Terms and Conditions

We take your privacy and security very seriously. Users agree to their information being held and processed in accordance with GDPR. Specifically; personally identifiable data will only be used for the purposes of this platform by us and any appointed Data Sub-Processor. Data may be transferred out of the EEA, data will be safely deleted within a reasonable time once our relationship with you has come to an end. Click here to learn more about your rights under GDPR, including data rectification, erasure, processing and lodging a complaint. By signing up or logging in and/or continuing to use our website you are are accepting and opting-in to our privacy & security policy and our terms of service.

Please read these important details carefully. These paragraphs define our responsibility with respect to all our Experiences, goods and services sold and redeemed. These terms do not affect or restrict your statutory rights. Purchase or redemption of a Golden Moments Experience or item represents your acceptance of the following terms and conditions:

Our Experiences
Golden Moments gives notice that services provided in connection with its Experiences and itineraries are purchased from various independent suppliers who are not affiliated with Golden Moments and their partners in any way. Although it endeavours to choose quality suppliers of the Experiences offered, Golden Moments has no right to control their operations and therefore makes these arrangements upon the express condition that Golden Moments and its own agents and employees shall not be liable for any delay, mishap, inconvenience, expense, irregularity, bodily injury or death to person, or damage to property occasioned through the conduct or default of any company or individual engaged in providing these services. As a result, Golden Moments is not liable for any negligent or wilful act or failure to act of any such person or of any other third party. Each of these service companies who has been hired to provide the Experience is subject to the laws of the state or country where the service is provided, and operates in accordance with their own terms & conditions (available upon request) and participation is conditional upon acceptance of these.

Additionally, Golden Moments shall not be liable for: (a) any expenses incurred that are not expressly agreed to be a part of the payment associated with any individual Experience, including expenses that may be required either en route, prior to, or following an Experience; or (b) risks of delay, unanticipated
events, inconvenience, illness, bodily injury, emotional trauma or death, or property damage, for any reason. Therefore, as lawful consideration for being permitted to participate with such Experience, I hereby release and discharge forever Golden Moments from and against any and all liability arising from my participation with the experience. I agree that this release shall be legally binding upon me personally, all members of my family and all minors accompanying me, my and their heirs, successors, assigns, and legal representatives, it being my intention fully to assume all the risks associated with my participation with this Experience and to release Golden Moments from any and all liabilities to the maximum extent permitted by law.

Golden Moments reserves the right to decline to accept or to restrain from further participation any person it judges to be incapable of meeting the rigours and requirements of participating in the activities associated with any Experience, or any person whose actions or deportment impede the planned Experience or the rights, welfare or enjoyment of other participants. A refund based on the cost of the unused portion of the Experience is the limit of Golden Moments responsibility in such a case.

Experience Descriptions
The description of each experience contained in our online brochure and in the Golden Moments pack is at times abbreviated and is correct at time of print. However, we reserve the right to make reasonable changes to the programme without notice, including the right to withdraw or substitute locations. Where an alteration is material we will notify the recipient at the time their booking is confirmed or by subsequent communication. In the unlikely event of mechanical breakdown, illness or circumstances beyond our control, such as unsuitable weather conditions, we reserve the right to make reasonable substitutions of components or an equivalent value refund without notice. Experience and session durations are approximate and given as a guide only. Unless specifically stated otherwise, you will take your turn with other members of the public and there may be waiting time involved.

Personalised Gifts and Other Tangible Items
With these gifts, such as cases of wine and personalized wine bottles, you may not receive a Golden Moments voucher, and delivery times may vary. Courier/express fees also vary according to the gift concerned. Personalised goods can not be returned for refund. Please check when ordering.

Restrictions, Requirements & Important Information
Wherever appropriate we have included abbreviated health, age, weight and requirements, such as a valid driving licence or telephoning a weather-check hotline, on our website, brochures and vouchers. Full details are available on request and will be contained in booking documents. Please read carefully. Once you have received your purchase / gift pack please notify us within 7 days if the experience is unsuitable.

Availability
All experiences are offered subject to availability, and many are also subject to weather conditions on the day. Ideally, bookings should be made at least 28 days in advance. Longer notice may be required to secure weekends or peak season dates. You are advised not to make any travel, hotel or other arrangements until your booking has been confirmed in writing. In addition, we strongly advise you to re-confirm your booking direct with the venue 48 hours in advance of your session.

Cancellation
Once your booking has been completed, if you wish to cancel or amend this you may incur cancellation charges, although you may be covered under our cancellation insurance. In the unlikely event that we need to cancel an experience or component we or the venue will attempt to contact you. Please provide a contact number when booking so that we can reach you if necessary. In the unlikely event of cancellation the liability of Golden Moments is limited to re-booking a similar experience or component for another date, or an equivalent value refund to the cost of the cancelled experience component(s).

Luxury Train Journey Cancellation Policy
Northern Belle cancellation and amendment fees...

Cancellation Fee (expressed as a % of total cost payable for the trip by the person(s) cancelling)
Written notice (cancelling a confirmed booking) received before scheduled departure date
Cancellation Fee
(expressed as a % of total cost payable for the trip by the person(s) cancelling)
56 days or more - 25%
55-21 days - 40%
20-3 days - 75%
2 days or less prior to departure -100%

Amendment Fee for each change (% of total cost payable by the person(s) cancelling)
Written notice received before scheduled departure date
Amendment Charges.
(Deduction off your current payment.)
56 Days or more - 23%
55-21 days - 32%
20-3 days - 75%
2 days or less prior to departure - 100%
We will apply any monies you have already paid to us towards settling any cancellation charge(s) (and to the extent your payments exceed the sum due, we will refund the balance).
No refunds will be given for passengers not travelling or for unused services.


Belmond British Pullman, VSOE, Grand Hibernian and Royal Scotsman cancellation and amendment fees…
Written notice (cancelling a confirmed booking) received before scheduled departure date

Cancellation Fee (expressed as a % of total cost payable for the trip by the person(s) cancelling)
56 days or more - 25%
55-21 days - 40%
20-3 days - 75%
2 days - 100%

Amendment Fee for each change (% of total cost payable by the person(s) amending)
56 days or more - 23%
55-21 days - 32%
30-3 days - 75%
2 days - 100%

Rest assured that any bookings that get postponed by the operator, will be honoured for the same journey later in the year or the following year. Alternatively you can opt to receive a credit for your journey to use against any other journey of your choice or against any Golden Moments gift or experience.


Covid-19 Policy for Train Journeys
We strongly recommend that you familiarise yourself with the advice from your national authority for overseas travel before departing. For UK Customers, the Foreign, Commonwealth & Development Office’s latest advice for travel to other countries is available here.

You agree to notify us if you test positive for COVID-19 , if you consider that you may have COVID-19 symptoms or if you become aware that you may have come into close contact with someone who has tested positive for COVID-19 or who may have COVID-19 symptoms, in each case prior to commencing your trip with us, and/or if you test positive for COVID-19 within 14 days of the end of your trip with us.

If you notify us before travelling and we (or the relevant travel suppliers) conclude that you are no longer able to travel because of the COVID-19 risks, then your booking will be treated as having been cancelled by you and our standard cancellation charges will apply.

We will, however, explore with you whether it is possible for you to postpone your booking to a later date, which may incur further charges. It might also be possible for you to transfer your booking to another person, subject to the terms of transfer set out in these Booking Conditions.

If you notify us during travel, you acknowledge that we or your travel suppliers (or local laws and regulations) may require you to follow certain measures designed to manage the risk of COVID-19 and may refuse to provide you with the relevant service(s). You may, for instance, be required to self-isolate for a period of time. You agree to comply with these requirements. In this instance, we will provide you with such reasonable assistance as we are able to in the circumstances. However, we will not be responsible for meeting any costs incurred by you or for refunding or compensating you for the curtailment of your holiday, cancelled or rebooked transportation, additional accommodation or other associated costs you incur in connection with the same.

We both agree that the measures set out above are a necessary part of keeping you, other travellers, employees and the public safe. You are making your booking in full knowledge that such measures are likely to form part of your trip and do not amount to Major Changes or other changes to your booking, nor do they amount to any Failure.We shall have no liability to you for any refunds, compensation, losses, costs, expenses or damages you incur in connection with the matters described above or if you are unable to travel or make use of all or part of your booking because of these matters. These are risks which you must protect through obtaining comprehensive travel insurance.

Force Majeure

Except where otherwise expressly stated in these conditions, we will not be liable or pay you compensation if our contractual obligations to you are affected by any event which we or the supplier(s) of the service(s) in question could not, even with all due care, foresee or avoid. These events can include, but are not limited to, war, threat of war, civil strife, terrorist activity and its consequences or the threat of such activity, riot, the act of any government or other national or local authority including port or river authorities, industrial dispute, lock closure, natural or nuclear disaster, fire, chemical or biological disaster, adverse weather, sea, air, ice and river conditions and all similar events outside our or the supplier(s) concerned control.

Pricing
Prices are stated inclusive of VAT and are correct at the time of going to print, E&OE. However we reserve the right to make changes to our prices without notice at any time. If there has been a price change you will be advised when you order/redeem. Please note full payment is required before we can dispatch your
Golden Moments voucher. We cannot be held responsible for late delivery of vouchers or items where payment by credit card has been declined or where a cheque has failed to reach us. All prices are for one person unless explicitly stated (i.e. for two in the product name).

Payment
We accept all major credit and debit cards (except Solo, Diners and Visa Electron). A small surcharge of 3% is levied for using credit cards to reflect the additional fees we must pay. (We do not accept cheques or cash). Please note we cannot reserve dates, dispatch your gift pack or voucher until payment is received.

Delivery By Post & Email
All Golden Moments vouchers are dispatched same day if ordered before 4pm. Guaranteed next day or courier delivery are also available at your request. Please take care when providing email addresses to receive email vouchers and ensure our domain goldenmoments.com is added to your computer's white list. If a voucher does not arrive, prior to contacting us for a free replacement, please check email spam filters or for postal collection cards. We cannot be held liable for any loss or distress suffered as a result of non-arrival. On receiving your gift pack voucher, please check carefully all information contained within it. Should you find any errors or are unsure of any experience related information you must notify us before the experience date or within 7 working days, whichever is sooner.

Expiry
The expiry date for ‘open-dated' vouchers is detailed on the voucher in your Golden Moments pack. If the recipient is unable to participate in the experience before that date the voucher may be extended for a further 15 months, provided we are notified during the 28 days prior to the expiry date. A GBP23.49 administration fee is chargeable, plus any price increase of the experience, which may include reissue of a new Golden Moments voucher. Extended vouchers are non-refundable. If your voucher has expired it may be possible to re-activate it for a fee of GBP32.49 plus any price increase in the experience.

Exchanges
All open-dated experiences can be exchanged once only for any other experience in our range provided we are notified before the expiry date. If the substituted experience is higher in price than the amount originally paid, you will need to pay the extra. If the substituted is lower in price than the amount originally paid, the balance will be held on account to be put towards another experience. Exchanged vouchers are non-refundable.

Vouchers
By purchasing a flexible gift voucher, you and any subsequent voucher holder accept flexible gift vouchers have a face value to the amount shown, and any suggested experience/product is subject to availability, change (such as price) and is for illustrative purposes only. Whilst every effort is made to ensure the descriptions and pictures contained within the website and on gift vouchers are a true reflection of the events in respect of which the voucher may be redeemed, these do not form part of a contract. Every effort is made to avoid passing on location cost increases to voucher holders but should this occur the recipient can either pay the difference and increase the value of their face value flexible gift voucher or opt to use their existing face value gift voucher credit towards another experience to the value of within our range. For security reasons, any voucher issued without a participant name will need to be returned to us before the voucher can be booked or exchanged. Golden Moments cannot be held responsible for lost or missing vouchers.

Date Bookings & Reservations
Unless a specific date is requested at purchase, vouchers are open-dated until the expiry date shown on the voucher. Once a date booking has been completed the experience cannot be exchanged or refunded. Confirmation documents with the booking/ticket redemption number will be sent to confirm your booking. We ask you to read this document carefully and contact us on receipt if any changes need to be made. If confirmation does not arrive within 14 days you must contact us. In the event of a recipient not attending a booking it is classed as a non-show used voucher.

Refund Policy
We are happy to make a refund less our reasonable admin, card / merchant processing costs incurred (5%), express shipping or packaging charges on non-expired open-dated vouchers bought directly from Golden Moments within 14 days of receipt of postage, subject to written notification by post or email. After which but before expiry date refunds are subject to 25% administration charge, with a minimum charge of £15. Refunds are always made to the person who purchased the voucher or item, and if originally paid by credit/debit card or PayPal, the monies will be refunded to the same account.

On The Day
If you have a problem or complaint during your experience please bring it to the attention of the management at the earliest opportunity so they have the chance to put it right. We would wish you to raise any concerns immediately, rather than reporting the complaint upon your return. Or call 0845 2714 900 to speak with the Duty Manager. We take complaints and feedback very seriously. If a resolution on the day has not been made to your satisfaction, please make your complaint in writing with full details including your redemption reference number. Please write to; The Customer Services Manager, Incentive House, 119 Winter Road, Southsea, Hampshire, PO4 8DS, United Kingdom. Please allow 28 days for a full investigation and response.

Loyalty Programs, Points and Rewards Schemes
In receiving loyalty points accepted by Golden Moments you are accepting these terms. The issuer reserves the right to add, modify, delete or otherwise change any of the rules, procedures, conditions, benefits, rewards or reward levels pertaining to the program at its sole discretion, with or without notice, even though changes may affect the value of points or reward certificates or confirmations already accumulated. Members must not maintain membership in or earn points on multiple accounts. At the issuer's sole discretion, if with reasonable grounds, it suspects fraud, theft or dishonesty, membership may be terminated and accrued points nullified. Points must not be sold, transferred or bartered, other than by the issuer, such violations will result in confiscation. Accrued points remain the property of the issuer. Unless notified, rewards may not be used in conjunction with any other discounts, promotional offers or monetary refunds.

Access & Disability
Golden Moments welcomes the participation of disabled individuals in the experiences on offer, (although we recognise that some of these experiences may present difficulties for some individuals). We are committed to ensure that our disabled customers are given every opportunity to participate in our gift
experiences and, in order to allow this to happen, we ask that the existence of any disability be stated at the time of order. This will enable us to take appropriate action to address the individual's particular needs.

Experience Pictures and Images
The pictures and images used in our web site and printed materials are for illustration indication only, as the machines, vehicles, craft, animals and setting at each venue do vary and may not reflect a true likeness. Golden Moments reserves the right to take photographic or film records of any of our Experiences and may use any such records for promotional and/or commercial purposes. No copyright is claimed or asserted in any image.

Protecting Your Data and Privacy
Golden Moments is a registered data user (licence no. Z9017958), and complies with each of the eight principles of good data protection. These principles require that data is: fairly and lawfully processed; processed for limited purposes; adequate, relevant and not excessive; accurate; not kept longer than necessary; processed in accordance with the data subjects rights; secure; not transferred outside the EU without adequate protection.

Environmental Policy Statement
We are committed minimising the impact of our activities on the environment. The key points of our strategy to achieve this are:
• The Company will implement a training program for its staff to raise awareness of environmental issues and enlist their support in improving the Company's performance.
• Minimise waste by evaluating operations and ensuring they are as efficient as possible.
• Minimise toxic emissions through the selection and use of its fleet and the source of its power requirement.
• Actively promote recycling both internally and amongst its customers and suppliers.
• Source and promote a product range to minimise the environmental impact of both production and distribution.
• Meet or exceed all the environmental legislation that relates to the Company.
• Use an accredited program to offset the greenhouse gas emissions generated by our hosting activities.


The Golden Moments logo, eye device and Golden Moments Experience Hunters name are protected and registered trademarks of Golden Moments Worldwide Ltd, registered in England on 12th August 1999 (no. 03824028).

This website is published by Secure Online Shopping Websites Ltd (no. 12571159). Trading activities are operated by Golden Moments Worldwide Ltd (no. 3824028), operating in 17 countries and is headquartered in the United Kingdom. Registered office: Incentive House, Paradise Lane, Waltham Chase, Hampshire SO32 2TH.

We are always looking to improve upon the service we offer. If you have any thoughts for improvements we'd love to hear from you, please write to our Customer Services Manager or click here to contact us.