At Wire we like to keep the complicated things simple – and that includes our terms and conditions. Our aim is always to provide tours that are effortless on your part and where things run so smoothly it feels like magic. A tall order – but that's where we set ourselves apart from other tour companies. We do our research and planning well in advance, and design itineraries with the luxury traveller in mind so that when you arrive, we take the strain and you can sit back and feel like the VIP we think you are! In the spirit of transparency and openness, our policies are outlined below with nothing hidden.

Making a booking

Payments for a reservation will only be taken once we have confirmed your itinerary, at which time we will send you payment instructions. Payments should be received by us within 7 working days – allowing plenty of time for processing. As soon as the funds reach us, we will confirm your booking by both e-mail and telephone.

What's included?

Before you book, you will receive a detailed breakdown of the costs that are included, and those that are not. This will vary from itinerary to itinerary and so there's no general policy – we assume that in going ahead with a booking that you have read through the document and are happy with what is included. In the main, all hotel costs are included (room, taxes) but you will need to pay any extras (drinks, minibar, meals that aren't included) directly to the hotel. Where costs for certain items are not included in the price, we will always outline these (in figures) in advance so that you know exactly what additional expenses you can expect when you arrive in Rajasthan.
If you are unsure about anything at the booking stage, please don't be shy – ask us and we'll be happy to clarify the sitaution.

Hotels

The hotels displayed on our website are the hotels that we really want you to experience. We don't advertise one hotel, and then substitute it with another - unless there is no availability for the dates that you plan to be there. Even then we'll be trying to sweet talk the reservations department on your behalf! If there are absolutely no rooms then we will let you know at the time of booking and tell you what the alternatives are. Don't worry though, we have some equally impressive accommodation up our sleeves for those eventualities! Whatever the situation, by the time you confirm your booking, you'll know exactly which hotels you'll be staying at.

Cancellation

In the event that you do need to cancel, then our cancelation fee is 25% of the total value of your tour or holiday with us. Our personalised level of service (meaning you'll be traveling with one of our directors) also means that we have a finite amount of time to allocate, and in the event of cancellations it's often difficult for us to re-book that time, especially at the last minute. We therefore decided to implement a cancellation fee to cover this, and also any cancellation fees due to hotels and activities providers. If you have travel insurance (and we strongly recommend that you do!) then we'll be happy to provide whatever documents you need to make your claim for cancellation.
Changes and amendments

As with the point about cancellations, we are a small team and have to allocate our time effectively. If you need to change your travel plans for whatever reason, we will always try to accommodate you and offer you exactly the same tour but with different dates. In situations where your new dates unavoidably encroach on the dates of other planned tours, we may have to amend the content of your itinerary, or the member of staff assigned to your trip and will try to consult with you as much as possible in finding a solution. In the event that an acceptable solution cannot be found, then you may choose to cancel the trip, referring to the cancellation policy mentioned above.

If we need to make significant changes to your the timings in your itinerary which are not acceptable to you, then you will be entitled to a full refund, without question.
We do however reserve the right to make small changes to the programme – those changes that might be necessary in the course of your trip to make sure that everything continues to run smoothly.

Activities on your itinerary are normally provided by third-party suppliers - individuals and companies over whom we have no control. We therefore cannot accept responsibility or liability in the event that they are not able to provide the planned activity as scheduled. We will always re-confirm activities a few days in advance and inform you if we know there's a possibility it might not go ahead. In that case you would receive a refund for the cost of the activity.

Complaints

Heaven forbid that this should happen – but in case it does, then your first port of call should be the member of Wire staff who is travelling with you – usually one of our directors. As a director, this person is duty bound to take your complaint seriously and to find a solution – quickly and without hesitation. If it's an issue with a supplier – like a hotel or activity, then tell us and let us deal with the problem on your behalf. In the extreme event that you don't feel your problem has been resolved then you should feel free to contact one of the other directors (numbers are included in your detailed itinerary) who will then liaise with all the parties involved to find a resolution within a maximum of four hours, and keep you informed of progress at regular intervals.

Not what you expected?

One of the biggest disappointments on a holiday can be arriving at a hotel and finding that it doesn't look anything like in the pictures. At Wire, we avoid this potential disappointment by personally visiting hotels, vetting them and making sure they meet our very stringent quality standards. In some (remote) locations, hotels might not be directly comparable with the five-star palace hotels in the main cities – we'll be very open about this in the detailed itinerary, but they will still have been selected on the basis of meeting very particular requirements and have something special about them. We would never propose a hotel in our itineraries that we wouldn't be happy to stay at ourselves if we were on holiday. We do not use budget or substandard accommodation under any circumstances and on that basis are not able to issue refund if a hotel is not to your personal liking.

Compliance with local laws

As an Indian company we are obliged to comply with local Indian laws, and will always do so! We expect that our clients do the same. This includes having passport and visa that are valid for the full duration of your time in India, as you will need these to be able to check in to hotels, amongst other things. There are specific laws pertaining to drinking and the use of drugs, especially in certain areas – please ask us in advance if you are not clear about these, as we'd hate for there to be any unnecessary complications on your trip. We're always here to help, but feel our clients are grown up and worldly wise enough to accept personal responsibility for their conduct.