All bookings made through West One Concierge are processed via our host agency, Janine Loves Travel (JLT). The following terms apply to all bookings.

1. Booking Process

When you request a holiday through West One Concierge:

• We will provide you with a detailed quotation based on your requirements
• Once you confirm the quote, we will process the booking through JLT
• A booking confirmation will be provided once the supplier confirms availability and payment is received
• Your trip details will appear in your West One Concierge App once confirmed

2. Payment

• A deposit is typically required at the time of booking. The amount varies by supplier and holiday type.
• The remaining balance is due by the date specified on your booking confirmation (typically 8–12 weeks before departure).
• All payments must be made to Janine Loves Travel via their approved payment methods only.
• IMPORTANT: You should never be asked to make payments into a personal account, by cash, by cheque made payable to an individual, or by personal PayPal. If you are asked to pay by any of these methods, please contact us immediately at [email protected].
• If full payment is not received by the balance due date, the booking may be cancelled and cancellation charges may apply.

3. Financial Protection

All holidays booked through West One Concierge and processed by JLT are financially protected under the relevant ATOL, PTS, or supplier protection schemes as applicable to your booking. Protection details will be confirmed on your booking documentation.

4. Changes to Your Booking

• If you wish to make changes to your booking (dates, room type, add-ons, etc.), please contact us as soon as possible.
• Changes are subject to availability and may incur amendment fees from the supplier.
• We will always advise you of any fees before processing the change.

5. Cancellation

• If you need to cancel your booking, please contact us immediately.
• Cancellation charges are set by the individual travel supplier and vary depending on the type of holiday and how close to the departure date you cancel.
• We will advise you of the applicable cancellation fees at the time of your request.
• We strongly recommend you take out comprehensive travel insurance at the time of booking to protect against cancellation costs.

6. Travel Insurance

It is a condition of booking that you have adequate travel insurance in place from the date of booking. Your insurance should cover cancellation, medical expenses, repatriation, and personal belongings as a minimum. We are not liable for any costs that would have been covered by appropriate travel insurance.

7. Passports, Visas & Travel Documents

• It is your responsibility to ensure you hold a valid passport and any required visas for your destination.
• UK passport holders travelling to the USA must have a valid ESTA (Electronic System for Travel Authorization) or visa.
• Passport requirements vary by destination — please ensure your passport is valid for the required duration (typically 6 months beyond your return date).
• We can provide guidance but are not responsible for ensuring your travel documents are in order.

8. Special Requests & Accessibility

We will do our best to accommodate special requests (dietary requirements, room preferences, accessibility needs, etc.) but these cannot be guaranteed as they are subject to supplier availability. Please inform us of any special requirements at the time of booking.

9. Pricing

• All prices quoted are based on availability at the time of enquiry and may change until the booking is confirmed and a deposit is paid.
• Prices may be subject to surcharges for currency fluctuations, fuel costs, or government-imposed taxes after booking.
• You will be notified of any surcharges as soon as we are made aware.

10. Our Liability

• West One Concierge acts as an agent for the travel suppliers. We are not liable for the acts or omissions of third-party suppliers.
• Our liability is limited to the commission we receive from the booking.
• We are not liable for events beyond our control (force majeure), including but not limited to: natural disasters, pandemics, political unrest, airline strikes, or adverse weather conditions.

11. Complaints

If you have any concerns during your trip, please contact us immediately so we can attempt to resolve the issue. For complaints after your return, please write to us within 28 days of your return date at [email protected].

12. JLT Full Terms

The full booking terms and conditions of our host agency, Janine Loves Travel, are available at:
janinelovestravel.co.uk/booking-terms-conditions

In the event of any conflict between these terms and JLT's terms, JLT's terms shall prevail as they are the booking agent of record.

13. Governing Law

These Booking Terms are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

14. Contact

For any booking enquiries or questions about these terms:

West One Concierge
Email: [email protected]