Our Policies and General Terms & Conditions
1. General Information
Sobremesa (“we”, “us”, “our”) is the trading name of Sobremesa Community CIC. We act as a tour operator. We do not own or control those who provide the accommodation, car hire, other transport, event tickets or other services which you gain when booking through us. Please read our conditions carefully. They set out your rights and our obligations to you.
2. Website accuracy
2.1 We take all steps practically possible to ensure that the details given to you on our website are accurate and up to date, but we do rely upon the descriptions given to us by the actual suppliers of the services and facilities described. Sometimes the facilities or excursions described will be withdrawn for reasons such as maintenance or lack of demand from guests. Where our suppliers advise us about significant changes to descriptions or the withdrawal of any significant facility, we will tell you as soon as possible. Some activities or facilities, such as water sports, may not be available all year round. There may be a charge for some facilities. In some places during high season (and even at other times), there is a possibility you will be disturbed by noise from less considerate groups, so please bear this in mind when choosing your destination and accommodation. Any transfer times we quote for travel between the airport and accommodation are approximate and, depending on circumstances, the journey time to your own chosen property may be longer.
2.2 We cannot accept any liability for errors within our website descriptions which are as a result of the provision of incorrect information from suppliers.
3. Equality
3.1 We endeavour to work only with suppliers who meet our criteria for treating all customers equally. Where possible, we make clear to all suppliers the purpose of our business and that we do not tolerate any discrimination regardless of sexual orientation, age, disability, gender reassignment, marital status, race, religion or belief or sex, and we expect all suppliers, sub-contractors and third party suppliers to adhere to this too.
3.2 We endeavour to make every effort to provide information about a customer to the supplier at the time of booking and ahead of arrival.
3.3 Whilst we endeavour to ensure that you are treated with courtesy, respect and equally in any booking you make with us, we cannot be held responsible for any actions of our suppliers.
3.4 When making a booking with us, you are responsible for checking the relevant laws of a country and ensuring that you adhere to them. Whilst we can provide advice about the latest laws, it is your sole responsibility and your own decision as to whether you decide to travel to any particular destination.
4. Making a booking
4.1 The person making your booking (the “Contact”) must be at least 18 years of age and one of the participants in the booking. If the Contact is not over 18, we reserve the right to cancel your booking and charge a 100% cancellation fee in respect of the complete booking. The Contact is responsible for making all payments due and for ensuring that the details given to us accord exactly with their travel documentation.
4.2 It is your responsibility to check the documents you receive and notify us of any errors within 48 hours of receipt. If errors for which you hold us at fault are reported after this time, we cannot be held responsible for any costs associated with correcting these.
4.3 As most of our holidays are bespoke or complex itineraries, we cannot necessarily confirm every requested element at the time of booking. Processing your payment is not a guarantee or representation that your requested arrangements will be confirmed or subsequently provided. Obtaining confirmation of all elements from suppliers may take two weeks or more. On rare occasions, it may not be possible to confirm all elements as requested, and we may need to make changes. Occasionally, we may have to cancel a booking before issuing a booking confirmation if we are not able to confirm all the elements or find suitable alternatives. If we have to cancel your holiday before confirmation, or we have to make major changes that are not acceptable, we will refund all monies you have paid us. You are not entitled to cancel before confirmation without paying our normal cancellation charges. No compensation will be due where your booking is cancelled or a significant change made by us (which you accept) in accordance with this clause.
5. Special requests, medical conditions and next of kin
5.1 If you have any special requests, you must advise us at the time of booking. Although we will endeavour to pass any reasonable requests on to the relevant supplier, we regret that we cannot guarantee any request will be met. Failure to meet any special request will not be a breach of contract. Confirmation that a special request has been noted or passed on to the principal or supplier, or the inclusion of the special request on your confirmation invoice or any other documentation is not confirmation that the request will be met. Unless and until specifically confirmed, all special requests are subject to availability.
5.2 If you have any medical condition or disability or suffer from reduced mobility which may affect your arrangements or any special requirements as a result of any medical condition, disability or reduced mobility (including any which affect the booking process), please tell us before you confirm your booking so that we can assist you in considering the suitability of the arrangements and/or making the booking. In any event, you must give us full details in writing at the time of booking and whenever any change in the condition or disability or your mobility occurs. You must also promptly advise us if any medical condition or disability which may affect your travel arrangements develops after your booking has been confirmed.
5.3 We will ask you to complete some details as part of your booking. You will need to provide emergency contact details, such as the name and contact information of a next of kin, during the booking process or before travel. This information will be held securely and only used where we believe it is in your vital interest, including but not limited to situations where we reasonably consider that we owe you a duty of care during your travel arrangements.
5.4 In circumstances where we believe that your health, safety or welfare may be at risk, we reserve the right to contact your nominated emergency contact without needing your explicit consent at the time, provided we reasonably believe it is necessary to do so to protect your well-being.
5.5 The decision to contact an emergency contact is at our sole discretion and will be based on an assessment of the situation and our perceived duty of care. We will not be held liable for any consequences arising from a decision to notify, or not notify, a next of kin, provided such decision was made in good faith.
6. Pricing, deposit payments and changes to pricing
6.1 We reserve the right before you make your booking to alter the prices of any of the services and facilities which make up your booking and which are shown on our Website. You will be advised of the current price of the services and facilities that you wish to book before your booking is confirmed and documentation is issued. All prices displayed on our website are for guidance only and are subject to change due to exchange rate fluctuations.
6.2 Should there be any increase in the cost to us, caused by currency exchange rate fluctuations, Government action, or changes in on ground transportation costs, we will only absorb 2% change. You will be required to meet any increase between 2% and 10%. If we have to increase the price of your holiday by more than 10%, you will have the option of continuing with the holiday arrangements and meeting the extra costs (above 2%) or of cancelling with a full refund of monies paid to us, except any non-refundable charges we have incurred before such date. If you decide to cancel the holiday, you must do so within seven working days of the issue of the revised Confirmation of Booking Invoice.
6.3 When you make your booking, you must pay a deposit, which will be notified to you at the time of booking. The time limit in which you have to pay is variable and will be notified to you at the time of booking. In some instances, depending upon the lead time between your booking date and commencement date, payment may be due in full at the time of booking. Failure to pay your balance in full by the specified deadline will result in the cancellation of your booking with full loss of all monies paid.
6.4 The deposit required will depend on the trip you choose. Our standard deposit is a minimum of £400. Your balance must be paid before the date specified on your confirmation email, which is normally no later than six weeks before travel, but this will depend on the specific trip, and you will be notified accordingly if there are any changes to payment timelines.
6.5 Generally, and unless otherwise notified in writing by us, full payment will be required 90 days before travel. Payments that do not reach us before this 90-day cut-off may mean that your trip is cancelled without notice, and any balances paid to the booking already will be retained.
6.6 There is the option to pay in monthly instalments, per the relevant date of purchase and trip schedule. Payments via instalments will incur a 5% surcharge to cover the extra administration costs. If paying via instalments, the cancellation and refund conditions set out herein will apply based on the entire price of your booking and not just on any instalments paid.
7. Payment types
7.1 Sobremesa accepts payment via Bank Transfers.
8. Cancelling a booking
If you cancel your booking, you will have to pay the cancellation charges, and you will also have to pay our administration costs as set out below. Cancellations must be notified to us in writing to our email address welcome@sobremesa.community.
Cancellation within 24 hours of booking
After receiving confirmation of your booking, you have a further 24hrs to cancel and obtain a refund of your deposit.
Cancellation up to 90 days before the start date
A refund will be provided for all cancellations up to 90 days before the start date of the booked trip. This excludes the deposit, which is non-refundable.
Cancellation between 45 - 89 days before the start date
A 50% refund of the full amount, excluding the deposit, will be provided for all cancellations between 45-89 days before the start date of the booked trip.
Cancellation less than 45 days before the start date
No refund will be provided on cancellations less than 45 days before the start date of the booked trip. This will result in a 100% loss of all sums paid.
Additional refund clause
No partial refund will be provided when joining late or leaving early from a booked trip.
9. Changes to a booking by a supplier
9.1 A supplier may change or cancel aspects of your booking with us. Should they do so, we will let you know as soon as we are aware, and your position will depend upon the relevant supplier’s terms and conditions.
9.2 Sobremesa is not responsible for your expenses incurred in preparation for any cancelled trips, such as other accommodation, airline tickets, loss of work, and/or other costs associated with preparing for your trip.
10. Changes made by us to a booking
10.1 From time to time, we may have to change details of your booking you have booked. If any change will have a significant effect on your booking, we will tell you about it before your trip starts, if there is time.
10.2 If you do not want to accept a significant change, which we tell you about before you depart, you will be offered either a credit equivalent to all sums paid, usable for another future trip, or a refund of your payments.
11. Travel and accommodation
11.1 Please try to match your flight schedules with the recommended arrival and departure times provided in your booking confirmation.
11.2 We provide complimentary shuttle services to and from the accommodation for participants travelling within the specified windows.
11.3 If your flight arrives or departs outside the scheduled windows, you must arrange and pay for your transportation. We are happy to assist in finding suitable transport options.
11.4 Choosing the “share with unknown guest” option means you’ll be matched with another participant. Sobremesa will ensure you are paired with someone of the same gender, unless you have specifically requested otherwise.
12. Circumstances beyond our control
Except where we say differently elsewhere in these conditions, we cannot pay any compensation, reimburse expenses, or cover losses for any amount or otherwise accept responsibility if, as a result of circumstances beyond our control, we have to change your booking after departure, or we, or our suppliers, cannot supply your booking, as we, or they, had agreed, or you suffer any loss or damage of any description. When we refer to circumstances beyond our control, we mean any event that we, or the supplier in question, could not foresee or avoid, even after taking all reasonable care. Such circumstances will usually include, but are not limited to, war, terrorist activity, civil unrest, industrial dispute, bad weather (actual or threatened) and significant building work ongoing outside of your accommodation which is not known to us in advance of your departure date and building work from a third party (such as accommodation development).
13. Changes you make before travel, including cancellation by you
13.1 If you want to change or cancel the arrangements you have booked in any way, we will try to help you, although we cannot guarantee that we will always be able to do this, as changes are subject to availability at the time and to the transport or accommodation providers’ terms and conditions.
13.2 For any changes that can be made, we may charge the price that applies on the day the change is made.
13.3 The Contact must give us written notice to change or cancel. We will apply charges from the date we receive the instruction from you.
13.4 You are not permitted to change the names on any booking.
14. Flight delays and confirmations
14.1 If you are notified of any change to your travel arrangements by one of your suppliers directly, it is your responsibility to act upon this information and update us if the change will impact any other part of your travel arrangements.
14.2 We do not have any liability if you fail to advise us of any change to your travel arrangements.
14.3 If you fail to check in on time or follow your airline’s online check-in procedures, the airline is entitled to refuse to allow you to board the flight. We cannot accept responsibility if such a situation arises.
14.4 You should, approximately 72 hours before your departure, check the airline’s website to make sure that there has been no change made by the airline to the time of your flight.
15. Insurance
We consider travel insurance to be essential. Accordingly, it is a condition of making a booking through us that you have suitable insurance cover for the booking you have made and any activities which you expect to take part in or are listed in your itinerary. This insurance, as a minimum, should cover cancellation for any reason, baggage loss, accidents and health issues. You should take your policy details with you. We may also request that the details of your insurer and policy number be provided to us for our records. We may need to refer to this if you are involved in an accident. If you are unable to provide us with insurance details when requested, then we reserve the right to refuse to accept your booking or cancel your holiday with loss of deposit if you fail to do so. We will not be held responsible for any expenses, damage or losses you incur as a result of your failure to comply with this clause and/or the requirements of your travel insurance policy.
16. Force majeure, unavoidable and extraordinary circumstances
16.1 Force Majeure means unusual and unforeseeable circumstances beyond the control of anyone involved with your travel arrangements. The consequences of these can often not be avoided even if all due care had been exercised by any travel arrangement provider. You may wish to purchase specific insurance to cover you for any out-of-pocket costs associated with a force majeure event. Examples of Force Majeure events include, but are not limited to: an act of god, severe weather conditions, unforeseen traffic delays or strikes, war, threat of war or similar, terrorism.
16.2 Unavoidable and Extraordinary Circumstances means a situation beyond the control of the party who invokes such a situation and the consequences of which could not have been avoided even if all reasonable measures had been taken.
16.3 Unavoidable and Extraordinary Circumstances may cover, for example warfare, other serious security problems such as terrorism, significant risks to human health such as the outbreak of a serious disease in either your home country or the travel destination, or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely to the destination.
16.4 Except where we say differently elsewhere in these conditions, we cannot pay any compensation, reimburse non-recoverable costs or expenses, or cover losses for any amount or otherwise accept responsibility if, as a result of Unavoidable and Extraordinary Circumstances, we have to change your booking after departure, or we, or our suppliers, cannot supply your booking, as we, or they, had agreed, or you suffer any loss or damage of any description.
16.5 We are unable to provide cash refunds in instances of Unavoidable and Extraordinary Circumstances when a supplier has not refunded us or there are non-recoverable costs associated with the booking.
16.6 In the event of Unavoidable and Extraordinary Circumstances, when you are unable to travel to your destination, we may hold your funds in credit for use against a future booking.
17. Travel documentation, entry requirements and health advice
17.1 It is your responsibility to have valid travel documents and to check the entry requirements for your travel destination, particularly for any required immunisations or vaccinations. For UK customers, up-to-date government health and travel advice is available. Please visit www.fco.gov.uk, www.hpa.org.uk, www.nathnac.org and contact your GP.
17.2 A passport is necessary to travel to all countries. Passengers must hold a passport ich is valid for at least six months following the return date of your trip. Most European countries enjoy the same level of medical service as Great Britain. However, we insist that you and all members of your party ensure yourselves adequately as per our terms. If you are a UK citizen and are visiting EU community countries or Switzerland, you may obtain a Global Health Insurance Card (GHIC), which has replaced the EHIC. This card gives you access to state-funded health care in these countries at a reduced rate or free of charge. You can obtain your GHIC through the NHS website.
17.3 Certain countries require a pre-arranged entry visa and certain passport validity conditions; we accept no responsibility for these requirements, and advise all travellers to ensure that the requisite documents are in place before travel. For more information, consult the Foreign & Commonwealth Office if you are a UK citizen or the State Department if you are a US citizen.
18. Overseas safety and standards
It is the requirements and standards of the country in which any services, that make up your holiday, are provided, which apply to those services and not those of the UK or your departure country. The infrastructure standards in certain overseas countries are often quite different from those of the UK or your departure country. This can include, but is not limited to, the reliability of transport, levels of service, food, accommodation, communications and water supplies. You are responsible for taking reasonable precautions for your own safety whilst on holiday.
You acknowledge that all activities during your trip with Sobremesa Community CIC are voluntary and may involve inherent risks. To the fullest extent permitted by law, you agree to release Sobremesa Community CIC and its agents, contractors, employees, and directors from any liability or claims for loss, damage, injury, or death that may arise from your participation. This release includes, but is not limited to, any claims related to personal injury, property damage, or travel associated with the trip.
19. Complaints
19.1 If you have a problem whilst using any of your travel arrangements, you must inform us or the relevant supplier immediately. If you fail to discuss any complaints with us or your supplier whilst you are away, your supplier and we will have been deprived of the opportunity to investigate and rectify your complaint whilst you were away, and this is likely to adversely affect any rights you may have to compensation from your supplier, or us.
19.2 If the problem cannot be resolved locally, you should then write to us quoting your booking reference and giving full details of your complaint within 28 days of your return to your departure country. We will acknowledge your letter within 14 days, with a full reply following within 28 days, unless we have been unable to investigate your complaint within this time, in which case a detailed explanation for the delay will be provided and a full reply sent in any event within 56 days. No liability can be accepted for any complaint or claim which is not notified per the provisions of this clause.
19.3 Please send all complaints to welcome@sobremesa.community.
20. Severability
If any provision or part of a provision, of these booking conditions is found by any court or authority of competent jurisdiction to be unlawful, otherwise invalid or unenforceable, such provision or part provision will be struck out of these booking conditions and the remainder of these booking conditions will apply as if the offending provision or part-provision had never been agreed.
21. Assignment
You may not transfer any of your rights or obligations under these booking conditions without our prior written consent. We may transfer any of our rights or obligations under these terms and conditions without your prior written consent.
22. Privacy
By joining a Sobremesa Community trip, you grant Sobremesa Community CIC the irrevocable and unrestricted right to photograph, film, and record your image or likeness. You agree that Sobremesa Community CIC may use, reproduce, modify, publish, and copyright any photos or videos featuring you for any purpose, including commercial promotion of Sobremesa Community CIC.
You also release Sobremesa Community CIC from all claims—including libel or invasion of privacy—related to the use of any such images or video recordings.
23. Law and jurisdiction
These booking conditions and any dispute or claim arising out of or in connection with them (including all non-contractual disputes or claims) shall be governed by and construed under English law and subject to the jurisdiction of the English Courts.
24. Liability
24.1 We do not own or control the accommodation where you stay or any of the other services, facilities or products which you receive during the booking.
24.2 Accordingly, we have no liability or responsibility for anything which goes wrong with your booking unless caused by our negligence.
For any questions or queries, please email us at welcome@sobremesa.community
Updated 30/06/2025