Terms of use

In these terms, “Notturno”, “we” and “us” mean the business that runs notturno.studio and the Notturno apps.

You can write to us at contact@notturno.studio.

These terms apply whenever you use Notturno. Four other documents sit beside them.

The booking conditions are the contract for any trip you confirm. Where they differ from these terms, the booking conditions apply to that trip.

The privacy notice explains what we hold about you and why. The cookie notice explains what we keep in your browser. How Ocean works explains what our concierge is, and what she can and cannot do.

All four are at notturno.studio/legal. If you use the partner portal on behalf of a house that works with us, your partner agreement governs that use.

You must be 18 or over to hold an account. You can plan and book trips for other people, including children travelling with you. You do that in your name, and the trip is your responsibility.

Keep your sign-in details to yourself. What happens under your account is your responsibility, including the requests you make of Ocean. If you think someone else has access, tell us at once, and change your password or the Apple or Google account you sign in with.

Keep your details correct and up to date. Names must match passports. If a document has expired, or a name does not match a ticket, a hotel or carrier can refuse you, and putting it right on the day may cost money.

Anyone can read the edit. At times, confirming a trip needs a six-digit access code from the house. Each code works once. Please do not sell or publish one.

Trip invitations are different. The person who organised a trip can share a code that lets you join it. Joining shows you the plan, and the houses on the trip will see your name.

Each season we publish an edit of offers. An offer describes what a trip is built around: a room, a table, an appointment, a piece. It is not a promise that every part is free on every date. Availability is checked when your trip is drafted and settled when you confirm.

Offers name hotels, restaurants and houses because that is where the trip goes. Those names and marks belong to their owners. A name in an offer does not mean that house endorses Notturno or has an agreement with us, unless we say so.

Planning costs nothing. Ocean or the planner drafts a trip, and you can change it as often as you like. Nothing is booked and nothing is charged while a trip is in planning.

A trip becomes a contract when you confirm and pay, and we confirm it back to you. From then on the booking conditions apply: what is included, changes, cancellation, and our responsibility for the trip.

Flights are not part of a Notturno trip unless your confirmation says so. A route shown under “Getting there” is a suggestion.

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

We charge the full price when you confirm. Card details are taken and held by Stripe, our payment provider. We keep only the card type, the last four digits and the expiry date. Where Klarna is offered, the credit is Klarna’s, on Klarna’s terms.

Your bank may charge a fee for paying in another currency. That fee is charged by your bank, and none of it comes to us.

Once a trip is confirmed, you can ask for changes on the trip page or through Ocean: a different table, a car, a chef for an evening. Each change shows its price before you confirm it.

Depending on your standing, a change is charged to your card when you confirm it, or added to the trip’s ledger and settled in one charge or one refund shortly after the trip ends. The booking conditions set out the detail.

In the apps you can set an auto-charge limit. Extras at or below it are added without a prompt each time. Anything above it, Ocean asks first. You can change the limit, or turn it off, in your profile.

Ocean is an AI concierge. She is software. She is not a person.

She can find offers, draft a trip and propose changes. She can be wrong. Check anything that matters, such as visas, health, safety or opening hours, with an official source. She is not a lawyer, a doctor or a financial adviser, and nothing she says is advice of that kind.

Nothing she proposes is booked until you confirm it on screen. The trip page is the record of what is booked. The full account is at notturno.studio/legal/ai.

Every account has a standing: Base, Member or Patron. Your standing is worked out from your confirmed trips and what you have spent with us, and it is shown in your profile. Standing bought in the iPhone app is sold by Apple, on Apple’s terms.

Your standing decides when mid-trip extras are charged, and which offers in the edit you can confirm. It does not change your rights under these terms or the booking conditions.

Your profile photo, your travel documents and what you write to us remain yours. You allow us to store them, to show your name and photo to the houses on your bookings, and to use them to run your trips. That permission ends when you delete them or close your account, except where the privacy notice says we must keep a record.

We do not sell what you share. It is not used to train Google’s models, or anyone else’s.

Please do not use Notturno to break the law; to harass anyone, whether a traveller, a house or the people who work there; to copy the catalogue in bulk; to probe or overload our systems; or to pretend to be someone else. Do not try to make Ocean act against these terms. We may pause an account that does.

The Notturno name and marks, our writing, our design and the photography we use belong to us or to the people who license them to us. You may screenshot your own trip to share it with the people travelling with you. For anything beyond that, ask us first.

How we handle your data is set out in the privacy notice at notturno.studio/legal/privacy. In short: the houses on your bookings see what they need to host you, and nothing about you is sold or used for advertising.

You can close your account at any time from your profile. If a confirmed trip has not yet ended and settled, cancel it or let it finish first.

When you close your account we delete your profile, photo, travel documents, your conversations with Ocean on the website, and the trips you organised. Those trips are removed for anyone you invited to them too.

We keep a locked record of your account, trips and payments for up to seven years, for tax, refunds and disputes. It is never used for marketing. The privacy notice has the detail.

We may suspend or close an account that breaks these terms, mistreats a house or the people who work there, or puts other travellers at risk. Where the problem can be put right, we will talk to you first. If we close an account that has a confirmed trip, the booking conditions decide what is refunded.

We provide Notturno with reasonable care and skill. Nothing in these terms takes away your rights as a consumer.

For trips, our responsibility is set out in the booking conditions and in the Package Travel and Linked Travel Arrangements Regulations 2018.

For the website and apps, we work to keep them available and correct, but we cannot promise they will be uninterrupted or free of errors. We are responsible for loss you suffer that was a foreseeable result of our breaking these terms or failing to take reasonable care. We are not responsible for loss that was not foreseeable, or for business losses: Notturno is for personal use.

Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else the law does not allow us to limit.

We may update these terms. We will tell you in the app or by email at least 30 days before a material change takes effect. If you do not agree, you can close your account before then. A trip you have already confirmed stays under the terms and booking conditions in force when you confirmed it.

These terms are governed by the law of England and Wales. You can bring a claim in the courts of England and Wales. If you live in Scotland or Northern Ireland, you can also bring a claim in your local courts. If you live in the European Union, you keep the protection of the mandatory consumer law where you live.

Write to contact@notturno.studio. A person at Notturno reads every message. If something has gone wrong, our complaints page sets out what happens next: notturno.studio/legal/complaints.