Our Promise to You
Transparency, trust, and the quiet confidence of a well-planned journey.
Your Privacy, Our Priority
How we safeguard your personal details with the care of a master archivist.
In a world where data is often treated like currency, we treat yours like a cherished keepsake—something to be protected, respected, and never shared without your permission. This policy explains how we collect, use, and safeguard your personal information, from the moment you first visit our website to the day you return from your journey. We collect only what we need to create your perfect trip: your name, contact details, travel preferences, and any special requests. Your data is encrypted with the same level of security used by financial institutions, and we never sell or share it with third parties unless required by law or with your explicit consent. Think of us as the vault in a grand library, where your information is stored safely, accessible only to those who need it to make your journey seamless.
What We Collect
We gather only the essentials: your name, email, phone number, travel preferences (e.g., preferred destinations, dietary restrictions), and payment details. No unnecessary intrusions—just the details needed to craft your perfect escape.
How We Use Your Information
Your data helps us tailor your experience, from recommending destinations that align with your interests to ensuring your dietary needs are met at every meal. We also use it to send you updates about your trip, exclusive offers, and post-travel follow-ups to ensure everything met your expectations.
Third-Party Sharing
We share your information only with trusted partners who help us deliver your journey—hotels, local guides, and transportation providers. Each partner is vetted for their commitment to privacy and security, and we never share more than necessary to fulfill your travel arrangements.
Cookies and Tracking
Our website uses cookies to enhance your experience, such as remembering your preferences and analyzing site traffic. You can manage your cookie settings at any time, and we'll never use them to track you across the web without your consent.
Your Rights
You have the right to access, correct, or delete your personal information at any time. Simply contact our legal team, and we'll assist you promptly, like a concierge attending to your every need.
Data Retention
We retain your information only as long as necessary to fulfill your travel arrangements and comply with legal obligations. After that, your data is securely deleted, leaving no trace behind.
Security Measures
We employ industry-standard encryption, secure servers, and regular security audits to protect your data. Our team undergoes rigorous training to ensure they handle your information with the utmost care, like a sommelier handling a rare vintage.
Updates to This Policy
We may update this policy from time to time to reflect changes in our practices or legal requirements. When we do, we'll notify you via email or a prominent notice on our website, so you're always informed.
The Foundation of Our Relationship
Clear terms for a journey free of surprises.
These Terms of Service are the bedrock of our relationship with you. They outline what you can expect from us—transparency, respect, and a commitment to your comfort—and what we ask of you in return. We've written them in plain language, free of legal jargon, because we believe that trust is built on clarity, not confusion. By booking with Rustic Brook Lane, you agree to these terms, which cover everything from payment schedules to our responsibilities as your travel curators. Think of them as the itinerary for our partnership: every detail is mapped out, so you can focus on what matters most—enjoying your journey.
Your journey begins with a deposit of 30% of the total trip cost, due at the time of booking. The remaining balance is due 60 days before departure, ensuring we have ample time to finalize your arrangements. We accept all major credit cards, bank transfers, and, for your convenience, personal checks.
Every detail of your trip is customizable, from the thread count of your sheets to the temperature of your morning coffee. We'll work with you to tailor every aspect of your journey, but please note that changes made within 30 days of departure may incur additional fees.
We promise to deliver the journey as described, with the same care and attention to detail as a master chef preparing a tasting menu. This includes arranging accommodations, transportation, and activities, as well as providing 24/7 concierge support throughout your trip.
We ask that you provide accurate information during the booking process, adhere to the agreed-upon itinerary, and treat our partners and staff with the same respect we extend to you. In return, we'll ensure your journey is as smooth as a gondola gliding through Venetian canals.
You are responsible for obtaining all necessary travel documents, including passports, visas, and vaccinations. We'll provide guidance and support, but the final responsibility lies with you, like a captain ensuring their ship is seaworthy before setting sail.
In the event of unforeseen circumstances—such as natural disasters, political unrest, or pandemics—we reserve the right to modify or cancel your trip. We'll work with you to find a suitable alternative or provide a full refund, ensuring your peace of mind remains intact.
While we take every precaution to ensure your safety and comfort, we cannot be held liable for events beyond our control, such as flight delays, lost luggage, or acts of nature. We recommend purchasing comprehensive travel insurance to protect your investment.
These terms are governed by the laws of the State of Oregon, where our headquarters is located. Any disputes will be resolved through arbitration in Portland, Oregon, ensuring a fair and impartial process.
Flexibility, Without the Fine Print
Our cancellation policy is designed to be as adaptable as your travel dreams.
We understand that life doesn't always go according to plan. Whether it's a sudden change in health, an unexpected family obligation, or simply a shift in your travel desires, our cancellation policy is designed to be as flexible as a willow tree in the breeze. We offer tiered refunds based on the timing of your cancellation, ensuring you're never left feeling stranded. And if you need to rebook instead of cancel, we'll work with you to find a new date that fits your schedule, like a tailor adjusting a suit to perfection. Below, you'll find the details of our policy, written with the same clarity and warmth as a handwritten note from a friend.
90+ Days Before Departure
Cancel your trip 90 days or more before departure, and you'll receive a full refund, minus a $250 administrative fee. This gives us time to reallocate your accommodations and resources, ensuring no one is left waiting for a journey that won't happen.
60-89 Days Before Departure
Cancel between 60 and 89 days before departure, and you'll receive a 50% refund of your total trip cost. This reflects the commitments we've already made on your behalf, from reserving your suite to arranging private transfers.
30-59 Days Before Departure
Cancel between 30 and 59 days before departure, and you'll receive a 25% refund. At this stage, many of your arrangements are already confirmed, and our partners may charge us cancellation fees, which we pass on to you transparently.
Less Than 30 Days Before Departure
Cancel within 30 days of departure, and no refund will be issued. However, we'll work with you to rebook your trip for a future date, applying any payments made toward your new journey, like a credit at your favorite bookstore.
Your Safety, Our Priority
Comprehensive coverage for peace of mind, wherever your journey takes you.
Traveling should be a joy, not a worry. That's why we've partnered with leading insurance providers to offer you comprehensive medical and travel insurance, designed to protect you from the unexpected. Whether it's a sudden illness, a missed flight, or a lost passport, our coverage ensures you're never left feeling vulnerable. Below, you'll find details on the insurance options we provide, as well as recommendations for additional coverage to suit your needs. Think of it as a safety net, woven with the same care as the finest cashmere shawl—soft, strong, and always there when you need it.
Medical Emergency Coverage
Our standard insurance covers medical emergencies up to $100,000, including hospital stays, doctor visits, and emergency evacuations. Whether you twist an ankle on a cobblestone street or need urgent care in a remote village, you'll have access to the best medical facilities available.
Trip Cancellation Insurance
This optional coverage reimburses you for non-refundable expenses if you need to cancel your trip due to covered reasons, such as illness, injury, or the death of a family member. It's like having a guardian angel watching over your travel plans.
Lost or Delayed Luggage
If your luggage is lost, stolen, or delayed for more than 24 hours, our insurance will reimburse you for essential items, up to $1,000. We'll also assist you in tracking your belongings, so you can focus on enjoying your journey, not worrying about your suitcase.
Emergency Evacuation
In the rare event that you need to be evacuated for medical reasons, our insurance covers the cost of transportation to the nearest suitable medical facility, up to $250,000. Whether it's a helicopter ride from a mountain resort or a private jet home, we'll ensure you're safe and cared for.
Visit Us in Person
Where our digital world meets the warmth of human connection.
While we craft journeys in the digital realm, our roots are firmly planted in the physical world. Our Portland, Oregon office is a sanctuary of calm, designed to welcome you with the same warmth and sophistication as a five-star retreat. Here, you can meet with your travel concierge, sip on a cup of artisanal tea, and browse our curated collection of travel guides and journals. Whether you're planning your next adventure or simply seeking inspiration, we'd love to welcome you in person. Below, you'll find our address, hours, and a few details to help you plan your visit.
Our Address
Rustic Brook Lane, 1234 NW Riverside Drive, Suite 200, Portland, Oregon 97209. Nestled in the Pearl District, our office is just steps away from the Willamette River, where the scent of pine and the sound of water create a serene backdrop for your visit.
Office Hours
We're open Monday through Friday, from 9:00 AM to 5:00 PM Pacific Time. While we're always here to assist you digitally, we encourage you to visit during these hours to meet our team and experience the Rustic Brook Lane difference in person.
What to Expect
When you arrive, you'll be greeted by our receptionist, who will offer you a choice of teas—Earl Grey, chamomile, or a locally sourced herbal blend. Our office is designed with your comfort in mind, featuring plush seating, soft lighting, and a quiet atmosphere where you can relax and dream of your next journey.
Travel for Everyone
Our commitment to accessibility, in every sense of the word.
At Rustic Brook Lane, we believe that travel should be accessible to everyone, regardless of age, ability, or background. That's why we're committed to creating journeys—and a digital experience—that are as inclusive as they are luxurious. From our website's design to the destinations we curate, we strive to remove barriers and ensure that every traveler can explore the world with ease and dignity. Below, you'll find details on the steps we've taken to make our services accessible, as well as our ongoing efforts to improve. Because when you travel with us, you're not just booking a trip; you're joining a community that values diversity, inclusion, and the joy of discovery for all.
Website Accessibility
Our website is designed to be accessible to all users, including those with visual, auditory, or motor impairments. We follow WCAG 2.1 AA guidelines, ensuring our site is navigable via keyboard, compatible with screen readers, and free of flashing content that could trigger seizures.
Alternative Text and Captions
Every image on our website includes descriptive alt text, allowing screen readers to convey the visual content to users with visual impairments. We also provide captions and transcripts for all videos, ensuring that everyone can access our multimedia content.
Color Contrast and Readability
We've carefully selected our color palette to ensure sufficient contrast between text and background, making our content easy to read for users with low vision or color blindness. Our typography is also designed for clarity, with generous font sizes and line spacing.
Accessible Destinations
We curate destinations that are accessible to travelers with mobility challenges, from wheelchair-friendly hotels to tours with sign language interpreters. Whether you're exploring the canals of Venice or the temples of Kyoto, we'll ensure your journey is as smooth as it is memorable.
Questions? We're Here to Help.
Your concerns, our priority. Reach out with confidence.
We understand that policies and legal documents can sometimes raise questions. Whether you're seeking clarification on our cancellation policy, need assistance with a privacy concern, or simply want to discuss your rights as a traveler, our legal team is here to help. We approach every inquiry with the same warmth, patience, and expertise as your travel concierge, ensuring you feel heard, respected, and supported. Below, you'll find details on how to reach us, what to expect when you do, and a few common questions to help you get started. Because when you travel with Rustic Brook Lane, you're never alone—we're with you every step of the way.
Send Us a Message
Email Us
For non-urgent inquiries, email our legal team at legal@rusticbrooklane.com. We'll respond within 24 hours, providing clear, thoughtful answers to your questions, like a handwritten letter arriving just when you need it most.
Call Us
For urgent matters, call us at (+81 72-965-1653. Our legal team is available Monday through Friday, from 9:00 AM to 5:00 PM Pacific Time. You'll be greeted by a friendly voice, ready to assist you with the same care as a concierge welcoming you to a luxury hotel.
Schedule a Consultation
If you'd prefer to discuss your concerns in person or via video call, we're happy to schedule a consultation. Simply email or call us, and we'll find a time that works for you, ensuring your conversation is as relaxed and unhurried as a leisurely afternoon tea.
Common Questions
Many of our guests have similar questions about our policies. Below, we've addressed a few of the most common ones to help you get started. If your question isn't listed here, don't hesitate to reach out—we're always happy to help.
Your Journey, Our Commitment
Let's begin with trust, clarity, and the promise of calm.
Every great journey begins with a single step—and that step is built on trust. At Rustic Brook Lane, we've crafted these policies to ensure that your trust in us is well-placed, from the moment you first visit our website to the day you return home, refreshed and renewed. Whether you're ready to book your next adventure or simply want to learn more about how we protect your privacy, ensure your safety, and honor your needs, we're here to guide you. Let's start this journey together, with the confidence that comes from knowing you're in capable, caring hands.