Last modified: October 4th, 2023

SECTION 1 - SCOPE OF SERVICES 

Trip Consulting (Ruby Plan):

We will review whatever plans you may have to London and offer advice on the best neighborhoods to explore on foot, best time of day or day of week to go to an attraction, personal favorite places, what to do in case of inclement weather, etc. 

Custom Itinerary Planning (Emerald and Diamond Plans): 

We will create a personalized day-to-day itinerary tailored to your preferences, interests, and budget for your trip to London. Your custom itinerary will include recommendations for attractions, activities, dining options, and basic transportation notes. 

Our recommendations and guidance represent our professional opinion and do not constitute legal or binding counsel.

We always will thoroughly research and curate recommendations for sightseeing, cultural experiences, dining, and entertainment options based on your preferences. We will consider factors such as opening hours, accessibility, and seasonality. We may offer guidance in your itinerary on transportation options within London, including public transportation, black cabs, and any special recommendations your itinerary requires.

Reservation Bookings (Diamond Plan): 

For Diamond plan clients, we will make dining reservations and book tickets for popular attractions, museums, guided tours, concerts, events, etc. Any associated costs for tickets or tours are not included in our service fees.

Intake Form and Meet & Greet Call:

The purpose of these tools is to gather all the pertinent information needed to plan your travel according to your preferences. The Intake Form, coupled with your Meet & Greet Call, will yield a  comprehensive understanding of your travel goals, interests, and any specific requests you may have. 

Accommodations and flights:

While we don’t book any lodging, upon request, we can provide a few recommendations for accommodation options in London, taking into account your budget and preferred location. Same goes for flights: we won’t book your flights but we’re happy to advise on which airports are the easiest to fly into, ground airport transportation, best time of year to visit London, etc. 

SECTION 2 - CLIENT RESPONSIBILITY

For Ruby plans, it will be the client’s responsibility to:

1. Purchase a plan
2. Read the Terms of Service, Privacy Policy, and Policy Handbook
3. Book Review Call
4. Attend Review Call

For Emerald and Diamond plans, it’s the client’s responsibility to:

1. Purchase a plan
2. Read the Terms of Service, Privacy Policy, and Policy Handbook
3. Book their Meet & Greet Call
4. Attend their Meet & Greet Call
5. Fill out a Credit Card Authorization Form (Diamond plan only)
6. Book Review Calls
7. Attend Review Calls
8. Communicate desired edits to the itinerary (or reservation bookings if Diamond plan)
9. Monitor email for confirmations and potential changes from third-party service providers (i.e. restaurants, venues, museums, etc.)
10. Complete a feedback evaluation post travel, if requested 

SECTION 3 - INTAKE FORM

All clients must fill out an Intake Form. Clients must wait to fill out the Intake Form until travel dates are confirmed. 

SECTION 4 - MEET & GREET CALLS

Meet & Greet Call is booked by the client at their discretion and at mutual convenience. 

The Meet & Greet Call is included in the Emerald and Diamond plans.

The Meet & Greet Call can also be booked, for free, by prospective clients and as extra time for Ruby plan clients.

If the client would like to skip the Meet & Greet call, the client must communicate that to us by either emailing or going through the contact form. In this case, an itinerary will be created without a Meet & Greet call. The itinerary draft will be emailed within 3 weeks of this client communication being sent.

SECTION 5 - ITINERARY

The paying client will receive one itinerary regardless of how many people are traveling.

The draft itinerary will be emailed within 3 weeks of the Meet & Greet Call, as a Google Document.

The final itinerary will be completed within 3 days of the final Review Call. 

SECTION 6 - REVIEW CALLS

Emerald and Diamond plan Review Calls are booked by the client at their discretion and convenience within these timing requirements:

1. The first Review Call must be booked after receiving an email with the itinerary draft (meaning within 3 weeks of the Meet & Greet Call)
2. Review calls must be completed at least 7 days before travel (and are ideally completed at least 30 days before travel). Client understands inherent serious limitations in itinerary adjustments the closer to travel including limited availability, no availability, loss of itinerary item, shifting an entire day’s plan, switching plans with another day of the week, etc. (See below for reservation booking timing requirements)
3. Book Review Calls at least 5 days apart 
4. Book all Review Calls at once

Review calls may be forfeited if client does not: 

1. Book Review Calls 
2. Book Review Calls far enough out from travel (at least 7 days before travel)
3. Is more than 15 minutes late to Review Calls  
4. Show up to Review Calls
5. Request to reschedule at least 3 hours in advance 
6. Space Review Calls out appropriately (at least 5 days apart)

In these circumstances, we’ll determine whether to permit a replacement Review Call to occur. No refunds will be given for Review Calls in these instances.

Review calls may also be forfeited if we feel threatened or mistreated. Review calls will be canceled immediately and the relationship terminated. A refund will be dispensed according to the Refund Policy below (section 16).

SECTION 7 - SUPPLEMENTAL RESOURCES

The Top 10 London Travel Tips Cheat Sheet and Google Map will be emailed within 3 days of the final Review Call after all itinerary edits (and reservation bookings, when applicable) have been finalized.

SECTION 8 - COMMUNICATION

Our communication should take place over email, comments in the Google Document and via Zoom calls (not Instagram, Tik Tok, Google Chat, text, phone call or in person meetings).

Requests should be bundled together in a single email whenever possible. 

SECTION 9 - RESERVATION BOOKINGS

Diamond plan clients will receive reservation bookings, including but not limited to restaurant reservations, museums, exhibitions, events, nightlife, entertainment, tours, and other related services. 

To book reservations, the client must fill out a Credit Card Authorization form on Jotform which will provide consent for securing reservations. Please see our Privacy Policy for more information on how this information is used, stored and disposed of. 

Reservation bookings will be made with the client’s email address and details (e.g. credit card details, number of people in the reservation, etc.). As such, confirmations of bookings will be emailed to the client upon booking. As such, it is the client’s responsibility to monitor changes to the reservation bookings from the third-party service provider. 

The main details of the booking (address, time, number of tickets/places, date) will also be included in the itinerary Google Document shared with the client.

We guarantee at least three reservation bookings with the Diamond plan. 

A true faith effort will be made to obtain bookings, however, understand that not all items on your itinerary will: 

1. Allow advance bookings 
2. Have availability at the time we go to make the booking, and thus your itinerary is subject to change 

SECTION 10 -  SPECIAL REQUESTS 

We will try to follow through with any special requests (such as specific event seating, dietary requirements and allergies or events on a specific day) and will pass any special requests to the relevant supplier, however, we are unable to guarantee compliance with such requests and are not liable for any loss suffered in the event of such requests not being complied with.

Clients must verbally confirm any allergies to London dining establishments before placing an order. Oftentimes the dining establishment will ask if guests have any allergies, but sometimes they do not, especially for quick serve and fast food establishments. This burden of information is on the client to communicate. We are not liable for any effects of dietary or allergy misinformation, lack of information, misunderstanding or negligence on either the client or establishment’s side.  

SECTION 11 -  EXCURSIONS

For any excursion or other tours that you book independently while traveling, your contract will be with the operator of the excursion or tour and not with us. We are not responsible for the provision of the excursion or tour or for anything that happens during the course of it.

SECTION 12 - RESERVATION BOOKING CANCELLATIONS/ADJUSTMENTS/REFUNDS 

When it is known in advance that a third-party service provider (e.g. restaurants, museums, exhibitions, etc.) cannot accommodate the client, we will make a true faith effort to find alternative plans as long as this information is shared with us via email from the client within 3 days of the final Review Call. 

If this timing stipulation is not met, the onus of finding alternative plans lies with the client. 

Any additional support needed 3 days after the final Review Call is subject to our discretion. 

Third-party Service Providers 

The client is subject to all Terms and Conditions of third-party service providers. 

Jilly London LLC is not liable for any actions taken by any third-party service providers (e.g. restaurants, museums, exhibitions, etc.), including if they:

1. Cancel your booking
2. Change your booking
3. Charge a late arrival fee
4. Increase your fee
5. Charge a no-show fee
6. Give away your booking 
7. Close their location, temporarily or permanently 
8. Inflict harm such as food poisoning, mental distress, physical bodily harm, or death

As a travel planning service, we accept no responsibility for the acts or omissions of the third-party service providers. The provider’s Terms and Conditions will apply to your booking and we advise you to read these carefully as they contain important information. 

Until 3 days after the final Review Call, we will make changes on the client’s behalf in the scenario in which the provider offers alternative arrangements or a refund in their communications directly with the client, and the client notifies us.

If the client fails to notify us before 3 days after the final Review Call, nor communicates with the provider, the provider is entitled to assume the client wishes to receive a full refund. 

We accept no liability for any changes or cancellations made to the client’s arrangements by the provider under the client’s contract with them. 

For Emerald Plan clients:

Even though we are not conducting reservation bookings on your behalf, we will contact you if we become aware of any change in any third-party service provider we recommended on your itinerary.  

We will make a true faith effort to find alternative plans as long as this information is shared with us via email by the provider within 3 days of the final Review Call. 

SECTION 13 -  YOUR TRAVEL DOCUMENTS

Your specific passport and visa requirements, and other immigration requirements are your responsibility and you should confirm these with the relevant Embassies and/or Consulates. We do not accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements, Covid documentation, etc.

SECTION 14 -  TRAVEL INSURANCE

Travel is sometimes unpredictable and so we recommend purchasing a travel insurance policy. Travel insurance is a complex product and it’s important that any insurance you purchase is suitable for your personal and unique circumstances. For US travelers, we recommend searching via an online marketplace to find the insurance plan that suits your needs best. Also ensure you know the difference between: “trip cancellation insurance,” “travel insurance,” and “travel protection.” There’s also medical insurance you can purchase while traveling. We will not be responsible for any costs incurred by you or any member of your party before, during or after your trip as a consequence of inappropriate or insufficient travel insurance being purchased. 

It is your responsibility to locate London’s health services, local authorities and consular assistance, if needed.

SECTION 15 - CHANGING DATES

Emerald and Diamond Plans 

We understand life happens and travel dates can change. If travel dates change, we’ll try to be flexible and accommodate as such:

Pre Meet & Greet Call - will be accommodated fully 

Post Meet & Greet Call but before itinerary emailed - will make a true faith effort to adjust the itinerary 

Post itinerary emailed - no guarantee the itinerary can be adjusted 

3 days post the final Review Call - no changes

SECTION 16 - REFUNDS

Ruby Plan

Pre Review Call - 100% refund

Post Review Call - no refund

Emerald and Diamond Plans 

Pre Meet & Greet Call - 100% refund

Post Meet & Greet Call but before itinerary emailed - 30% refund

Post itinerary emailed - no refund

Any exceptions to this policy will be made at our discretion.

SECTION 17 - TRANSFERS 

The client may transfer their plan to another new client without a fee as long as the original client is no longer traveling to London within 180 days of the original client’s originally scheduled trip. If the original client is traveling within that time window, the new client must purchase their own plan. You may not sell or resell any Jilly London itinerary. 

It is up to our discretion as to whether we’ll reissue the intake form and do another Meet & Greet Call, depending on the point in the process the transfer is made.

SECTION 18 - PLAN EXPIRY

Our travel plans (services) must be utilized by the client within a reasonable period of time, and in no event more than 1 year from the date of purchase ("Validity Period"). The Validity Period shall commence from the date of purchase and shall expire one year thereafter. In exceptional cases, we will review extension requests if submitted in writing via email. Requests will be reviewed on a case-by-case basis.

SECTION 19 - TRIP CANCELLATION OR DELAY

Travel can be complex and sometimes the worst happens. If your trip is canceled or impacted by a severe delay, get in touch via email. We will try to accommodate you but there is no guarantee. 

SECTION 20 - UNAVOIDABLE AND EXTRAORDINARY CIRCUMSTANCES 

We are not liable for failure to travel or abbreviated travel due to unavoidable and extraordinary circumstances, a situation beyond the control of a party the consequences of which could not have been avoided even if all reasonable measures had been taken by that party.  

Unavoidable and Extraordinary Circumstances will usually include, but are not limited to, war, threat of war, airport closures, airspace closures (as well as other air traffic management decisions which may give rise to long or overnight delays or cancellations of one or more flights), serious security problems such as riots, civil disturbance or unrest due to political instability or terrorist activity (actual or threatened), industrial disputes, technical or maintenance problems with transport, machinery or equipment, power failure, significant risks to human health such as outbreak of serious disease at the travel destination, natural or nuclear disaster, fire, flood, drought, earthquake, or adverse weather conditions (actual or threatened) and the Federal Government advising against travel to a particular destination. 

SECTION 21 - TESTIMONIALS & PHOTOS

On occasion, we will ask you to write a testimonial via email or google form. This is optional and totally up to your discretion. 

If you write one, we reserve the right to use it on our website, promotional materials or on social media websites indefinitely. We have the right to modify or edit the review for better clarity without changing the intent.

On occasion, we will ask you to provide a photo(s) with your testimonial. If you provide photo(s) with your testimonial, you grant us the right to use your photo(s) for testimonials on our website, promotional materials or on social media websites. 

You confirm you have the necessary rights and permissions to provide these photos and that they are not violating any third-party rights.

We have the right to modify or edit the photos (e.g., cropping, resizing) for better display.

We have the right to use the photos indefinitely, however, the ownership of the photos remains with you, and we are only granted a license to use them for promotional purposes.

Your personal information (besides your first name and the type of plan you purchased) will not be shared or associated with the photos without your explicit written consent.

If you would like us to remove your written testimonial or photo(s) from our website, social media accounts or promotional material, a request should be made in writing to hello@jillylondon.com .

SECTION 22 - CHANGES TO POLICIES

You can review the most current version of the Policy Handbook at any time at this page.

We reserve the right, at our sole discretion, to update, change or replace any part of these policies by posting updates and changes to our website. It is your responsibility to check our website periodically for changes. Your continued use of or access to our website or the service following the posting of any changes to these policies constitutes acceptance of those changes.

SECTION 23 - CONTACT INFORMATION

Questions about this Policy Handbook should be sent to us at hello@jillylondon.com