Booking Terms and Conditions
This page outlines the terms and conditions associated with booking travel and travel experiences through This is Stratum Ltd.
Last updated at: 24/05/2023
1. All Travel Experiences
Account means an account (with This is Stratum Ltd or a Group Company), through which you can book Travel Experiences on our Platform.
Accommodation means the provision of an accommodation service by a Service Provider (throughout Section 2, 'Service Provider' means the provider of the accommodation service).
Travel Experiences are defined as tourism-related activities, services, or offerings, including but not limited to dining reservations, tours, excursions, cultural events, outdoor adventures, transportation arrangements, and other experiences that enhance your travel journey. These experiences are operated by third-party providers and not by Stratum.
1.2. About these terms
1.2.1. When you complete your booking, you accept these terms and any other terms that you have accepted throughout the booking process.
1.2.2. If anything in these Terms is (or becomes) invalid or unenforceable; it will still be enforced to the fullest extent permitted by law; you will still be bound by everything else in the terms.
1.2.3. The terms are laid out like this:
a. Section 1 contains General Terms that apply for all types of bookings and travel experiences.
b. Sections 2 onwards: specific terms that apply to particular types of bookings or travel experiences.
1.3. About This is Stratum Ltd
1.3.1. When you book an accommodation or attraction, This is Stratum Ltd (hereinafter referred to as "we", "us", "our", or "Stratum”) is responsible for the Platform - but not the Travel Experience itself.
1.4. About our platform
1.4.1. We take reasonable care in providing our Platform, but we can't guarantee that everything on it is accurate (we get information from the Service Providers). To the extent permitted by law, we can't be held responsible for any errors, any interruptions, or any missing bits of information - although we will do everything we can to correct/fix them as soon as we can.
1.4.2. Our Platform is not a recommendation or endorsement of any Service Provider or its products, services, facilities, vehicles, etc.
1.4.3. We're not a party to the terms between you and the Service Provider. The Service Provider is solely responsible for the Travel Experience.
1.4.4. To make a Booking, you may need to create an Account. Please make sure all your info (including payment and contact details) is correct and up to date, or you might find you can't access your Travel Experience(s). You're responsible for anything that happens with your Account, so please don't let anyone else use it, and please keep your username and password secret.
1.4.5. Unless otherwise indicated, you need to be at least 18 to use the Platform.
1.5. Your obligations
1.5.1. You must comply with all applicable laws, regulations, and codes of practice when using the Platform.
1.5.2. You must cooperate with any anti-fraud/anti-money laundering checks we need to carry out.
1.5.3. You must not use the Platform to cause a nuisance or make fake Bookings.
1.5.4. You must use the Travel Experience and/or Platform for their intended purpose
1.5.5. You must not cause any nuisance or damage, and not behave inappropriately to the Service Provider's personnel (or anyone else, for that matter).
1.6.1. When you make a Booking, you agree to pay the cost of the Travel Experience, including any charges, booking fees, and taxes that may apply.
1.6.2. Some of the prices you see may have been rounded to the nearest whole number. The price you pay will be based on the original, 'non-rounded' price (although the actual difference will be tiny anyway).
1.6.3. Obvious errors and misprints are not binding. For example: if you book a night in a luxury suite that was mistakenly offered for £1, we may simply cancel that Booking and refund anything you've paid.
1.7.1. For some products/services, the Service Provider will require an Upfront Payment and/or a payment taken during your Travel Experience.
a. If we organise your payment: we (or, in some cases, our affiliate in the country your payment originates from) will be responsible for managing your payment and ensuring the completion of your transaction with our Service Provider. In this case, your payment constitutes final settlement of the 'due and payable' price.
b. If the Service Provider charges you: this will usually be in person at the start of your Travel Experience, but it could also be (for example) that your credit card is charged when you book, or you pay when you check out of your Accommodation. This depends on the Upfront Payment policy of the Service Provider as communicated to you in the booking process.
1.7.2. If the Service Provider requires an Upfront Payment, it may be taken or preauthorised when you make your Booking, and it may be non-refundable. So, before you book, please check the Service Provider's Upfront Payments policy (available during the booking process), which we don't influence and aren't responsible for.
1.7.3. If you know of or suspect any fraud or unauthorised use of your Payment Method, please contact your payment provider, who may cover any resulting charges, possibly minus an excess.
1.7.4. If the currency selected on the Platform isn't the same as the Service Provider's currency, we may:
a. show prices in your own currency
b. b. offer you the 'Pay In Your Own Currency' option.
1.7.5. We will store your Payment Method details for future transactions after collecting your consent.
1.8.1. When you make a Booking you accept the applicable policies as displayed in the booking process. You'll find each Service Provider's cancellation policy and any other policies (about age requirements, security/damage deposits, additional supplements for group Bookings, extra beds, breakfast, pets, cards accepted, etc.) on our Platform: on the Service Provider information pages, during the booking process, in the fine print, and/or in the confirmation email or ticket (if applicable).
1.8.2. If you cancel a Booking or don't show up, any cancellation/no-show fee and any refund will depend on the Service Provider's cancellation/no-show policy. Some Bookings can't be cancelled for free, while others can only be cancelled for free before a deadline.
1.8.3. If you book a Travel Experience by paying in advance (including all price components and/or a damage deposit if applicable), the Service Provider may cancel the Booking without notice if they can't collect the balance on the date specified. If they do, any non-refundable payment you've made will only be refunded at their discretion. It's your responsibility to make sure the payment goes ahead on time (that your bank, debit card or credit card details are correct, and that there's enough money available in your account).
1.8.4. If you think you're not going to arrive on time, please contact your Service Provider and tell them when they can expect you, so they don't cancel your Booking. If you're late, we are not liable for the consequences (e.g., the cancellation of your Booking, or any fees the Service Provider may charge).
1.8.5. As the person making the Booking, you are responsible for the actions and behaviour (in relation to the Travel Experience) of everyone in the group. You are also responsible for obtaining their permission before providing us with their personal data.
1.8.6. Stratum reserves the right to cancel any bookings made through our platform at any time, without the need to provide a justification. In the event of such cancellation:
a. If payment for the booking has already been made by the user, a full refund will be issued for the amount paid. The refund will be processed according to the method of payment used at the time of booking and will be issued as promptly as possible.
b. If the user has not yet made the payment for the booking, no charges will be applied.
1.8.7. Please note that this cancellation right applies solely to bookings facilitated by Stratum. We have no control over cancellations made by Service Providers or Third-Party Aggregators, and their cancellation policies will apply in those cases.
1.9. Privacy and cookies
1.10. Accessibility Requests
1.10.1. If you have any accessibility requests:
a. About our Platform and/or services, contact our customer service team.
b. About your Travel Experience, please contact the Service provider.
1.11. Intellectual Property Rights
1.11.1. Unless otherwise stated, all rights in our Platform (technology, content, trademarks, look & feel, etc.) are owned by This is Stratum Ltd (or its licensors) and by using our Platform you agree to do so for its intended purpose only and respecting the conditions set out below.
1.11.2. You're not allowed to monitor, copy, scrape/crawl, download, reproduce or otherwise use anything on our Platform for any commercial purpose without written permission of This is Stratum Ltd or its licensors.
1.11.3. We keep a close eye on every visit to our Platform, and we'll block anyone (and any automated system) we suspect of:
a. conducting an unreasonable number of searches,
b. using any device or software to gather prices or other information,
c. doing anything that causes undue stress on our Platform.
1.12. If something goes wrong
1.12.1. If you have a query or complaint, please contact our Customer Service team. You can do this through our app, or through email. Please see our contact and FAQ pages on our website. You can help us help you as quickly as possible by providing:
a. your Booking confirmation number, your contact details, and the email address you used when you made your Booking.
b. a summary of the issue, including how you'd like us to help you.
c. any supporting documents.
1.12.2. All queries and complaints are recorded, and the most urgent ones are treated.
1.13. Communications with service provider
1.13.1. We may help you communicate with your Service Provider, but we can't guarantee that they'll read anything from you, or that they'll do what you ask. In itself, the fact that you contact them, or that they contact you, doesn't mean you have any grounds for legal action.
1.14. Measures against unacceptable behaviour
1.14.1. We have the right to stop you making any Bookings, to cancel any Bookings you've already made, and/or to stop you using our Platform, our Customer Service, and/or your Account. Of course, we'll only do this if, in our opinion, there's a good reason to - for example:
a. Fraud or abuse.
b. Non-compliance with Our Values, or with applicable laws or regulations
c. c. Inappropriate or unlawful behaviour (e.g. violence, threats or invasion of privacy) in relation to us, any of the companies we work with – or anyone else, for that matter.
1.14.2. If we cancel a Booking as a result, you won't be entitled to a refund. We may tell you why we've cancelled your Booking, unless telling you would (a) contravene applicable laws and/or (b) prevent or obstruct the detection or prevention of fraud or other illegal activities. If you believe we have incorrectly cancelled your Booking, please contact our Customer Service team.
1.15. Limitation of Liability
1.15.1. To the extent permitted by mandatory consumer law, we'll only be liable for costs you incur as a direct result of a failure on our behalf. This means, to the extent permitted by law, we won't be liable for (e.g.) any:
a. indirect loss or indirect damage
b. inaccurate information about a Service Provider product, service or action of a Service Provider or other business partner
c. mistake in an email address, phone number or credit card number (unless it's our fault)
d. force majeure or event beyond our control.
1.15.2. If you are in breach of these Terms and/or the Service Provider's terms, to the extent permitted by law:
a. we won't be liable for any costs you incur as a result, and
b. you won't be entitled to any refund.
1.15.3. To the extent permitted by law, the most that we, or any Service Provider, will be liable for (whether for one event or a series of connected events) is the cost of your Booking, as set out in your confirmation email.
1.15.4. Nothing in these terms will limit our (or the Service Provider's) liability in respect of our (or their) own (i) negligence that leads to death or personal injury or (ii) fraud or fraudulent misrepresentation.
1.15.5. We don't make any promises about Service Providers' products and services (apart from what we expressly state in these Terms). Making the right choice(s) is entirely your responsibility.
1.15.6. Just to make it clear: nothing in these Terms will entitle any third party other than the Service Provider to anything.
1.15.7. You may be protected by mandatory consumer protection laws and regulations, which guarantee you rights that no company's terms can overrule. In that case, our liability is determined not just by these Terms, but also by any applicable consumer protection laws and regulations.
1.16. Multi-Item bookings and Linked Travel Arrangements
1.16.1. This is Stratum Ltd operates as a platform for the collection, curation, and facilitation of bookings for independent Travel Experiences. It should be expressly noted that Stratum is not a package holiday provider as defined under the Package Travel and Linked Travel Arrangements Regulations 2018 of the United Kingdom or Directive (EU) 2015/2302 of the European Parliament, or any other applicable regulations or laws.
1.16.2. Further, Stratum does not offer flights or flight-inclusive packages and, therefore, the services provided by us are not protected by the Air Travel Organisers' Licensing (ATOL) scheme. It is the responsibility of the users (hereinafter referred to as "you", "your") to ensure that any travel arrangements, including flights, are separately secured and protected as necessary.
1.16.3. While Stratum allows multiple Travel Experiences to be booked simultaneously through our platform, this feature does not constitute the provision of a package holiday. Each Travel Experience is offered by a separate supplier and is subject to its individual terms and conditions. Each booking is a contract directly between you and the supplier of the chosen Travel Experience. The simultaneous booking of multiple Travel Experiences does not create a legally defined package and thus, you will not be entitled to the rights and protections afforded to package holiday consumers under the applicable laws and regulations.
1.16.4. It is your responsibility to understand the nature of the services provided by Stratum and the implications of us not being a package holiday provider or being ATOL protected. We strongly recommend that you secure appropriate travel insurance and independently verify the protections offered by individual suppliers of the Travel Experiences booked through our platform.
1.16.5. By using our services, you confirm your understanding of and agreement to the above conditions. You acknowledge that Stratum is not a provider of package holidays, not ATOL protected, and that the bookings made via our platform do not qualify as package holidays under UK and EU law.
2. Hotel and Accommodation Bookings
2.1. Scope of this section
2.1.1. This section contains the specific terms for hotel and accommodation bookings.
2.2. Contractual relationship
2.2.1. When you make a booking, it is directly with the Service Provider. We're not a 'Contractual Party' to your Booking.
2.2.2. This is Stratum Ltd owns and operates the Platform.
2.2.3. Our Platform only shows Accommodations that have a commercial relationship with us, and it doesn't necessarily show all their products and services.
2.2.4. Information about our Service Providers (e.g., facilities, house rules, sustainability measures) and their Travel Experiences (e.g., prices, availability, and cancellation policies) is based on what they provide to us. They're responsible for making sure that it's accurate and up to date.
2.3. What we'll do
2.3.1. We provide the platform, and curate Accommodation and Travel Experience based on location, theme and other relevant information. We do not provide the Accommodation or Travel Experiences that you see on our Platform.
2.3.2. Once you have booked your Accommodation, we will provide you and the Service Provider with details of your Booking, including the names of your Guest(s).
2.3.3. Depending on the terms of your booking, we may be able to help you change or cancel it if you wish to.
2.4. What you'll need to do
2.4.1. Fill in all your contact details, so we and/or the Service Provider can provide you with the information about your Booking and, if necessary, contact you.
2.4.2. Read these Terms and the terms displayed during the booking process carefully.
2.4.3. Take care of the Accommodation and its furniture, fixtures, electronics, and other contents, and leave things in the same state they were when you got there. If anything is broken, damaged, or lost, make sure you report it to the staff there (as soon as you can, and certainly before you check out).
2.4.4. Maintain the security of the Accommodation and its contents during your stay.
2.5. Price and payment
2.5.1. See section 'Prices' (1.6) and 'Payment' (1.7) above.
2.6. Amendments, cancellations, and refunds
2.6.1. See section 'Policies' (1.8) above.
2.7. Price incentives
2.7.1. Some of the price reductions, including discount codes, you see are funded by us, not by the Service Provider. We simply pay some of the costs ourselves.
3. Concierge Services
3.1. Services and limitations
3.1.1. Stratum's Concierge Service is provided as an additional feature to enhance your travel experience, but it is not a 24/7 service. We make no guarantees regarding response times or service levels. The availability and capacity of our Concierge Service may vary, and we reserve the right to limit or cease its provision at our discretion without prior notice.
3.1.2. When booking a 'Stratum Story' that includes accommodation, if you express interest in associated activities or restaurants, our Concierge team may reach out to assist with bookings. We can sometimes make bookings and process payments on your behalf, or alternatively, we may provide you with the necessary links for you to book directly.
3.1.3. In addition, our Concierge Service can assist with other travel requirements (excluding flights), either prior to your departure or during your trip. This assistance is provided purely on an advisory basis.
3.1.4. It is important to note that Stratum acts only as an intermediary in any arrangements made through the Concierge Service. We do not assume any liability for any services, experiences, or bookings facilitated through this service. To the fullest extent permitted by law, we are not responsible for and do not guarantee the performance, quality, safety, or legality of any experiences, bookings, or other services arranged or advised by our Concierge Service.
3.1.5. We reserve the right to modify, suspend, or discontinue the Concierge Service at any time, with or without notice, and we will not be liable to you or to any third party should we exercise such rights.
3.2. Payments and Fees
3.2.1. Payments for Travel Experiences facilitated through our Concierge Service will be processed by us. Our role in this transaction is solely as an intermediary. Stratum may charge a booking or processing fee for the Concierge Service. If such a fee is applicable, it will be disclosed to you prior to the confirmation of your booking. The payment processed by us includes the cost of the Travel Experience as determined by the provider, and any applicable fees charged by Stratum.
3.2.2. Stratum acts as an intermediary between you and the providers of the Travel Experiences. We are not responsible or liable for the actual provision of the experiences or for any actions, omissions, or events related to the experiences. The responsibility for the provision of the experience rests solely with the provider. Any issues or disputes related to the actual Travel Experiences, including but not limited to the quality, timing, safety, or cancellation of the experiences, should be addressed directly with the provider.
3.3. Data Protection
3.3.2. If you have any concerns or complaints about our Concierge Service, please contact us through the specified channels. We aim to address all complaints in a fair, transparent, and timely manner.
4. Activities, itinerary and booking
4.1. Contractual Relationship
4.1.1. Stratum is a platform that enables the discovery and booking of Travel Experiences. When you book a Travel Experience through our Concierge Service, you enter into a contract directly with (a) the Service Provider, or (b) a Third-Party Aggregator (if they're reselling the Travel Experience), as disclosed during the booking process.
4.2. Our Services
4.2.1. We provide the Platform on which Service Providers and (from time to time) Third-Party Aggregators can promote and sell Travel Experiences, allowing you to search for, compare and book them.
4.2.3. Once you've booked your Travel Experience, we'll provide you and the Service Provider with the details of the booking. If the Service Provider requires more than your name, we'll inform you at the time of booking.
4.2.4. Depending on the terms of your booking, we may be able to assist you with changing or cancelling your booking, if desired.
4.3. User Obligations
4.3.1. You must provide all your contact details correctly, to enable us and/or the Service Provider to provide you with information about your booking and contact you, if necessary.
4.3.2. You must read these Terms and the terms displayed during the booking process carefully.
4.4. Price and payment
4.4.1. For some Travel Experiences, we will facilitate your payment directly. In other cases, payment may be made directly to the Service Provider or Third-Party Aggregator. The specific method of payment will be clearly indicated during the booking process.
4.4.2. Please note that regardless of the payment method, the price of the Travel Experience is determined by the provider, and any applicable fees charged by Stratum will be disclosed to you prior to booking confirmation. For further details on how payment processing works, including the related rights and obligations, please refer to the Payment section (1.7), and Pricing section (1.6).
4.5. Cancellations and Amendments
4.5.1. Please refer to our 'Policies' (1.8) section.