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, Mercedes Vito 8-seater minibus. 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.
  • The tours do not involve lengthy walks or require high levels of fitness.
  • That said, we do have basic fitness and mobility requirements. It is a guided package tour, which cannot be modified to meet the limitations of individuals who do not have a reasonable level of fitness and mobility.
  • If you are booking this tour on behalf of others, then it is your responsibility to ensure that all the tour participants in your group are able to meet and comply with these terms and conditions.
  • Some tour locations may optionally involve walking up a short steep hills 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.
    • More details about fitness and mobility requirements and our tour vehicle are provided on the Frequently Asked Questions page.
  • Tour participants must bring clothing and footwear suitable for the tour conditions and highly variable Highland weather. We supply umbrellas if required. Please bring waterproof and wind-proof layers of clothing. Please bring and wear sturdy and water-resistant walking shoes or boots. Do not wear flimsy footwear including sandles or pumps/plimsolls. We do not recommend wearing Wellington boots.
  • 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.

If you have Special Requirements

If any tour participants have special requirements in terms of mobility, dietary needs, hearing impairment, travel sickness or anything else that is not listed here which may affect the tour, then it is vital that you discuss these with us before booking so that we can assess whether this tour is suitable for you. If you book without discussing special requirements with us first and we do not feel this tour is suitable for you, then you may forfeit your payment depending on when you advise us of your requirements. Any refund we agree to pay you if we are unable to accommodate you on this tour will be 1) based on our standard cancellation terms which are further down this page – please scroll down, and will be 2) minus the Stripe fees, which will have already been charged to your payment and are not recoverable, plus an administrative fee.

  • 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 (14” or 36cm high) up into the minibus and a space of 20” (51cm) wide to enter between the two rows of seats.

Luggage Allowance Per Person

We can accommodate one large and one small piece of baggage per person as per the sizes laid out below. We won’t be able to carry any more in the minibus, so if you are bringing more luggage, please arrange to store it somewhere while you are on tour with us:

One suitcase/rucksack up to 25kg within the following dimensions: 30 x 25 x 10 (inches) or 76 x 63 x 25 (cm).

One piece of hand luggage, up to 10kg, within 24 x 16 x 13 (inches) or 60 x 40 x 33 (cm)

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.

Payment Options

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 Wise (formerly transferwise.com) which allows you to pay us in your local currency for no charge. PayPal payments are possible, but not preferable and will incur a 5% fee.

Please note that as of 13th September 2022 for our 2024 tours, due to the volatile state of the financial markets and inflation, we reserve the right to apply a surcharge to our tour price. We will only do so if our costs are inflated unexpectedly high (i.e. if inflation continues to run at well over 10% or our hotel prices rise by significantly more than this). We very much hope not to have to resort to this and would only do so to cover any unexpectedly increased costs.

Bookings and Cancellation charges

On all of our tour products, 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 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 and to ensure compliance of each individual with these terms and conditions.

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

We recommend that you take out adequate travel insurance to cover any such losses that you may incur through no fault of our own.

The following cancellation fees apply.

Number of days prior to start of your TourCancellation fee as a % of the total price of your Tour
60 days or more (if your tour is paid in full before 60 days prior to the start)80% refunded, 20% forfeited (the non-refundable deposit is forfeited)
59-30 days50% refunded
29 days to date of tour commencement0% refunded

IMPORTANT – For any disruption to your tour caused by Government imposed restrictions relating to Covid, it is essential that you have adequate travel insurance in place to cover the potential costs involved, such as additional hotel accommodation/quarantine, the loss of part of your tour, onward travel, repatriation etc. These costs are not covered by us. For information on how we are dealing with all upcoming tours in relation to Covid, click here.

In addition, if we have paid for or reserved accommodation as part of a packaged tour, then any cancellation fees from the accommodation provider will be charged to you. This includes the cost of our own accommodation for tours that involved overnight stays away from Inverness where we are based.

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 (not Government imposed restrictions relating to Covid)

If we have to cancel your tour for any reason other than Government imposed restrictions relating to Covid, we offer a 100% refund 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.

IMPORTANT – For any disruption to your tour caused by Government imposed restrictions relating to Covid, it is essential that you have adequate travel insurance in place to cover the potential costs involved, such as additional hotel accommodation/quarantine, the loss of part of your tour, onward travel, repatriation etc. These costs are not covered by us. For information on how we are dealing with all upcoming tours in relation to Covid, click here.

Accommodation and Travel

When booked directly with us (The Operator), your Experience does not include travel to Scotland, or within Scotland to the start-point of your tour. 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.

Breakfast 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.

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.

Please refer to our Privacy Policy page for more details.