Service Delivery Policy

Service begins when a customer contacts CaleDonya and explains their travel requirements or the type of service required, such as trip planning, accommodation, transport, activities or support during a visit.

Additional information may be requested before suitable options can be identified or confirmed.

CaleDonya will provide the main available information about a service, including its scope, price and significant conditions where these are known.

An initial enquiry or presentation of options does not by itself constitute a confirmed booking. A service is confirmed once the required steps have been completed and confirmation has been communicated to the customer.

CaleDonya may arrange services with hotels, transport companies, activity providers, tour operators or other independent suppliers.

Availability, confirmation and performance of those services may therefore depend on the relevant supplier and any conditions or requirements that apply.

The available price will be communicated before confirmation where reasonably possible. Prices may change before confirmation if supplier rates, taxes, charges or availability change.

A variable price or temporary quotation becomes final only when confirmed in accordance with the agreed booking process.

Delivery depends on the nature of the service. It may consist of travel information, an itinerary, a booking confirmation or an arrangement for a service to be performed on a later date.

For date-specific services, the date and time stated in the confirmation or booking documentation should be treated as the principal reference.

Service details, booking confirmations and relevant instructions may be delivered electronically through the contact methods agreed with the customer.

Customers should review names, dates, times and other requirements and report any apparent error as soon as reasonably possible.

Where a customer requests a change to a confirmed service, CaleDonya will try to arrange the change where reasonably possible, although availability, price and conditions may change.

Amendments may also result in supplier charges or price differences.

If a confirmed service becomes unavailable, the customer will be informed as soon as reasonably possible and a suitable alternative may be offered where available.

Any related cancellation or refund will be handled in accordance with the Cancellation & Refund Policy, applicable booking conditions and statutory rights.

Customers are responsible for supplying accurate and complete information, holding the documents required for travel, attending services at the required time and complying with requirements communicated in connection with a booking.

Questions about the status, timing or delivery of a service may be directed to CaleDonya using the contact details published on the Contact Us page.