Terms of service.

Destination St Helena: Terms & Conditions

These Terms and Conditions govern all bookings made with Destination St Helena. Please review them carefully.

1. Bookings and Payment Policy

Booking Confirmation and Status

Booking Requests must be submitted in writing.
Bookings are confirmed once the non-refundable deposit is received.
Final Payment is due no later than 7 days before arrival. Bookings made within 7 days require
full payment.
Payment Methods include bank transfer, credit card, or agreed alternatives. All transfer fees are
the payer’s responsibility.

Confirmation and Invoice Accuracy 

Any discrepancies found on your Booking Confirmation or Invoice must be reported via email within 7 days of the document issue date.

2. Quotes and Pricing

Pricing Basis and Currency

All quotes are subject to  availability at the time of confirmed bookings & possibility of changing to similar excursions or rooms in hotels.
All amounts are quoted, invoiced, and payable in Pounds Sterling (£).

Inclusions and Exclusions

Our standard quotes include the following:
Accommodation as specified.
Daily breakfast if booking hotel hotel.
Any transportation, activities, or entrance fees explicitly detailed in your final itinerary.

Our standard quotes exclude the following, unless explicitly stated otherwise in your final itinerary:

International or domestic flights.
Additional meals (lunch, dinner, etc.) beyond the included breakfast.
All beverages (alcoholic and non-alcoholic).
Personal charges, such as telephone calls.
Ground transport not specifically included as part of the confirmed itinerary.

3. Special Requests & Health and Safety

Any special requests must be advised to us at the time of booking. Whilst every effort will be made by us to try and arrange your reasonable special requests with suppliers, we cannot guarantee that they will be fulfilled. 
The fact that a special request has been noted on your confirmation, invoice or any other documentation or that it has been passed on to the supplier is not confirmation that the request will be met and will not be a breach of agreement if it is not.  
We do not accept bookings that are conditional upon any special request being met and you must not make any verbal or written assurances that any special request shall be complied with.
The health and safety of travellers is of utmost importance to Destination St Helena and its suppliers. Where safety recommendations is provided and the traveller declines adhere too, we reserve the right to refuse or alter participation of the traveller.
Where warning of any potential risks or dangers is provided in advance by Destination St Helena or suppliers and the traveller agrees to participate, no liability whatsoever shall attach to Destination St Helena or its Suppliers.

Dietary Requirements & Allergies

To ensure your safety and enjoyment, it is crucial that you inform Destination St Helena of any allergies or specific dietary requirements (including vegetarian, vegan, or other intolerances) at the time of booking. For any food or drink-related arrangements, we require this information during the itinerary planning process. While we endeavor to accommodate all reasonable requests, we cannot be held responsible for any allergic reactions or health-related incidents if we were not informed of the allergy or dietary need ahead of time.

Alcohol Consumption Policy

As a British Overseas Territory, the legal age for alcohol consumption on St Helena Island is 18 years or older.
  • Proof of Age: All travellers must be a minimum of 18 years of age to be served alcohol and may be required to present proof of age upon entry to any drinking establishment.
  • Establishment Entry: Destination St Helena accepts no responsibility for a traveller’s non-admittance to a licensed venue due to their age or lack of valid identification.
  • Supervisory Role: Destination St Helena does not assume any supervisory role during or after itinerary stops where alcohol is consumed.
  • Underage Consumption: We accept no responsibility for any underage traveller who attempts to purchase, purchases, or consumes alcohol at any point while on one of our itineraries.

4. Payment Instructions and Methods

  • Payment Compliance: You must submit all payments for your arrangements strictly in accordance with the specific payment instructions provided by Destination St Helena (via contract, offer, or email).
  • Accepted Methods: All payments must be made by Credit/debit Card or Bank Transfer.
  • Bank Charges: When paying by Bank Transfer, you are responsible for covering any and all related bank charges or fees.
  • Credit Card Fee: Payments made via Credit Card transaction will incur a handling charge of approximately 3% of the transaction value.

5. Pricing Policy and Surcharges

Price Quotation and Changes

The prices featured on our website, in promotional materials, and in initial quotes are subject to change without prior notice. The final, guaranteed price of your arrangements will only be officially confirmed to you at the time your booking is finalized.
We strive to ensure all information and pricing in our advertising is accurate. However, errors can occasionally occur, and Destination St Helena reserves the right to correct these discrepancies. It is your responsibility to confirm the current price and all associated details before your booking is officially confirmed.

Surcharges

Please be aware that our local suppliers and partners on St Helena Island reserve the right to apply surcharges at any time to reflect:
  • New governmental actions or levies.
  • Fluctuations in currency exchange rates.
  • Increases in applicable taxes or underlying supplier charges.
Should we become aware of any such price increase, Destination St Helena will notify you of the change as soon as possible.

Cancellation by you

We understand that plans sometimes change. If you need to cancel your booking, please let us know in writing as soon as possible. Cancellation charges are calculated from the date your written notification is received by us, as follows:


Written notice received before arrival

Charge applied

More than 60 days

Deposit only (non-refundable)

30 to 59 days before arrival

50% of total booking value

15 to 29 days before arrival

75% of total booking value

14 days or fewer before arrival

100% of total booking value

In the event of issues whereby travelers are unable to travel due to events outside our control, in such events of war, conflict, weather issues, family reasons, etc we still hold the deposit pending confirmation from our suppliers if they require to keep the non-refundable deposit.

6. Our Role and Limitations

Destination St Helena acts solely as an agency and booking intermediary between you and the local suppliers of your services on St Helena Island (e.g., hotels, tour operators, and transport providers).
As we do not directly control the operations of these independent suppliers, we cannot prevent them from amending or cancelling a service. Therefore, we must reserve the right to amend or cancel part or all of your arrangements at any time if required by a supplier.

Our Commitment to You

In the event that an amendment or cancellation occurs, we will take the following steps:
  • Alternative Arrangements: We will use reasonable efforts, at our discretion, to provide you with a suitable alternative service or a replacement arrangement of equivalent standard.
  • Assistance: We will do what is reasonably necessary to assist you with the necessary changes to your itinerary.

Liability

You acknowledge that Destination St Helena owes you no further liability whatsoever resulting from a supplier's amendment or cancellation. We will provide our assistance without incurring additional cost to ourselves.

7. Complaints Procedure

We are committed to ensuring you have an exceptional experience on St Helena. Should any issues arise with your arrangements, please follow these steps:

Contact Destination St Helena Representative

We will do our utmost within reason to address any complaints and issues that you feel warrant so.  Being on a remote island such as St Helena, visitors must still understand limitations and expect so at this destination.

Formal Written Complaint (Post-Tour)

If the issue remains unresolved after your efforts with the local supplier and with our assistance, you must submit full written details of your complaint to us within 14 days of the end of your tour. We will then use all reasonable endeavors to investigate and resolve any complaint concerning services provided by or through us.
Important Note: We will not accept any liability for claims or complaints if you have not followed this procedure, particularly the requirement to report the issue to the local supplier immediately and make reasonable efforts to resolve it on the spot.