Marketplace Terms

Last updated: April 2026

CoastToCoast 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 Coast to Coast Path. This page explains how the marketplace works legally — who you contract with, what CoastToCoast 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

When you book a CoastToCoast-organised tour

Your contract is with Pixelo Mobile Ltd (trading as CoastToCoast). We are the tour operator. Our full Terms of Service apply.

When you book a third-party marketplace listing

Your contract is directly with the independent provider. CoastToCoast is only the introduction platform — we are not a party to the contract and are not the seller, tour operator, or reseller of that service.

How do you know which is which? Every tour, listing, and booking page clearly shows the provider name. If it says "Organised by CoastToCoast" or "CoastToCoast Walking Tours" — it's us. Anything else (an agency name, a guesthouse name, a transfer company name) is a third-party listing.

2. What CoastToCoast 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 facilitate payment via Stripe for some bookings, taking a service fee. Payment facilitation does not make us the seller.
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 CoastToCoast does NOT do

CoastToCoast is not:

A travel agency (ATOL-bonded) for third-party tours
A package travel organiser for third-party bookings (see s.4)
An escrow agent or custodian of your payment
An employer or agent of any provider
A guarantor of any provider's services, safety record, insurance, or financial stability
Responsible for enforcing the provider's own terms, refunds, or cancellation policy

4. Package Travel Regulations

CoastToCoast 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.
Our own CoastToCoast-organised tours that combine services are packages and we take the associated responsibilities — see Terms of Service.

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. CoastToCoast-organised tours

Payments taken by CoastToCoast are governed by our Terms of Service. Deposits and balances are handled under our own cancellation schedule.

6b. Third-party listings where CoastToCoast processes payment (Stripe)

When CoastToCoast processes a payment for a third-party listing (e.g. a marketplace tour deposit), we hold the funds briefly and transfer them to the provider less our service fee. If the 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 up to £100 under s.75 of the Consumer Credit Act 1974 (credit cards) or via a chargeback (debit cards).
CoastToCoast will assist with evidence where we can, and will refund any portion of the fee that is still in our possession and not yet transferred, but we are not obliged to refund the provider's portion.

6c. Third-party listings where you pay the provider directly

CoastToCoast has no involvement in the payment. Disputes are entirely between you and the provider.

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. CoastToCoast 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

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

9. Our liability (limits)

To the maximum extent permitted by law, CoastToCoast's total liability to you arising from the marketplace is limited to the greater of £200 or the fees you paid CoastToCoast 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 CoastToCoast 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 CoastToCoast
Company number 10585806
Registered office: Demsa Accounts, 565 Green Lanes, Haringey, London, England, N8 0RL
Marketplace queries: hello@walkcoasttocoast.co.uk

For providers: a separate Provider Agreement governs your listing on our marketplace. See the provider signup page to review and sign it before listing.