Last updated: 25th September 2026
wherewegoing? Ltd, Company No. NI737160
19 Glendarragh, Belfast, BT4 2WB
These Booking Terms & Conditions apply to all bookings made with wherewegoing? Ltd (“we”, “us”, “our”), whether you deal with us through our website, customer portal, mobile app, email or another agreed channel. We are a company registered in Northern Ireland (Company No. NI737160) of 19 Glendarragh, Belfast, BT4 2WB.
The person making the booking (“Lead Booker”), who may be different from the designated lead traveller, confirms that they:
These Booking Terms should be read alongside the supplier conditions provided for your booking and our Privacy Policy:
The terms agreed when you book apply to that booking. Later changes to this page do not retrospectively change an existing contract. Supplier conditions apply to the travel services; these terms apply to our agency service. Neither overrides your statutory rights.
wherewegoing? Ltd acts as a Retail Travel Agent. This means we arrange travel services on your behalf with third-party providers such as tour operators, airlines, cruise lines and hotels (“the Principal”).
We identify the relevant Principal before you commit to a booking. Your contract for those travel services is with that Principal; we provide the agency service of arranging the booking.
We will always use reasonable care and skill when arranging your booking and assisting you. The Principal is responsible for delivering its travel services. Our description as an agent does not remove any responsibility the law places on us, including responsibility for our own booking errors or any package travel obligations that apply to the arrangements sold.
All travel arrangements shown on our website, in marketing materials, or provided in quotations are an invitation for you to make an offer to book with the relevant supplier(s). A booking is confirmed when the Principal accepts it and written booking confirmation is issued by the Principal or by us on its behalf. In rare cases, a supplier may decline a booking request (for example due to availability or eligibility rules).
The protection for your booking depends on the services and how they are sold. Before you commit, we will identify the supplier or package organiser, explain whether you are buying a package or separate travel services, and provide the applicable protection information. Showing services together in an itinerary does not, by itself, determine their legal status.
When we sell a named tour operator’s package as agent, that organiser is responsible for the package and its applicable insolvency protection. Additional services are not automatically part of that package. However, if the arrangements meet the legal definition of a package or linked travel arrangement, the corresponding statutory rights apply regardless of the label used.
Where a booking is a linked travel arrangement under the rules in force when it is made, we will provide the required information about your rights and the applicable insolvency protection before you commit. Linked travel arrangement protection differs from package protection and does not generally cover the separate supplier’s insolvency.
If you buy an ATOL-protected flight or flight-inclusive holiday, you will receive an ATOL Certificate identifying the protected services and the ATOL holder. wherewegoing? Ltd does not hold its own Air Travel Organisers’ Licence. Not every flight, cruise or other booking is ATOL-protected. ABTA membership, where held by a supplier, does not by itself mean every booking with that supplier has financial protection.
Payments may be processed through Protected Payment Services and, where applicable, handled through the Protected Trust Services trust account arrangements. Payment processing and trust account handling do not by themselves establish that a booking is a package or ATOL-protected. The protection, provider and scope applying to your booking will be confirmed in writing.
For a single service or separate services which are not a package or linked travel arrangement, statutory insolvency protection may not apply. Please ask us before booking if the protection information is unclear. These terms do not replace the booking-specific statutory information or certificates you must receive.
A deposit or full payment is required as set out by the Principal at the time of booking.
Payments are collected and accounted for under the payment and client-money arrangements explained for your booking, including supplier payments and any disclosed agency charges.
The remaining balance must be paid by the due date shown on your confirmation. Failure to pay on time may result in cancellation and cancellation charges in line with the Principal’s terms.
In the unlikely event of an obvious pricing or administrative error, we reserve the right to correct this before your booking is confirmed.
Online card payments are processed through Protected Payment Services. We do not store your full card number or CVV. Payment records may include a Protected Payment Services reference, payment status and Protected Trust Services booking reference where these are needed for reconciliation, audit, customer support or supplier payment.
A £30 late payment administration fee per booking may apply if the balance remains outstanding seven days after the due date, where disclosed before booking and reasonable in relation to the extra administration caused. This is not a seven-day extension of the supplier’s payment deadline. We will not charge it for a delay caused by us.
Where online booking is available, a saved quote, accepted quote, temporary cabin hold, payment authorisation or payment receipt alone is not confirmation of a travel booking. Follow the status shown and wait for written booking confirmation. If the outcome is pending or unclear, contact us before trying again to avoid duplicate bookings or payments. If a booking cannot be completed, we will explain the outcome and arrange any payment release or refund due; your bank may take additional time to show it.
Prices can change and occasional errors may occur. The price payable will be the price confirmed to you at the time of booking by the relevant supplier.
If we become aware of an obvious pricing error before a booking is confirmed, we will tell you as soon as reasonably possible and you will have the option to proceed at the correct price or not proceed.
The Lead Booker must check the details for everyone travelling before submitting a booking, on receipt of confirmation and again when tickets or vouchers are issued. Check names against the travel document each person will use, dates of birth, travel dates, destinations, contact details and the services selected. Check prefilled details and saved companions carefully; a previous booking does not establish that the information is still correct.
Tell us promptly if anything is wrong or changes, including after a passport renewal. Changing details in your profile or uploading a new document does not, by itself, amend a supplier booking or ticket. Ask us to confirm any necessary correction with the supplier. Corrections may incur supplier charges or require a new booking, and may not be possible.
You are responsible for reasonable amendment, reissue, cancellation or replacement costs caused by inaccurate or incomplete information you supply or by your failure to correct an error you become aware of promptly. This does not make you responsible for errors caused by us or a booking system for which we are responsible. Our liability is explained in section 13.
If you wish to amend or cancel your booking, the Lead Booker must notify us in writing, including by email or a portal message. We will confirm receipt and explain the available options. Do not assume a request has been completed until you receive confirmation; contact us promptly if a deadline is approaching and you have not heard back.
Supplier amendment and cancellation charges depend on the conditions supplied before booking and may be up to 100% of the booking cost. Any statutory right to transfer a package, cancel without a termination fee or receive a refund takes precedence over those conditions.
Our administration fee for a customer-requested amendment or cancellation is £30 per person affected, in addition to applicable supplier charges, where disclosed before booking and reasonable for the work involved. For cruise bookings made online, our cancellation fee is instead £30 per booking. It is taken as part of your first payment and counts towards your balance if you travel; if you cancel, we keep it together with the cruise line's cancellation charges. We will explain the charges before you instruct us to proceed. We do not charge for correcting our own errors or deduct a fee from a refund which the law requires to be made in full.
If the Principal makes a significant change or cancels your arrangements, we will inform you as soon as reasonably possible.
Any alternative arrangements, refunds or compensation will be handled in accordance with the Principal’s terms and applicable regulations.
We will always assist you in communicating with the Principal and help you understand your options.
Tell us before booking about dietary requirements, accessibility needs, medical assistance or any other requirement that is essential to your trip. We will check with the supplier and explain what can be provided. Do not assume that entering a request in your profile or booking form means the supplier has accepted it.
A preference such as an adjoining room or room location is not guaranteed unless confirmed as part of your booking. This does not limit any agreed service, our duty to use reasonable care and skill, or applicable accessibility and passenger assistance rights.
We strongly recommend that you take out comprehensive travel insurance at the time of booking.
Your policy should include cover for: cancellation, medical expenses, repatriation, and personal belongings.
Travel insurance is essential protection for unexpected events.
Each traveller is responsible for checking that their passport is in date, in suitable condition and valid for the whole journey. The Lead Booker must ensure that everyone in the party, including children, knows and meets the requirements. Check before booking and again in good time before departure, allowing enough time for renewals and applications.
An unexpired passport is not necessarily valid for travel. Requirements can include a limit on the time since the passport was issued, a minimum period remaining after arrival or departure, blank pages and restrictions on damaged, emergency or temporary passports. Check the rules for your nationality, passport type and circumstances for every destination, transit country and cruise port, as well as any carrier requirements. There is no single three-month or six-month validity rule that applies to every journey.
You must obtain the necessary visas, electronic travel authorisations, transit permissions and any documents required for children, and comply with applicable entry, health and vaccination requirements. Names on bookings and tickets must match the travel documents used. Carry the required original documents; a copy uploaded to the portal is not a substitute.
Check the current FCDO foreign travel advice, the relevant embassy or consulate and your carrier’s requirements. Tell us before booking if you need help understanding a requirement. We will provide the general passport, visa and health information required by law and take reasonable care with any advice we give.
Collecting passport details for Advance Passenger Information, accepting a booking or showing an expiry warning does not certify that a passport is suitable for the journey or guarantee admission. Some booking forms allow passport details to be supplied later; you must still provide complete, correct information by the supplier’s deadline and meet all travel requirements.
We are not responsible for lost holiday costs, denied boarding or entry, missed travel, amendment or cancellation charges, fines, replacement travel, accommodation or other expenses to the extent they are caused by your failure to meet these requirements or by incorrect or incomplete information you provide. You may have to pay these costs yourself, and a refund or insurance payment is not guaranteed. This exclusion does not apply to loss caused by our own error, negligence, misleading advice or breach of a legal duty, including a duty to provide required travel information. Your statutory rights remain unaffected.
Occasionally events outside anyone’s control may affect travel arrangements. These may include:
In such situations, arrangements may need to be changed or cancelled by the Principal.
Where applicable, refunds or alternatives will be handled in line with the Principal’s terms and relevant regulations.
Your rights to assistance, alternative arrangements, refunds or compensation depend on the circumstances and applicable package travel or passenger-rights law. A supplier’s agreement is not needed for rights provided by law. Contact us and the supplier promptly before arranging alternatives where practical, and keep receipts for reasonable expenses. You may need to meet costs which are not recoverable under those rights, the booking terms or your insurance.
We are responsible for providing our agency service with reasonable care and skill, including booking errors attributable to us and technical defects in a booking system for which we are responsible. Where we breach our contract or fail to use reasonable care and skill, we are responsible for the resulting loss that was reasonably foreseeable.
The named Principal is responsible for performing the travel services we arrange as agent. This does not exclude any responsibility imposed on us by package travel law or other applicable law. Responsibility for customer errors is limited as explained in sections 6 and 11; those provisions do not transfer responsibility for our own failings to you.
Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any liability or consumer remedy which cannot lawfully be excluded or limited.
You may exercise your statutory rights and your card provider’s payment-dispute procedures. Contact us if a payment appears wrong so we can investigate; this does not prevent you from contacting your bank or card provider directly.
A reversed payment does not by itself cancel a valid booking debt, but you owe only amounts properly due under your contract and the law. We will explain any disputed balance and account for refunds or reversals so the same amount is not recovered twice. We do not impose an automatic charge merely because you exercise a payment-dispute right.
We aim to provide a friendly and professional service. We reserve the right to decline or cease direct contact where behaviour towards our staff or suppliers is abusive or threatening. Any action will be proportionate and will not remove your existing contractual or statutory rights. We will explain how essential booking communications can continue.
Accommodation ratings, descriptions, and facility information are provided by the relevant supplier and are intended as a general guide. Standards and rating systems can vary between countries and between suppliers. We take reasonable care when presenting supplier information and will correct errors we become aware of.
All services are subject to availability. If you need specific details about accommodation or any other travel service, please ask us before booking.
If something goes wrong during your trip, tell the Principal or its local representative promptly so it has an opportunity to put things right. You can also contact us for help passing on the complaint and understanding your options.
For a complaint about our service, contact hello@wherewegoing.co.ukwith your booking reference and what happened. We will investigate and respond. We can also help you use the Principal’s complaints procedure and identify any applicable independent dispute-resolution scheme. These steps do not restrict your statutory rights.
Please ensure you check all tickets, vouchers and travel documentation on receipt. You are responsible for ensuring you arrive in good time for check‑in at airports, ports, stations or other departure points.
For some flights it may be necessary to reconfirm departure times directly with the airline prior to travel. If you fail to reconfirm when required, you may be refused boarding and you may not receive a refund.
We normally provide booking information and documents electronically through email, the customer portal or the app. Keep your contact details current, check your messages and download important documents before travel. Tell us promptly if expected documents have not arrived or cannot be opened so we can help.
Where physical documents are needed, we will agree delivery arrangements with you. Supplier reissue costs caused by your loss of documents or incorrect details may be payable by you; this does not exclude our responsibility for our own errors or failure to deliver as agreed.
Our website, customer portal and mobile app are convenient ways to view quotes, itineraries, payment information, travel documents and messages, and to communicate with us. Your booking confirmation, the relevant Principal's documents and any later written amendments remain the authoritative record of your booking.
App and portal notifications are optional convenience messages. Delivery can be delayed or prevented by device settings, connectivity or third-party notification services. You should not rely on a notification as the only reminder of a payment deadline, departure time, travel requirement or supplier change.
You are responsible for keeping your device and account access secure, using a supported and reasonably up-to-date version of the app, and telling us promptly if you believe someone else has accessed your account.
We may update, suspend or withdraw digital features where reasonably necessary for security, maintenance or service changes. This does not affect your statutory rights or the terms of an existing booking. Your download and use of a mobile app may also be subject to the applicable app marketplace terms or end-user licence; the app marketplace is not a party to your travel booking.
We will process your personal information in accordance with our Privacy Policy.
By making a booking, you acknowledge that we will share necessary information with the relevant travel provider to arrange your travel services.
We only share information that is necessary to arrange and deliver the travel services you have booked.
In order to arrange and deliver your travel services, we and/or the supplier may need to share certain booking information with relevant third parties, including airlines, accommodation providers, transfer companies, insurance providers (where applicable), and public authorities (such as customs and immigration) where required by law.
Give other travellers this Privacy Policy and ensure you are authorised to provide their details. Health, accessibility, dietary or religious information can be special category data and requires an additional legal condition for processing. Accepting booking terms does not itself provide explicit consent for that processing or opt anyone into marketing.
Some suppliers or authorities may be located outside the UK/EEA, where data protection standards may differ. If we cannot lawfully share the information required to fulfil your booking, we may be unable to proceed with your booking request.
These Booking Terms are governed by the laws of Northern Ireland. You retain any mandatory consumer protections and rights to bring proceedings in the courts of your home country which apply by law. Nothing in this clause requires you to use the Northern Ireland courts where you have a legal right to use another court.