Terms & Conditions

1. Introduction

Cooke & MacKenzie is a family-run travel business built on a foundation of honesty, fairness, and a genuine commitment to our clients. We take pride in the personal relationships we build with every traveller, and our goal is always to find the right solution — not just the easiest one.

International travel, by its nature, can be unpredictable. These terms and conditions exist to ensure clarity for both our clients and our business, particularly when the unexpected occurs. In practice, they rarely come into play — but when they do, you can trust that we will work with you to reach an outcome that is fair and reasonable.

We are one of the few tour operators that will actively assist clients in recovering funds where possible, and in many cases we can apply cancelled trip funds as credit toward future travel, valid for up to 18 months from the date of cancellation.

2. A Note on Travel & Medical Insurance

We consider Travel & Medical Insurance to be essential — not optional. The world has changed significantly in recent years, and international travel now carries real exposure to disruption from health events, political uncertainty, extreme weather, and other factors beyond anyone's control. A specialist travel and medical insurance policy protects your investment and your wellbeing, and we strongly encourage every client to arrange comprehensive cover before travel.

We can provide guidance on insurance options through an approved third-party provider based in the US. Please ask us and we will be happy to assist.

3. Pricing

All prices quoted are in Euros, Pounds Sterling, or US Dollars, subject to availability and confirmation. Prices are confirmed at the time of booking deposit receipt, at which point we begin securing all elements of your itinerary.

Please note that certain bookings — including accommodation, experiences, and transport arrangements — are made under advance purchase conditions with our suppliers, which is reflected in the cancellation terms below.

4. Deposits & Balance Payments

General Travel Clients: A deposit of 30% of your total trip cost is required to confirm your booking. Of this, 20% of the total trip cost is non-refundable. Your balance is due no later than 45 days prior to your arrival date.

Golf Travel Clients: A non-refundable deposit of 50% is required to secure your booking. Your balance is due no later than 45 days prior to your arrival date.

The deposit amount may vary depending on the complexity of your itinerary, the time between booking and departure, and the number of guests travelling. Where your trip commences within three months of the booking date, full payment will generally be requested at the time of booking. We are happy to discuss a payment plan if you have a preference — just ask.

Preferred Payment Method: We ask that all payments be made by bank transfer (wire transfer). Payment by major credit card (Visa, Mastercard, or Amex) is available where required. These terms apply regardless of whether your trip was booked directly or through a travel agent or third party.

5. Confirming Your Trip

A confirmed itinerary is typically issued by email within two weeks of receipt of your deposit. Final itinerary documents and vouchers will generally be sent 10–14 days prior to your arrival. Some minor adjustments — particularly to airport transfer scheduling — may occur in the lead-up to your trip, and we will keep you informed by email as needed.

6. Drivers & Guides

We work with a carefully selected network of trusted third-party suppliers and independent guides. We welcome requests for specific drivers or guides and will do our best to accommodate them, though we cannot always guarantee their availability.

7. Cancellations

We understand that circumstances change, and cancellations are always handled with empathy. In the event you need to cancel any part of your trip, please notify us in writing by email as soon as possible. The following cancellation charges apply:

• More than 60 days before arrival: Deposit only (non-refundable portion as stated in the Deposits & Balance Payments section above)

• 45–60 days before arrival: 50% of total trip cost

• 30–44 days before arrival: 75% of total trip cost

• Less than 30 days before arrival: 100% of total trip cost

Your invoice will clearly identify any components subject to specific non-refundable terms imposed by individual suppliers. Where possible, we will work with our suppliers on your behalf to recover or transfer funds — but we cannot guarantee outcomes beyond our control.

Any eligible funds will be returned as a travel credit, valid for use within 18 months of the cancellation date.

8. Refunds & Credit Notes

Where a refund or credit is agreed, it will be processed within 60 days of the cancellation date, in accordance with the charges outlined in the Cancellations section above.

9. Non-Refundable Deposit — Why It Exists

Our team invests considerable time in researching, planning, and booking your trip from the moment your deposit is received. We carry fixed business costs — staff, administration, financial processing fees — and many of the arrangements we secure on your behalf are subject to non-refundable conditions imposed by our suppliers. The non-refundable portion of your deposit reflects these real costs. In some cases, we are able to apply this as a credit toward a future booking.

10. Change Requests

We will always do our best to accommodate reasonable changes after booking. Please be aware that changes requested after deposit payment may incur an administration fee of €100. Where a complete change of travel dates is required, a fee of €300 may apply. This fee does not apply to guests who have booked under our Flexi Rate.

All changes are subject to supplier availability and must be confirmed in writing by Cooke & MacKenzie.

11. Transportation

All transportation is arranged through trusted third-party suppliers.

Chauffeur-Driven Transport: Our transportation partners maintain their vehicles to national standards and are insured to international requirements. In the unlikely event of a breakdown or vehicle issue, we will work to arrange a replacement vehicle as quickly as possible — typically within a few hours. No refund is applicable for time lost due to a mechanical issue, though we will always endeavour to minimise disruption.

Self-Drive / Car Hire: Where we arrange car hire on your behalf, this is done through one of our trusted car hire partners. Their own terms and conditions govern the rental agreement. In the event of a breakdown or problem with the hired vehicle, you should contact the car hire company directly in the first instance, and then notify us if you require further assistance11. Contact Us

If you have any questions or concerns regarding these Terms & Conditions, please contact us directly.

12. Liability & Stipulations

Cooke & MacKenzie LLC is a limited liability company registered in the State of Delaware, USA. Cooke & MacKenzie contracts with independent third-party suppliers to deliver the services included in your trip. While we select our partners carefully, we are not liable for any act, omission, or negligence on the part of those suppliers, their employees, or their representatives.

In issuing vouchers, tickets, or travel documents, Cooke & MacKenzie acts as agent for the relevant service providers — not as a principal. We are not responsible for any loss, damage, injury, delay, or irregularity arising from services provided by third parties during any tour or trip we arrange.

Flight and other travel arrangements made independently by the client, outside of the tour itinerary, remain the client's responsibility and are governed by the terms of the relevant carrier.

We are not responsible for loss, theft, or damage to personal belongings or equipment, or for personal injury or illness during travel.11. Contact Us

If you have any questions or concerns regarding these Terms & Conditions, please contact us directly.

Last updated: 2026. These terms are subject to change. The version published on our website or within your confirmed itinerary at the time of your booking confirmation will apply.