Lily Pond Luxury — Terms & Conditions
Effective for all itineraries, quotes, invoices, and bookings issued by Lily Pond Luxury
These Terms & Conditions apply to every itinerary, quote, and invoice we send you (each a "Travel Record") and to any booking you make through Lily Pond Luxury ("we," "us," or "the Agency"). By booking travel with us, you ("you," "the Client") agree to these terms on behalf of yourself and everyone traveling on your booking, including minors and companions. Please read this document and pass along the relevant parts to anyone traveling with you.
We work hard to make your travel planning experience seamless, but a lot of what happens on your trip — flight times, hotel service, ship operations, local conditions — is out of our hands. This document explains, in plain terms, what we're responsible for and what we're not, so there are no surprises.
1. What We Do (and Don't)
We act as your booking agent. When we arrange flights, hotels, cruises, tours, cars, or other travel services on your behalf, we're connecting you with the companies that actually provide them — airlines, cruise lines, hotels, tour operators, ground transportation companies, and other suppliers ("Suppliers"). We don't own or operate any of these companies, and we can't control their schedules, safety practices, service quality, or business decisions.
That means if a Supplier cancels your flight, downgrades your room, overbooks your cruise cabin, loses your luggage, or otherwise falls short, that's a claim against the Supplier, not against us. We're not liable for a Supplier's acts, omissions, delays, bankruptcy, or failure to deliver what they promised. Every Travel Record we send you is also subject to that Supplier's own terms and conditions, and it's your responsibility to read those before you book.
We do take responsibility for our own mistakes — for example, if we book the wrong dates or misquote a price due to our own error.
2. Travel Risks Are Real — Please Do Your Homework
Travel involves risk: weather, illness, political unrest, unfamiliar infrastructure, and plain bad luck. We don't have special knowledge about entry requirements, health hazards, local safety conditions, or a Supplier's financial stability beyond what's publicly available. Before you travel, please check:
U.S. State Department travel advisories: travel.state.gov
CDC health and vaccination guidance: cdc.gov/travel
TSA, FAA, and customs requirements for your destination
By traveling, you're voluntarily accepting the risks involved, known and unknown. We strongly recommend travel insurance (see Section 9) to protect yourself financially against the unexpected. Any claim you have against us relating to matters in this section must be submitted in writing within 30 days of your return.
3. Pricing, Payment & Fees
Prices quoted are subject to change until a booking is confirmed and paid for. If this Travel Record is a quote rather than a paid invoice, nothing is locked in — availability and pricing can shift until we receive your deposit or full payment and issue a confirmed invoice. If the confirmed price differs from the quoted price, we'll notify you promptly; if you don't confirm you still want to proceed, we'll treat the booking as cancelled.
We charge applicable taxes, service fees, and surcharges, which will be itemized in your Travel Record. Some fees (local hotel taxes, carrier surcharges, etc.) can't be collected in advance and may be charged to you directly by the Supplier at time of service.
Full payment is required before we release tickets or travel documents.
If you pay by credit card and later dispute a charge for services we've properly delivered, you agree not to file a chargeback; if we incur costs (including legal fees) recovering an improper chargeback, you're responsible for those costs.
4. Cancellations & Changes
Most travel bookings — especially discounted airfare, cruises, and packages — carry cancellation and change penalties from the Supplier, which can run up to 100% of the cost, even before travel begins. These penalties are set by the Supplier, not us, and we'll pass along their specific cancellation rules whenever we can. If a change or cancellation you request causes us to incur a fee or liability, you agree to cover that cost. We may also charge our own processing fee for handling changes and cancellations.
If a booking is cancelled through no fault of yours and not in violation of the applicable terms, any money you paid us for services you didn't receive will be promptly refunded, unless you tell us in writing to handle it differently.
5. Your Documents Are Your Responsibility
You are responsible for making sure you and everyone on your booking have the passports, visas, vaccination records, and any other documentation required for your destinations — even if the required documents differ from what a Supplier or government website states, and even if entry is ultimately refused despite having the right paperwork. As a general rule:
A passport valid for at least six months beyond your return date is typically required for international travel.
Some destinations require a visa in addition to a passport — apply early, as processing can take time.
Cruise passengers need a valid passport even on itineraries that only visit domestic ports.
Names on tickets must exactly match the traveler's passport or photo ID; mismatches can void a booking at your expense.
Children traveling with only one parent or without a parent often need extra documentation (notarized consent letters, custody papers, birth certificates). Requirements vary by country and airline — check with the relevant consulate well before departure. Pregnant travelers should note that most cruise lines will not board passengers who are 24 weeks or more along at the time of sailing.
Any fines, denied boarding, or other costs resulting from incomplete or incorrect documentation are your responsibility, not ours.
6. Flights, Schedules & Airline Issues
Flight times shown on your itinerary are provided by the airline and can change — sometimes even after tickets are issued. Please reconfirm your flights directly with the airline at least 24 hours before domestic travel and 72 hours before international travel, and check in with plenty of time to spare (typically 2 hours for domestic, 3 for international flights). We are not responsible for schedule changes, delays, or the airline's decision to refuse boarding, though we'll help you navigate the situation where we can.
If an airline becomes insolvent or ceases operations, it isn't obligated to honor your ticket, and by law we can't refund tickets on a bankrupt carrier — funds paid become the airline's property once collected. Travel insurance can help protect you against this risk.
Baggage is at your own risk. Airlines and other Suppliers may charge extra for checked bags, seat selection, or other add-ons, and any post-ticketing changes you request may trigger additional fees or fare increases from the airline.
7. Travel Insurance
We strongly recommend you purchase travel insurance covering trip cancellation, medical emergencies, and baggage loss. If insurance isn't included in your itinerary, ask us about options, or arrange your own coverage directly with a provider. Standard insurance often excludes pre-existing conditions and has other limitations, so review any policy carefully before relying on it, and file claims for loss, damage, or theft directly with your insurer.
8. Booking Authority
When you ask us to book travel on your behalf — by phone, email, or online request — you authorize us to sign booking confirmations, charge your credit card, and execute the paperwork needed to complete that booking. You agree to pay for purchases made at your request and won't hold us responsible for acting on instructions reasonably believed to be from you or someone authorized to act on your behalf.
9. Website Content & Intellectual Property
Information on our website (including pricing, currency conversions, and availability) is provided for your personal, non-commercial use only. Please don't republish, resell, or redistribute it. Currency figures are based on publicly available sources and aren't guaranteed accurate — confirm actual rates before relying on them. Third-party links are provided for convenience and don't imply our endorsement. The content, design, and code of our website are owned by Lily Pond Luxury or our licensors and suppliers, and are protected by copyright and trademark law.
10. No Warranties; Limitation of Liability
Our website and the information in it are provided "as is." We don't guarantee it will be error-free, uninterrupted, or free of viruses, and we make no warranties — express or implied — about accuracy, merchantability, or fitness for a particular purpose, to the extent the law allows us to disclaim them.
To the fullest extent permitted by law, we are not liable for indirect, incidental, or consequential damages arising from your use of our website or services, and our total liability to you for any claim is limited to the amount you paid us for the booking at issue. This limitation doesn't apply where the law doesn't allow it.
11. Governing Law
Lily Pond Luxury is a Virginia limited liability company. These Terms & Conditions are governed by the laws of the Commonwealth of Virginia, without regard to conflict-of-law principles, and any dispute will be resolved exclusively in the state or federal courts located in Virginia. By agreeing to these terms, you waive any right to a jury trial.
12. General
These terms apply to you, anyone you authorize to travel under your booking, and any minors in your care — by booking for a companion or minor, you confirm you have the authority to bind them to these terms and agree to cover any claim they bring against us. If any part of these Terms & Conditions is found unenforceable, the rest remains in effect. These terms represent our full agreement with you regarding your booking and supersede any prior discussions on the same subject.
Questions?
If anything here is unclear, reach out to your Lily Pond Luxury travel consultant before you book. We're glad to walk through the details with you. Thank you for trusting us with your travels.