Terms of service

Last Updated: April 2026 

 

These booking terms and conditions are entered into by and between any user or visitor (“you”) and Nectere, LLC, a Delaware limited liability company (“Company,” “we,” “our,” or “us,” and, together with you, the “Parties”). The following terms and conditions, together with any documents expressly incorporated by reference (collectively, these “Booking Terms”) govern your use of our travel concierge services (the “Services”). Please read these Booking Terms carefully before booking our Services. By booking our Services [and paying a deposit] on our Website (the “Website”), you accept and agree to be bound and abide by these Booking Terms, the Website Terms of Use, found at gonellie.com/policies/terms-of-service, and the Website Privacy Policy, found at gonellie.com/policies/privacy-policy, which are incorporated herein by reference. If you do not understand or agree to these Booking Terms, you must not use our Services. When you make a booking, you guarantee that you have the authority to accept these Booking Terms on your own behalf and on behalf of all members of your party, if you are booking a private solo tour or group tour for your friends and family.  If you are joining a group tour (not limited to your friends and family) then you are responsible for yourself alone.

 

1. General

In providing the Services, we act either as a tour operator providing a portion of the travel experience with our employees and contractors (e.g., leading sightseeing services) or solely as your agent with respect to arranging travel products and services (e.g., with respect to transportation, lodging and sightseeing tours), which are subject to availability. Where we purchase and arrange, on your behalf and for your benefit, transportation, hotel and other lodging accommodations, restaurant, ground handling, sightseeing and other services we are doing so from various independent suppliers. While we endeavor to provide reasonable skill and care in selecting such suppliers, all such persons and entities are independent contractors and are not employed by us. As a result, we are not liable for any negligent or willful act of any such person or entity or of any other third person involved in your trip. Though we exercise all reasonable care to ensure your safety and satisfaction, we neither assume nor bear any responsibility or liability for any injury, death, damage, loss, accident, delay, or irregularity arising in connection with the products or services of any airplane, train, boat, automobile, motor coach, carriage, or other conveyance, or the actions of any third-party involved in carrying you or in affecting sightseeing or other services. We are not responsible for damages, additional expenses, or any other losses due to cancellation, delay or other changes in air, rail, boat, automobile or other conveyance services, sickness, weather, strike, war, civil disturbances, acts or threats of terrorism, travel warnings or bans, termination or suspension of war risks or other carrier insurance, quarantine, acts of God or other causes beyond our control. All such losses must be borne by you. We are not responsible for delays, changes, or cancellation costs due to incorrect, incomplete or expired traveler documents. In the event of cancellation, delay or rescheduling mandated by any of the aforesaid causes beyond our control, you shall have the option of accepting in lieu of the original service such rescheduled service or other substituted service(s) as may be offered, or else, receive a refund of as much of such advance Service expenditures as we can recover on your behalf from suppliers, but, we shall not have any obligation or liability to you beyond the foregoing.

 

2. Your Deposit

For private solo tours a non-refundable deposit of 30% of your Total Trip Cost (as defined below) (the “Deposit”) is required at the time of booking our Services and your trip, as is a $1000 planning fee (“Planning Fee”).  For group tours, the Deposit is $1500, due at the time of booking the trip.  In some instances, as agreed upon with your travel concierge (the “Concierge”), a higher Deposit may be required to book the trip. This is also non-refundable. When you make a booking you guarantee that you, as the named customer, have the authority to accept on behalf of all members of your party these Booking Terms and that you shall be responsible for all amounts owed to us with respect to all members of your party. 

 

3. Your Payment 

Full payment of your balance for the total trip cost (“Total Trip Cost”) will be set forth in a final itinerary and confirmation invoice (found online during your booking process if booking a group tour, or sent to you directly if booking a private tour), which will cover the various items listed therein and covered thereby, and is due 120 days prior to departure for private solo tours and 180 days prior to departure for group tours. If your reservation is made within 120 days of departure for private solo tours or 180 days prior to departure for group tours, the Total Trip Cost must be paid at the time of booking. Payment may be made via credit card or wire transfer. Please note that your booking may be cancelled if you fail to make payment on time, and you agree to be bound by the cancellation charges as set out in Paragraph 10 below.  Note that your Total Trip Cost set forth in the final itinerary and confirmation invoice covers only the items listed therein; other costs you may incur during your trip are your responsibility, not ours.

 

4. Insurance

The Total Booking Charges do not include any sort of travel insurance. We strongly recommend the purchase of comprehensive trip cancellation and other travel insurance (“Travel Insurance”), covering trip interruption and cancellation, baggage, medical, accident/life, evacuation, repatriation and other expenses which might arise as a result of loss, damage, injury, delay or inconvenience occurring to you.  For the avoidance of doubt, you also agree to assume all costs of medical care, evacuation, transportation, and related costs during your trip.In the event that you must cancel our Services and your trip, Travel Insurance may be your only source of reimbursement. 

 

5. Passports, Visas, and other Entry Requirements 

You are responsible for ensuring that all necessary travel documents are valid and effective and in your possession for the entire trip. A valid passport is required for all U.S. citizens traveling to an international destination. Most countries now require passports to be valid for at least 6 months after your return. You assume full and complete responsibility for checking and verifying any and all passport, visa, vaccination, permit or other entry requirements of your destination and any connecting points. Non-U.S. citizens should contact the appropriate consular office for entry requirements pertaining to their trip, as we are not responsible for providing you with this information or documentation. You are also solely responsible for any adverse consequences resulting from incomplete or defective documentation. While we may provide information or advice on matters such as visas, vaccinations, climate, clothing, baggage, and special equipment in good faith as a courtesy to you, we are not responsible for any errors or omissions as to the information provided.

 

6. Baggage

It is your responsibility to check all baggage requirements and weight restrictions. Check with the airline for other baggage restrictions applicable to domestic and international flights. At all times during your trip, your baggage and personal items are at your own risk. 

 

7. Changes by Us

Prices are based on current rates of exchange, tariffs, and taxes. We reserve the right to increase the prices of our Services and your trip to cover increased costs, tariffs, taxes, and to reflect fluctuations in foreign exchange markets. We also reserve the right to cancel, alter or modify any part of our itineraries due to unforeseen circumstances or circumstances beyond our control or for any other reason.  We and our suppliers reserve the right to substitute hotels, restaurants, routes or other products or services listed in an itinerary with comparable products or services if necessary. We reserve the right to cancel any Service or part of your trip prior to departure, and, so long as this is not due to any of the causes beyond our control listed in Paragraph 1 or Paragraph 11 below, you shall be entitled to a full refund of all monies paid to that point if you so desire, less any non-refundable deposits or uncollectible expenses incurred.

 

8. Postponement by Us

We reserve the right to postpone all of our Services and your trip to a later date for reasons beyond our control such as governmental orders, pandemics, or any event named in Paragraph 1 or Paragraph 11 below. You may decline to participate in the postponed Services and trip, in which case we will provide you with a credit toward any future Service and trip of the same value, in the amount paid by you for the Services and trip, less any portion of your payment that our suppliers have not refunded. Such credit is valid for a two-year period after the date of your original departure. Under no circumstances will we provide a refund for any postponement. Except as set forth in this Paragraph 8, we will not be liable for any other costs, damages, or refund of any kind for any loss, delay, inconvenience, disappointment, or expenses incurred due to any postponement. 

 

9. Changes by You

If you wish to alter any of our Services and your trip after completing the booking process, we may, in our sole discretion, arrange the same subject to the terms of this Paragraph 9. Any alteration will be subject to availability and agreement by relevant suppliers. You agree to pay an administration fee of $250 per person if the alteration is made within 30 days of departure. You also agree to pay any additional costs incurred by us due to the alteration. If you wish to make an alteration to our Services and trip while on your trip, you assume full responsibility to do so and assume all additional costs of such alteration. We will not make any refunds for products or services booked but not used by you. 

 

10. Cancellation by You 

All cancellations of a confirmed Service are subject to a cancellation fee (the “Cancellation Fee”). Under no circumstances will your Deposit be refunded due to your cancellation.  Additionally, you are subject to any cancellation fees incurred by us with our suppliers. The following Cancellation Fee will apply subject to the date on which written notification of cancellation is received by us: 

 

Private Tours

 

 

Group Tours

 

The Cancellation Fee is due and payable within 7 days of notification of the cancellation. Your decision not to participate in the Services and your trip due to State Department warnings or advisories, fear of travel, or the like will be deemed a cancellation. 

 

11. Limits on Liability 

In addition and without limitation, we are not responsible for any injury, loss, death, inconvenience, delay or damage to personal property in connection with the provision of any products or services whether resulting from but not limited to acts of God or force majeure, illness, disease, acts of war, civil unrest, insurrection or revolt, animals, strikes or other labor activities, criminal or terrorist activities of any kind, overbooking or downgrading of services, food poisoning, mechanical or other failure of aircraft, rail, boat, automobile or other means of transportation or for failure of any transportation mechanism to arrive or depart on time. When you book our Services and your trip, you acknowledge that there is an element of risk in any adventure, sport, or activity. These risks include the risk of injury or illness in remote places without medical facilities, the risks posed by forces of nature, the risks of wild animals, and the risks of accidents during travel. You must exercise reasonable care for your own safety and the safety of other members of your party. 

 

12. Behavior 

If, in our opinion, or in the opinion of any of our suppliers, your behavior is causing danger, damage to property, embarrassment, harassment, or is persistently affecting the enjoyment of others, we reserve the right to terminate the Services and your trip. Should this occur, you are not entitled to a refund or any other form of compensation. Should you choose to not participate in certain activities or use certain products or services provided in our Services and during your trip, you are not entitled to a refund or any other form of compensation or substitution. You agree to indemnify and hold us harmless from and against any and all costs, damages, losses, or liabilities arising out of your actions. 

 

13. If you have a Complaint 

If you are part of a group tour and have a complaint during your trip, you must promptly notify  our representatives (e.g., your trip leader) of the problem so that they can attempt to remedy the situation and allow you to enjoy the remainder of your trip.  If you are part of a private tour and have a complaint during your trip, you must promptly notify the hotel or other in-country supplier of the problem.  While we strive to provide you with a comfortable and enjoyable trip, your notice to us or our suppliers of a complaint does not mean that we or they will accept liability or responsibility, and we or they as applicable will evaluate each complaint as it arises. At the same time, failure to raise a concern or complaint while you are on the trip will extinguish or reduce any ability to claim recourse from us or our suppliers. Further, if you attempt to address the problem on your own without using this notice procedure, you assume responsibility for any added costs you may incur and forfeit any potential remedy.

If you are not satisfied after using this notice procedure, you must submit your complaint in writing to us or our in-country supplier, as applicable, within fourteen (14) days of the trip’s end date. However, we and our suppliers will not accept any liability for claims received after the fourteen day period.

 

14. Data Protection 

Information about you and members of your party, including your names, contact details, and any special needs, disabilities, or dietary requirements is collected by us when you request information or make a booking with us. We may disclose this information to our suppliers, who may be located outside of the U.S., for the purpose of providing you with the Services and facilitating your trip. In the case of air travel, it may be mandatory for us to disclose information for security and anti-terrorism purposes and any other purpose imposed on us by governments or airlines. 

We may use your information for the purposes set out in our Privacy Policy. We may disclose your information to companies who act as data processors on our behalf. By making a booking with us, you agree to allow your insurers, their agents, and medical staff to disclose relevant information to us in circumstances where we may need to act in the interests of the other members of the party. For example, if you contract an infectious illness during your trip, we may need to make special arrangements for your party and ensure that you do not return with the other members of your party. 

 

15. Release of Liability and Assumption of Risk 

Please be aware that during your participation in our Services and your trip, certain risks and dangers may arise, including, but not limited to, the hazards of traveling in undeveloped areas, travel by boat, train, automobile, aircraft or other means of conveyance, the forces of nature, wild animals, war or military action, equipment failure, political unrest, accident or illness in remote regions without means of rapid evacuation or medical facilities, extortion, kidnapping, terrorism, activities that may involve increased risks, dangers and risks inherent in activities in underdeveloped countries, and dangers of local law enforcement activity. Additionally, please be aware that the Company and our suppliers will not have liability regarding the provision of medical care or the adequacy of any care that may be rendered. 

You agree that you are voluntarily participating in these activities with the knowledge of the dangers involved and hereby agree to accept any and all risks. You hereby agree that you will not make a claim against the Company, or its agents or employees, or sue for bodily injury, emotional trauma, death, or property damage, however caused, as a result of your participation in our Services and your trip that we arrange. You therefore release the Company and its agents and employees from any and all claims, known or unknown, arising from your participation in our Services and your trip that we arrange and you expressly waive any claim for consequential, special, or incidental damages arising out of your activities in connection with the transactions contemplated by these Booking Terms, our Services and your trip that we arrange, in each case to the fullest extent possible under applicable law. 

This release of liability and assumption of risk is entered into on behalf of yourself and all members of your party, including any minors. These Booking Terms are binding on your heirs, legal representatives, and assigns. If any portion of these Booking Terms are deemed unenforceable, the remaining portions shall remain in full force and effect. 

 

16. Acknowledgment and Waiver 

You acknowledge there is a risk that after the execution of these Booking Terms you will suffer a loss, damage, or injury which may be connected in some way with a matter referred to in these Booking Terms but which is unknown, unsuspected or unanticipated at the time you agree to be bound by these Booking Terms. Furthermore, you represent and acknowledge that you do not and have not relied upon any representations or statements made by the Company or its agents, employees, or representatives with regard to the subject matter, basis, or effect of these Booking Terms. You expressly acknowledge that you have had time and opportunity to consider all of the facts and issues relating to the subject matter of these Booking Terms, and recognize there are certain matters which are uncertain and subject to risk beyond the control of the Company which may not be known, if at all, until sometime after you agree to be bound by these Booking Terms. 

NOTWITHSTANDING THESE UNCERTAINTIES, IT IS YOUR INTENT TO FULLY RELEASE ALL CLAIMS WHICH NOW EXIST, MAY EXIST, OR HAVE EXISTED AND ASSUME THIS RISK AND ACKNOWLEDGE THIS RELEASE APPLIES TO ALL KNOWN AND UNKNOWN, ANTICIPATED OR UNANTICIPATED RESULTS OF THESE BOOKING TERMS. 

 

17. Credit Card Merchant 

We are the merchant on your credit card transaction. Please bear in mind that our Services consist of facilitating the sale and payment between you and suppliers. If a supplier does not provide the Service or ceases operations, your sole recourse is against the supplier, not us. You agree not to initiate a chargeback against us or a refund request that is not authorized by these Booking Terms and to pay any and all legal fees incurred by us in disputing any such claim for refund. 

 

18. Governing Law 

These Booking Terms shall be governed by California law without regard to conflict of laws principles. Any litigation involving these Booking Terms or our Services or your trip can be brought only in accordance with this Paragraph 18. You agree that all actions or proceedings arising in connection with the Services contemplated by these Booking Terms shall be litigated exclusively in the County of San Francisco, State of California, the location of our headquarters, and in no other jurisdiction. The aforementioned choice of venue is intended by the Parties to be mandatory and not permissive in nature, thereby precluding the possibility of litigation or dispute resolution between the Parties with respect to or arising out of these Booking Terms in any jurisdiction other than that specified in this Paragraph 18. 

Each Party hereby waives any right it may have to assert the doctrine of forum non-convenience or similar doctrine or to object to venue with respect to any proceeding brought in accordance with this paragraph, and stipulate that state and federal courts located in the County of San Francisco, State of California: (i) shall have in person all jurisdiction and venue over each of them for the purpose of enforcing the provisions of these Booking Terms; and (ii) no other venue or court shall have jurisdiction over the resolution of disputes concerning or arising out of these Booking Terms. The Parties stipulate these Booking Terms were entered into and will be performed in part in San Francisco County.

 

19. Miscellaneous 

You hereby consent to our use of pictures or video of you in our marketing materials without compensation. Facsimile (or email) transmission of any signed document shall be deemed delivery of an original. At our request, you shall promptly provide an original document as well. If there are any conflicts between these Booking Terms, the confirmation invoice, and the final itinerary, these Booking Terms shall apply. 

 

20. Travelers Needing Special Assistance 

We will make reasonable efforts to accommodate the needs of our travelers; however, travelers needing special assistance for their personal or medical needs must notify us, in writing, at the time of booking for a determination of what assistance we can reasonably provide. In cases where we cannot accommodate a traveler’s special needs, persons requiring such assistance must be accompanied by a companion who will be responsible for independently providing the needed assistance. We cannot provide special individual assistance to travelers with special needs. Under no circumstances will we or our suppliers physically lift or assist participants.

 

21. Medical Proxy 

If you are unable to authorize your own medical attention or treatment, you authorize us or our suppliers to authorize medical attention and treatment on your behalf. You agree to hold harmless and release us from any liability for medical attention authorized by us or the suppliers on your behalf. We assume no liability regarding the provision of medical care or evacuation services. We and our suppliers who may provide or seek emergency medical care on your behalf may not have had formal medical or first aid training and are acting only as a Good Samaritan.