens. After settlement you receive a final statement.

If your trip is all-inclusive, swaps within the package cost nothing. The ledger shows any that fall outside it.

In the apps you can set an auto-charge limit. Extras at or below it are confirmed without a prompt each time; anything above it, Ocean asks first.

Some parts of a trip are fixed by the house that provides them and cannot be moved or swapped. The trip page marks them and gives the house’s reason.

You can transfer your trip to someone who meets its conditions by telling us at least seven days before it begins. You and that person are then jointly responsible for any amount still due and for the reasonable costs of the transfer, which we will show you first.

You can cancel a confirmed trip at any time before it begins, from the trip page or by writing to us.

If you cancel before the first day of your trip, we refund the full price to the card you paid with, and cancel anything pending on the ledger. Your bank usually shows the refund within 5 to 10 working days.

You can also cancel without any fee if unavoidable and extraordinary circumstances at your destination, or close to it, significantly affect the trip or your travel there: a serious security risk, a natural disaster, a public health emergency. We refund in full.

Once a trip has begun, unused parts are not refunded, except where the law or these conditions say otherwise.

We may make minor changes to your trip, such as a different table at the same restaurant or a different car of the same standard. We will tell you clearly.

If we have to change an essential part of your trip significantly (its dates, its destination, the standard of its hotel), we will tell you without undue delay, explain any effect on the price, and give you a reasonable deadline to decide. You can accept the change, accept a substitute trip if we offer one, or cancel with a full refund. If you do not reply by the deadline, the trip is cancelled and we refund you in full.

We may cancel a trip before it begins if unavoidable and extraordinary circumstances stop us from providing it. We will tell you without undue delay and refund you in full. If we cancel for any other reason, we refund you in full and, where appropriate, pay compensation.

We pay any refund owed under this section within 14 days.

If something is not as agreed, tell us straight away by writing to contact@notturno.studio with “Urgent” in the subject, or at the contact on your confirmation, so we can put it right there and then.

If a significant part of the trip cannot be provided, we will offer suitable alternatives at no extra cost. If we cannot, or the alternative is not comparable, you may be entitled to a price reduction. If the problem substantially affects the trip and we do not put it right within a reasonable time, you can end the trip, and we will bring you home where transport is part of the package.

If you are in difficulty (ill, stranded, caught in a disruption), we will help promptly: with health services, local authorities and consular help, with communications, and with other arrangements. If the difficulty was caused by you, we may charge reasonable costs.

If unavoidable and extraordinary circumstances stop you returning as planned, and transport is part of the package, we cover necessary accommodation for up to three nights per traveller.

We are responsible for every travel service in your trip, whoever provides it. If something is not provided as agreed, you are entitled to a price reduction for that period and to compensation for loss you suffer as a result, unless the problem was caused by you, by a third party unconnected with the trip in a way that could not have been foreseen or avoided, or by unavoidable and extraordinary circumstances.

Where an international convention limits what a carrier or a hotel must pay, for travel by air, rail or sea for example, our liability is limited in the same way.

Except for death, personal injury, or damage caused intentionally or through negligence, our liability for a trip is limited to three times its total price.

Nothing in these conditions limits liability that the law does not allow us to limit.

Flights are not part of a Notturno trip unless your confirmation says so. A route shown under “Getting there” is a suggestion. If you book those flights yourself, they are not covered by these conditions.

Some trips are built around a piece: a bag, a pair of shoes, a carpet. Your confirmation says who sells you the piece, its price, on what terms, and what happens if it cannot be supplied. Where the house that makes the piece sells it to you directly, the house’s terms apply to the piece, and these conditions apply to the rest of the trip.

You are responsible for holding a valid passport and any visas, and for meeting the health requirements of every country you visit.

We strongly recommend travel insurance that covers cancellation, medical costs and repatriation. We do not sell insurance.

Tell us about access needs, health conditions or dietary requirements before you confirm, and we will tell you whether the trip is suitable. Other requests, such as a room away from the lift or an early table, we pass on and do our best to meet. They form part of the contract only if your confirmation says so.

Respect the houses and the people who work there, the laws and customs of the places you visit, and the conditions of each service. If your behaviour causes damage or puts others at risk, a house may refuse to serve you. We are then not responsible for the rest of that service, and you may be liable for the cost.

If something goes wrong, please tell us. During a trip, tell us at once so we can put it right there and then. Afterwards, write to contact@notturno.studio. Our complaints page sets out what happens next: notturno.studio/legal/complaints.

These conditions are governed by the law of England and Wales. You can bring a claim in the courts of England and Wales, or in your local courts if you live in Scotland or Northern Ireland. Your personal data is handled as our privacy notice describes: notturno.studio/legal/privacy.