Policies & Legal Documents

Privacy Policy

1. Who We Are

MAJ Travel Services Limited ("we", "us", "our") is the data controller for personal data processed through this website and our services. We are registered with the Information Commissioner's Office (ICO No. ZB558048).

2. Data We Collect

We collect: name, email address, phone number, WhatsApp number, travel details (routes, dates, passenger information), company or organisation name for corporate clients, journey and traveller details registered by an organisation for out of hours support, the details a traveller gives when requesting help, travel documents including passport copies and booking confirmations collected at the booking stage for the purpose of managing your travel on your behalf, and any other information you provide when using our services or completing our forms.

Where you hold a membership, we also retain the information needed to manage your travel over time: traveller preferences, airline loyalty programme numbers, accessibility requirements, ticket credit and unused ticket value information, the relationships between named travellers and linked households, contact details for approved adult travellers on household plans, the family travel calendar, and historical itinerary context from journeys we have managed.

3. How We Use Your Data

We use your data to: provide travel concierge services, respond to enquiries, manage bookings on your behalf, send service-related communications, invite you to leave a review of our service after your travel is complete, and with your consent, send marketing updates about our services and guides.

4. Legal Basis

We process your data on the basis of: contract performance (to deliver the service you requested), legitimate interests (to manage our business and improve our services), and consent (for marketing communications).

5. Data Sharing

We may share your data with airlines, established travel industry booking partners and the reservation systems they use, and other travel service providers, where necessary to fulfil your booking. Some of these providers may process your data outside the UK; where they do, we only share what is needed for your booking and rely on appropriate safeguards recognised under UK data protection law. We do not sell your personal data to third parties. We use third-party tools including Wix (forms), Stripe and PayPal (payment processing), WhatsApp (communications), Supabase (secure data hosting for our operations system), Netlify (website hosting), Trustpilot (review invitations and review collection), Google (email and Google Analytics), Meta (advertising measurement via the Meta Pixel), and Microsoft Clarity (website usage analytics). Each of these providers has their own privacy policy and data processing terms.

6. Travel Documents

We will never request passport details or sensitive documents via WhatsApp or unencrypted email. All sensitive documents must be submitted through our secure document intake only. Documents are retained only for as long as necessary to fulfil your booking and comply with legal obligations.

7. Data Retention

Financial and transaction records are retained for the period required by law, typically up to 7 years. Traveller profile information retained for an ongoing membership is kept while the membership is active, and thereafter only for as long as reasonably necessary for legitimate business, legal or record-keeping purposes. You may ask us to delete non-essential profile information after your membership ends, and you may request deletion of your data at any time subject to legal retention requirements.

8. Your Rights

You have the right to: access your data, correct inaccurate data, request deletion, restrict processing, and withdraw consent for marketing at any time. To exercise these rights, contact us at support@majtravelconcierge.com

9. Reviews and Testimonials

Where you leave a review on Trustpilot, that review is published by Trustpilot under the name on your Trustpilot account and is governed by Trustpilot’s own terms. We may reproduce your review on our website, showing your first name and the initial of your surname only, rather than your full name. You may ask us to remove your review from our website at any time by contacting support@majtravelconcierge.com. This is separate from any action you take on Trustpilot itself, where you retain control of your own review.

10. Case Studies

We publish anonymised summaries of work we have carried out. These do not name clients or travellers, and we remove or generalise any detail that could identify an individual. Where a client organisation is willing to be identified, we do so only with their written agreement. If you would prefer that work carried out for you is not described in this way, tell us and we will exclude it.

11. Complaints

You have the right to lodge a complaint with the ICO (ico.org.uk) if you believe we have not handled your data lawfully.

Payment Policy

1. Payment Methods

We accept the following payment methods: Stripe (all major debit and credit cards, Apple Pay, Google Pay, and Link), PayPal, and UK bank transfer. All prices are quoted and charged in GBP (£). Payment method availability may vary depending on the type of payment. Bank transfer is recommended for booking fee payments over £300 as it carries no processing fee.

2. Payment Processing Fees

Our booking fees and travel planning fee are quoted net of payment processing costs. Card and PayPal payments are subject to processing fees charged by the payment provider. Where a payment method carries a processing cost that we are permitted to recover, the amount will be shown separately on your invoice or payment request before you pay, so you always know the total before committing. UK bank transfers (Faster Payments) carry no processing cost on either side and are our preferred method for booking fee payments over £300. We do not accept cash or cheques.

3. When Payment Is Considered Confirmed

Payment is considered confirmed and booking will proceed as follows: card payments via Stripe are confirmed when Stripe reports payment succeeded, typically within minutes; PayPal payments are confirmed when PayPal confirms payment completed; UK bank transfers (Faster Payments) are confirmed when funds are received in our account, typically within 2 hours; international bank transfers are confirmed when funds are received, typically within 1 to 3 business days. We will not begin booking until payment is confirmed.

4. Travel Planning

The £75 travel planning fee is due before work commences on one-off travel requests. The fee is credited in full toward your booking fee if you proceed to book with us. Where the final booking fee is lower than the travel planning fee, the credit is applied in full but no cash balance is refunded or carried forward. If you choose not to book after receiving your fare options, the fee is non-refundable. Members have the travel planning fee waived as part of their 12-month membership plan.

5. Booking Fees

Booking fees are invoiced once your booking has been confirmed and ticketed. Payment is due within 7 days of invoice. Our one-off rate is from 10% of booking value, with the travel planning fee credited on booking. Member booking rates are: Silver from 6%; Gold, Platinum and Platinum Household from 5%. A minimum booking fee applies of £50 per traveller for one-off bookings and £35 per traveller for members. The member booking rate applies to journeys departing while the membership is active. Managed Organisation Accounts carry a booking rate from 5% and are available from ten travellers. Booking fees vary depending on itinerary complexity, traveller count, routing, and level of operational support required, with the published rate as the floor for each tier. Some highly complex, multi-city, urgent, or operationally intensive itineraries may require bespoke pricing, agreed with you in writing before any work begins. The rate applicable to your journey is confirmed before you commit. A separate Disruption Advisory fee of £110 applies to non-members seeking standalone disruption support where no MAJ-coordinated booking exists. Members receive disruption support as part of their membership tier with no additional fee. Refund terms for the Disruption Advisory fee are set out in the Refund Policy.

Third party and supplier costs. Costs charged by airlines and other suppliers, including paid seat selection, excess baggage, change fees, assistance services, lounge access, domestic tickets and accommodation, are quoted to you before purchase and passed through at cost. We arrange and manage these on your behalf. We do not mark them up and we do not absorb them.

Compensation Recovery Service. Where you ask us to prepare and pursue a claim for statutory flight compensation, our fee is 15% of the compensation successfully recovered for members and 25% for non-members. If nothing is recovered, there is no fee. The fee is agreed with you in writing before the claim begins and applies only to statutory compensation: ticket refunds, reimbursed expenses and refunds of unused taxes are returned to you in full with no percentage deducted. The airline pays compensation directly to you and we invoice our fee afterwards, so we do not hold your money. You are always free to claim directly from the airline yourself at no cost. This service applies to claims instructed on or after 1 October 2026.

6. Membership Payments

Monthly memberships are billed on a recurring basis from the date of sign-up via Stripe. Annual memberships are billed upfront. All plans are a 12 month commitment. Notice to end your membership may be given at any time and takes effect at the end of the current 12 month term. You may cancel within 14 days of joining under your statutory cancellation rights; if you have asked us to start providing member services in that period, a proportionate charge may apply. Failure to maintain membership payments during the term does not release you from the obligation to pay for that term in full.

7. Client Money

MAJ Travel Concierge does not hold client money in a trust account and is not ATOL protected. We act as your personal concierge agent. Flight fares are subject to change between your payment confirmation and booking execution. If the fare changes materially before booking, we will contact you before proceeding. We recommend clients consider travel insurance for additional financial protection.

8. Bank Transfer Details

Bank transfer details are provided on invoice. Please use your name and client reference as the payment reference. Do not transfer funds without a valid invoice reference. We cannot be responsible for payments made without a reference.

9. Disputes

For any payment disputes, contact us at support@majtravelconcierge.com within 14 days of the disputed charge. Please contact us before raising a chargeback or PayPal dispute. Fraudulent chargeback activity may result in termination of membership and recovery of costs.

Terms of Engagement

Important: By paying the £75 travel planning fee, completing any membership payment, or submitting your Traveller Profile, you confirm you have read and agreed to these Terms of Engagement. These terms form a binding agreement between you and MAJ Travel Services Limited.

1. About Us

MAJ Travel Concierge® is a trading name of MAJ Travel Services Limited (Co. No. 14409655), registered in England and Wales. ICO No. ZB558048. MAJ Travel Concierge® is a registered trademark.

2. Our Services

Our travel operations team provides flight research, fare rule explanation, booking coordination, route planning, seat selection, baggage coordination, special assistance coordination, dietary requirement flagging, airline loyalty programme guidance, pre-departure travel briefs, handling of airline schedule change notifications, disruption management, refund and compensation support, multi-traveller coordination for organisations and ministries, account reconciliation for Managed Organisation Accounts, and standalone Disruption Advisory sessions for non-members at a fee of £110 per engagement. Members receive disruption and rebooking support as part of their membership tier at no additional charge. We are not an ATOL holder. We do not provide travel insurance or visa processing. We act on airline notifications and on anything you report to us, working the available options with the airline on your behalf. We do not provide continuous or real-time monitoring of flights.

3. The £75 Travel Planning Fee

A one-off travel planning fee of £75 is charged before any work commences on one-off requests. An introductory call of up to 30 minutes to discuss whether our service fits your needs is free of charge and does not constitute commencement of work. This covers your route analysis, fare rule review, and tailored recommendations. The £75 is credited in full toward your booking fee if you proceed to book with us. Where the final booking fee is lower than the travel planning fee, the credit is applied in full but no cash balance is refunded or carried forward. If you choose not to proceed after receiving your options, the fee is non-refundable. Members have the travel planning fee waived as part of their 12-month membership plan.

Membership prices and terms updated with effect from 1 October 2026.

4. Membership Plans and Term

Every member receives the same operational service floor: the MAJ Travel Operations Decision Board before you commit, a Trip Summary Pack with fare rules and travel advisory, seat and baggage coordination, online check in where airline systems allow, proactive journey monitoring, disruption support on MAJ booked travel, refund support, access to our Compensation Recovery Service at the member fee, traveller profile retention, direct MAJ contact and all MAJ travel guides. Plans differ by how many travellers are covered, how much retained context we hold, and how much coordination sits behind each journey. We offer the following membership plans:

• Silver (Personal Concierge): Member booking rate from 6%. One named traveller. £19.99/month or £199/year.
• Gold (Shared Concierge): Member booking rate from 5%. Up to two named travellers, with separate traveller profiles, continuity across both travellers, airline loyalty numbers applied to bookings and a quarterly travel summary on request. £49.99/month or £499/year.
• Platinum (Family Travel Management): Member booking rate from 5%. Up to four named travellers within one family or household relationship. Includes family wide travel coordination, multi traveller planning, seating and baggage coordination, assistance coordination, domestic and onward journey coordination, entry requirement checks, ticket credit tracking, and support for up to two eligible externally booked journeys in each membership year. Quarterly travel review on request. £99.99/month or £999/year.
• Platinum Household: Member booking rate from 5%. Up to seven named travellers across linked households. Designed for families whose members may live in different locations or travel independently. Includes multiple concurrent itineraries, separate traveller profiles, direct contact for approved adult travellers within our published contact hours, a consolidated family travel calendar, family wide ticket value tracking and quarterly family travel review. £199.99/month or £1,999/year.

Organisational travel. Travel for churches, ministries, charities, businesses, events and other organisations, including travel paid for by an employer, is a separate service and not a membership plan. Managed Organisation Accounts carry a booking rate from 5% and are available from ten travellers, with final pricing based on traveller volume, itinerary complexity and the operational work involved, agreed in writing. Bespoke pricing for unusual programmes is agreed on a call before any work begins. Organisations with fewer than ten travellers are supported on a single event engagement at the one-off rate, with the same operational care.

Booking fees vary depending on itinerary complexity, traveller count, routing, and level of operational support required. The published rate for each tier is the floor; some highly complex, multi-city, urgent, or operationally intensive itineraries may require bespoke pricing, agreed with you in writing before any work begins. The 10% rate is the minimum booking rate for any one-off engagement. All membership plans are a 12 month commitment from the date of first payment.

Cancellation during the 12 month term. You may give notice to cancel at any time, in writing to support@majtravelconcierge.com. If your notice period expires before the end of the 12 month term, cancellation takes effect at the end of the 12 month term. If your notice period expires after the end of the 12 month term, cancellation takes effect when the notice period expires, except where you have a statutory right to cancel earlier. The notice period is one month.

Cancellation of membership does not cancel, refund or reverse travel planning, booking or management services already requested or supplied by MAJ. Where you have already received a member booking rate, a waived travel planning fee, travel research, booking work, itinerary management or another membership benefit before cancellation takes effect, those services remain chargeable in accordance with the terms applicable when they were supplied. Annual memberships are not refunded for remaining months once the 12 month term has passed. Nothing in these terms limits any statutory cancellation rights you may have.

Starting your membership immediately. If you ask MAJ to begin providing membership or travel services during any statutory cancellation period, you expressly request that the service begins immediately. If you subsequently exercise a statutory right to cancel after service has begun, you may be required to pay for the services and benefits already supplied up to the date of cancellation, to the extent permitted by law. Work already undertaken is not treated as unused simply because the membership is later cancelled.

4A. Fair Use of Membership Services

Membership provides ongoing travel management for the named travellers included in your plan. It is not an unlimited travel agency, an emergency service, or an unlimited itinerary revision service. We apply a reasonable fair use standard so that we can provide a consistent level of service to all members. Fair use includes reasonable planning, communication, coordination and support connected with the genuine travel requirements of the named travellers covered by the membership.

We may treat a request as outside ordinary membership scope where it involves unusually high or repeated operational work, including: repeated itinerary research or substantial revisions after suitable options have already been provided; excessive speculative searches where there is no genuine intention to book; repeated changes to dates, routes, destinations or traveller combinations requiring materially new research; management of externally booked journeys beyond the allowance included in the relevant plan; unusually high volumes of simultaneous active journeys or rebooking work; requests relating to people who are not named travellers under the membership; work requiring extensive out-of-hours intervention where no active MAJ managed disruption exists; services outside the published scope of the relevant plan; or operational work that would ordinarily constitute a separate project, group engagement or organisational travel assignment.

Where we consider a request to fall outside reasonable membership use, we will explain this before carrying out additional chargeable work. We may agree a separate fee, project rate or upgraded membership where appropriate. We will not impose additional charges retrospectively for work already carried out without agreement. Fair use does not limit the disruption support included for an active MAJ booked journey simply because that journey becomes operationally difficult.

4B. Named Travellers

A named traveller is a person formally registered to the member's account and approved by MAJ Travel Concierge® as one of the persons covered by that membership plan. Membership benefits apply only to named travellers. Named traveller places may not be shared, lent or used for unrelated third parties. Where a plan allows a named traveller change, the outgoing traveller must be removed before the replacement is added. Platinum includes one named traveller substitution per membership year. Platinum Household traveller places are intended for a stable family group, and we may decline repeated substitutions that effectively extend the plan beyond seven people.

4C. Externally Booked Journeys

An externally booked journey means a flight booking made directly by the member or through another provider, without MAJ arranging the original booking. Platinum and Platinum Household include support for a limited number of eligible externally booked journeys in each membership year, as set out in Clause 4. Support is subject to MAJ being given sufficient booking information and the airline or provider permitting us to assist. We cannot guarantee access to, authority over, or the ability to amend bookings made through third parties.

4D. Contact Hours and Active Disruption

Standard concierge support is provided during MAJ's published operating hours. Where an MAJ booked traveller is actively travelling and experiences a significant operational disruption outside those hours, we will use reasonable efforts to assist where practicable. Membership does not provide a guaranteed 24 hour emergency response service unless expressly agreed in writing.

The standalone Disruption Advisory service operates on its own separate and wider service window, set out in the Refund Policy. That window applies to that paid service only and does not extend general concierge contact hours or membership support hours.

Operational priority is determined by urgency and active travel disruption. We do not delay or downgrade service because a member is on a lower priced plan.

4E. Managed Organisation Accounts

Managed Organisation Accounts are available to businesses, charities, churches, ministries, events and other organisations requiring ongoing travel coordination or an agreed level of operational support.

The Outsourced Travel Desk and the MAJ Journey Continuity Desk (out of hours business travel support) are provided as Managed Organisation Accounts under this section.

The services provided to each organisation are agreed separately and may include travel planning, booking coordination, traveller support, disruption management, group coordination, account reporting, daytime overflow support or agreed out of hours support.

The applicable service scope, operating hours, response arrangements, fees and any service specific requirements will be confirmed in writing. Where a separate service schedule or corporate agreement is issued, that document forms part of the organisation's agreement with MAJ Travel Services Limited and takes precedence over these Terms to the extent of any inconsistency.

Out of hours support. Where specifically agreed in writing, MAJ may provide travel support during periods when an organisation's normal travel team is unavailable.

Depending on the agreed service scope, this may include assessing a disruption, assisting the traveller, researching alternative travel, communicating with airlines or other suppliers and arranging authorised replacement travel, accommodation or ground transport.

Out of hours support is available only during the days and hours agreed with the organisation. The service does not provide continuous 24 hour support unless this has been expressly agreed in writing.

The separate £110 Disruption Advisory service remains subject to its own service window and conditions. The operating window for that service does not extend the operating hours of a Managed Organisation Account or any other MAJ service.

Bookings made or controlled by other providers. Where a journey has been booked or ticketed by another travel agency, travel management company, booking platform, airline or other supplier, MAJ may not have access to or authority over the original booking.

MAJ cannot guarantee that another provider will permit us to amend, exchange, cancel or otherwise control a booking issued or managed by that provider.

Where MAJ cannot control the original booking, we will provide the assistance reasonably available within the agreed service scope. This may include communicating with the supplier, identifying alternative arrangements or making a separate replacement booking where authorised.

Authority to act. The organisation must agree the authority given to MAJ before the relevant service begins.

This may include authority to communicate with suppliers, amend bookings where permitted, purchase replacement travel, arrange accommodation or ground transport and incur expenditure on behalf of the organisation.

The organisation may set financial limits, approval requirements and escalation procedures. MAJ will not knowingly commit the organisation to expenditure outside the authority provided.

Traveller authority. Where an organisation registers journeys for support, it confirms that each traveller has been told the organisation has arranged the service and that MAJ will receive the journey information needed to provide it. Each traveller will be asked to confirm any personal authority required when they request assistance. This authority does not override the servicing rules of the airline or of the agent that issued the ticket, and MAJ will never ask for airline account passwords.

Holding actions and unavailable approvers. Where immediate action is reasonably required to protect the traveller or preserve a practical travel option and an authorised approver cannot be reached, MAJ may take reasonable interim action within any financial or operational limits previously agreed with the organisation.

Such action may include arranging necessary overnight accommodation, placing a permitted temporary hold on available travel or taking another proportionate step intended to keep the traveller safe or preserve an available option.

MAJ will not exceed the agreed authority or spending limit and will escalate the matter to the organisation at the earliest reasonable opportunity.

Where no prior authority has been agreed, MAJ will not commit the organisation to material expenditure without approval except where required by law or where another expressly agreed emergency procedure applies.

Emergency and supplier costs. Airline charges, replacement fares, accommodation, ground transport and other third party costs incurred as part of an authorised disruption response are payable by the organisation.

Unless otherwise agreed, third party costs are passed through at cost and supporting receipts or supplier confirmations will be provided where available.

For higher value transactions, urgent replacement travel or other material expenditure, MAJ may require use of an authorised client payment card, advance funding or another agreed payment arrangement before committing the expenditure.

MAJ's own service fees are separate from third party travel and supplier costs and will be set out in the applicable service schedule or proposal.

Traveller and booking information. The organisation is responsible for providing accurate and sufficient information for MAJ to perform the agreed service.

This may include traveller contact information, booking references, ticket information, itinerary details, accessibility requirements, relevant supplier information, internal escalation contacts and any other information reasonably necessary to support the traveller.

MAJ will process personal information in accordance with applicable data protection law and our Privacy Policy.

Where the nature of the corporate arrangement requires additional data protection terms, the respective controller and processor roles and obligations of MAJ and the organisation will be documented in an appropriate data processing agreement.

Supplier decisions and liability. Airlines, hotels, rail operators, booking platforms and other travel suppliers remain responsible for their own services, availability, decisions and actions.

MAJ is not responsible for a supplier's decision to cancel, delay, refuse, reroute, reprice or otherwise alter a service, or for the unavailability of suitable replacement travel.

Subject always to Clause 10 of these Terms and to any liability which cannot lawfully be excluded or limited, MAJ is not liable for indirect or consequential losses arising from travel disruption or supplier action, including loss arising from a missed meeting, hearing, conference, appointment, business opportunity or other onward commitment.

Nothing in this clause excludes liability arising from MAJ's own proven negligence to the extent provided in Clause 10.

Service continuity. MAJ will use reasonable efforts to provide Managed Organisation Account services during the agreed service periods.

The service may depend on telecommunications, airline systems, reservation platforms, payment systems and other services outside MAJ's control.

Any client specific continuity arrangements, escalation processes, backup procedures or response commitments will be set out in the applicable service schedule where required.

Corporate due diligence. MAJ may provide reasonable corporate, data protection, compliance and service information to authorised clients or procurement teams as part of supplier onboarding or due diligence.

Publicly available verification information includes:

• Companies House: MAJ Travel Services Limited, Company No. 14409655
• Information Commissioner's Office: Registration No. ZB558048
• MAJ Travel Concierge®: registered UK trade mark, No. UK00004317594
• Privacy Policy and other legal policies: majtravelconcierge.com/policies
• IATA TIDS: Numeric Code 96249016

Any confidential operational, financial, security or commercially sensitive information will be provided privately where appropriate rather than published as part of these Terms.

5. Bookings and Booking Fees

Our booking rate for one-off clients is from 10% of the total confirmed booking value, with the travel planning fee credited on booking. The 10% rate is the minimum booking rate for any one-off engagement; complex, multi-city, urgent, or operationally intensive itineraries may require bespoke pricing, agreed with you in writing before any work begins. Membership base rates are as set out in Clause 4 above, with each tier's published rate acting as the floor. By accepting a fare planning document or confirming a booking, you authorise MAJ Travel Concierge® to act as your agent. Fares quoted are indicative and subject to availability and airline or booking partner pricing at the time of ticketing.

6. Client Money and Booking Timeline

MAJ Travel Concierge does not hold client money in a trust account and is not ATOL protected. We act solely as your personal concierge agent, facilitating flight bookings on your behalf. Once your payment is confirmed as received, we aim to book your flights within 12 to 24 hours. Payment is confirmed when Stripe reports payment succeeded, PayPal confirms payment completed, or bank transfer funds arrive in our account. Flight fares are subject to change between payment confirmation and booking. If the fare changes materially before booking, we will contact you before proceeding. We are not liable for fare increases caused by airline pricing changes in the period between payment confirmation and booking execution.

7. Payment Methods

All payments may be made via Stripe (cards, Apple Pay, Google Pay, Link), PayPal, or UK bank transfer. Bank transfer details are provided on invoice. All amounts are in GBP. We do not store card details. Failure to maintain membership payments during the 12 month term does not release you from the obligation to pay for that period in full.

8. Special Assistance and Dietary Requirements

We make every effort to communicate special assistance and dietary requirements to airlines. However, delivery on board and at the airport is the responsibility of the airline and airport operators. Clients with severe allergies must carry appropriate medication at all times and confirm requirements directly with the airline prior to travel.

9. Travel Documents and Data Protection

We will never request passport details or sensitive documents via WhatsApp or unencrypted email. All sensitive documents must be submitted through our secure document intake only. We handle your data in accordance with UK GDPR and our Privacy Policy.

10. Our Liability

MAJ Travel Concierge® acts as your agent. We are not responsible for the acts or omissions of airlines or third-party providers. Our liability is limited to direct losses arising from our own proven negligence and shall not exceed the total fees paid to us in connection with the affected booking.

11. Governing Law

These terms are governed by the laws of England and Wales. Last updated 5 October 2026.

Refund and Payment Policy

1. The £75 Travel Planning Fee

The £75 travel planning fee is credited in full toward your booking fee if you proceed to book with us. Where the final booking fee is lower than the travel planning fee, the credit is applied in full but no cash balance is refunded or carried forward. If you choose not to book after receiving your fare options, the fee is non-refundable. If we are unable to find suitable options for your trip, the fee is refunded in full. Duplicate payments are refunded in full. In both cases, we issue the refund as soon as it is confirmed. Receipt timing is set by your bank or payment provider (see Clause 5).

2. Membership Payments and the 12-Month Term

All membership plans are a 12 month commitment. You may give notice to cancel at any time. If your one month notice period expires before the end of the 12 month term, cancellation takes effect at the end of the 12 month term. If it expires afterwards, cancellation takes effect when the notice period expires.

Except where you have a statutory right to cancel or receive a refund, membership payments are non-refundable once due under the agreed 12 month term. There are no partial-month refunds, and annual memberships are not refunded for remaining months once the 12 month term has passed. Cancelling does not cancel or refund travel planning, booking or management services already requested or supplied, including services provided at your member booking rate. Nothing in this policy affects your statutory rights.

3. Booking Fees

The booking fee is non-refundable once a booking is confirmed and ticketed, regardless of subsequent cancellation by you. It is refunded in full if the airline cancels involuntarily, and refunded in full if the error was demonstrably ours. Third party costs charged by airlines and suppliers are quoted before purchase and passed through at cost; their refundability is governed by the supplier's own terms. Where a booking is made through a booking partner, airline refunds pass through that partner and may take longer.

4. Disruption Advisory Fee (£110)

This standalone fee applies only to non-members seeking advisory and operational coaching around a booking they made independently (not through MAJ Travel Concierge®). For existing members, disruption response and rebooking support are included as part of your membership tier and are not subject to this fee. Where MAJ Travel Concierge® arranged or currently manages the journey in question, disruption support is provided as part of that engagement and is not subject to this fee. Members are asked to notify MAJ Travel Concierge® as soon as a disruption arises so we can respond promptly.

The £110 Disruption Advisory fee is payable at the point of engagement and non-refundable once the advisory session has commenced. This service operates on its own separate and wider service window: 7am to 11pm UK time, seven days a week. That window applies to the Disruption Advisory service only. It does not extend MAJ's published concierge contact hours, and it does not apply to membership support or to any other service. Within this window, we aim to engage within 3 hours of payment confirmation. For payments received outside the service window, we engage within 3 hours of the window opening on the next day. If we have not engaged within 24 hours of payment due to operational reasons on our side, the fee is refunded in full. Refunds are issued immediately upon confirmation; receipt timing is set by your bank or payment provider (see Clause 5). This service is guidance only: any rebooking, refund claim, or compensation claim is processed by you or the airline directly. We do not hold airline funds and we are not your travel agent of record.

5. How to Request a Refund

Email support@majtravelconcierge.com with your name, client reference, payment date, amount, and reason. We acknowledge all refund requests within 2 business days.

Refund processing: Once a refund is approved, we issue it immediately back to your original payment method. The time it takes for the funds to appear in your account is set by your bank or payment provider, not by us. Typical timelines are:

• Card refunds (Stripe): 5 to 10 business days to appear on your statement.
• PayPal refunds: 1 to 3 business days to appear in your PayPal balance or onward card.
• UK bank transfer refunds: 1 to 2 business days to appear in your nominated account.

If the refund has not appeared in your account within these typical timelines, please contact your bank or payment provider in the first instance, as the funds will have already been released from our end. We do not issue refunds in cash.

6. Dormant Client Files

If a client pays the £75 travel planning fee but does not respond to communications for 60 days, we will send a final notice and close the file. The travel planning fee is non-refundable in these circumstances. A new travel planning fee is required to re-engage.

7. Payment Methods

We accept: Stripe (all major debit and credit cards, Apple Pay, Google Pay, Link), PayPal, and UK bank transfer. Bank transfer is recommended for booking fee payments over £300. All payments are in GBP. We do not accept cash or cheques.

8. Payment Disputes

Please contact us before raising a chargeback or PayPal dispute. Fraudulent chargeback activity may result in termination of membership and recovery of costs.

Accessibility Statement

Our Commitment

MAJ Travel Concierge® is committed to ensuring our website and services are accessible to everyone, including people with disabilities and older users.

Website Accessibility

We aim to meet Web Content Accessibility Guidelines (WCAG) 2.1 Level AA standards. Our website is designed with clear heading structure, sufficient colour contrast, keyboard navigability, and descriptive link text.

Service Accessibility

We offer our services via multiple channels including WhatsApp, email, and online forms to accommodate different communication preferences. If you require any specific accessibility accommodation, please contact us and we will do our best to assist.

Feedback

If you experience any accessibility barriers on our website or with our services, please contact us at support@majtravelconcierge.com and we will work to resolve the issue promptly.

Cookie Policy

What Are Cookies

Cookies are small text files placed on your device when you visit our website. Some cookies are required for the site to function. Others, such as analytics cookies, help us understand how visitors use the site, but they are only loaded if you give us consent through the cookie banner.

Essential Cookies (no consent required)

These cookies are necessary for the website to function and cannot be switched off. They include cookies set by Stripe and PayPal for payment processing, and cookies set by Wix for form handling. We also store your cookie consent decision in your browser's local storage so we do not have to ask you on every page.

Analytics and Performance Cookies (loaded only with your consent)

These cookies do not load automatically. They are only loaded after you click Accept on the cookie banner. If you click Decline or have not yet chosen, none of the cookies below are placed on your device.

• Google Analytics 4 (ID: G-8MB3X08R3K). Provided by Google. Measures page visits, traffic sources, and basic user journey through the site so we can understand which pages are useful. Cookies set: _ga, _ga_*, _gid. See Google's Privacy Policy.
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Third-Party Cookies (essential, no consent required)

Our payment partners (Stripe, PayPal) and forms partner (Wix) may set their own cookies when you interact with their components. These are essential to the function they perform (e.g. processing a payment, submitting a form) and are governed by their respective privacy policies.

How Long Your Consent Lasts

Your consent decision is stored locally in your browser for up to 12 months. After that, we ask again. If you change browsers, switch devices, or clear your browser data, you will be asked again on your next visit.

How to Change Your Mind

You can change your cookie preferences at any time by clicking Cookie Preferences in the footer of any page. This reopens the cookie banner and lets you choose again. If you previously accepted and now decline, the page will reload to fully clear any analytics cookies already loaded in that session.

You can also disable cookies through your browser settings. For more information on managing cookies, visit the ICO's guidance at ico.org.uk/for-the-public/online/cookies.

Contact

For questions about our use of cookies, contact support@majtravelconcierge.com. For complaints about how we handle your data, you have the right to lodge a complaint with the ICO at ico.org.uk.