WILLOW & WREN — TERMS & CONDITIONS
Last updated: 6th Jan 2026
These Terms & Conditions outline the agreement between Willow & Wren Ltd (“we”, “us”, “our”) and the client (“you”) when booking travel services through us.
Please read them carefully before confirming a booking.
1. Who We Are
Willow & Wren Ltd
A luxury travel concierge and life-event travel organiser designing bespoke travel itineraries using trusted suppliers worldwide.
We operate under membership with Protected Trust Services (PTS).
All client monies are processed through a secure trust account in compliance with UK travel regulations.
2. Our Role
Willow & Wren acts as a travel organiser, not as the end supplier.
This means:
We design your journey
We coordinate bookings with third-party suppliers
Each supplier (airline, hotel, DMC, cruise line, etc.) is responsible for delivering their service
Your contract for travel services is with the end supplier, not Willow & Wren.
Where relevant, we will provide supplier-specific terms at the time of booking.
3. Booking & Payment
A booking is confirmed when:
You approve the itinerary and price
Payment is made into the PTS trust account
We issue confirmation documents
Payments are handled securely through PTS.
Full payment deadlines depend on each supplier’s requirements.
4. Fees
Willow & Wren may charge:
Concierge design fees
Service fees
Amendment fees
Urgent booking fees
These will always be disclosed in advance.
Supplier charges (e.g., deposits, cancellation fees, upgrade costs) are separate and will be outlined at time of booking.
5. Amendments & Cancellations
Changes requested after booking may result in:
Additional supplier charges
Repricing of the itinerary
Administration fees
If you choose to cancel:
Supplier cancellation policies apply
Refunds (if applicable) are processed through PTS
Some services may be non-refundable
We will always support you in navigating supplier terms.
6. Travel Documents
You are responsible for ensuring:
Valid passports
Required visas
Travel insurance
Entry requirements
Health documents
We will advise where possible but cannot be held liable for issues arising from incorrect documentation.
7. Travel Insurance
Comprehensive travel insurance is mandatory for all Willow & Wren clients.
We strongly recommend covering:
Cancellation
Medical emergencies
Lost luggage
Supplier failure
Pregnancy-related coverage (where applicable)
We can provide guidance on reputable insurers.
8. Supplier Performance
We only work with trusted, vetted suppliers.
However, we are not liable for:
Supplier changes
Service interruptions
Delays or cancellations
Force majeure events (weather, political issues, natural events, etc.)
We will support you in resolving issues where possible.
9. Our Liability
Our liability is limited to:
Services we provide directly
The accuracy of documentation we issue
Compliance with UK consumer and travel laws
We are not liable for:
Losses caused by client error
Issues arising from supplier performance
Travel disruptions beyond our control
10. PTS & Financial Protection
All client payments are:
Paid into a secure independent trust account
Fully protected until passed to suppliers
Covered by PTS compliance systems
This means your money is safe at every stage.
11. Complaints
If you are unhappy with any aspect of your trip:
Notify the supplier immediately
Contact us as soon as possible
If unresolved, we will escalate within PTS
We aim to resolve issues fairly and promptly.
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We may update our Terms & Conditions when necessary.
The latest version will always be available on our website.
13. Contact Us
For any questions regarding these Terms:
Willow & Wren Ltd
Dale Lodge Flaxton York YO60 7SJ
enquiries@willowandwrentravel.co.uk
07495747964
