Terms & Conditions

1. Company Information

SANTAI Travel Ltd is registered in England and Wales under company number 16379814, with its registered trading address at The Coach House, 2 Maida Avenue, London, W2 1TF, 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 due 65 days before travel, unless otherwise specified. Festive or peak-season bookings may require earlier payment.

  • 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.

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.

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.

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.

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 SANTAI’s 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
The Coach House, 2 Maida Avenue, London, W2 1TF, 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.