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User Agreement - Terms & Conditions

Last updated December 12th, 2025

Table of contents

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    1. Our Role

    Wake Up Here (“Wake Up Here,” “we,” “our,” or “us”) acts solely as an agent for travel providers (“Operators”), including tour companies, hotels, airlines, cruise lines, and activity suppliers.

     

    When you book with us, your contract is directly with the Operator supplying your travel arrangements. We facilitate your booking, collect payment on behalf of the Operator, and pass on confirmations and notices.

    Each Operator’s terms (“Operator Terms”) apply in addition to these Terms & Conditions. By booking through Wake Up Here, you agree to both sets of terms.

    2. Accuracy of Information

    We make every effort to ensure that descriptions, prices, and details on our website and communications are accurate. However:

    • Information is provided in good faith and may change without notice due to supplier updates or circumstances beyond our control.
    • We cannot guarantee that accommodations, amenities, activities, or inclusions will be exactly as described at the time of travel.
    • Photographs and descriptions are representative only and may not reflect current conditions.

    3. Prices & Payment

    • Prices are subject to availability at the time of booking.
    • Full payment is due 100 days prior to departure, unless otherwise specified at booking.
    • If payment is late, the Operator may cancel your reservation with no refund.
    • Any additional costs imposed by suppliers for late payments are the responsibility of the customer.

    Errors & Omissions
    In the case of computer or human billing errors, we reserve the right to re-invoice you with correct pricing.
    We are responsible only for errors caused by our own negligence.

    4. Changes Made by You

    • Any changes to your booking (dates, names, room types, services) are subject to availability and Operator approval.
    • Fees may apply according to Operator policies.

    Name Changes / Corrections
    It is important that you provide names exactly as they appear on passports.
    Where third-party costs are incurred (e.g., airlines), these will be passed on to you.

     

    Partial Cancellation Within a Party
    If a person in your party cancels, resulting in a room change (e.g., double → single, triple → double), the remaining travelers are responsible for any additional costs.

    5. Cancellations

    Cancellation by You
    Cancellations are governed by the Operator’s cancellation policy. Some bookings may be completely non-refundable. Any fees imposed by the Operator are your responsibility.

     

    Cancellation by the Operator
    The Operator may modify or cancel any trip, accommodation, activity, or arrangement.
    We will notify you promptly and relay any alternatives or refunds offered by the Operator.
    Wake Up Here is not responsible for costs arising from Operator changes, including flights, visas, insurance, or additional travel expenses.

    6. Liability

    • Wake Up Here is not responsible for the acts, omissions, or negligence of Operators or third-party suppliers.
    • We are not liable for loss, injury, delays, or additional expenses resulting from:
      • Operator service failures
      • Weather or natural events
      • Illness or medical incidents
      • Government actions or border policies
      • Travel document issues
      • Missed flights or connections
      • Circumstances beyond our control

    Nothing in this agreement limits liability for our own gross negligence, willful misconduct, or where such limitations are prohibited by law.

    7. Travel Requirements

    You are responsible for:

    • Valid passports
    • Required visas
    • Vaccinations and health documentation
    • Compliance with entry rules

    No refunds will be given if denied boarding or entry due to missing or incorrect documentation.

    8. Insurance

    We strongly recommend purchasing comprehensive travel insurance at or soon after booking.

     

    The Provider cannot be held responsible for costs incurred due to inadequate insurance coverage.

    9. Data Protection

    To process bookings, personal information may include:

    • Names, addresses, emails, phone numbers
    • Passport numbers
    • Emergency contacts
    • Health, mobility, dietary, or other special requirements

    This information may be shared with Operators, service providers, government authorities, or third-party service partners as necessary.

     

    You may request deletion of your personal information, and you can opt out of marketing communications. We do not sell personal information. Data may be stored in the U.S. or Australia.

    10. Important Notice About Our Role Under U.S. Federal Law

    Under the Federal Trade Commission (FTC) rules:

    • Wake Up Here acts as an agent only.
    • We provide bookings based on information supplied by Operators.
    • We are not responsible for Operator performance or changes beyond our control.
    • Refunds are determined by the Operator.

    11. State-Specific Disclosures

    California
    Wake Up Here is not a California Seller of Travel and is not part of the California Travel Consumer Restitution Fund.
    (Registration as a seller of travel in California does not constitute approval by the State.)

     

    Washington
    Purchasers’ rights are determined by the Operator. Wake Up Here is not responsible for Operator performance or refunds.

     

    Hawaii
    Wake Up Here is not licensed in Hawaii. No guarantee is provided by the State of Hawaii.

    (These disclaimers comply with state-specific requirements for travel sold to residents.)

    12. Complaints

    If an issue arises while traveling, notify the Operator immediately. Wake Up Here will assist where possible but is not responsible for service issues on the ground.

    13. Governing Law & Dispute Resolution (IMPORTANT)

    These Terms are governed by the laws of the State of New York, USA.

     

    Any disputes shall be resolved exclusively in the courts located in New York, NY.

    14. Changes to these Terms

    We reserve the right to update these Terms & Conditions at any time prior to a booking being made.