1. Welcome and About These Terms
These Booking Terms and Conditions form the agreement between you and Elite Global Concierge LLC for every trip we arrange. Please read them before you pay a deposit, because paying one means you accept them on behalf of everyone traveling with you.
Elite Global Concierge LLC is registered with the State of Florida as a Seller of Travel, Registration No. ST44740, issued by the Florida Department of Agriculture and Consumer Services, Division of Consumer Services.
Throughout these terms, “we,” “us” and “our” mean Elite Global Concierge LLC. “You” and “your” mean the person making the booking and every traveler named on it.
If anything in these terms is unclear, ask your travel designer before you book. We would rather answer a question early than resolve a misunderstanding later.
Company details
- Legal name: Elite Global Concierge LLC
- Florida Seller of Travel Registration No.: ST44740
- Registered address: 1101 Brickell Ave. South Tower 8th Floor, Miami, FL 33131
- Telephone: +1 254.342.4835
- Email: whiteglove@eliteglobalconcierge.com
- Website: www.eliteglobalconcierge.com
2. Our Role and Key Definitions
We design, arrange and book travel on your behalf. We act as a sales agent for the independent companies that actually deliver your services, such as airlines, hotels, lodges, cruise lines, rail operators, ground handlers, guides and activity providers.
We do not own or operate any of these services. Each supplier remains responsible for what it provides, and its own terms, conditions and liability limits apply alongside ours. Where a supplier’s terms conflict with ours on a service that supplier delivers, the supplier’s terms govern that service.
Terms used on this page
- Booking: the set of travel services we have confirmed for you in writing.
- Client or Lead Traveler: the person who places the booking and accepts these terms for the whole party.
- Traveler: every person named on the booking, including children.
- Supplier: any third party that provides a travel service included in your booking.
- Itinerary or Proposal: the written trip outline we prepare before you book.
- Confirmation: our written notice, sent after we receive your deposit, that your booking is secured.
- Departure Date: the first day of the first service in your booking.
- Travel Designer: the member of our team who plans and manages your trip.
3. How a Booking Is Made
Your booking is secured only when we have received your deposit in cleared funds and sent you a written Confirmation. Until then, every price and service in a proposal is subject to availability and may change.
Step by step
- Enquiry and planning. You share your travel dates, interests and budget. Your Travel Designer prepares an Itinerary for you to review. Planning and revisions before booking are provided.
- Your acceptance. When you are happy with the Itinerary, you tell us in writing that you wish to proceed and pay the deposit shown on your invoice.
- Our Confirmation. Once your deposit clears and every supplier has confirmed space, we email you a Confirmation and invoice. Your contract with us starts on the date of that email.
- Checking your details. Please review your Confirmation as soon as you receive it. Names must match each traveler’s passport exactly, and dates, room types and flight times should be checked. Tell us about any error within 48 hours. Corrections requested after that may carry supplier fees.
The Lead Traveler
The Lead Traveler must be at least 18 years old and legally able to enter a contract. By booking, the Lead Traveler confirms that:
- every person on the booking has read and agreed to these terms;
- the information given to us about each traveler is complete and accurate;
- they are responsible for all payments due on the booking; and
- they will pass on all documents and updates we send to the rest of the party.
We send all correspondence to the Lead Traveler unless you ask us in writing to copy someone else.
4. Prices and Payments
In most cases, a deposit of 40% of the trip price is due when you accept your Itinerary, and the balance is due between 65–90 days before your Departure Date. If you book within 65–90 days of departure, the full price is due at booking. Deposit and payment terms may differ based on trip type.
What the price includes
Your trip price covers only the services listed on your Confirmation. Unless listed, it does not include international flights, visas, travel insurance, tips and gratuities, meals not shown, drinks, personal expenses, optional activities, or local taxes collected on arrival.
Higher deposits for some services
Some suppliers require more than our standard deposit, or full payment, at the time of booking. Examples include airline tickets, peak-season safari camps, private villas, yacht charters, rail journeys, special events and holiday periods. Your invoice will show any higher amount before you pay.
Payment methods
We accept wire transfer, ACH bank transfer and major credit cards. Where the law allows, card payments made with a credit card issued in the USA carry a processing surcharge of 3%, which is shown on your invoice before you pay and never exceeds our actual cost of acceptance. Bank charges and international transfer fees are your responsibility.
Late or missed payments
If the balance is not received by the due date, we will contact you. If it remains unpaid 7 days after that reminder, we may treat the booking as cancelled by you, and the cancellation charges in Section 5 will apply.
Price changes after booking
Once your booking is confirmed, we will not raise the price except for:
- new or increased government taxes, fees or levies;
- airline fuel surcharges imposed after ticketing arrangements are made;
- currency movements where a supplier bills us in a foreign currency; or
- changes you ask us to make.
We will not apply any such increase within 30 days of departure. If an increase exceeds 10% of your total trip price, you may cancel within 7 days of our notice and receive a full refund of the amounts you have paid to us, less any non-refundable supplier costs we have disclosed to you in writing.
Pricing errors
We check every quote carefully. If an obvious error in a published or quoted price is found before your balance is paid, we will tell you straight away. You may then accept the correct price or cancel with a full refund.
5. Changes and Cancellations by You
You may change or cancel your booking at any time by writing to your Travel Designer; charges depend on how close to departure we receive your request. We will always tell you, in writing and before you pay anything, which parts of your trip are non-refundable.
Changing your booking
We will try to accommodate any change you request, but we cannot promise that suppliers will agree. Each change carries any charges suppliers pass to us. If a change is not possible and you decide to cancel, the cancellation charges below apply.
Name changes and transfers to another traveler are possible only where suppliers permit them. Most airlines treat a name change as a cancellation and a new ticket.
Cancelling your booking
A cancellation takes effect on the day we receive it in writing from the Lead Traveler. Unless your Confirmation states different terms, any deposits paid are non-refundable.
In every case we will also charge any supplier costs that are non-refundable at the time you cancel, if these are higher than the charge shown above. Common examples are airline tickets, rail passes, permits, event tickets, some safari camps and villas, and cruise or yacht bookings. These items will be marked as non-refundable on your invoice.
Unused services
We cannot refund any service you do not use once your trip has started, including late arrivals, early departures, missed transfers or skipped activities.
Refunds
Where a refund is due, we will pay it to the original payment method within 30 days of your written cancellation. Refunds go to the Lead Traveler, whoever in the party made the payments.
Travel insurance is often the only way to recover cancellation charges. Please see Section 7 and our Travel Protection & Insurance guidance.
6. Changes and Cancellations by Us or Our Suppliers
If we or a supplier must change or cancel part of your trip, we will tell you promptly and offer the best available alternative. When we cancel for reasons within our control, you will receive a full refund of everything you have paid us.
Minor changes
Trips are planned months ahead, so small adjustments are sometimes needed. Examples include a revised flight time, a different guide, a change of vehicle, or a room of the same standard in a comparable property. We may make minor changes without notice or compensation, and we will tell you about them where time allows.
Significant changes before departure
A significant change is one that materially alters your trip, such as a different destination, a lower standard of accommodation, a shift of more than 12 hours in departure time, or the loss of a key experience you booked. If this happens before you travel, you may choose to:
- accept the change, with a price reduction where the new arrangement costs less;
- accept an alternative trip of similar standard, paying or receiving any price difference; or
- cancel and receive a full refund of all money paid to us.
Please tell us your choice within 7 days of our notice. If we do not hear from you, we will contact you again before assuming you accept the change.
Cancellation by us
We may cancel a booking if the balance is not paid, if you break these terms, or if a supplier is unable to operate. Where the cause is not your doing, you will receive a full refund of all money paid to us, or you may choose an alternative trip.
Events beyond anyone’s control
Some events cannot be foreseen or prevented by us or our suppliers. These include natural disasters, severe weather, war or threat of war, terrorism, civil unrest, epidemics or pandemics, government travel restrictions or advisories, strikes, airport or airspace closures, fire, and failure of public utilities.
If such an event forces a change or cancellation, we will pass on every refund, credit or voucher we recover from suppliers, and we will work to recover as much as possible on your behalf. We are not liable for further compensation or for extra costs such as additional nights, meals or rebooked travel. This is one of the main reasons we strongly recommend comprehensive travel insurance.
Changes during your trip
If part of your trip cannot be delivered once you are traveling, our team and local partners will arrange a suitable replacement of similar standard where possible. We will refund the difference if the replacement costs less, subject to what the supplier refunds to us.
7. Documents, Health, Insurance and Special Requests
Each traveler is responsible for holding valid passports, visas, entry permits and health documents for every country on the itinerary. We share general guidance, but entry rules change often and the final decision always rests with border officials and carriers.
Passports and visas
- Many countries require a passport valid for at least six months after your return date, with blank pages for stamps.
- Visa, electronic travel authorization and entry-fee rules depend on nationality. Check them early with the relevant embassy or consulate.
- U.S. citizens can find current entry rules and travel advisories at travel.state.gov.
- If we help with a visa application, we act only as a messenger. We are not responsible if a visa is refused, delayed or issued with errors.
- We are not liable for costs if a traveler is refused boarding or entry because of missing, invalid or incorrect documents.
Travel documents from us
We send your final itinerary, vouchers and contact details about 10 days before departure, once your balance has been paid. Please check every document and tell us about any error straight away.
Health and fitness
Please consult your doctor or a travel clinic at least eight weeks before departure about vaccinations, medication and any health risks at your destination. The CDC publishes destination guidance at cdc.gov/travel.
Some trips involve long drives, high altitude, remote areas far from medical care, small aircraft or physical activity. You must tell us before booking about any medical condition, disability, reduced mobility, pregnancy or dietary need that may affect your trip. This lets us check that the arrangements suit you. We share this information only with the suppliers who need it.
Travel insurance
We strongly recommend that every traveler buys comprehensive travel insurance at the time of booking. It should cover trip cancellation and interruption, emergency medical treatment, medical evacuation and repatriation, baggage, and any activities you plan to do. If you choose not to buy insurance, you accept responsibility for any losses that insurance would have covered.
Where we help you buy a policy, the insurer alone decides claims. We are not responsible for coverage terms or claim outcomes.
Special requests
We will pass every special request to the relevant supplier, such as a room preference, dietary requirement, celebration or seating choice. We cannot guarantee a request will be met unless it appears on your Confirmation as a confirmed service.
8. Conduct, Complaints and Our Liability
We take reasonable care in choosing the suppliers we work with, but we are not responsible for their acts or omissions. Our total liability to you is limited to the amount you paid us for the booking, except where the law does not allow such a limit.
Your conduct
Please respect local laws, customs, wildlife, and the staff and other guests you meet. A supplier, guide or our team may refuse to carry or continue serving any traveler whose behavior is unsafe, unlawful, abusive or seriously disruptive. In that case, your arrangements end without refund, and you must pay any costs that result, including damage to property.
Risks of travel
Travel, especially to remote regions or on active trips, carries risks that no one can remove entirely. Standards of safety, hygiene, accessibility and service vary by country and may differ from those in the United States. Suppliers are judged by the local laws and standards that apply where they operate. You take part in activities such as safaris, diving, hiking, water sports and small-aircraft flights at your own choice, and some suppliers may ask you to sign their own waiver.
What we are and are not responsible for
- We are responsible for booking the services on your Confirmation with reasonable skill and care.
- We are not liable for injury, illness, death, loss, damage, delay or expense caused by a supplier, by you or your party, by a third party unconnected with your booking, or by events beyond our control.
- We are not liable for indirect or consequential losses, such as lost earnings or missed business.
- Airlines, cruise lines and rail carriers limit their liability under international agreements, including the Montreal Convention for air travel. Where these apply, our liability will not exceed the carrier’s.
- Nothing in these terms limits any liability that cannot legally be limited, or any right you have under the Florida Sellers of Travel Act.
If something goes wrong while you travel
Please communicate with your representatives on the ground and our Guardian Angel team straight away, so we can try to fix it on the spot. Most problems can be solved quickly while you are there. If a problem is not reported during your trip, our ability to help or to seek compensation from the supplier may be limited.
Complaints after you return
If a matter is still unresolved, please write to us within 10 days of your return with your booking reference and details. We will acknowledge your complaint within 5 business days and aim to send a full response within 30 days.
Photos and reviews
We will only use photos, videos or reviews you share with us for marketing if you give us permission in writing, and you may withdraw that permission for future use at any time.
9. Florida Registration, Privacy and Legal Matters
Elite Global Concierge LLC is registered with the State of Florida as a Seller of Travel, Registration No. ST44740. These terms are governed by the laws of the State of Florida, and nothing in them waives or limits any right you have under Florida’s Sellers of Travel Act (Chapter 559, Part XI, Florida Statutes).
Florida consumer information
Our registration is issued by the Florida Department of Agriculture and Consumer Services, Division of Consumer Services. If you have a concern about our business that we have not resolved, you may contact the Division at 1-800-HELP-FLA (1-800-435-7352) or www.FloridaConsumerHelp.com.
Your personal information
We collect only the details needed to plan and book your trip, such as names, dates of birth, passport data, contact details, payment information, and any health or dietary needs you choose to share. We share this information only with the suppliers, carriers, insurers and government authorities who need it to deliver your trip or as required by law. Some of these recipients are outside the United States. Our Privacy Policy explains how we store and protect your information and how you can ask to see or correct it.
Resolving disputes
If we cannot resolve a complaint through the process in Section 8, both parties agree to try mediation in good faith before starting court proceedings. Any court action will be brought in the state or federal courts located in the concerned county in Florida. Either party may still use small claims court for claims within its limits.
Other legal terms
- Changes to these terms: We may update this page from time to time. The version in force on the date of your Confirmation applies to your booking.
- Severability: If any part of these terms is found invalid, the rest remains in effect.
- Entire agreement: These terms, your Confirmation and your invoice form the whole agreement between us. Verbal statements do not change them unless we confirm the change in writing.
- No waiver: If we do not enforce a term straight away, we may still enforce it later.