Terms & Conditions

Before diving in, here are the four things that matter most:

What you're booking. Curated by Kaer programmes (Journeys), personalised programmes (By Design), or occasional group retreats. Each booking combines a stay at one of our partner hotels with treatments, services, and experiences we have curated for you.

How payment works. You pay a deposit when your booking is confirmed (€250 for Journeys and By Design, 20% for group retreats). The balance is due 30 days before arrival, unless we agree otherwise.

How cancellation works. For Journeys and By Design, the cancellation policy of the hotel where you will be staying applies — you'll see it before paying the deposit. For group retreats, our standard policy applies (more than 60 days before: 20% retention; within 60 days: 100% retention).

Who is responsible for what. Kaer is the booking agent for the hotel and any other suppliers involved in your booking. The hotel remains the principal provider of the accommodation, treatments, and on-site services. If something goes wrong with the stay itself, we'll work with the hotel on your behalf; the hotel is the responsible party for what they deliver.

The rest of these Terms is the detailed version of these four points, plus the things we have to set out in case anything unexpected happens.

Kaer is the trading name of Kaer Hospitality Group B.V., a private company with limited liability incorporated in the Netherlands and registered with the Dutch Chamber of Commerce under number 89055764, with its registered office in Amsterdam.

Throughout these Terms, "Kaer", "we", "us", and "our" mean Kaer Hospitality Group B.V. "You", "your", and "Participant" mean the person making the booking and any other persons included in that booking. By booking, you confirm that you have informed all other participants of these Terms.

Contact: hello@kaer.co

We offer three types of booking.

Journeys are curated programmes combining a stay at one of our partner hotels with selected treatments, services, and experiences. They are designed by us around themes such as sleep, women's health, longevity, and nervous system recovery. Journeys are bookable year-round, on an individual basis.

By Design is a personalised programme tailored to your specific goals and preferences, based on a guided intake. Once your By Design programme is confirmed, the booking is treated identically to a Journey for the purposes of these Terms.

Group Retreats and Brand Activations are occasional group experiences with fixed departure dates, minimum participant numbers, and a curated programme led on-site by Kaer or partner facilitators. Specific provisions for group retreats are highlighted where relevant.

Unless otherwise stated, these Terms apply to all three.

Kaer acts as the booking and sales agent of the hotel at which you stay. We promote, curate, and book stays on behalf of the hotel and any other suppliers involved in your booking. The hotel remains the principal in the contract for the provision of accommodation, treatments, and any other services it delivers on-site.

Where elements of your booking are delivered by parties other than the hotel (for example, transport providers or external facilitators), Kaer acts as agent for those parties in respect of those elements, and each supplier remains the principal in the contract with you for the services they deliver.

We act in good faith and on the basis of information provided to us by the hotel and other suppliers. We are not liable for the acts, omissions, or service standards of the hotel or any other supplier, except as set out below under Our responsibility — and yours.

For Journeys and By Design, you submit a booking enquiry via the Kaer platform. We confirm availability with the hotel and respond to you within 24 hours. On confirmation, we issue a secure payment link for the deposit, which must be paid within 48 hours to lock in the booking. Your booking is final once the deposit has been received and we have issued a written booking confirmation.

For Group Retreats, the booking procedure is communicated at the time of registration. Group retreats are subject to minimum participant numbers and may be cancelled by us if those numbers are not met (see Changes by us, below).

We reserve the right to decline any booking at our sole discretion for any reason permitted by law.

Deposit. For Journeys and By Design, a deposit of EUR 250 is payable on confirmation of availability. The deposit counts toward the total cost of your booking. For Group Retreats, a deposit of 20% of the total booking price is payable on booking.

Balance. For Journeys and By Design, the balance is due 30 days before arrival, unless we agree otherwise in writing. For Group Retreats, the remaining 80% is due no later than 60 days before the start date.

Currency and processing. All payments are processed in Euros (EUR) via secure online payment. Funds are held by Kaer as agent on behalf of the hotel until settlement.

Late payment. Late payment of the balance may result in cancellation of your booking, and the cancellation policy below will then apply as if you had cancelled.

Under Dutch consumer law (Article 6:230o of the Dutch Civil Code), consumers normally have a 14-day right of withdrawal for online purchases. This right does not apply to bookings for accommodation, leisure services, or travel services that are provided on a specific date or within a specific period (Article 6:230p of the Dutch Civil Code).

By confirming your booking, you acknowledge that the 14-day right of withdrawal does not apply, and that cancellation is governed instead by the Cancellation section below.

To cancel, send us your booking details by email to hello@kaer.co. The cancellation takes effect on the date we receive your written notice.

Journeys and By Design. The cancellation policy of the hotel where you will be staying applies. This policy is presented to you at the time of booking, and by paying the deposit you confirm that you have read and accept it. Kaer administers any cancellation charges on behalf of the hotel. The deposit forms part of the total booking value and is subject to the hotel's cancellation policy in the same way as any other amount paid.

Group Retreats. Our standard cancellation policy applies, regardless of the hotel's own policy:

Once a group retreat has commenced, no refund is given for any unused portion, regardless of the reason for early departure.

This cancellation policy applies strictly and without exception, including for weather, civil unrest, illness, personal or family emergencies, or any other circumstance — yours or ours. We therefore strongly recommend purchasing travel insurance with cancellation cover (see Travel insurance below).

We are not liable for any costs you incur in preparation for or after a booking, such as non-refundable flights, equipment, or other arrangements, irrespective of whether the booking is changed or cancelled by you or by us.

By you. For Journeys and By Design, requests to change your booking (dates, room category, programme elements) are subject to availability at the hotel and to any change fees imposed by the hotel. We will use reasonable efforts to accommodate your request but cannot guarantee that changes can be made. Any additional costs imposed by the hotel will be borne by you.

For Group Retreats, departure dates and the core itinerary cannot be changed once your booking is confirmed. Other changes (room category, dietary needs, extensions) are subject to availability.

We reserve the right to charge a minimum administrative fee of EUR 50 for any change you request, in addition to any costs imposed by the hotel or other supplier.

By us. We reserve the right to cancel or modify any booking before its start date for reasons including hotel unavailability, insufficient participant numbers (for group retreats), or circumstances beyond our reasonable control. Where we substitute hotels, treatments, restaurants, or other elements of the itinerary, we will use reasonable efforts to provide comparable alternatives.

If we cancel your booking other than due to a Force Majeure event, you are entitled to a full refund of all amounts paid to us. This is your sole remedy and constitutes complete settlement of any claim against Kaer.

We are not in breach of these Terms, nor liable to you, for any delay or failure to perform our obligations to the extent caused by a Force Majeure event.

"Force Majeure" means any event beyond our reasonable control, including (without limitation): war, terrorism, civil unrest, riot, governmental action, travel restrictions, pandemic, quarantine, natural disaster, fire, flood, severe weather, labour dispute, or any similar event.

If a Force Majeure event affects your booking, we will, where possible, reschedule. If the rescheduled date does not suit you, you may convert 100% of your booking value into a Trip Credit, valid for any Kaer booking within 24 months from issuance. Alternatively, you may cancel under the cancellation policy applicable to your booking, calculated from the original arrival or start date.

Our responsibility. For Journeys and By Design, we act as agent for the hotel; the hotel is responsible for the accommodation, treatments, and meals delivered on-site. For group retreats, suppliers operate independently of us and are governed by their own terms and applicable local laws.

To the fullest extent permitted by law, our total liability to you for any claim arising out of or in connection with a booking is limited to the total amount you have paid to Kaer for that booking. We are not liable for special, indirect, incidental, or consequential damages, including loss of profits, loss of enjoyment, or non-refundable costs you have incurred independently of the booking. Nothing in these Terms excludes or limits liability where such exclusion or limitation is not permitted by law.

Travel insurance — strongly recommended. Travel insurance is not included in the price of your booking. We strongly recommend that you obtain comprehensive travel insurance covering, at minimum: trip cancellation and interruption, medical expenses, accidents, baggage, and evacuation and repatriation. You are responsible for all costs arising from loss, damage, injury, delay, or inconvenience that are not covered by us under these Terms.

Passports, visas, and documentation. You are responsible for ensuring that all travel documents (passports, visas, vaccination certificates, and any other required documents) are valid and in your possession for the duration of your booking. We may, as a courtesy, provide general guidance, but we are not liable for any error or omission in such guidance — please verify all requirements with the appropriate authorities.

Health and disclosure. Some elements of our programmes may be physically engaging or involve treatments with specific contraindications. By booking, you confirm that you have no physical or medical condition that would pose a risk to yourself or others. You must disclose any physical limitations, medical conditions, dietary requirements, allergies, or other relevant information at the time of booking. We will share this information with the hotel as necessary to provide the booked services. We reserve the right, in consultation with the hotel, to decline, modify, or terminate participation in any element where we reasonably believe a participant cannot safely take part.

Conduct. During your booking, you must comply with all applicable laws, respect local customs and the hotel's policies, respect other guests and staff, and follow reasonable instructions from hotel staff, guides, or Kaer team members on matters affecting safety or well-being. Kaer and the hotel reserve the right to remove any participant who is materially disrupting other guests or unable to meet the requirements of the booking.

Complaints during your stay. If something goes wrong during your booking, please notify us or the on-site hotel team immediately, so the issue can be addressed. Raising a complaint with us or the supplier does not constitute acceptance of liability — each complaint is evaluated on its own merits. Failure to raise a complaint during your stay may limit or prevent recourse later.

Arrival. You are responsible for arriving at the booked location at the agreed time. We are not liable for losses arising from missed or cancelled flights, schedule changes, or late arrivals.

Intellectual property. Kaer holds all rights in the Kaer trade marks, the names "Kaer", "Curated by Kaer", and "By Design", and the design, structure, and content of all Kaer programmes. Content on kaer.co — including text, images, design, and editorial material — is owned by Kaer or its content partners and is protected by intellectual property rights. You may not copy, reproduce, distribute, or use any of this content outside the context of the website without our prior written consent. You may not reproduce or publish the detailed design or content of any programme in a way that would allow a third party to replicate it.

Privacy. Kaer processes your personal data in accordance with the EU General Data Protection Regulation (GDPR) and the Dutch Implementation Act (Uitvoeringswet AVG). Our Privacy Policy sets out how we collect, use, and protect your personal data. We share your personal data with the hotel and other suppliers as necessary to deliver your booking. We do not share your data with third parties for marketing purposes without your consent.

If you remain dissatisfied after raising a complaint during your booking, please submit a written complaint to hello@kaer.co within 14 days of the end of your booking. Complaints submitted after this period may not be considered.

If we cannot resolve your complaint, you may also submit your dispute through the European Online Dispute Resolution platform, available at https://ec.europa.eu/consumers/odr.

Updates. We may update these Terms from time to time. The version in force at the time of your booking applies to that booking. The current version is available at kaer.co.

Severability. If any provision of these Terms is held to be unenforceable, that provision shall be modified to the minimum extent necessary or severed, and the remainder of these Terms shall continue in full force and effect.

Applicable law and jurisdiction. These Terms, and any matter arising out of or in connection with your booking, are governed by the laws of the Netherlands. The application of the UN Convention on Contracts for the International Sale of Goods (CISG) is excluded. Any dispute shall be submitted to the exclusive jurisdiction of the competent courts of Amsterdam, the Netherlands.

Kaer Hospitality Group B.V.
Amsterdam, the Netherlands
Chamber of Commerce No. 89055764
Email: hello@kaer.co