Marketplace Terms

Last updated: April 2026

West Highland Way Walk operates a marketplace (sometimes called "Services" or "Directory") that connects hikers and travellers with independent businesses offering tours, accommodation, luggage transfer, airport transfer, equipment rental, food supply, local experiences, and related services on and around the West Highland Way. This page explains how the marketplace works legally — who you contract with, what West Highland Way Walk does and does not do, and what your rights are if something goes wrong.

These Marketplace Terms form part of our general Terms of Service and should be read alongside our Privacy Policy, Content Policy, and Hiking Risk Disclaimer.

1. The short version

How do you know who you are dealing with? Every tour, listing and booking page shows the provider's name — an agency, a guide, a guesthouse, a transfer company — and that provider is who you book with. West Highland Way Walk organises no tours of its own, so every tour and service here is a third-party listing.

2. What West Highland Way Walk does on the marketplace

• We verify providers before listing them: business registration, contact details, basic safety information. Verification does not mean we inspect services, inspect vehicles, or audit insurance — it means the business legally exists and can be contacted.
• We display listings: photos, descriptions, prices, stage coverage, reviews from verified hikers.
• We pass messages between you and the provider through our in-app messaging or email relay.
• We take no payment for third-party bookings: you pay the provider directly under their own terms, and we take no service fee or commission. Providers may buy a listing plan from us (see our Partner Terms); that changes nothing about your contract with them, your price or your rights.
• We moderate reviews and listings: remove content that breaches our Content Policy.
• We mediate disputes on a best-effort basis. We will try to help you and the provider reach a fair outcome but cannot guarantee it.

3. What West Highland Way Walk does NOT do

4. Package Travel Regulations

West Highland Way Walk intentionally structures the marketplace so that we do not become a "package organiser" under the UK Package Travel and Linked Travel Arrangements Regulations 2018. Specifically:

• We never sell bundled combinations of travel services (e.g. "tour + accommodation + transfer" as one line item) when the services are from different providers.
• If you book multiple services through the marketplace (e.g. accommodation from one provider and luggage transfer from another), those are separate contracts between you and each provider.
• West Highland Way Walk organises no tours of its own, so it never sells a package of its own either.

This means that for third-party listings, if one provider fails (e.g. a hotel cancels), you do not have an automatic right to refunds or re-booking of unrelated services from other providers on the same trip. You should take out travel insurance that covers this.

5. Before you book — please check with the provider

For any third-party booking, we recommend you ask the provider directly for:

• Their own terms and conditions, including cancellation and refund policy
• Proof of public liability insurance (for tours and physical services)
• Licences or certifications (e.g. relevant local authority licences, mountain-guide certifications)
• Their complaints and emergency contact process

Every verified provider must confirm they hold appropriate insurance when they sign up. We do not re-verify annually and we do not carry insurance that covers their liabilities.

6. Payments and refunds

6a. West Highland Way Walk takes no payment for a tour

West Highland Way Walk organises no tours of its own and takes no deposits or balances for tours: you pay each provider under their own terms (6b).

6b. Third-party listings — you pay the provider directly

West Highland Way Walk does not process payments for third-party listings, holds none of your money and takes no service fee or commission on them. A listing plan that a provider buys from us is a contract between us and that provider (our Partner Terms); it changes nothing about your contract with them, your price or your rights. If a provider fails to deliver the service:

• Your first recourse is the provider under their own terms.
• Your second recourse is your card issuer — for disputes over £100 under s.75 of the Consumer Credit Act 1974 (credit cards) or via a chargeback (debit cards), where your card issuer offers it.
• West Highland Way Walk will assist with evidence where we can and will try, on a best-effort basis, to help you and the provider reach a fair outcome — but we hold none of your money and cannot refund it.

7. Reviews and ratings

Hikers can review providers they have engaged with. We run manual moderation against our Content Policy. Providers may respond to reviews. West Highland Way Walk does not remove honest negative reviews on request of the provider — transparency is the point of the system. Reviews that are defamatory, off-topic, or from someone who cannot demonstrate they actually used the service may be removed.

8. Complaints process

1. First, contact the provider directly. Most issues are resolved this way.
2. If unresolved after 14 days, contact us at hello@walkwesthighlandway.co.uk with the booking reference. We will try to mediate within 10 working days.
3. If still unresolved and you are an EU/UK consumer, you can use the EU Online Dispute Resolution platform.
4. For payment disputes, your card issuer is often the fastest route.

9. Our liability (limits)

To the maximum extent permitted by law, West Highland Way Walk's total liability to you arising from the marketplace is limited to the greater of £200 or the fees you paid West Highland Way Walk in the 12 months before the claim. This does not apply to liability that cannot be excluded by law (e.g. death or personal injury caused by our negligence, or fraud).

Because we are not a party to your contract with third-party providers, we do not carry liability for their actions, injuries suffered while using their services, delays, cancellations, or loss of property.

10. Governing law

These Marketplace Terms are governed by the laws of England and Wales. Disputes between you and West Highland Way Walk are subject to the exclusive jurisdiction of the courts of England and Wales. Disputes between you and a third-party provider will be governed by that provider's chosen jurisdiction.

11. Contact

Pixelo Mobile Ltd trading as West Highland Way Walk
Company number 10585806
Registered office: c/o Demsa Accounts, 565 Green Lanes, Haringey, London, England, N8 0RL
Marketplace queries: hello@walkwesthighlandway.co.uk