Terms & Conditions
Effective 03 April 2026 I For Travel Advisors & Booking Agents
These Terms and Conditions govern the contract between By Appointment DMC (‘By Appointment’ or ‘we’) and the booking agent or travel advisor (‘the Client’) acting on behalf of their end travellers. By confirming a Programme, the Client accepts these Terms in full on behalf of themselves and their travellers
1. Defined Terms
In these Terms, the following definitions apply:
- “Programme” means the itinerary, services, and experiences arranged by By Appointment as described in the relevant proposal or confirmatory invoice.
- “Confirmation” means the Client’s written acceptance of a proposal, triggering these Terms and the deposit obligation.
- “Confirmatory Invoice” means the invoice issued by By Appointment upon receipt of Confirmation.
- “Supplier” means any third-party provider of services forming part of the Programme (hotels, transport operators, experience providers, etc.). • “Start Date” means the first date of the Programme as specified in the proposal.
2. Payment
2.1 Validity of Proposals
Costs and charges set out in any proposal issued by By Appointment remain valid for a maximum of seven (7) calendar days from the date of issue. Should the Programme remain unconfirmed after this period, costs may be subject to revision and By Appointment reserves the right to re-quote.
2.2 Deposit & Payment Schedule
The following deposit schedule applies to all Programmes with a total value exceeding EUR/GBP 3,500:
(a) Deposit 1 – 40% of total Programme costs is due upon Confirmation in order to guarantee itinerary components. This deposit is non-refundable in all cancellation scenarios (see Section
3) as it is applied immediately to secure Supplier commitments. It shall be held in a designated client trust account until disbursed to Suppliers.
(b) Deposit 2 – The final balance (60% of total Programme costs) is due no later than 60 days prior to the Start Date.
(c) Full Payment – Where a Programme is confirmed within 90 days of the Start Date, 100% of total Programme costs is payable immediately upon Confirmation.
(d) Minimum Booking Threshold – Programmes with a total monetary value of EUR/GBP 3,500 or less must be settled in full at time of Confirmation to secure the reservation.
2.3 Payment Methods & Charges
(a) Payment is accepted by major Credit Card or by International Wire Transfer to By Appointment DMC. All payments must be made in the currency agreed at the time of Confirmation.
(b) All bank charges associated with wire transfers, including intermediary bank fees, must be pre-paid by the Client. These charges vary depending on the Client’s banking institution.
2.4 Late Payment
Timely payment is essential to the integrity of the Programme. Many Supplier commitments – including accommodation, private experiences, transfers, and event tickets – are secured by deposits paid by By Appointment on the Client’s behalf within strict Supplier deadlines. In the event that any payment from the Client is not received by the due date, By Appointment cannot guarantee the continued availability of confirmed Programme components, and Suppliers may release bookings without further notice. By Appointment accepts no liability for the loss of any Programme component resulting from the Client’s failure to pay on time.
2.5 Post-Confirmation Amendments
Once a Programme has been confirmed and an advance payment received, material changes may not always be possible to accommodate. Where the Client requests amendments after Confirmation, an administration fee of EUR/GBP 100 per amendment request will apply, in addition to any revised Supplier costs. ‘Material changes’ include but are not limited to: changes to dates, guest numbers, accommodation, or key programme components. Minor amendments (e.g. dietary requirements, rooming lists) may be accommodated without charge at By Appointment’s reasonable discretion.
2.6 Additional Supplier Deposits
Certain Programme components – including but not limited to golf tee times, event tickets, exclusive venue hire, private charter, and bespoke experiences – may require additional deposits payable to Suppliers ahead of the standard schedule above. Where this applies, By Appointment will notify the Client promptly and such deposits shall be treated as an advance against the final Programme cost.
3. Cancellation Policy
3.1 Cancellation by By Appointment
By Appointment may cancel some or all services forming part of the Programme in the following circumstances:
- In the event of Force Majeure as described in Section 4;
- If the Client fails to make any payment in accordance with Section 2;
- If the Client otherwise fails to comply with these Terms in any material respect.
Where By Appointment cancels for reasons other than Force Majeure or Client default, By Appointment will use reasonable endeavours to offer a suitable alternative Programme of equivalent or greater value, or will refund payments received less non-recoverable Supplier costs.
3.2 Cancellation by the Client
(a) All cancellations must be notified to By Appointment in writing, addressed to your Travel Designer and reservations@byappointmentdmc.com. Cancellation is effective only upon By Appointment’s written acknowledgement of receipt.
(b) The following cancellation charges apply, calculated as a percentage of the total confirmed Programme value:
| Cancellation window | Charges applied |
|---|---|
| More than 4 months prior | 20% of total programme value |
| 2-4 months prior | 40% of total programme value |
| 60 days or less | 60% of total programme value |
| 21 days or less | 100% of total programme value |
Example: A Programme with a total value of EUR 40,000 cancelled 45 days prior to arrival would incur a cancellation charge of EUR 24,000 (60%). The 40% non-refundable deposit (EUR 16,000) would be retained within this charge; no further payment would be due.
3.3 Partial Cancellations
Where the Client cancels a portion (rather than the entirety) of a confirmed Programme, the cancellation schedule in clause 3.2 applies to the value of the cancelled elements. Where partial cancellations affect more than 20% of the total confirmed Programme value, By Appointment reserves the right to treat the cancellation as a full Programme cancellation for the purpose of applying charges, and to notify the Client accordingly.
3.4 Supplier-Imposed Costs
Where individual Suppliers impose cancellation penalties that exceed the schedule set out in clause 3.2 above (for example, where a private villa, aircraft charter, or exclusive event has a 100% nonrefundable policy from the date of Supplier confirmation), such Supplier charges shall be passed through to the Client in full and in addition to any standard cancellation charge. By Appointment will notify the Client of such Supplier-specific terms at the time of booking confirmation and, where applicable, at the earliest opportunity upon cancellation.
3.5 No Refund for Unused Services
By Appointment is unable to provide refunds or exchanges for any accommodation, services, experiences, or other Programme elements that are unused or partially used during the Programme, unless agreed in writing prior to the Start Date.
4. Force Majeure
Except where otherwise expressly stated, By Appointment shall not be liable for, and no compensation shall be payable in respect of, any failure or delay in performance of obligations under these Terms where such failure or delay is caused by events or circumstances beyond By Appointment’s reasonable control (‘Force Majeure Events’).
Force Majeure Events include, whether actual or threatened: war, riot, civil strife, terrorist activity, political instability, industrial disputes, natural disaster, nuclear incident, adverse weather, epidemics, pandemics, quarantine restrictions, government action or travel advisories, fire, failure of public or private telecommunications networks, or any other event that could not, with reasonable care and foresight, have been avoided.
In the event of a Force Majeure Event, By Appointment will notify the Client promptly and will use reasonable endeavours to provide an alternative programme or reschedule. Non-recoverable Supplier costs incurred prior to the Force Majeure Event may be retained.
5. Third-Party Suppliers
By Appointment acts as an intermediary, and in some cases as agent, for third-party Suppliers providing services forming part of the Programme. By Appointment exercises care in the selection of Suppliers; however, By Appointment does not own, operate, or directly control the services provided by Suppliers and does not accept liability for Supplier failure, default, or negligence beyond the following obligations:
Where a Supplier fails to deliver a confirmed service, By Appointment will use reasonable endeavours to source a suitable alternative of equivalent or higher standard. If no suitable alternative can be found, a proportionate refund of the affected element will be considered, subject to amounts recoverable from the Supplier.
Individual Supplier terms and conditions may apply in addition to these Terms. Clients will be informed of material Supplier-specific conditions at the time of booking. By Appointment reserves the right to substitute hotels, transportation, or other Supplier services for alternatives of equivalent or higher category where circumstances beyond its control require it.
6. Liability
6.1 By Appointment’s Liability
By Appointment’s total aggregate liability to the Client for any claim arising under or in connection with these Terms (whether in contract, tort, negligence or otherwise) shall not exceed the total Programme fees paid by the Client to By Appointment in respect of the relevant Programme.
By Appointment is not liable for loss or damage that was not a foreseeable consequence of its breach, nor for: loss of profit; loss of business or business opportunity; business interruption; indirect or consequential loss of any nature; or damage caused by the Client’s own actions or those of their travelling party.
6.2 The Client’s Responsibility
The Client is responsible for ensuring that all travellers: (i) hold valid passports and any required visas or entry documentation; (ii) are in possession of adequate travel insurance as specified in Section 9; (iii) comply with all local laws and regulations during the Programme; and (iv) behave in a manner that does not endanger themselves, other travellers, or By Appointment personnel or Suppliers. By Appointment accepts no liability for delays, denied entry, or Programme disruption arising from insufficient or invalid travel documentation.
7. Complaints & Dispute Resolution
By Appointment is committed to delivering exceptional service. In the unlikely event that a problem arises during the Programme, the Client should notify their designated By Appointment contact as soon as reasonably practicable so that By Appointment may investigate and take appropriate remedial action.
Any formal complaint must be submitted in writing to your designated Travel Designer and reservations@byappointmentdmc.com within 14 days of the Programme end date. Complaints received after this period may not be considered. By Appointment will acknowledge receipt within 5 business days and provide a substantive response within 21 business days.
These Terms are governed by the laws of Ireland and the parties submit to the exclusive jurisdiction of the Irish courts, without prejudice to By Appointment’s right to seek urgent injunctive relief in any jurisdiction.
8. Ground Transportation
The following conditions apply to all ground transportation services arranged by By Appointment:
(a) The Client assumes full financial responsibility for any damage to vehicles caused by members of their travelling party during the hire period. A cleaning surcharge of EUR/GBP 250 applies for sanitation incidents; a burn surcharge of EUR/GBP 200 per incident applies for seat or carpet damage.
(b) Drivers are legally required to observe minimum rest periods in accordance with applicable Tachograph Regulations. Itineraries must be planned with this in mind. Overtime will be charged at EUR 90 / GBP 80 per hour (or part thereof) after the first 30 minutes beyond the agreed run sheet, unless otherwise agreed in writing.
(c) By Appointment is not responsible for delays or service termination caused by unsafe road conditions, accidents, or circumstances beyond the driver’s control.
(d) By Appointment is not responsible for personal items left in vehicles.
(e) Vehicles may not be loaded beyond their licensed seating capacity.
(f) Smoking is prohibited in all vehicles. Substance use is prohibited by law.
(g) All passengers must wear seatbelts at all times. The driver retains the right to terminate service without refund in the event of serious misconduct by any member of the travelling party.
(h) Departure Delays: Where a departure transfer is extended beyond two (2) hours from the agreed time, additional coverage will be offered at EUR 90 / GBP 80 per hour.
(i) Arrival Delays: Where a flight is delayed by more than two (2) hours, the Client or booking agent must contact By Appointment using the number on the booking confirmation to arrange revised coverage, charged at EUR 90 / GBP 80 per hour. By Appointment’s total liability shall not exceed the total sum paid for the relevant booking.
9. Airport Meet & Greet Services
The following conditions apply to all airport meet & greet services:
(a) All prices are based on a maximum three (3) hour service window from the scheduled flight arrival or departure time. Additional time will be charged at EUR/GBP 75 per hour or part thereof, collected after the service.
(b) A night-time surcharge of 25% applies to services scheduled between 22:00 and 06:00 local time.
(c) Cancellations within 48 hours of the scheduled service will be charged at 100% of the booking value. Cancellations outside of 48 hours will incur an administration charge of EUR/GBP 40 per booking.
(d) Late bookings made within 48 hours of the scheduled flight time are subject to a late booking supplement of EUR/GBP 60.
(e) Changes to booking details notified within 48 hours of the scheduled flight time will incur an administration charge of EUR/GBP 40.
(f) Greeter services do not include porterage. Porterage may be available at select airports at additional cost; availability will be confirmed at time of booking.
(g) The Client is responsible for ensuring that correct flight details (airline, flight number, dates, times) are supplied at the time of booking. By Appointment accepts no responsibility for service failure arising from incorrect information.
(h) In the event of an aircraft gate change at short notice, By Appointment will endeavour to relocate the Greeter. If the Client cannot locate their Greeter, they should call the number on the booking confirmation immediately.
(i) Airside access and FastTrack availability are subject to each airport’s operational policies and hours.
(j) By Appointment accepts no liability for passengers denied boarding or missing their flight. Greeters are not insured to carry passenger baggage.
(k) Services on public holidays in the country of travel may be subject to a supplement. Surcharges for transit services may also apply depending on location.
(I) By Appointment’s total liability shall not exceed the total sum paid for the relevant booking.
10. Car Rental
The following conditions apply where car rental is arranged as part of the Programme or as a standalone service:
(a) Car rental companies reserve the right to substitute vehicles for alternatives of equivalent category.
(b) The hirer must present a valid driving licence issued in their country of residence, without relevant endorsements, and must have a minimum of one year’s driving experience.
(c) The hirer must provide a major credit card imprint at the start of the rental to cover potential damage liabilities.
(d) Standard rental insurance typically includes Collision Damage Waiver (CDW) subject to an excess, third-party liability, and unlimited mileage. Clients are advised to review the rental company’s insurance terms directly at the time of collection. Optional additional cover (including Super CDW, Driver Protection, and Theft Protection) may be purchased from the rental company at the start of hire.
(e) A location service charge may apply and, where applicable, is payable directly to the rental company at the start of hire.
(f) Charges for additional drivers are payable at the start of hire.
11. Travel Insurance
It is a condition of booking that all travellers hold comprehensive travel insurance, valid for the dates and destinations of the Programme, prior to departure. Insurance should cover, as a minimum: trip cancellation and curtailment; emergency medical treatment and repatriation; personal liability; and loss of baggage and personal effects.
By Appointment strongly recommends that the Client’s insurance policy also includes cover for Force Majeure-related cancellations, supplier insolvency, and ‘cancel for any reason’ cover where available. By Appointment accepts no liability for losses arising from inadequate insurance coverage.
12. Data Protection & Privacy
By Appointment processes personal data in accordance with applicable data protection legislation, including the General Data Protection Regulation (GDPR) as applicable in the EU and UK.
(a) By Appointment will use personal data provided by the Client or travellers solely for the purposes of arranging and delivering the Programme, processing payments, and communicating with the Client in connection with current or future bookings.
(b) Where the Client shares personal data of individual travellers with By Appointment, the Client warrants that it has obtained appropriate consent or has a lawful basis for such sharing, and that travellers have been informed that their data will be processed by By Appointment as data processor.
(c) By Appointment will share personal data with Suppliers only to the extent necessary to deliver the Programme. By Appointment does not sell or share personal data with third parties for marketing purposes.
(d) Personal data will be retained for the duration required to fulfil legal and contractual obligations, typically no longer than seven (7) years from the Programme end date, after which it will be securely deleted.
(e) Travellers may request access to, rectification of, or deletion of their personal data by contacting By Appointment in writing. By Appointment will respond within 30 days.
(f) A Data Processing Agreement (DPA) is available upon request for travel agency or corporate clients who require one as part of their own GDPR compliance framework.
13. General Terms
(a) Air Charter: Private jet and helicopter charter services are subject to additional specific Terms & Conditions provided at the time of booking. In the event of conflict, the charter-specific terms shall prevail.
(b) Entire Agreement: These Terms, together with the relevant proposal and confirmatory invoice, constitute the entire agreement between By Appointment and the Client with respect to the Programme and supersede all prior representations, proposals, and understandings.
(c) Severability: If any provision of these Terms is found to be unlawful, void, or unenforceable, that provision shall be deemed severable and shall not affect the validity or enforceability of the remaining provisions.
(d) Waiver: Failure by By Appointment to enforce any provision of these Terms shall not constitute a waiver of the right to enforce such provision in the future.
(e) Notices: All formal notices under these Terms must be submitted in writing to your designated Travel Designer and reservations@byappointmentdmc.com
(f) Prices quoted are exclusive of VAT where applicable. All prices are subject to change and By Appointment will notify the Client of any increases affecting a confirmed Programme.