Edinburgh Unlocked – Terms and Conditions of service
Effective date: 5 August 2026
We believe planning your trip to Edinburgh should feel straightforward, transparent, and stress-free. These Terms and Conditions simply set out how we work together, what you can expect from us, and what we'll need from you along the way.
They're designed to help you know exactly what's included, what you can expect from us and to make everything clear from the outset.
We aim to keep things simple, fair, and easy to understand, giving you confidence that there won't be any unexpected surprises. While we've kept legal jargon to a minimum, there are some necessary legal provisions included to protect both you and us.
Important:
Payment confirms acceptance of these Terms.
It is your responsibility to read and understand them before booking.
If anything is unclear, you’re always welcome to get in touch.
Last updated: 14 August 2026
Our Contract
Edinburgh Unlocked provides personalised travel planning services (“Service(s)”).
By booking any Service with us, you agree to these Terms, which form the full agreement between you and Edinburgh Unlocked.
We may update these Terms from time to time. Any updates take effect once published, and we recommend keeping a copy for your records.
Governing Law
This terms and conditions and any disputes arising from it are governed by the laws of Scotland. By using our services, you agree to submit to the exclusive jurisdiction of the courts of Scotland.
What we do (and don’t do)
Edinburgh Unlocked is a travel planning service. We design, recommend, and guide — but we are not a travel agency.
We provide:
We provide travel consultations and advice for Edinburgh.
We make recommendations on hotels, restaurants, bars, and venues based on your requirements and their accessibility features.
We design bespoke day-by-day itineraries, based on your interests, ambitions and requirements.
Through our Concierge Service we can be a local point of contact asking specific questions and seeking information on your behalf.
We also provide advice for corporate events which can include accessibility to venues and accommodation recommendations. The exact terms and scope of this service will be captured in a briefing document following a briefing call.
We do not:
We don’t sell or reserve transport (train tickets, plane tickets, etc).
We don’t book accommodation, tours, and/or restaurant reservations on your behalf.
And we don’t act as travel agents.
Booking & Payment
All services must be paid in full up front as part of the consultation booking process.
Payment is taken securely via the payments processer Stripe, via our online hosting company Squarespace.
Prices are subject to change at any time, but confirmed bookings will not be affected.
If a payment fails or is declined, you are responsible for any associated fees.
Refund Policy & Complaints
All services are non-refundable.
However, if you’re unhappy with any part of the service, please get in touch; we will always aim to resolve the issue fairly and reasonably.
Our Services & Scope of Work
We aim keep this simple and transparent so you know exactly what each service covers. You can see a list of our service offerings here.
Mini Consultation
A 45-min video call to give an you an overview of the city.
Includes:
‘What-you-need-to-know’ Edinburgh overview.
Recommendations on best areas to stay, where to eat and visit (specific hotel recommendations are not included).
General guidance on accessibility within the city.
We’ll also aim to answer any questions that you have on the call.
Follow-up notes included within one week of the consultation taking place.
Up to two complimentary email queries within two weeks of the consultation taking place.
Ideal for:
Getting an overview and orientation of the city.
Getting insight on places and venues to visit and any accessibility considerations that we are aware of in relation to your requirements.
Getting insight before booking flights and accommodation.
Not included:
Ongoing support. All support is delivered before your trip no in-country support is provided during your trip.
Full itinerary creation.
Hotel recommendations.
Concierge Service enquiries.
Any bookings.
Full Consultation
One-hour video consultation followed-up with your own bespoke travel plan.
Includes:
‘What-you-need-to-know’ Edinburgh overview.
Recommendations on best areas to stay, where to eat and visit. Hotels recommendations also included.
General guidance on accessibility within the city.
We’ll also aim to answer any questions that you have on the call.
A bespoke, detailed travel plan delivered within 10 days of the consultation.
The travel plan includes hand-picked recommendations to the hotels.
And day-by-day itineraries to accessible Edinburgh experiences tailored to your interests, including maps and detailed route planning.
Up to three complimentary email queries answered within two weeks of the consultation taking place.
One round of revisions for your day-by-day itineraries.
Ideal for:
Visitors to Edinburgh who want a truly personalised, day-by-day travel planning service.
Visitors who want more detail insight and recommendations on hotels before booking.
Getting insight on places and venues to visit and any accessibility considerations that we are aware of in relation to your requirements.
Not included:
Ongoing support. All support is delivered before your trip no in-country support is provided during your trip.
Concierge Service enquiries.
Any bookings.
Concierge Service
One-hour video consultation followed-up with your own bespoke travel plan, plus additional in-person assistance.
Includes:
‘What-you-need-to-know’ Edinburgh overview.
Recommendations on best areas to stay, where to eat and visit. Hotels recommendations also included.
General guidance on accessibility within the city.
We’ll also aim to answer any questions that you have on the call.
A bespoke, detailed travel plan delivered within 10 days of the consultation.
The travel plan includes hand-picked recommendations to the hotels.
And day-by-day itineraries to accessible Edinburgh experiences tailored to your interests, including maps and detailed route planning.
Up to five complimentary email queries answered within two weeks of the consultation taking place.
Two round of revisions for your day-by-day itineraries.
Up to 10 concierge calls to find out information on your behalf before your trip.
Ideal for:
Visitors to Edinburgh who want a truly personalised, day-by-day travel planning service.
Visitors who want more detail insight and recommendations on hotels before booking.
Visitors who want a local point of contact to ask specific questions and seek information on their behalf. Specifically, if time-differences and language barriers are an issue.
Getting insight on places and venues to visit and any accessibility considerations that we are aware of in relation to your requirements.
Not included:
Ongoing support. All support is delivered before your trip no in-country support is provided during your trip.
Any bookings.
Travel Planning
Trip Planning
The suggestions, recommendations, itineraries and travel plans provided by Edinburgh Unlocked are for informational purposes only.
While we strive to ensure that all information is accurate and up-to-date, we make no guarantees regarding the completeness, accuracy, reliability, or availability of any details provided.
The content is based on current information and subject to change without notice.
Bookings
Edinburgh Unlocked does not own, operate, or control any of the transportation, accommodation, or other services related to your trip.
We are not responsible for the quality or service of any third-party providers.
All bookings and arrangements that you make based on our Services (recommendations from us – informal or as per included in any travel plan documentation) are subject to the terms and conditions of the respective service providers.
We are not responsible for:
Availability of accommodation, tours, transport, or restaurants.
Changes made by third-party providers.
All bookings that you make for your trip are your responsibility.
Liability
Edinburgh Unlocked is not liable for any personal injury, property damage, or any other loss, claim, or expense arising from your participation in any activities based on our Services (recommendations from us – informal or formal, as per included in any travel plan documentation).
This includes, but is not limited to, any delays, cancellations, strikes, natural disasters, or other events beyond our control.
You are responsible for:
your own safety.
travel decisions.
appropriate preparation.
Health and Safety
Travellers are responsible for ensuring that they meet all health and safety requirements (including provisions for any pre-existing conditions), including vaccinations, insurance, and other precautions relevant to their travel plans.
Edinburgh Unlocked is not responsible for any medical or health-related issues that may arise during your trip.
Personal Responsibility
The decision to travel and participate in any activities is your own. It is your responsibility to research and understand the risks involved.
Exercise caution, especially when engaging in adventurous or high-risk activities.
Changes and Cancellations
While we endeavour to plan and deliver the best possible itinerary, changes in circumstances may necessitate alterations to your trip.
Edinburgh Unlocked is not responsible for any changes or cancellations that affect your travel plans. We recommend that you purchase comprehensive travel insurance to cover any unforeseen events.
Accommodation
Edinburgh has limited accommodation, and the best places book out early — often months in advance.
Recommendations are not made on real-time availability.
We strongly recommend booking as soon as the options are shared.
If accommodation is not booked promptly, and availability changes:
We are not responsible for suggesting further alternatives.
Additional research or revisions may require a new service or fee.
Use of Information
By using our services, you agree that Edinburgh Unlocked is not responsible for any direct, indirect, incidental, or consequential damages that may arise from your use of the information provided. All information is used at your own risk.
All content provided is for informational purposes only. Edinburgh Unlocked makes no representations as to the accuracy or completeness of any information it provides or on the website, or found by following any link on this its website.
Edinburgh Unlocked will not be liable for any errors or omissions in the information it provides nor for the availability of this information.
Edinburgh Unlocked will not be liable for any losses, injuries, or damages from the display or use of this information.
Client Responsibilities & Communication
To deliver the best possible itinerary, you agree to:
Provide accurate and complete information.
Respond to questions and drafts in a timely manner.
If a lack of information significantly increases the scope of work, we may:
Charge an additional fee, or
Cancel the service with a partial refund.
Communication
From us:
We aim to respond within 72 business hours (we will notify you of periods when the business is not operating).
Standard working hours: Monday–Friday, 9am–5pm (UK time).
Where you are based overseas, we will always find a suitable time across time zones for any scheduled calls.
From you:
If we don’t receive a response within 14 days, the project will be considered complete and closed.
Conduct
We expect all communication to remain respectful and professional. We reserve the right to terminate services if behaviour is aggressive, abusive, or inappropriate. A partial refund may be issued depending on the work completed.
Project Timeline & Deferred Travel
We're here to help you plan your trip within a reasonable planning timeframe.
If your travel plans are delayed for a significant period, such as moving to a different season or the following year, we'll consider the original planning service complete. Because destinations, availability, prices, and travel information change over time, we're unable to keep trip planning open indefinitely.
When you're ready to start planning again, we'd love to help. Depending on the amount of work involved, we'll either treat it as a new planning service or apply a small reactivation or administration fee to update your itinerary and recommendations.
This helps ensure that everything we provide is accurate, up to date, and tailored to your travel plans.
Right to Terminate
We may end the agreement if:
Scope repeatedly changes beyond what was agreed.
Communication breaks down.
The service becomes unworkable.
In this case:
A partial refund may be issued.
No further work will be carried out.
Travel Insurance
We strongly recommend that all travellers take out comprehensive travel insurance before their trip. It is the traveller’s responsibility to ensure they have appropriate cover in place. This should include (but is not limited to):
trip cancellation or disruption.
medical expenses and emergency treatment.
personal belongings and travel delays.
activities included within your itinerary.
Edinburgh Unlocked is not responsible for:
Any costs incurred due to lack of insurance.
Cancellations, delays, or disruptions to your travel plans.
Issues arising from third-party providers.
Information and Intellectual Property
All content provided by Edinburgh Unlocked is protected by copyright.
You may not:
copy or resell itineraries or maps.
share private links or materials.
use content for commercial purposes.
Any views or opinions represented on the website, travel plan documentation, email or verbal communications are relate to Edinburgh Unlocked, and do not represent those of people, institutions or organizations that the owner may or may not be associated with in professional or personal capacity, unless explicitly stated. Any views or opinions are not intended to malign any organization, company, or individual.
All content provided is for informational purposes only. Edinburgh Unlocked makes no representations as to the accuracy or completeness of any information it provides or on the website, or found by following any link on this its website.
Edinburgh Unlocked will not be liable for any errors or omissions in the information it provides nor for the availability of this information.
Edinburgh Unlocked will not be liable for any losses, injuries, or damages from the display or use of this information.
Website Use
All website content is owned by Edinburgh Unlocked. You may not reproduce or distribute content without permission.
Cookies
A cookie is a small file, typically of letters and numbers, downloaded on to a device when the user accesses certain websites. Cookies allow a website to recognize a user’s device. For more information see: http://www.allaboutcookies.org/.
For further details on the Edinburgh Unlocked’s use of cookies, see our cookie policy.
Force Majeure
Edinburgh Unlocked shall not be liable for any failure or delay in performing its obligations where such failure or delay results from events beyond its reasonable control.
This includes, but is not limited to:
extreme weather conditions.
natural disasters.
transport disruptions or cancellations.
government actions, restrictions, or travel advisories.
strikes or industrial action.
public health events or emergencies.
In such circumstances:
Edinburgh Unlocked reserves the right to reasonably delay, modify, or suspend services.
no liability or compensation will arise as a result of such events.
Severability
If any part of these Terms is found to be invalid, the remaining sections will still apply.
Updates to Terms
We may update these Terms at any time. Continued use of our services indicates acceptance of any changes.