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 aim is for you to have an exceptional experience with us.
Please note: Outlander: The Past Lives Experience is not in any way affiliated with Diana Gabaldon, Sony Pictures Entertainment or Starz Entertainment, LLC. Our Outlander-themed tours are provided to meet the needs of Outlander fans and to allow them to experience some of the best that the Scottish Highlands has to offer. No copyright or trademark infringement is intended on this website.
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.
- One one-day tours, we accept teenagers between 12 and 15 years old on our tours when accompanied by a responsible adult.
- Our 7 day packaged tours are for adults only aged 16 years or above.
- For groups of three to six, our vehicle is a 2017 Mercedes Vito Tourer ‘Select’ long wheel-base. This is a quiet, efficient, spacious minibus with airconditioning, comfort leatherette seating, comfort suspension. It has wi-fi and phone charging capabilities. Note: a mobile/cell phone signal cannot be guaranteed in the Highlands.
- For couples or individuals, you will travel in comfort throughout the highlands in a modern, spacious, air-conditioned, all-wheel drive Subaru Outback estate/sedan. You will reach your destination relaxed and ready to explore.
- By Law, no smoking is permitted in vehicles or any buildings.
- 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 (e.g. in castles); 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.
- Some tour locations may optionally involve walking up a short steep hill or stairs (e.g. in castles); in this instance:
- 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.
- If you have any special mobility needs then we recommend that you consider a private tour with us, rather than one of our scheduled tours, so that we can give you the attention and any extra assistance that you may need.
- We don’t have any specific disability or access equipment such as ramps or hearing loops.
- We do have a PA system which sends our voices from microphones on headsets to the speakers in the rear of our minibus, which could help the hard of hearing.
Our Mercedes Vito Minibus has the following features:
Wide sliding passenger access doors (30” or 76cm wide ), with a particularly low step (15” or 38cm high) up into the minibus and a space of 20” (51cm) wide to enter between the two rows of seats.
Extra-long-wheelbase which gives additional leg room, adjustable seating arrangements and a large boot which could be used for storing a folding wheelchair. The boot is 40” or 102cm deep, but can be increased in depth by a few inches at the expense of legroom.
- Tour participants must bring clothing and footwear suitable for the tour conditions and highly variable Highland weather. We supply umbrellas if required.
- Our scheduled one and seven-day Outlander Tours are for English speakers only. We are unable to accept non-English speakers on these scheduled tours, neither do we accept people translating for non-English speakers, as it is distracting for our other guests and adds unacceptable delays to the tours.
- If you would like to book a non-English speaker and a translator onto any of our Outlander Tours, then you would need to book a private tour and contact us first to discuss this. We are unable to provide translation services ourselves.
Food and Refreshments while on Tour
Meals are not included. Breakfast is included if you have booked an accommodation-inclusive tour. For smaller group tours of up to six people, we provide a large flask of hot water, along with coffee and a selection of teas in our vehicle as light refreshment. We also provide a large cool bag and cold bottled water. 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.
If booking a group coach tour then, unfortunately, we’re unable to supply the hot beverages in the vehicle. We will, however, ensure that we take you to excellent locations for refreshment breaks and lunch.
Payments are normally made via our secure online booking system (from TuriTop); the payment gateway is Stripe – a well-established industry standard card payment processing platform often used by online booking engines.
We can also accept Bank Transfers and we utilise transferwise.com which allows you to pay us in your local currency for no charge. PayPal payments and card payments over the phone or in person are possible, but not preferable.
Bookings and Cancellation charges
On all of our tour products – apart from the scheduled One Day Outlander Tours from Inverness – a minimum, non-refundable 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, or you are booking the scheduled One Day Outlander Tour from Inverness, then full payment will be required.
- A confirmation email will then be e-mailed to you.
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.
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.
If you wish to cancel your booking please do so in writing via email, the date received by us being the date of cancellation.
Cancellations of One, Two, or Three Day Non-Packaged Tours
We reserve the right to charge a £30 administration fee for cancelled bookings in addition to which you will not be refunded any fees that we have been charged by our payment gateway.
We recommend that you take out adequate travel insurance to cover any such losses that you may incur – through no fault of our own.
Please note that if you book a tour incorrectly or contrary to our Terms and Conditions you will be charged the £30 admin fee and payment gateway fees. This includes situations where:
- You have booked a standard tour, but really wanted a custom tour and then decide to cancel.
- You have booked children onto our tours without reading and complying with the terms and conditions.
Cancellations of Two, Three, Seven Day or Bespoke Packaged Tours
A packaged tour is one where we supply entry tickets and/or accommodation which are included in the price that you pay us.
If you have booked and then cancel such a package tour, then the following cancellation fees apply.
|Number of days prior to start of Tour||Cancellation fee as % of total price|
|60 days or more||80% refunded, 20% (deposit) forfeited|
|59-30 days||50% refunded|
|29 days to date of tour commencement||0% refunded|
In addition, if you have paid for accommodation as part of a packaged tour, then any cancellation fees from the accommodation provider will be charged to you.
Note: some accommodation providers offer a lower price for a fixed, non-refundable booking. We will discuss such options with you prior to booking. In this scenario, if you cancel your booking with us then you would lose the accommodation fee.
Cancellations by Us
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.
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. 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 included as part of your Experience package and price unless otherwise stated. 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.
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.
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.