Terms and Conditions for Journawell Services

1. Introduction and Parties

1.1 Welcome to Journawell LTD, a travel and lifestyle concierge service designed to simplify your travel and experience planning. These Terms and Conditions ("Terms") govern the services provided by Journawell LTD ("we," "us," or "our") to clients ("you" or "your"). By using our services, you agree to these Terms in full.

1.2 Journawell operates under UK law and adheres to all applicable legal frameworks. Please read these Terms carefully before using our services.

1.3 These Terms constitute an agreement between:

• Journawell Ltd, a lifestyle concierge service registered in [insert company registration details, e.g., England and Wales, company number, registered address] ("We," "Us," or "Our"), and

• The client or member ("You," "Your") who engages with our services.

1.4 By using our services, you confirm that you are entering into this agreement in a personal capacity or on behalf of an entity that you are authorised to represent.

1.5 Third-party service providers ("Providers") may fulfill certain bookings or services requested by you through our platform. While we facilitate connections with Providers, they are independent entities and are not employees, agents, or representatives of Journawell.

1.6 This agreement does not create a partnership, joint venture, or any employment relationship between Journawell and the Providers or between Journawell and You.

2. Nature of Services

2.1 Journawell is a concierge service provider that offers personalised travel assistance. Our role is to assist with planning, organising, and booking travel arrangements, including flights, accommodation, appointments, transfers, tickets, restaurants, excursions, and other travel-related services.

2.2 Please note, we do not sell travel packages or organise holiday packages. All bookings, purchases, or reservations made through third-party providers remain solely the responsibility of those providers.

2.3 Please note that our services are reliant on the availability of offerings from third-party providers. If a specific service is not available in your area or cannot be sourced, we will only be able to provide options that are reasonable and readily accessible to you.

3. Client Responsibility

3.1 By engaging Journawell, you acknowledge and agree that:

3.1.1 All transactions with third-party service providers are entered into at your own risk and under their terms and policies.

3.1.2 You are responsible for reviewing and agreeing to the terms and conditions of third-party service providers.

3.1.3 Journawell is not liable for any issues, delays, cancellations, or disputes arising from your engagement with third parties.

3.1.4 You must provide accurate and complete information to enable us to assist effectively, including responding to communications from Journawell in a timely manner.

3.1.5 You must make payments for your trip in a timely manner in the case that Journawell are booking on your behalf, no later than 48 hours on receiving invoice or payment links. 

4. Our Service Fees

4.1 Our service fee reflects the professional time, expertise, and resources dedicated to creating and managing your bespoke travel arrangements. This includes but is not limited to:

4.1.1 Researching and selecting options tailored to your specific preferences and requirements.

4.1.2 Communicating and coordinating with third-party service providers on your behalf.

4.1.3 Offering expert advice on destinations, accommodation, transport, medical appointments and experiences to suit your needs.

4.1.4 Compiling a comprehensive and detailed itinerary.

4.1.5 Resolving any issues that arise during the planning stage of your trip.

4.2 Please note that our service fees are non-refundable and separate from the costs of the travel services themselves, which must be paid directly to the service provider, to Journawell to pay on your behalf or by other means agreed by the parties.

4.3 Please note that additional work outside the remit of the package cost will be billed at the hourly consultation rate as advertised on the website. We will firstly notify you and request permission to commence extra work if needed.

5. Limitations of Liability

5.1 Journawell’s liability is limited to the provision of concierge services only.

5.2 We are not liable for losses or damages resulting from the actions, omissions, or failures of third-party service providers, including but not limited to:

5.2.1 Personal injury, illness, or death incurred during travel or activities arranged through third-party providers.

5.2.2 Consequential or indirect losses, including loss of profits, data, or goodwill.

6. Booking Changes and Cancellations

6.1 Any changes or cancellations to your booking are subject to the terms and conditions of the service providers we book with.

6.2 We recommend reviewing the cancellation policies of each provider before confirming your booking.

6.3 As our role is to facilitate bookings, we cannot accept liability for changes or cancellations made by the service provider.

6.4 We will assist you in managing any changes or issues with your bookings. Additional work requested will incur a fee of the equivalent of the consultation fee per hour (or the equivalent in your currency).

7. ATOL Protection

7.1 We do not hold an ATOL (Air Travel Organiser’s Licence). However, when booking certain services on your behalf, we will ensure that any ATOL-protected services are booked through providers that hold an ATOL licence.

7.2 ATOL protection applies to flight-inclusive holidays and packages provided by companies that hold an ATOL licence. If you book flights, accommodation, or package holidays with such providers through us, you will be protected by their ATOL licence, not ours.

7.3 We only work with trusted and ATOL-protected providers, including airlines, tour operators, and accommodation providers.

8. Force Majeure

8.1 Journawell is not liable for any failure to fulfil our services due to events beyond our reasonable control, including but not limited to acts of God, natural disasters, pandemics, strikes, or governmental restrictions.

8.2 This includes any failure, delay, or issue arising from third-party services that we book on your behalf or advise you to book.

8.3 This includes cases where services are unavailable to you due to being sold out, full, overbooked, or just not possible for various reasons. However, we will be solution-focused and support you to the best of our ability.

9. Complaints Policy

9.1 Complaints related to Journawell’s staff conduct, professionalism, and quality of service must be made in writing via email to [Insert Email Address]. Complaints will be investigated thoroughly, and we aim to resolve issues promptly and fairly.

9.2 Complaints pertaining to services acquired through third-party providers must be raised directly with the relevant provider. We can assist you with complaints to third parties at an additional charge of £60 (or the equivalent in your currency).

10. Intellectual Property

10.1 All content, materials, and recommendations provided by Journawell are protected under copyright laws and remain the intellectual property of Journawell.

10.2 Clients may use this information solely for personal purposes and must not reproduce, share, or distribute it without written permission.

11. Privacy and Data Protection

11.1 Journawell is committed to protecting your privacy and adheres to UK GDPR regulations. By using our services, you consent to our collection, use, and storage of your personal data as outlined in our Privacy Policy.

11.2 We do not share your data with third parties without your explicit consent.

12. Governing Law

12.1 These Terms and Conditions are governed by the laws of England and Wales.

12.2 Any disputes arising from these Terms shall be subject to the exclusive jurisdiction of the English courts.

13. Amendments to Terms and Conditions

13.1 Journawell reserves the right to amend these Terms and Conditions at any time.

13.2 Clients will be notified of significant changes, and continued use of our services constitutes acceptance of the updated Terms.

14. Commission Acknowledgement

14.1 You acknowledge that Journawell reserves the right to accept commissions upon the supply of products or performance of services by any Supplier.

15. Payment Terms

15.1 Service Fee: Journawell charges a non-refundable service fee for each booking or referral request. The service fee is separate from the cost of third-party services and is payable upfront.

• Basic Package: £500

• Premium Package: £1000

• Consultation Fee: £60 (A maximum of 2 cancellations with 24 hours notice is required otherwise payment will be lost and a new consultation will need to be booked)

15.2 Third-Party Service Costs: Clients are responsible for the full cost of any third-party services arranged by Journawell on their behalf. Payments for these services must be made directly to the third party or to Journawell to pay on your behalf unless otherwise agreed.

15.3 Payment Methods: Journawell accepts the following payment methods:

• Bank Transfer

• Credit/Debit Cards (via secure payment gateways such as Stripe or PayPal)

• Journawell gift cards

• Via links directly to the third-party provider

• Or any other means agreed between the parties

15.4 Payment Deadlines: Payments must be made within 48 hours of receiving the invoice. Failure to meet payment deadlines may result in booking cancellations or additional charges imposed by the third-party provider.

16. Booking Process

16.1 Booking Requests: Clients must provide accurate and complete details when requesting bookings, including but not limited to travel dates, destinations, and preferences.

16.2 Booking Confirmation: Bookings are confirmed only after full payment, including the service fee and third-party costs, is received. Journawell will provide clients with all relevant booking details and documentation upon confirmation.

16.3 Amendments and Cancellations: Any changes or cancellations to bookings are subject to the policies of the third-party provider. Journawell can assist with such requests for an additional fee of £60 per request.

17. Refund Policy

17.1 Service Fee: All service fees paid to Journawell are non-refundable.

17.2 Third-Party Services: Refunds for third-party services are governed by the terms and conditions of the respective provider. Journawell is not liable for any refunds related to cancellations, delays, or issues caused by third-party providers.

18. Liability

18.1 Third-Party Providers: Journawell acts solely as an intermediary between clients and third-party service providers. Journawell is not responsible for the quality, delivery, or fulfilment of services provided by third parties.

18.2 Disputes with Providers: Clients are encouraged to address complaints or disputes directly with the third-party provider. Journawell can assist with dispute resolution for an additional hourly fee.

19. Privacy and Data Protection

19.1 Client Information: Journawell collects and processes client information in compliance with UK GDPR regulations.

19.2 Payment Security: Payment information is processed securely using third-party payment gateways. Journawell does not store sensitive financial data without prior consent.

20. Contact Information

For any inquiries or assistance, clients may contact Journawell:

• CONTACT US HERE

By using Journawell’s services, clients confirm they have read and agree to the updated Terms and Conditions effective as of 15th December 2024