Terms of Use
1. About Us
MAJ Travel Concierge® is a trading name of MAJ Travel Services Limited, a company registered in England and Wales (Co. No. 14409655). We provide personal travel concierge services including flight advisory, fare rule explanation, route planning, and travel management. MAJ Travel Concierge® is a registered trademark.
2. Services
We act as your personal travel concierge, facilitating flight bookings and providing advisory services on your behalf. We are not a travel agent, tour operator, or ATOL-licensed business. We do not sell package holidays or linked travel arrangements. All bookings are made directly with airlines on your behalf using our business card. We do not hold client funds in a regulated trust account. We are not liable for airline decisions, delays, cancellations, or any third-party failure.
3. Client Money Disclaimer
MAJ Travel Concierge does not hold client money in a trust account and is not ATOL protected. Once your payment is confirmed as received, we aim to book your flights within 12 to 24 hours. Payment is considered confirmed as follows: card payments via Stripe when Stripe confirms payment succeeded; PayPal when PayPal confirms payment completed; UK bank transfer (Faster Payments) when funds arrive in our account, typically within 2 hours. International bank transfers may take 1 to 3 business days to confirm. Flight fares are subject to change between payment confirmation and booking. If the fare you have been quoted changes materially before your booking is executed, we will contact you before proceeding. We are not liable for fare increases caused by airline pricing changes in the period between your payment confirmation and booking execution. We recommend all clients consider travel insurance for additional financial protection.
4. Travel Consultation
A travel consultation fee of £75 applies for one-off travel support. This covers your route analysis, fare rule review, and tailored recommendations. The £75 is credited in full toward your concierge fee if you proceed to book with us. Where the final concierge fee is lower than the travel consultation 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 fare options, the fee is non-refundable. Membership clients have the travel consultation fee waived in exchange for a minimum 3-month commitment.
5. Concierge Fee
Our concierge fee for one-off clients is from 10% of the total confirmed booking value, with a minimum effective rate of 10%. The travel consultation fee is credited toward this amount on booking. Membership plans carry reduced base rates as set out in the membership tier structure (Silver from 7%, Gold from 6%, Platinum from 5%, Platinum Household from 5%, Corporate from 5%). Concierge 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 concierge pricing, agreed with you in writing before any work begins. All fees are quoted and invoiced in GBP.
6. Membership
All membership plans carry a minimum 3-month term. Annual plans are paid upfront and save the equivalent of 2 months versus monthly billing. Memberships are non-transferable and apply to the named member(s) only. Cancellation requests must be submitted in writing before the next billing date.
7. Liability
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. We are not liable for airline decisions, delays, cancellations, weather events, immigration outcomes, or losses caused by external disruptions.
8. Accuracy of Information
You are responsible for providing accurate travel information including passport details, travel dates, and special requirements. We are not liable for errors arising from inaccurate information provided by you.
9. Governing Law
These terms are governed by English law. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.
10. Contact
For queries relating to these terms, contact us at support@majtravelconcierge.com
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, 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.
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, 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 and other travel service providers where necessary to fulfil your booking. We do not sell your personal data to third parties. We use third-party tools including Wix (CRM and forms), Stripe (payment processing), PayPal (payment processing), and WhatsApp (communications). 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 via our secure client portal only. Documents are retained only for as long as necessary to fulfil your booking and comply with legal obligations.
7. Data Retention
We retain your personal data for as long as necessary to provide our services and comply with legal obligations, typically up to 7 years for financial records. 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. 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 concierge fee payments over £300 as it carries no processing fee.
2. Payment Processing Fees
Card payments and PayPal payments are subject to processing fees charged by the payment provider. These fees are absorbed by MAJ Travel Concierge and are not passed on to clients. UK bank transfers (Faster Payments) are free with no processing fee on either side. 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 Consultation
The £75 travel consultation fee is due before work commences on one-off travel requests. The fee is credited in full toward your concierge fee if you proceed to book with us. Where the final concierge fee is lower than the travel consultation 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 consultation fee waived and instead commit to a minimum 3-month term.
5. Concierge Fees
Concierge 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 consultation fee credited on booking. Membership base rates are: Silver from 7%, Gold from 6%, Platinum from 5%, Platinum Household from 5%, Corporate from 5%. Concierge 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 concierge pricing, agreed with you in writing before any work begins. A separate Disruption Advisory fee of £110 applies to non-members seeking standalone disruption support where no MAJ-coordinated booking exists. Members receive disruption monitoring and 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.
6. Membership Payments
Monthly memberships are billed on a recurring basis from the date of sign-up via Stripe. Annual memberships are billed upfront. Minimum 3-month commitment applies to all plans. Failure to maintain membership payments during the minimum term does not release you from the obligation to pay for that period 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 consultation 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
We provide flight research, fare rule explanation, booking coordination, route planning, seat selection, baggage coordination, special assistance coordination, dietary requirement flagging, pre-departure travel briefs, flight monitoring, disruption management, refund and compensation support, multi-traveller coordination for organisations and ministries, account reconciliation for Corporate Members, and standalone Disruption Advisory sessions for non-members at a fee of £110 per engagement. Members receive disruption monitoring 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.
3. The £75 Travel Consultation Fee
A one-off travel consultation fee of £75 is charged before any work commences on one-off requests. This covers your route analysis, fare rule review, and tailored recommendations. The £75 is credited in full toward your concierge fee if you proceed to book with us. Where the final concierge fee is lower than the travel consultation 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 consultation fee waived and instead commit to a minimum 3-month term.
4. Membership Plans and Minimum Term
Every member receives the same operational support menu: pre-travel guidance, fare rule explanation, disruption assistance for MAJ-booked travel, refund and compensation support, schedule change handling, traveller profile retention, and travel guides included free. Tiers differ by who is covered, how much retained context we hold, and whether quarterly reporting is included. We offer the following membership tiers:
- Silver (Occasional traveller support): Concierge fee from 7%. One named traveller. £49.99/month or £499/year.
- Gold (Frequent traveller support): Concierge fee from 6%. Up to two named travellers. Quarterly travel summary on request. £79.99/month or £799/year.
- Platinum (Couples and dual traveller concierge): Concierge fee from 5%. One or two named travellers with retained traveller context across bookings. Quarterly travel review on request. £129.99/month or £1,299/year.
- Platinum Household (Multi-traveller household coordination): Concierge fee from 5%. Up to seven named travellers in one household. Household-wide profile retention. Quarterly travel review on request. £249.99/month or £2,499/year.
- Corporate: Concierge fee from 5%, tailored to scope and team size. Account reconciliation, quarterly spend tracking, and quarterly travel review included. Pricing agreed in writing.
Concierge 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 concierge pricing, agreed with you in writing before any work begins. The 10% rate is the minimum effective concierge rate for any one-off engagement. All membership plans carry a minimum term of three (3) calendar months from the date of first payment. No refund is available during the minimum term, regardless of usage. After the minimum term, you may cancel with 30 days written notice to support@majtravelconcierge.com. Annual memberships are non-refundable for remaining months if cancelled after the minimum term.
5. Bookings and Concierge Fee
Our concierge fee for one-off clients is from 10% of the total confirmed booking value, with the travel consultation fee credited on booking. The 10% rate is the minimum effective concierge rate for any one-off engagement; complex, multi-city, urgent, or operationally intensive itineraries may require bespoke concierge 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 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 minimum 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 via our secure client portal 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 15 May 2026.
Refund and Payment Policy
1. The £75 Travel Consultation Fee
The £75 travel consultation fee is credited in full toward your concierge fee if you proceed to book with us. Where the final concierge fee is lower than the travel consultation 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 3-Month Minimum Term
All membership plans carry a minimum term of three (3) calendar months. No refund is available during the minimum term, regardless of usage. Members have the travel consultation fee waived in exchange for this commitment. After the minimum term, cancel with 30 days written notice. No further charges after the notice period. No partial-month refunds. Annual memberships carry no refund for remaining months if cancelled after the minimum term.
3. Concierge Fee on Bookings
The concierge fee is non-refundable once a booking is confirmed and ticketed, regardless of subsequent cancellation by you. The concierge fee is refunded in full if the airline cancels involuntarily. The concierge fee is refunded in full if the error was demonstrably ours.
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. 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. Our service window for non-members is 7am to 11pm UK time, seven days a week. 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 consultation fee but does not respond to communications for 60 days, we will send a final notice and close the file. The travel consultation fee is non-refundable in these circumstances. A new travel consultation 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 concierge 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.