Who we are
LMS Travel Group is a brand of LMS Collectives, an independent travel agency based in Raleigh, North Carolina. We plan and manage corporate retreats, team offsites, conferences and incentive trips for small and mid-sized businesses.
We are a travel advisor and intermediary. We are not a hotel, an airline, a tour operator or an insurer. We do not own, operate or control any of the suppliers who deliver parts of your program.
We book through an accredited host agency. Throughout these terms, "we" and "us" means LMS Travel Group, and "you" means the company engaging us.
What these terms cover
These terms apply when you pay a consultation fee to LMS Travel Group. By completing checkout and accepting these terms, you agree to them on behalf of your company.
Once your program is approved and we move to contracting with a resort, you will sign a separate Client Services Agreement. That agreement governs the booking and travel phase in more detail. These terms continue to apply alongside it.
If anything in these terms conflicts with a signed Client Services Agreement, the signed agreement takes precedence for the matters it covers.
The consultation fee
The consultation fee is quoted as one figure, based on the tier of service you need and the size of your group. You will see that figure in your Retreat Brief before you are asked to pay anything.
The fee is due in full before any research, sourcing or contracting begins. Nothing is sourced, held or negotiated on your behalf before it clears.
The fee is non-refundable once research begins. The research is the deliverable, and it is delivered whether or not you go on to book the program.
The consultation fee is separate from the cost of your retreat. It is not a deposit, it is not credited against your program costs, and it is not paid to any resort or supplier.
What the fee buys
Your consultation fee pays for the work that produces your proposal:
- Sourcing properties across your destination against your group size, dates, budget and session requirements
- Checking live availability rather than published rates
- Placing courtesy holds in your name on the strongest candidates
- Negotiating group rates and concessions
- Verifying that meeting space is genuinely bookable and that bandwidth will carry your sessions
- Costing flights and ground transfers from your team's actual origin cities
- Narrowing to one recommendation plus two credible alternatives, presented in a written proposal
We do not name a specific resort, or send a proposal, before the fee has cleared. That work is the deliverable.
We do not provide legal, tax, immigration, medical or insurance advice, and we cannot guarantee visa or entry approval for any traveller.
Revisions
Revisions to your proposal are included in your consultation fee, capped by tier:
| Tier | Included revision rounds |
|---|---|
| Retreat Essentials | One round |
| Retreat Complete | Two rounds |
| Retreat Concierge | Unlimited within thirty days of delivery |
A round is one consolidated set of changes. A different property, a shorter program, a different island, or any combination sent back together counts as one round. Requests sent separately within the same week also count as one round.
Some changes never count against your allowance: an error on our side, a resort withdrawing availability, or a supplier changing their rate.
If you need re-sourcing beyond your included rounds, we will quote it in writing before starting the work.
Changing your dates
Your fee bought research against specific dates. When dates move, holds expire, negotiated rates lapse and availability resets, so the work has to be done again.
- One free move. You may postpone once to new dates within twelve months of the original, provided you tell us at least sixty days before the original travel date.
- After that, fifty percent. A second move, a move beyond twelve months, or any move on less than sixty days notice costs half the original consultation fee to re-source.
Supplier penalties are separate. Postponement rights under these terms do not change any resort's cancellation, attrition or change charges. Those are set by the resort, remain your responsibility, and are not waived, reduced or absorbed by us.
Lead time
We require a minimum of six months between engagement and travel. Group space, meeting rooms and airfare all behave badly inside that window, and we would rather decline than do the job poorly.
| Lead time | What happens |
|---|---|
| Six months or more | Standard engagement |
| Four to six months | Accepted at our discretion, with a 25% rush surcharge |
| Under four months | Declined. We will tell you honestly and quickly. |
Program costs and supplier payments
The cost of your retreat is separate from the consultation fee. It is quoted per person, live against resort availability for your specific group, and it is paid against the resort contract on the resort's schedule.
Where we make payments on your behalf, we do so using a payment card you authorise in writing through a secure authorisation form. Charges appear on your statement from the supplier, not from LMS Travel Group. We do not hold or bank your funds.
We will never ask for card details by email, text message or screenshot, and we will not accept them that way. If card details reach us by any of those routes, we destroy them and ask you to resubmit securely.
We will not commit spending beyond the maximum you have authorised without asking you again in writing.
Missing a supplier payment deadline can mean losing your booking and forfeiting what you have already paid. We will remind you as a courtesy, but meeting those deadlines is your responsibility.
Supplier terms
Before you sign any resort contract, we give you a plain-language summary of the terms that carry financial consequence: cancellation, attrition, deposit schedule and force majeure. We ask you to acknowledge it in writing, and we do not proceed until you have.
Where a supplier's terms differ from ours in respect of their own services, the supplier's terms govern that relationship. We have no authority to vary them.
Two dates in every program carry direct financial consequence: the attrition date and the final headcount deadline. Both appear in your payment schedule and in every check-in from ninety days out.
Travel insurance
We make travel insurance available through a third-party provider and strongly recommend coverage for every traveller. Policies typically cover trip cancellation and interruption, emergency medical expense, evacuation, baggage and delay.
The policy is purchased directly from the insurance provider. We are not the insurer, we are not a party to your policy, we receive no premium, and we do not advise on which coverage is right for your team. Please read the policy terms, exclusions and limits before purchasing.
If you decline travel insurance, we ask you to confirm that in writing before we contract with any resort. Declining does not transfer supplier penalty risk to us.
Commissions
We may earn commission from resorts and suppliers on your booking. Commissions are retained by LMS Travel Group. They are not rebated to you, and they are not marked into the rates we quote you.
Earning commission never changes our obligation to recommend the properties that genuinely fit what you have asked for.
Your information
To arrange travel we collect personal information about your attendees, which may include legal name, date of birth, passport details, contact and emergency contact details, dietary restrictions and accessibility requirements.
We use this information solely to arrange and support your program, and share it only with the suppliers and our host agency to the extent needed to deliver it. We never sell it or use it for marketing.
- Sensitive details are collected only through our secure forms, never by email, text or screenshot
- Passport numbers, dates of birth and health-related information are deleted within ninety days of your return
- You are responsible for telling your attendees their information will be collected and shared for this purpose, and for obtaining any consent required
- Names must match government-issued ID exactly. Corrections after ticketing incur airline change fees payable by you.
Limits on our liability
Our total liability to you will not exceed the consultation fee you have paid.
We are not liable for indirect, incidental or consequential losses, including lost profit, lost business opportunity or reputational harm.
We are not liable for the acts, errors, omissions, delays, insolvency, overbooking or default of any resort, airline, transport provider or activity operator, or for personal injury, illness, or loss of or damage to property occurring during your program.
Nothing here limits any liability that cannot be limited under applicable law.
Circumstances outside our control
We are not liable for failure or delay caused by events beyond our reasonable control, including weather, natural disaster, epidemic or pandemic, government action or travel restriction, civil unrest, labour action, terrorism or supplier failure.
Such an event does not create a right to refund of the consultation fee, and does not change the resort's cancellation terms. We will make reasonable efforts to help you rebook or recover costs, but we do not assume financial liability for those events.
This is precisely the risk travel insurance exists to cover.
Governing law
These terms are governed by the laws of the State of North Carolina, without regard to its conflict of laws principles.
If any provision is found unenforceable, the rest remains in full effect.
Changes and contact
We may update these terms. The version in force for your engagement is the version you accepted at the time you paid your consultation fee, and we will not apply later changes retroactively to work already underway.
The effective date at the top of this page tells you which version you are reading.
Questions about anything on this page: travel@lmscollectives.com
LMS Travel Group · a brand of LMS Collectives
Raleigh, North Carolina