Terms & Conditions
1. Company Information
Santai Travel Ltd is registered in England and Wales under company number 16379814, with its registered trading address at 12 Bourdon street, London, W1K 3PG, United Kingdom.
2. Our Role
Santai acts as a principal in the sale of travel and accommodation arrangements. This means your contract for the booking is with Santai, and we in turn contract with trusted suppliers, hotels, villa owners and service providers (“Suppliers”).
We partner exclusively with reputable and reliable Suppliers; however, their own terms and conditions may also apply to your booking, and in some cases their policies will determine refund, amendment or cancellation rights.
3. Making a Booking
All bookings are subject to availability and written confirmation from Santai. Once we confirm your reservation, a binding contract is formed.
A deposit of between 25% and 50% of the total booking value is usually required at the time of confirmation (depending on the property and Supplier). This may be negotiable in certain circumstances.
The balance is usually due 65 days before travel, unless otherwise specified prior to booking. Festive or peak-season bookings may require earlier or full payment. This will always be clarified at the time of booking.
Unless otherwise stated, bookings made within 65 days of travel must be paid in full at the time of confirmation.
This timeline allows us to pay Suppliers in full 60 days prior to arrival.
All prices will be confirmed in writing at the time of booking. Santai does not charge hidden fees or booking surcharges – our revenue comes from the commission paid by the Supplier unless otherwise stated.
4. Amendments and Cancellations
All amendment and cancellation requests must be made in writing.
Deposits are non-refundable unless explicitly stated otherwise in your confirmation.
Refunds, where possible, are subject to Supplier approval and policy. We will always act in your best interests, but final decisions rest with the Supplier or property owner.
In general, dates are not changeable unless clearly stated, though we will always seek a resolution where possible.
Any Supplier-imposed charges (e.g. for late cancellation, amendments, or no-shows) will apply in full.
Please note that any delayed or late payments - including final balance payments - will still be required in full. At this stage, the funds are contractually due to our suppliers, and we are legally obliged to settle them regardless of whether payment has been received from the guest.
If Santai must cancel a booking due to circumstances beyond our control (e.g. property withdrawal, force majeure), we will notify you promptly and work to secure a suitable alternative or refund, in line with Supplier policies.
5. Pricing and Payment
All prices will be confirmed in writing at the time of booking and are generally quoted in GBP (£), EUR (€), or USD ($) depending on the property location and preferred Supplier currency.
Payment can be made by credit card (preferred) or bank transfer, as detailed on your invoice. The currency and total amount payable will be specified clearly before payment is processed. A small credit card fee may apply; this will always be clearly communicated before any payment is taken.
Prices may be adjusted to reflect exchange-rate fluctuations, local taxes, or Supplier amendments, though we will always inform you of any variation prior to final confirmation.
Santai does not charge hidden fees or surcharges. The total confirmed amount represents the full amount payable for your booking unless otherwise stated in writing.
6. Client Responsibilities
You are responsible for:
Providing accurate personal details when required (names, dates, passport information, etc.).
Meeting passport, visa, vaccination, and entry requirements for your destination.
Complying with property and Supplier rules during your stay.
Covering any costs arising from damage, negligence, or breach of property rules.
7. Concierge and Additional Services
Santai offers a range of bespoke concierge services – including transfers, private chefs, wellness experiences, and curated itineraries.
Some services may be provided by third-party partners. In these cases, your contract may be directly with the Supplier, and their terms and conditions will apply. Any applicable terms and conditions will be clearly set out at the time of booking the additional service.
8. Travel Insurance
We strongly recommend that all clients take out comprehensive travel insurance at the time of booking to cover cancellation, medical expenses, and other unforeseen events.
Santai cannot accept responsibility for losses incurred due to failure to obtain adequate cover.
9. Liability
We take great care in selecting and maintaining relationships with our Suppliers and partners. However:
Santai is not liable for acts or omissions of third-party Suppliers, nor for events beyond our control (e.g. weather, natural disasters, strikes, pandemics, or government restrictions).
Our liability is limited to the value of services provided directly by Santai, excluding indirect or consequential losses.
Nothing in these Terms limits our liability for death or personal injury resulting from our negligence, or any liability that cannot legally be excluded.
9A. Financial Insolvency Insurance
Santai Travel Ltd is fully covered by Financial Insolvency Insurance, which protects your payments in the unlikely event of our financial failure.
This means that if Santai were ever unable to fulfil your booking due to insolvency, any funds you have paid would be fully protected, and you would either receive a refund or be repatriated if already travelling.
This cover ensures your money and travel arrangements are safeguarded at all times, providing complete peace of mind when booking with us.
10. Complaints and Resolution
We pride ourselves on delivering exceptional service.
If you encounter an issue during your trip, please notify us immediately so we can assist.
If the matter remains unresolved, please submit a written complaint within 14 days of returning home, and we will respond promptly. Complaints submitted after this time may not be considered. We will respond promptly to all complaints received within this period.
11. Data Protection, Confidentiality and Privacy
Your privacy and discretion are of the utmost importance to us. Any personal information provided to Santai is handled in strict confidence and in accordance with our Privacy Policy and the UK GDPR.
We never share or sell personal data to any third parties for marketing or unrelated purposes.
Your details are shared only with Suppliers and partners directly involved in fulfilling your booking, and solely to the extent necessary for the successful delivery of your travel arrangements.
All client correspondence, preferences and booking details are managed securely and with respect for your privacy at all times.
12. Intellectual Property
All content, branding, photography, videos, and materials featured on the Santai website, marketing, and communications are the intellectual property of Santai Travel Ltd and may not be reproduced or used without written permission.
Certain images and videos are provided by our Suppliers and partners and are used by Santai with their express permission. These materials remain the property of their respective owners and may not be copied, distributed, or used for any other purpose without their consent.
13. Governing Law
These Terms, and any disputes arising from them, are governed by and construed in accordance with the laws of England and Wales.
For international clients or Suppliers, local laws may also apply depending on the jurisdiction of the service provided.
14. Updates and Amendments
Santai reserves the right to amend these Terms at any time.
Any updates will be published on our website and will apply immediately to new bookings.
15. Contact
For any questions or concerns about these Terms or your booking, please contact:
Santai Travel Ltd
12 Bourdon street, London, W1K 3PG, United Kingdom
📧 info@santaitravel.com
By proceeding with your booking, you confirm that you have read and agree to Santai Travel Ltd’s Terms & Conditions and Privacy Policy.
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Travel Agent/Partner Terms & Conditions
These Partner Terms (“Agent Terms”) apply when a travel agent, introducer or third-party seller (“Agent”, “you”, “your”) places bookings with Santai Travel Ltd (“Santai”, “we”, “us”, “our”) on behalf of your clients (“Client”). These Agent Terms supplement and amend the standard Santai Travel Ltd Terms & Conditions.
By submitting a booking request as an Agent, you confirm that you have authority to act on behalf of your Client and that you accept and agree to be bound by these Agent Terms.
Company Information
1.1. Santai Travel Ltd is a company registered in England and Wales (company number 16379814). Our registered address is 12 Bourdon Street, London, W1K 3PG, United Kingdom.
1.2. Santai acts as principal in the sale of travel and accommodation arrangements unless otherwise agreed in writing. The legal contract for the booking sits between Santai and the Client (unless expressly stated otherwise in writing).
1.3. These Agent Terms sit alongside the Client T&Cs and govern how Agents place bookings and how Santai pays commission, handles amendments, cancellations, payment, liability, and other key commercial arrangements.
Booking Process via an Agent
2.1. All bookings placed on behalf of Clients are subject to:
Supplier availability
Santai’s written confirmation of the reservation
2.2. A booking is only confirmed and binding once:
Santai issues written confirmation to the Agent or Client, and
The required deposit or full payment is received by Santai.
2.3. Agents must supply accurate and complete Client information (names as in passports, dates, contact details, passport details where required) in a timely manner.
2.4. Agents warrant that they are authorised by their Client to make bookings and handle payments on their behalf.
2.5. All Clients must be made aware of, and accept, the Client T&Cs in full, including cancellation, amendments and liability provisions.
Pricing and Payments
3.1. All prices will be confirmed in writing at the time of booking and are generally quoted in GBP (£), EUR (€) or USD ($).
3.2. Santai may change pricing due to Supplier changes, exchange rates, local taxes, or other Supplier costs; any change will be communicated prior to booking confirmation.
3.3. Agents shall ensure that payments to Santai are made in full, cleared funds and without deduction, by the payment due date stated on the invoice.
3.4. Agents may choose between:
Standard commission payment, or
Nett payment arrangement where Santai provides a nett rate and the Agent retains agreed margin.
3.5. Unless agreed otherwise in writing, all payments due under these Agent Terms must be made by bank transfer or card, as detailed on invoices.
Commission & Nett Payment Option
4.1. Commission Percentage & Payment Timing
The standard commission rate will be confirmed in writing per booking or per agreement.
Commission is paid two (2) weeks after the Client’s check-out date, subject to Santai receiving cleared funds from the Client or the Agent in the event of nett arrangements.
4.2. Commission applies only to confirmed, completed stays and services.
4.3. Nett Payment Option
If an Agent elects to operate on a nett basis, Santai will provide a nett price.
The Agent agrees to pay the nett price to Santai by the due date regardless of whether the Client has yet paid the Agent.
4.4. Santai reserves the right to withhold commission or recoup paid commission where:
A booking is cancelled or amended resulting in a reduced invoice value,
A Client fails to pay the Agent,
Refunds are issued by Santai or Suppliers.
4.5. Any bank charges, FX costs or payment fees associated with commission or nett payments may be deducted at Santai’s discretion.
Amendments & Cancellations
5.1. Any cancellation or amendment request must be made in writing by the Agent or Client.
5.2. Santai will process and respond to amendment or cancellation requests in accordance with the relevant Supplier’s policy.
5.3. Cancellation Charges
Deposits are generally non-refundable unless otherwise stated in booking confirmation.
Any refund will be subject to Supplier policies and any costs incurred by Santai.
5.4. Cancellation fees, change fees, no-show charges and other penalties imposed by Suppliers will apply in full. Santai will communicate such charges to the Agent promptly.
5.5. Commission will only be payable on funds that Santai has actually received and that remain after all applicable cancellation charges have been deducted.
Client Responsibilities & Disclosure
6.1. The Agent must ensure that Clients are aware of, and accept, their responsibilities under the Client T&Cs. These include:
Compliance with passport, visa, vaccination, and entry requirements
Accuracy of personal and travel details
Understanding of Supplier rules and local regulations
6.2. Agents should provide Clients with Santai’s contact details for operational matters (arrival communications, concierge services, support during stay).
Liability & Insurance
7.1. Santai’s liability to the Agent or Clients is limited to the extent provided in the Client T&Cs.
7.2. Santai is not liable for acts or omissions of Suppliers or for events outside its control (weather, strikes, force majeure, property withdrawal, etc).
7.3. Agents must maintain appropriate professional indemnity and public liability insurance in their jurisdiction for the services they provide.
7.4. Clients should be advised to obtain comprehensive travel insurance covering cancellation, medical and other unforeseen events.
Confidentiality & Non-Circumvention
8.1. All commercial terms, Supplier rates, and arrangements between Santai and the Agent are confidential.
8.2. Agents must not approach Santai’s Suppliers directly to bypass Santai for any booking introduced via Santai.
Data Protection
9.1. Personal data shared with Santai will be processed in accordance with Santai’s Privacy Policy and applicable UK GDPR standards.
9.2. Agents must ensure that they have lawful basis and consent to share Client data with Santai.
Governing Law & Amendments
10.1. These Agent Terms and any dispute arising out of them are governed by the laws of England and Wales.
10.2. Santai reserves the right to update these Agent Terms at any time. Any updated version will be published on santaitravel.com and apply to new bookings after publication.
Confirmation of Acceptance
By submitting bookings to Santai, you confirm that:
You have authority from your Client
You have read, understood, and accepted both these Agent Terms and the Client T&Cs
You agree to the payment, commission and liability provisions above