Terms of Service

1. Who we are

NorthBlue provides the booking layer that hotels use to offer local experiences to their guests. When you book through NorthBlue you are buying from the operator who runs that experience — the tour company, rental shop, museum or venue. NorthBlue handles the booking and the payment on their behalf.

2. What your booking is

A confirmed booking is an agreement between you and the operator. NorthBlue is not the operator and does not run the experience itself. The operator sets the price, the availability, what is included, and the rules for taking part.

Your booking is confirmed only when you receive a confirmation showing the status Confirmed. A checkout you started but did not complete is not a booking, and no place is held for you.

3. Payment

Payments are processed by Stripe. We do not see or store your full card details. The price shown at checkout is the total you pay; we calculate it on our servers from the operator’s published prices.

When you start checkout we may hold your place for a short period while you pay. If payment is not completed in that window, the place is released and made available to other guests.

Card on file. Stripe stores your card so the operator can settle amounts you owe after the experience — damage to equipment, a late return, or an extra you agreed to on the day. We never see or hold the card number. Any such charge is made only for a stated reason, and you are emailed a receipt naming that reason at the time it is made. If you believe a charge is wrong, contact us before disputing it with your bank — we can resolve it faster than they can.

4. Cancellations and refunds

Each experience sets its own cancellation policy, shown to you before you pay and included in your confirmation. That policy is what applies to your booking.

If an operator cancels — because of weather, a minimum group size that was not reached, or any other reason — you are refunded in full. Refunds are returned to the card you paid with and may take several days to appear, depending on your bank.

Where an experience does not set its own terms, our default applies: cancel more than 48 hours before the start and you are refunded in full; cancel inside that window and 75% is refunded; once the experience has started, no refund is due.

To request a cancellation or refund, contact us or the hotel desk with your confirmation number.

5. Taking part

Operators may set their own requirements — minimum age, height or weight limits, health conditions, valid ID, or a signed waiver on arrival. These are listed on the experience where they apply. It is your responsibility to check that everyone in your party meets them.

Some experiences carry physical risk. Where an operator requires you to sign their own waiver or safety agreement, you do that directly with them, usually before taking part. NorthBlue is not a party to that agreement.

If you arrive late, do not arrive, or cannot take part because a requirement is not met, the operator’s cancellation policy applies and a refund may not be available.

6. Our responsibility

We are responsible for the booking and payment service we provide, and for handling your information as described in our Privacy Policy.

We are not responsible for how an experience is run, for its safety, or for anything that happens while you take part — those rest with the operator. Nothing in these terms limits any right you have that cannot be limited by law.

7. Beta service

NorthBlue is in active development. Features may change and availability is not guaranteed. If something goes wrong with a booking, contact us and we will put it right or refund you.

8. Contact

Questions about a booking, a refund, or these terms: get in touch, or speak to the front desk of the hotel you booked through.