Last updated: 10 October 2026
What we sell are travel services on set dates, not physical goods. “Delivery” here means getting your booking documents to you; “returns” means giving your money back when a booking is cancelled.
1. Delivery of documents
- When we receive your booking request, we send a “request received” email to the address you gave.
- When your booking is confirmed, you get a confirmation email with your booking number and the service details; for flights it holds your ticket and PNR code, for transfers the meeting details. Keep it with you at hotel check-in and on your tour.
- Confirmations are usually sent the same day, and within 24 hours at the latest.
- If an email has not arrived, check your spam folder or write to us. Guests are responsible for giving a correct email address and phone number.
2. Payment
When you book, we only place a hold on your card. The amount is charged once your booking is confirmed (for flights, once the ticket is issued). If we cannot confirm a booking, the hold is released and you are not charged.
3. Cancellation terms
The cancellation terms of each item are shown when you choose it and in your confirmation email, and those terms apply:
- Hotels: the terms on the room card. Rooms marked “free cancellation” can be cancelled free of charge up to the date shown; “non-refundable” rooms cannot be refunded.
- Tours and activities: the cancellation period on the tour card.
- Flights: the airline’s fare rules. Once the ticket is issued, refunds and changes are possible only as far as the airline allows, with its fees.
- Airport transfers: the terms shown when you book.
- Holiday packages and Build Your Trip: each part of the package (flight, hotel, tour, transfer) has its own terms.
To cancel, write to [email protected] or message us on WhatsApp with your booking number (LR-…). The time your request reaches us is the time of cancellation.
4. Refunds
- Refunds go back to the card you paid with; we do not refund in cash or to another account.
- We start the refund once the cancellation is final; it usually shows on your card within 7-10 working days, depending on your bank.
- Any fees the hotel, airline or tour company charges under its own rules are deducted, and we tell you the amount before refunding.
- No-shows and partly used services are not refunded unless the item’s terms say otherwise.
5. Changes
Write to us to change dates, names or rooms. Changes depend on availability; if there is a price difference or change fee, we tell you before making the change.
6. If we have to cancel
If the hotel, tour or transfer company or airline cannot provide the service, we tell you straight away and offer an equivalent option where possible. If you do not accept it, you get a full refund of what you paid.
7. Contact
Email: [email protected] · UK: +44 20 3411 2421 · Turkey: +90 242 212 0430 · WhatsApp: +44 7384 583976