Terms & Conditions

We aim to have a straight-forward, open and reasonable relationship with you, our valued customer, and for you to have a reasoned and reasonable understanding of us as the supplier of your tour experience.

Our goal is for you to have a superb experience with us.

In the interests of clarity, safety and to abide by package tour regulations, we have set out our terms and conditions below. We also have a Frequently Asked Questions (FAQs) page that includes tips and recommendations to help to ensure your experience and stay with us is the best experience it can possibly be.

General Terms & Conditions

These terms and conditions refer to tours provided by Andrew and Diane Nicholson, operating as ‘Outlander: The Past Lives Experience’, of Culloden, Inverness, herein referred to as ‘The Operator’.

All non-UK clients must be in possession of a valid passport. 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.

By booking, reading, and agreeing to our terms and conditions at time of booking you are agreeing to be bound by these. The person booking the Experience (the lead person) does so on behalf of all the other individuals included on it, so that all are bound by the booking conditions.

The content of the pages of this website is for your general information and use only. It is subject to change without notice. Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.

Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.

Our tours are designed for reasonably fit and mobile adults.

  • By prior agreement will accept teenagers between 14 and 18 years old when accompanied by a responsible adult.
  • For couples or individuals, you will travel in comfort throughout the highlands in a modern, spacious, air-conditioned, all-wheel drive Subaru Outback. You will reach your destination relaxed and ready to explore.
    • Additionally, we can accommodate three adults on our Day One and Day Two Outlander tours local to Inverness.
  • Smoking is not permitted in vehicles.
  • We are unable to accommodate pets on the tour.
  • Larger groups will travel in a hired vehicle, the nature of which will depend on the group size and tour requirements.
  • The tours do not involve lengthy walks or require high levels of fitness.
    • Some tour locations may optionally involve walking up a short steep hill or stairs; in this instance:
      • We, the Operator, will advise participants of this and reserve the right to omit that part of the tour.
      • The Operator reserves the right to recommend that a participant does not participate in any such element of the tour which we feel they are not physically fit enough to undertake safely.
  • If any of the tour participants have any special requirements in terms of mobility, dietary needs etc, then please discuss these with us before booking. We will do our best to accommodate you.
  • Tour participants must bring clothing and footwear suitable for the tour conditions and highly variable Highland weather. We supply umbrellas if required.

Food and Refreshments while on Tour

  • We provide a large flask of hot water, and instant coffee, tea, biscuits and a selection of fruit in the car as light refreshments. We also provide a large cool bag and cold bottled water. Please note that we don’t provide lunch.
  • As your Tour Guides, we will bring our own food and refreshments, leaving you free to decide whether you’d like to enjoy a sit-down lunch at one of the locations, or whether you’d like us to take you to a supermarket to purchase a packed lunch to eat later in the day. We will store your packed lunch in the large cool bag until required. You can let us know when we collect you each morning which lunch option you’d prefer for that day, and we will be only too happy to accommodate you.

Payment Options

We accept:

  • Bank Transfers (our preferred option)
  • PayPal Payments (please note if you do choose Paypal, we would need to add 3.4% to the total you’re being charged to cover the Paypal fees).
  • Card Payments over the phone or in person

Bookings and Cancellation charges

A minimum deposit of 20% is required to confirm a booking and reserve your desired dates. If you are booking within 60 days of the start date, full payment will be required. A confirmation email will then be e-mailed to you along with an Experience Requirements Form for you to complete.

If you wish us to book your overnight accommodation in Inverness and Fife we will be happy to do so. We will forward you confirmation of the amount for your agreement, then add it to the deposit or total amount for your tour. We will then pay for your accommodation once your payment has been received, and forward you confirmation from the hotel.

The ‘lead participant’ is the person who makes the booking on behalf of all participants in a multi-person booking. It is your (or on bookings involving more than one person, the lead participant’s) responsibility, as the customer, to check the accuracy of your booking including your travel dates.

The payment and receipt of a deposit does not imply acceptance of a booking. A contract is only made between you and Outlander: The Past Lives Experience (the Operator) upon your booking being confirmed and accepted through written communication thereof to either you/participant or your authorised Travel Agent.

Full payment is required by a date no later than 60 days prior to the date of Experience commencement. If the full payment has not been received by this date, as specified in our confirmation, we reserve the right to treat the booking as cancelled.

Number of days prior to start of Experience Cancellation fee as % of total price
60 days or more 20% (deposit) forfeited
59-30 days 35%
29-15 days 50%
14 days – date of Experience commencement Any refund is at our discretion

Bookings are non-transferable between participants.

If you wish to cancel your booking please do so in writing via email, the date received being the date of cancellation.

If we have to cancel the Experience for any reason, we offer a 100% refund on the Experience or an alternative date agreed by the customer. In the unlikely event that we become unable to provide a significant proportion of the services you have booked after you depart, we will make alternative arrangements for you at no extra charge, or if this is impossible, we will provide you with transport back to the point of arrival and a pro rata refund for the cost of the remainder of your holiday.

In accordance with “The Package Travel, Package Holidays and Package Tours Regulations 1992”, all participants booking with Outlander: The Past Lives Experience (the Operator) are fully protected for the initial deposit and subsequently the balance of all money paid to us, arising from cancellation or curtailment of your travel arrangements due to the insolvency of the Operator.

Accommodation and Travel

When booked directly with us (The Operator), your Experience does not include travel to Inverness. Your Experience with us starts when we pick you up at an agreed place in Inverness.

It is your own responsibility, or that of your authorised Travel Agent to make international flight arrangements and travel arrangements to the agreed pick up point in Inverness. Whilst we will do our best to accommodate any unforeseen changes to your travel arrangements, we (the Operator) cannot take responsibility for changes or alterations to any flights or any travel delays.

Meals and accommodation are not included as part of your Experience package and price. You may be required to directly book and pay for third party accommodation and meals with a third party supplier. Alternatively, your Experience with us may be booked via a third party travel agent, who may book travel (e.g. flights or trains) and accommodation on your behalf.

 

Liability and Force Majeure

The Operator does not accept any liability for loss, damage, delay, inconvenience, or direct or consequential loss, however caused, unless due to our negligence, in which case our liability is limited to a maximum of the cost of the Experience. Any activities such as walks or visits to attractions are completely at the client’s own risk. We advise to our best knowledge each tours physical, dietary and clothing requirements but we can’t make decisions for you.

The Operator will not accept responsibility for accidents, injury, lack of fitness, carelessness, illness, negligence or lack of punctuality attributable to the customer.

If you have any disability or illness, please inform us prior to booking the Experience so advice can be given on the suitability of the tour and our facilities.

The Operator will use all reasonable and legal means to ensure that the tour starts on time agreed and that it reaches its destination on time. The Operator will not incur any liability whatsoever in the event of any delay due to causes or circumstances beyond its control. These circumstances include but are not limited to: weather, roads, traffic, civil disturbance, industrial action, strikes, wars, sickness, floods, any other or events beyond our reasonable control, or force majeure.

The Operator does not accept liability for death, bodily injury or illness unless this arises from the negligent act and/or omission of a representative of the Operator whilst acting in the course of your Experience, tour guiding and your stay with us.

The Operator does not accept responsibility for any loss of valuables, including camera equipment, during your tour and stay with us.

Insurance and Your Safety

We cannot accept responsibility for conditions which are outside our control, e.g. the weather, the closure of visitor attractions etc. We reserve the right to alter or cancel our tour itineraries where necessary due to weather conditions, road closures, etc.

All participants must be fully insured for the duration of the Experience. Participants are responsible for arranging their own travel insurance, which must cover at least medical expenses, injury, death and repatriation. It is advisable that you also have cancellation and curtailment as part of your insurance policy. In addition, you should be insured against loss of or damage to baggage and personal possessions including all your camera equipment.

Complaints

If you should have a complaint about the Experience, then we request that you let us know straight away so that we have the option to discuss and if possible, rectify the issue. Any outstanding complaint must be made in writing and received by the Operator within fourteen days of the end of the Experience.

In the unlikely event of any sort of dispute arising, the Law of Scotland shall apply. If the dispute cannot be resolved directly between us within 6 weeks of written intimation of the dispute, both the Operator and our customer shall attempt to settle the dispute by Mediation. A Mediator will be selected with the assistance of the Law Society of Scotland. If the mediation is unsuccessful, the Sheriff Court at Inverness shall have jurisdiction.

Security and Privacy

We are committed to ensuring that your information is secure in order to prevent unauthorised access or disclosure.

We have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

We take your security and protection of your personal details very seriously. We will not disseminate personal information about our customers to any third party. We will comply with any customer’s request to discard their telephone number, e-mail address and their address details when made in writing via our contact us page.

Our website may contain links to other websites of interest. However, once you have used these links to leave our site you should note that we do not have any control over that other website. Therefore we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.