travel chapter booking terms and conditions

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Travel Chapter   Reviews

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Owner Holiday Let

I am an Owner of a cottage that I rent out and have found the quality of the orignal company was great , Holiday Cottages. Since they were incorpated into Travel Chapter and have ineffect sold out to them, only the front staff are good. I am in the process of trying to speak with my manager and back office staff for various matters, one of which is a complaint by a customer and they are not responding, other than by an email which was ineffective. All faith has been lost by me, and this reflects on mee to my guests too. This is my own business but they will take very little responsibility. Still waiting for some sense, other than from front facing staff who do a great job.

Date of experience : September 03, 2024

DISHONEST COMPANY, HR MANAGER, REGIONAL MANAGER, LOCAL MANAGER, told lies to a JUDGE at EMPLOYMENT TRIBUNAL

Worked for Sally's Cottages with no issues, taken over by TRAVEL CHAPTER who were greedy, lie to owners to extract more money out of them, inadequate training, unrealistic targets, expected to do additional work. I took this company to an Employment Tribunal and the judge said it was the worst case he had seen in over 30 years, the Airey fairy manager lied to the judge, as did the HR manager. Both refused to be available for questioning claiming to be on long term sick, so judge halted hearing to establish when both were last at work..... and it turns out they were not on long term sick and were both at work the previous day....thought it was acceptable to e dishonest to the judge, who had clearly grasped that TRAVEL CHAPTER were dishonest. Managers discussed employees mental health issues and court cases with other team members, ( more in my next reviews), told lies to owners, and as the hearing commenced, failed to produce a hearing bundle. The message was to rinse owners dry and to introduce fees for this, that and the other. I could no longer work for this company and resigned. EDIT No 1- TRAVEL CHAPTER contacted Trust Pilot to have this review taken down, claiming it contained illegal / harmful content. Trust Pilot assessed my review and determined my review met their guidelines, and my review remains published. More to follow.....

Date of experience : February 05, 2024

Poor communication, horrendous owners.

No communication, Honeymoon ruined by your sites allowing properties to not show every angle of a garden, that's heavily overlooked and not adequately blocked from neighboring properties. Talking about Dairy Cottages in Dorset, they left us out of date chocolates, a filthy place to stay, simply the worst stay we've ever had, had to book elsewhere and leave at the earliest opportunity to try and save our honeymoon even slightly. Received no contact from holidaycottages since. Strongly recommend never using these, and avoiding the above mentioned place, owners couldn't care less, attention to detail isn't there. Book a property half the price and upgrade.

Date of experience : June 28, 2024

Reply from Travel Chapter

Dear Olly, Thank you for taking the time to leave your review. I’m genuinely sorry to hear that the property you chose did not meet your expectations. I can confirm that we received your written complaint yesterday. I apologise for not providing prompt acknowledgment of this. Please rest assured that our dedicated team is currently looking into the matter, and we will be in touch soon to discuss the next steps and potential solutions. Thank you again for your patience. Kind Regards Amie

Dirty property and abysmal customer…

Dirty property and abysmal customer services. Provided photographic evidence of the issues at the property five days ago and no resolution, even resorted to contacting the CEO of Travel Chapter. I would avoid this company both as an owner and guest as they clearly do not care about their customers or their reputation UPDATE. 8 days later and still no response from this company. I telephoned and was told it takes up to 30 days to resolve a complaint which probably speaks volumes about the amount of complaints they have to deal with. Also speaks volumes that the CEO isn’t concerned about the company reputation. UPDATE. I have been contacted about my complaint and it has now been resolved.

Date of experience : May 24, 2024

Dear Tracy, Thank you for bringing your concerns to our attention, your feedback is invaluable to us, and we take it very seriously. We'd like to confirm that your complaint has been forwarded to our complaints team for a comprehensive investigation. Please be assured that a dedicated complaint manager will contact you in due course to address your concerns and collaborate with you toward a resolution. We sincerely apologise for any issues you encountered during your stay at the property. Our aim is to ensure that all our guests have a pleasant and comfortable experience, and we are committed to resolving any issues promptly. Thank you for your patience and understanding as we work to sort out these matters for you. If you have any further questions or concerns in the meantime, please feel free to reach out to us directly. Best regards, Amie

Unbelieveable it has all been said by…

Unbelieveable it has all been said by others e.g not registered and disonest Customers and Owners beware e.g watch out for their annual fees and booking charge cant find anywhere that it is clearly stated and they charge if you take your dog. Could continue about this company but they specialize in ignoring infomation that is not useful to them. They need to be investigated for VAT fiddles and Fraud.

Date of experience : October 20, 2023

The St Ives Team deliver Outstanding customer Service consistently

The St Ives office led by Amanda deliver fantastic friendly service consistently. It’s great to talk through various ideas with them or indeed respond quickly to anything a guest may flag up . We are delighted with Travel Chapter as a company and we cannot recommend highly enough the family feel and team spirit shown to us often . St Ives office the team communication is first class and it is always a pleasure to engage with them . Thank you . Mr & Mrs Evans

Date of experience : June 01, 2023

Had our holiday cancelled. Rubbish.

Had our holiday cancelled 10 weeks before we were due to go. The booking had been made nearly 12 months prior. The cottage owner had somehow made a mistake with the dates the property was going to be available. How this was overlooked for 40 weeks is beyond me. We were offered a discount when rebooking with the same property owner in the future as compensation for cancelling a family holiday for 9 with 10 weeks notice. Since then our complaint email has gone unanswered. I would strongly advise you book your holiday with someone else and do not use this unprofessional outfit.

Date of experience : March 10, 2024

Good morning, Thank you for providing us with the details regarding your booking. We have successfully located your booking and can confirm that your complaint has been forwarded to one of our senior complaint managers who will be in touch with you shortly. We appreciate your patience and understanding as we thoroughly investigate this matter. Kind regards, Amie

Very impressed

Easy to contact, very quick to respond to any issues. Let me know promptly if any issues and offer solutions. Find contractors if needed. Bookings much higher since moving to this Agency. Particular mention to Tom and Ruth although everyone is very efficient and I am very pleased I changed agencies.

Date of experience : July 19, 2023

A professional, caring company

We have been really impressed with the way Travel Chapter has taken care of all the business aspects of renting our holiday cottage in Wales. The team are very professional and always available to support you. Our first meeting with them was very positive and we have not regretted our decision to let Travel Chapter handle our bookings. Since going live with our bookings at the end of July the cottage has been booked for the majority of the weeks. Sensible letting prices which are closely monitored help to maximise lettings. All payments are deposited into your bank account 3 weeks before the guests go. The website is easy to use and provides up to date communication.

Date of experience : December 18, 2023

Alanna, Glasdale in Comrie, Crieff is perfect. A really beautifully restored and furnished stone cottage in the most gorgeous, peaceful village. You're so far from the rush of modern life, but so close to walks, scenery, activities and plenty of shops and supermarkets too. So grateful to Ron and Heather for a fabulous holiday.

Date of experience : July 15, 2023

We have been with Travel Chapter for…

We have been with Travel Chapter for almost 4 years and have been delighted with the level of bookings that they have achieved for us. The team also stepped up brilliantly during the pandemic and provided clear and accurate guidance and advice as well as managing the many cancelled and deferred bookings. Our previous property manager, Sam, and our current manager, Joice have provided top drawer support and feedback. Many thanks! Emma, The Blue Beach House

Date of experience : November 17, 2021

We stayed at the beautiful Seahorse…

We stayed at the beautiful Seahorse Cottage which is part of Palmerston Grange in Shanklin Isle of Wight. I don’t usually post reviews as I’m never sure they are true, however I have to for this absolutely beautiful accommodation, we loved it as did our dogs, inside was amazing but outside was spectacular, the B&b do lovely pizzas too! Cannot thank Hayley enough for allowing us to rent this cottage our only sad point was that we didn’t have longer! Beaches were also spectacular our dogs were welcomed everywhere we went! If I could give 10* I would thank you Angela 😊

Date of experience : June 26, 2023

A great Business Partner

Travel Chapter have been a perfect fit for us here at Green Lane Farm. Our property sleeps 10 people & Travel Chapter have marketed our property appropriately & supported us throughout the last 5 years! Their managers & kind & responsive to our needs as property owners & hosts

Date of experience : June 07, 2023

Beware the Travel Chapter monster.

The lettings company we used was taking over by Travel Chapter last year. The service and Account Management since the takeover has been pitiful. Staff are pleasant but not setup to succeed; inadequate training and enormous workloads - our Account Manager had a portfolio of over 170 properties. This suggests that Travel Chapter is financially focused rather than Customer Focused- a strange strategy in the leisure sector. Be afraid if your local, friendly agency is gobbled by the Travel Chapter monster!

Date of experience : June 02, 2023

Dreadful company, don’t work with them

Dreadful company, one star is too much. Stay well away, they’re cowboys. They have delivered exceptionally low bookings. Much lower then other booking providers we’ve worked with. The service was misssold and they have tried to tie us in to a 12 month minimum period, despite being assured it was only 6 months when it was originally sold in. Work with airbnb they’re so much better.

Date of experience : April 28, 2023

I am an owner of a holiday cottage in…

I am an owner of a holiday cottage in the Lakes. The agency that managed our cottage were taken over by Travel Chapter. Since this happened we have noticed a significant decrease in bookings and increase in overheads. It has now reached a point where it is no longer worth our while continuing with letting our cottage as a holiday home so we have given notice and are going to rent it long-term instead.

Date of experience : May 11, 2023

Shockingly poor companyp

We are customers who hired a place in Norfolk. Safety, covid rules and contact in keeping with the company rules were not adhered to. Before Christmas we were offered a percentage refund. It is now the 21st January 2022 and no monies have been credited yet. A full payment was paid in good faith. The Complaints Manager, a Ms Jacqueline Mears is unable to facilitate this transaction with the Accounts department. One assumes that they do not communicate efficiently or effectively. DO ÑOT USE.

Date of experience : January 21, 2022

First class service

We've been with Travel Chapter since 2018 and have been really happy with the service we've received. We had lots of help when starting up particularly from Tracey Young & Jon McFadden and everything has run smoothly since. I'd like to mention our current Property Account Manager Joice Wisdom who has given us excellent support and some great ideas to help increase bookings. The back office staff are polite and helpful, payments and statements come out on time and the communications during Covid were very informative. This is exactly the service we wanted and we can't fault it. Thank you Travel Chapter!

Date of experience : January 28, 2022

Travel Chapter, the No 1 choice to manage bookings.

Travel Chapter was our choice to deal with bookings for our holiday let. The sign up process was simple but comprehensive and their suggestions on how to increase bookings were gladly received. Having a dedicated Account Manager means there is always someone on hand to deal with and resolve any issues if and when they arise.

We made the decision to holiday let a…

We made the decision to holiday let a cottage we own in our village. The staff at Holiday Cottages/travel chapter have been wonderful, supporting us through the process and advising us on the steps along the way. We initially had a new owners manager whilst we went through the renovations before being handed over to our permanent account manager Claire. It has been under a year but we are happy with the level of bookings and the service that we have received.

Date of experience : July 20, 2023

How to Write Your Terms and Conditions for Your Tours and Activities

As a tours and activities operator, you want to effectively communicate all highlights of the experience to your customers. That doesn't just mean detailed descriptions of what sets your tour or activity apart from the rest. It also means providing customers all the nitty gritty of the provisions and terms associated with the booking or reservation. For example, what happens in the event of inclement weather? What's your cancellation policy? How do you honor requests for a refund? Laying these—and other key elements of the transaction—out clearly in the Terms and Conditions section of your website can reduce conflicts, freeing you from certain liabilities when dealing with an unhappy customer. ‍

If you're unsure of how to start crafting your Terms and Conditions statement, use this guide to get you on your way.

Basic Outline: Your Terms and Conditions Page

First things first: Your Terms and Conditions page or section needs to begin with a brief introduction stating the full company name, address of headquarters, and the statement that this is a contract between the company and the customer. (If means allow, it may help to speak with a small business lawyer to draft this section to identify all parties involved and use a professional tone throughout.)Take a look at IGLU Cruise's Booking Conditions page for a great example of a formal introduction identifying all parties and what the references throughout the Terms and Conditions page mean.From there, you'll need to cover at least the following sections to ensure your customers are fully aware of your policies:

• Bookings and Reservations
• Changes and Cancellations by the Company
• Changes and Cancellations by the Customer
• Limitation of Liabilities
• Customer Special Requests
• Behavior or Code of Conduct
• Data Protection

In Depth: What to Include in Each Key Section

While to some extent each section will need to be relevant to your particular type of tour and activity, you'll need to include specific details relevant to your target market so that you cover all of your customer's needs.Here's a breakdown of what to include under each section of your Terms and Conditions page.

BOOKINGS AND RESERVATIONS

Begin by outlining exactly what the booking and reservation process looks like both online and offline. Use a step-by-step guide that walks the guest through the process, providing an example of what happens when the guest books online, over the phone, or in person. This serves as your booking and reservation policy and should indicate that the reservation is a binding contract between the guest and your company once a deposit or full payment has been received.

Outline all forms of payments accepted and your expectation of any deposits (if any). Also inform guests that they'll receive a confirmation email or message with a reservation number, an invoice of any remaining balances, and how much they will be charged if a debit card transaction fails or a check bounces.

CHANGES AND CANCELLATIONS BY THE COMPANY

This is where you can outline how you handle different situations and scenarios—say, if one of your tour guides gets sick or the trip is canceled because of inclement weather—and what options the customer has for re-booking or receiving a refund. Ideally, you want the customer to re-book for another date or choose another trip you have available, so make sure you encourage that in this section.

CHANGES AND CANCELLATIONS BY THE CUSTOMER

Identify what your policies are for refunds before your cancellation period, and how you handle cancellations overall. This varies significantly from business to business, so present a table with a breakdown of acceptable timelines of changes and cancellations, along with the amount that will be refunded. Outline exactly what the customer has to do to request a cancellation, refund, or changes to their booking. Do they need to call or email you directly? Send or fax something in writing? Be as clear as possible about what the process is so there are no questions.

Outline exactly what the customer has to do to request a cancellation-be as clear as possible

Take a look at this summary of the cancellations and amendments policy by Walks of Italy, a tour operator that provides a variety of tours of Italy. A snippet from their policy: "For cancellations made between 4 and 30 days (in Venice, between 8 and 30) prior to tour commencement: Cancellations subject to a $10.00 USD per person cancellation fee."

LIMITATION OF LIABILITIES

This section needs to contain the legal information related to compensation in the event a guest dies or becomes injured or ill before they can take the trip. You will need to clearly state how—or even whether—your company provides compensation, or if you can offer guidance in the event that this situation occurs. The goal of this section is to clearly express what you are and what you are not responsible for in the event of unforeseen circumstances.

CUSTOMER SPECIAL REQUESTS

List here any specific policy or guidelines for handling customer requests, such as accommodating travelers with disabilities, food allergies, and other situations that may interfere with the activity. Encourage customers to contact you directly (in writing or via email) at least a week or more before the booking date to make any special requests.

Safety clauses for tours and activities operators will vary significantly depending on the type of activity taking place on land, water, or air. But you'll need to include information on what your safety protocol is, what state safety rules and regulations you are in compliance with, and how guests can best protect their personal safety, health, and well-being by being adequately prepared for the tour and experience. Include a disclosure that states that the company is not responsible for any health issues, accidents, and other safety-related issues that occur, so the traveler must assume full responsibility for any injuries or health issues that arise. Again, working with a lawyer to identify specific situations relevant to your tour or activity operation will help to identify who is responsible in the event of an accident.

BEHAVIOR OR CODE OF CONDUCT

Highlighting the fact that you expect customers to behave responsibly during the trip, refrain from drinking alcoholic beverages (unless they are served as part of the trip), and to respect other guests and the tour guide throughout the trip, are all important points to list here. Creating a simple and straightforward code of conduct that applies to all guests can help to set a standard and expectations on behavior.Also, outline what steps you'll take if a guest fails to follow the basic behavioral codes of conduct. For example, the tour guide has the right to ask a guest to leave the tour or activity if they are not behaving responsibly. The company may also have the right to cancel all future bookings or reservations by a disruptive customer at their discretion.

List the basic steps a customer can take to file a complaint in the event they are unhappy with the tour or need something resolved during the tour. This section can include a customer service phone number and email address, as well as step-by-step directions for filing a formal complaint when the customer goes home.

DATA PROTECTION

If you collect data from your customers, such as their email address, IP address, or other information for marketing purposes, make sure to include your data protection and privacy policy somewhere in this document. Entrepreneur Magazine recommends checking to see whether your state laws require full disclosure of the privacy policy, such as the California Online Privacy Protection Act of 2003.

OTHER CONSIDERATIONS

Some other topics you may consider adding to your terms and conditions pages are:

• Publicity and image use rights—all photos taken by the company during a tour are the company's property and may be used for marketing purposes without the customer's permission
• Email communications policy—agreement to receive emails from the company about a reservation, company updates, special offers, etc.
• Accuracy of information listed on the website—website material or content can be changed at any time at the company's discretion

Your Terms and Conditions page needs to be clearly visible on your website and needs to be reviewed by the customer before completing a booking or signing a contract for a reservation. Make sure to include a link to this page during the checkout process so the customer has a chance to review it before they are able to complete the booking. If you are completing the transaction in person, have a physical copy of this document available for the customer to review and sign before they complete the reservation. This way, everything is documented and there are no questions.

Read about Dylan's Tours and how they became one of the largest operators in San Francisco

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Customer terms of service

Table of contents, a. all travel experiences, b. accommodations, c. attractions, d. car rentals, f. private and public transportation, booking.com dictionary.

• Previous terms of service

A1. Definitions

A2. about these terms, a3. about booking.com, a4. our platform, a5. our values, a7. payment, a8. policies, a9. privacy and cookies, a10. accessibility requests, a11. insurance, a12. genius, a13. rewards, credits, & wallet, a14. intellectual property rights, a15. what if something goes wrong, a16. communication with the service provider, a17. measures against unacceptable behavior, a18. limitation of liability, a19. arbitration agreement, a20. linked travel arrangements.

1. Some of the words you’ll see have very specific meanings, so check out the “ Booking.com dictionary ” at the end of these Terms.

1. When you complete your Booking, you accept these Terms and any other ones that you’re provided with during the booking process. These Terms include an agreement to mandatory, binding individual arbitration, which means that you agree to submit most disputes related to our Platform, the use of the services on our Platform, or these Terms, to binding arbitration rather than proceeding in court. You may opt-out of this arbitration agreement only by following the procedures in A19 below. These Terms also include the waiving of any class action or jury trial.

2. If anything in these Terms is (or becomes) invalid or unenforceable:

• it will still be enforced to the fullest extent permitted by law
• you will still be bound by everything else in the Terms.

3. These Terms are laid out like this:

• Section A: General terms for all types of Travel Experiences.

Sections B to F: Specific terms for just one type of Travel Experience:

• Section B: Accommodations
• Section C: Attractions
• Section D: Car rentals
• Section E: Flights
• Section F: Private and public transportation
• If there’s any discrepancy between general and specific terms, the specific terms will apply.

4. The English version of these Terms is the original. If there’s any dispute about the Terms or any discrepancy between the Terms in English and another language, the Terms as they appear in English will apply. (You can change the language at the top of this page.)

1. When you book an accommodation, flight, or attraction, Booking.com B.V. provides and is responsible for the Platform, but not the Travel Experience itself (see A4.4 below).

2. When you book a rental car or private or public transportation, Booking.com Transport Limited provides and is responsible for the Platform, but not the Travel Experience itself (see A4.4 below).

3. We work with companies that provide local support services (e.g. Customer Support or account management). They don’t:

• control or manage our Platform
• have their own Platform
• have any legal or contractual relationship with you
• provide Travel Experiences
• represent us, enter into contracts, or accept legal documents in our name
• operate as our “process or service agents.”

1. We take reasonable care in providing our Platform, but we can’t guarantee that everything on it is accurate (we get information from the Service Providers). To the extent permitted by law, we can’t be held responsible for any errors, any interruptions, or any missing bits of information, though we will do everything we can to correct/fix them as soon as we can.

2. Our Platform is not a recommendation or endorsement of any Service Provider or its products, services, facilities, vehicles, etc.

3. We’re not a party to the terms between you and the Service Provider. The Service Provider is solely responsible for the Travel Experience.

4. To make a Booking, you may need to create an Account. Make sure all your info (including payment and contact details) is correct and up to date, or you might not be able to access your Travel Experience(s). You’re responsible for anything that happens with your Account, so don’t let anyone else use it and keep your username and password secret.

5. We’ll show you the offers that are available to you, in (what we think is) the right language for you. You can change to another language whenever you like.

6. Unless otherwise indicated, you need to be at least 16 to use the Platform.

1. You will:

• abide by Our values
• comply with all applicable laws
• cooperate with any anti-fraud/anti-money laundering checks we need to carry out
• not use the Platform to cause a nuisance or make fake Bookings
• use the Travel Experience and/or Platform for their intended purpose
• not cause any nuisance or damage, and not behave inappropriately to the Service Provider’s personnel (or anyone else, for that matter).

1. When you make a Booking, you agree to pay the cost of the Travel Experience, including any taxes and charges that may apply.

2. Some of the prices you see may have been rounded to the nearest whole number. The price you pay will be based on the original, “non-rounded” price (although the actual difference will be tiny anyway).

3. Obvious errors and misprints are not binding. For example, if you book a premium car or a night in a luxury suite that was mistakenly offered for $1, we may simply cancel that Booking and refund anything you’ve paid.

4. A crossed-out price indicates the price of a like-for-like Booking without the price reduction applied (“like-for-like” means same dates, same policies, same quality of accommodation/vehicle/class of travel, etc.).

1. For some products/services, the Service Provider will require an Upfront Payment and/or a payment taken during your Travel Experience.

• If we organize your payment, we (or in some cases our affiliate in the country your payment originates from) will be responsible for managing your payment and ensuring the completion of your transaction with our Service Provider. In this case, your payment constitutes final settlement of the “due and payable” price.
• If the Service Provider charges you, this will usually be in person at the start of your Travel Experience, but it could also be (for example) that your credit card is charged when you book, or that you pay when you check out of your Accommodation. This depends on the Upfront Payment policy of the Service Provider as communicated to you in the booking process.

2. If the Service Provider requires an Upfront Payment, it may be taken or pre-authorized when you make your Booking, and it may be non-refundable. Before you book, check the Service Provider’s Upfront Payments policy (available during the booking process), which we don’t influence and aren’t responsible for.

3. If you know of or suspect any fraud or unauthorized use of your Payment Method, contact your payment provider, who may cover any resulting charges, possibly for a fee.

4. If the currency selected on the Platform isn't the same as the Service Provider's currency, we may:

• show prices in your own currency
• offer you the Pay In Your Own Currency option.

You’ll see our Currency Conversion Rate during check-out, in the Booking details of your Account, or (if you don’t have an Account) in the email we send you. If we charge you fees in connection with any such services, you’ll find the fee expressed as a percentage over European Central Bank rates. Your card issuer may charge you a foreign transaction fee.

5. We’ll store your Payment Method details for future transactions after collecting your consent.

1. When you make a Booking, you accept the applicable policies as displayed in the booking process. You'll find each Service Provider's cancellation policy and any other policies (e.g. age requirements, security/damage deposits, additional supplements for group Bookings, extra beds, breakfast, pets, cards accepted, etc.) on our Platform, on the Service Provider information pages, during the booking process, in the fine print, and/or in the confirmation email or ticket (if applicable).

2. If you cancel a Booking or don’t show up, any cancellation/no-show fee or refund will depend on the Service Provider’s cancellation/no-show policy.

3. Some Bookings can’t be canceled for free, while others can only be canceled for free before a deadline.

4. If you book a Travel Experience by paying in advance (including all price components and/or a damage deposit if applicable), the Service Provider may cancel the Booking without notice if they can't collect the balance on the date specified. If they do, any non-refundable payment you’ve made will only be refunded at their discretion. It's your responsibility to make sure the payment goes through on time, that your bank, debit card, or credit card details are correct, and that there's enough money available in your account.

5. If you think you won’t arrive on time, contact your Service Provider and tell them when they can expect you so they don't cancel your Booking. If you’re late, we are not liable for the consequences (e.g. the cancellation of your Booking or any fees the Service Provider may charge).

6. As the person making the Booking, you are responsible for the actions and behavior (in relation to the Travel Experience) of everyone in the group. You’re also responsible for obtaining their permission before providing us with their personal data.

1. If you book an accommodation, flight, or attraction, read our Privacy and Cookie Notice for more info on privacy, cookies, and how we might contact you and process personal data

2. If you book ground transport, read the Rentalcars.com Privacy Statement , Cars.booking.com Privacy Statement , or Taxi.booking.com Privacy Statement to find out how we process your personal data.

1. If you have any accessibility requests:

• about our Platform and/or services, contact our Customer Service team
• about your Travel Experience (wheelchair access, walk-in baths, etc.), contact your Service Provider or the airport, train station, etc.

1. If you bought insurance through our Platform, refer to the policy document(s) for the terms and for further info. These Terms do not apply to insurance.

1. The Genius rate is a discounted rate offered by participating Service Providers for certain products/services.

2. Genius rates are for members of the Booking.com Genius program. There are no membership fees, and it’s easy to become a member – just create an Account. Membership and rates are non-transferable. Membership is linked to a specific Account. Membership can also be linked to specific campaigns or incentives.

3. There are different “Genius Levels” based on how many Accommodation Bookings you’ve made in a given period. Each level provides different travel rewards.

4. We may change any feature of the Genius program, including the membership levels and the way the program is structured.

5. For more details, visit https://www.booking.com/genius.html .

1. We may issue Rewards to you—at our sole discretion and subject to—(a) the terms here in A13 and (b) any Individual Reward Criteria that apply. If we make a clerical error (i) in calculating your Rewards or (ii) in converting currencies related to your Rewards, we can always change or correct any balances shown.

2. How to get Rewards. You might, for example, get a Reward by booking at a participating hotel or by making a certain number of Bookings in a given time period. When a Reward is available, we’ll explain what the specific conditions are and how to use it.

3. Where to find your Rewards. Once you’ve received one or more Rewards, you’ll find a “Rewards and Wallet” link in your Booking.com Account menu. Under the “Rewards” tab, you’ll see all the Rewards you’ve earned, what actions (if any) still need to be taken to obtain the Reward(s), and any other terms and conditions.

4. Types of Rewards. Rewards give you (a) Credits in your Wallet or (b) something different (e.g. a Credit Card Cashback or a coupon). We’ll explain each Reward at the appropriate time.

5. How to get Credits. Credits are usually issued as a result of getting a Reward. But we may issue Credits for other reasons, for example, if your Travel Experience didn’t live up to our usual high standards.

6. Where to find your Credits. Once you’ve received some Credits, you’ll find a “Rewards and Wallet” link in your Booking.com Account menu. Under the “Wallet” tab, you’ll see your total Credits balance (split into Travel Credits and Cash Credits if you have both kinds). You’ll see when Credits were received or spent, and when they’ll expire. If you have Cash Credits, you’ll also see a link to cash them out.

7. Types of Credits. Travel Credits can only be spent on certain Travel Experiences. We’ll show you which Travel Experiences you can pay for with Travel Credits (which specific accommodations, attractions, car rentals, etc.). Cash Credits can be cashed out to your Payment Method (click “Withdraw Cash Credit”), or spent on any Travel Experience that you can pay for with Travel Credits.

8. To receive any type of Rewards, you must, when qualifying for and using the Credits:

• have an Account with us
• be at least 18 years old
• meet the Individual Reward Criteria
• not violate the Rewards & Wallet Terms, and
• have a valid credit card to qualify for Credit Card Cashback Rewards.

9. When a Reward is available, the Individual Reward Criteria will explain how (and if) you qualify for it. There may be:

• time-sensitive restrictions (e.g. offers with expiration dates)
• platform restrictions (e.g. promotional codes that can only be used in our app)
• property restrictions (e.g. offers that can only be used with specific Service Providers)
• a minimum spend (e.g. a Reward that you’ll only earn when you spend at least a certain amount on a Booking)
• a maximum Reward value (for either monetary or non-monetary Rewards).

10. Rewards can’t be sold, encumbered, or transferred in any way to a third party. In the event of an Account holder’s death, their Account will be closed and their Rewards (if any) will be canceled.

11. You can put either Cash Credits or Travel Credits toward the cost of an eligible Travel Experience on a participating Platform (e.g. www.booking.com or a Group Company website).

12. If that Travel Experience costs less than you have in Credits, your unused Credits will remain available in your Wallet.

13. If that Travel Experience costs more than you have in Credits, you must make up the rest of the cost in time, using another accepted Payment Method, or your purchase will be canceled and your Credits returned to your Wallet.

14. If you have various Credits with more than one expiration date, the Credits with the earliest expiration date will be used first.

15. If you cancel a Travel Experience that you’ve paid for (in part or in full) with Credits, the Service Provider’s cancellation policy will determine whether or not your money and/or Credits are refunded. Our Customer Service team will be able to refund any Credits that you may be entitled to.

16. You can cash out Cash Credits (but not Travel Credits) to a Payment Method.

17. Your Wallet’s default currency is determined by your location, residency, or another currency we may elect. If you get any Credits or Credit Card Cashbacks in another currency, we’ll convert them to your default currency, or another currency we may elect, using our Currency Conversion Rate.

18. If a Reward was issued because you booked a Travel Experience, any associated Credits that haven’t been used will be deleted from your Wallet if that Travel Experience is canceled.

19. We reserve the right to cancel any Reward that was obtained by fraud.

20. If you didn’t receive a Reward that you should have, contact our Customer Service team no more than 12 months after you did what you believe qualified you for it. Please provide any supporting documentation you have. If you don’t do this within 12 months, you won’t be able to claim the Reward.

21. All Credits have an expiration date, which you’ll find in the “Credits” section of your Wallet.

22. All data, including personal data, will be processed in accordance with our privacy policy and applicable data protection laws and regulations. It will be shared with Group Companies or Service Providers as required by the Wallet program. Lost, stolen, or expired Rewards will not be replaced.

23. Your obligations:

• You’re responsible for making sure that all information is (and stays) correct, complete, and up to date
• If we ask you for proof of ID, please provide it within 30 days
• You’re responsible for keeping your Wallet sign-in details safe and secure.

24. If you don’t adhere to the rules in this section, we may automatically suspend or cancel your Wallet.

25. You may not use your Wallet or Rewards in any way that is misleading, unfair, or harmful.

26. We may set off/settle any or all of your Credits against any claim we (or a Group Company) have against you. We may do this at any time, and without advance notice.

27. We may change, suspend, or end any aspect of the Wallet, Rewards, and Credits. In particular, we might change:

• these Rewards & Wallet terms
• which users we allow to have a Wallet
• which Rewards or Credits we provide
• the expiration dates of any Rewards or Credits
• any Individual Reward Criteria.

28. We’ll make reasonable efforts to give you prior notice if we make any changes or stop providing Wallets altogether.

29. If we stop providing Wallets, all Credits and Rewards that haven’t expired will be valid for another 12 months.

1. Unless otherwise stated, all rights in our Platform (technology, content, trademarks, look and feel, etc.) are owned by Booking.com (or its licensors), and by using our Platform, you agree to do so for its intended purpose only and to respect the conditions set out below in paragraphs A14.2 and A14.3.

2. You’re not allowed to monitor, copy, scrape/crawl, download, reproduce, or otherwise use anything on our Platform for any commercial purpose without written permission of Booking.com or its licensors.

3. We keep a close eye on every visit to our Platform, and we’ll block anyone (and any automated system) we suspect of:

• conducting an unreasonable amount of searches
• using any device or software to gather prices or other information
• doing anything that places undue stress on our Platform.

4. By uploading any picture to our Platform (e.g. for a review), you’re confirming that it complies with our criteria and that:

• it’s truthful (e.g. you haven’t altered the picture or uploaded one of a different property)
• it doesn’t contain any viruses
• you’re allowed to share it with us
• we’re allowed to use it on our platform and in relation to further commercial purposes (including in a promotional context), everywhere, forever. (If you let us know we can no longer use it, we’ll consider any such reasonable request)
• it doesn’t infringe the privacy rights of other people
• you accept full responsibility for any legal claims against Booking.com related to it.

5. Just to be clear, we’re not responsible or liable for any picture uploaded to our Platform, and we’re allowed to remove any picture at our discretion (e.g. if a picture does not meet the above criteria).

1. If you have a question or complaint, contact our Customer Service team. You can do so by accessing your Booking through our app or through our Help Center (where you’ll also find some useful FAQs). You can help us help you as quickly as possible by providing:

• your Booking confirmation number, your contact details, your PIN (if you have one), and the email address you used when booking
• a summary of the issue, including how you’d like us to help you
• any supporting documents (e.g. bank statement, pictures, receipts, etc.)

2. All questions and complaints are recorded, and the most urgent ones are treated as highest priority.

3. If you're a resident of the European Economic Area and aren’t happy with the way we handle your complaint, you may be able to complain via the European Commission's ODR (Online Dispute Resolution) platform ( ec.europa.eu/odr ). It depends on what your complaint was about:

• if it was about an accommodation, flight, or attraction, you can use that ODR platform
• if it was about ground transport, you can’t (because ground transport is booked with Booking.com Transport Limited, and the UK has left the EU).

4. If you’re a resident of the Czech Republic and aren’t happy with the way we handle your complaint, you can complain to the Czech Trade Inspection Authority: Central Inspectorate, ADR Department, registered office Štěpánská 15, Prague 2, postal code: 120 00, email: [email protected], https://www.coi.cz/informace-o-adr/ .

5. If you’re a resident of Brazil and aren’t happy with the way we handle your complaint, you can complain via the Brazilian Federal Consumer Dispute Resolution Platform ( consumidor.gov.br/ ).

6. We try to resolve disputes internally, and aren’t obliged to submit to any alternative dispute resolution procedures handled by independent providers.

1. We may help you communicate with your Service Provider, but we can’t guarantee that they’ll read anything from you or that they’ll do what you ask. In itself, the fact that you contact them or that they contact you doesn’t mean you have any grounds for legal action.

1. We have the right to stop you from making any Bookings, to cancel any Bookings you’ve made, and/or to stop you from using our Platform, our Customer Service, and/or your Account. Of course, we’ll only do this if in our opinion there’s a good reason to, such as:

• fraud or abuse
• non-compliance with Our values or with applicable laws or regulations
• inappropriate or unlawful behavior (e.g. violence, threats, invasion of privacy) in relation to us, any of the companies we work with – or anyone else, for that matter.

2. If we cancel a Booking as a result, you won’t be entitled to a refund. We may tell you why we canceled your Booking, unless telling you would (a) contravene applicable laws and/or (b) prevent or obstruct the detection or prevention of fraud or other illegal activities. If you believe we incorrectly canceled your Booking, contact our Customer Service team.

1. These terms limit only our liabilities under applicable law. Nothing in these terms will limit our (or the Service Provider’s) liability for our (or their) own (i) negligence that leads to death or personal injury or (ii) fraud or fraudulent misrepresentation, gross negligence, or willful misconduct. Booking.com shall not be liable for any losses outside of the rights and responsibilities described in this section, unless said losses are caused by Booking.com’s breach of these terms. As a non-limiting example, Booking.com shall not be liable for any:

• indirect or consequential loss or damage
• loss of profits, use, data, revenues, business opportunities, or goodwill
• special, punitive, or exemplary damages
• inaccurate information about a Service Provider
• product, service, or action of a Service Provider or other business partner
• mistake in an email address, phone number, or credit card number (unless it’s our fault)
• force majeure or event beyond our control.

2. If you are in breach of these Terms and/or the Service Provider’s terms, to the extent permitted by law:

• we will not be liable for any costs you incur as a result, and
• you won’t be entitled to any refund.

3. The cost of your Booking, shown in your confirmation email, is the most we, or any Service Provider, will be liable for, whether for one event or a series of events. These liability limitations shall apply to all forms of legal action, whether related to contract, tort, negligence, strict liability, or any other legal action.

4. Unless expressly stated herein, Booking.com makes no representations, warranties, or commitments related to Service Providers’ products or services. We accept no liability for ensuring that said products or services are appropriate for the client’s objectives. You alone assume responsibility for this. To the fullest extent permitted by law, Booking.com disclaims all representations and warranties, including, but not limited to, warranties of merchantability and fitness for a particular purpose. Booking.com does not warrant or make any representations that its website will operate error-free or uninterruptedly, that defects will be corrected, or that the website and/or its servers will be free of viruses and/or other harmful components. Booking.com does not warrant or make any representations regarding suitability, availability, accuracy, reliability, or timeliness of any material of any kind on the website for any purpose, including software, services, information, text, and related graphics content. You agree that you will make use of the Booking.com website and services at your own risk. You understand and accept that Booking.com is not responsible or liable for any misuse or unauthorized use of its website or services, or for any consequences arising out of such misuse or unauthorized use.

5. Just to be clear, nothing in these Terms will entitle any third party other than the Service Provider to anything.

Please read this arbitration agreement carefully. It may impact your rights. This agreement stipulates that most disputes shall be resolved through binding arbitration instead of through any legal actions. This arbitration agreement shall remain in effect after the termination of the Terms.

Booking.com is committed to customer satisfaction. Booking.com will make its best efforts to resolve all customer concerns or problems related to our services. Customers may pursue a claim against Booking.com, as explained in this arbitration agreement, for any unresolved concern or problem. The arbitration agreement stipulates: (1) the initial process for you to follow in reporting your claim to Booking.com prior to filing any arbitration or lawsuit in accordance with this arbitration agreement; and, if Booking.com is unable to resolve your claim, (2) the recourse available to you in arbitration or, in limited circumstances, in court.

1. Governing Law and Jurisdiction

Booking.com and you agree that this arbitration agreement is evidence of a transaction in interstate commerce and will be interpreted and enforced in accordance with the U.S. Federal Arbitration Act and federal arbitration law, and not governed by state law. This arbitration agreement, and these Terms, are made under and will be governed by and interpreted in accordance with New York law, consistent with the Federal Arbitration Act, regardless of conflict of law rules. If New York law cannot be applied to the dispute in the customer’s jurisdiction due to applicable local law, then the laws of the jurisdiction’s country, state, or other place of residence will govern the dispute. Any disputes or claims not subject to arbitration, as set forth in this section, will be resolved exclusively in the federal or state courts of New York, New York, and you and we consent to personal jurisdiction in those courts. In cases where applicable local law prevents a dispute from being resolved in the New York courts, local courts shall have jurisdiction.

This arbitration agreement is intended to be given the broadest interpretation and application in order to encompass all disputes or Claims (as defined below) that may arise between us. By using this Platform, you agree that any and all Claims (as defined below) arising out of or relating to your use of this Platform, or other services provided by Booking.com or by the support companies in connection with your use of this Platform (including the interpretation and scope of this arbitration agreement and the arbitrability of the dispute), or your relationship with us or any subsidiary, parent or affiliate company or companies (whether based in contract, tort, statute, fraud, misrepresentation, or any other legal vehicle) unless expressly excluded from arbitration as set forth below (each a “Claim” and collectively “Claims”), will be resolved via mandatory, binding arbitration.

3. Opt Out Procedure

Notwithstanding the above, you may opt out of this binding arbitration agreement within 30 days after this arbitration agreement comes into effect (the “Opt Out Deadline”). This will be the earliest of (a) the date you first used Booking.com’s Platform, (b) the date you first used Booking.com’s services, or (c) the date of your first transaction with Booking.com. You may opt out of the arbitration agreement by sending Booking.com a written notice through the Dispute Resolution page with the message: “ Arbitration -- Opt-Out Notice ”.

In order to validly terminate the arbitration agreement, Booking.com must receive your opt out notice using the form available on its Dispute Resolution page, and with the correct message, no later than 3 days after the Opt Out Deadline. You agree that you must pursue any and all Claims in arbitration if Booking.com does not receive an opt-out notice from you, or if Booking.com receives an opt-out notice from you more than 3 days after the Opt Out Deadline.

Nothing in this arbitration agreement shall be interpreted as creating any rights that do not otherwise exist under the law, or as constituting any waiver of any personal jurisdiction defense, nor shall this arbitration agreement give the customer the right to pursue any claim for relief that is not in compliance with the law.

4. Pre-Dispute Resolution

Prior to initiating any dispute or Claim, as discussed further below, you must first give Booking.com an opportunity to resolve any complaints by submitting them in writing through the form available on Booking.com’s Dispute Resolution page (the “ Internal Review Procedure ”). Your message through Booking.com’s Dispute Resolution page beginning the Internal Review Procedure must contain the following information: (1) your name, (2) address, (3) the email address used to make the reservation, (4) the reservation number, (5) the date of the reservation, (6) the name of the property reserved, (7) a brief description of the nature of the complaint, and (8) the resolution sought (together, the “ Required Information ”). Additionally, the message must start with “ Request Under Arbitration Agreement .” If your message does not start with this text, or if it does not contain all of the Required Information (or an explanation of why you are unable to include any of the Required Information), then the Internal Review Procedure shall be without effect, and must be reinitiated before any arbitration or other legal action against Booking.com. This requirement is intended to inform Booking.com that you have a dispute to be resolved. If Booking.com does not resolve the complaint within 60 days of the initiation of the Internal Review Procedure, you shall be entitled to seek relief as stipulated in this arbitration agreement.

5. Arbitration Procedure

Arbitration shall be initiated through and administered by the American Arbitration Association (“AAA”). Should the AAA decline to administer the arbitration or otherwise be unable to administer the arbitration for any reason, you agree that Booking.com shall select an alternative arbitration forum, and that you will agree in writing to administration of the arbitration by the alternative arbitration forum selected by Booking.com.

Booking.com agrees to pay all filing, administration, and arbitrator fees, other than the initial filing fee to be paid by you, and if your Claim is for less than $1,000, Booking.com shall reimburse you for the filing fee upon written request for reimbursement with documentation of insufficient funds to pay the fee. In the event that you are able to demonstrate that the costs of arbitration would be prohibitive as compared to costs of litigation, Booking.com will pay as much of the customer’s filing fee in connection with the arbitration as the arbitrator deems necessary in order to prevent the arbitration from being cost-prohibitive as compared to the costs of litigation. In all other cases, we will each bear the fees and expenses for our respective attorneys, experts, witnesses, and for preparation and presentation of evidence at the arbitration.

Arbitration will be conducted in accordance with the AAA’s rules, including the AAA’s Consumer Arbitration Rules (as applicable), as modified by this arbitration agreement. If there is a conflict between the AAA’s rules and this arbitration agreement, the terms of this arbitration agreement shall govern. AAA rules and information about arbitration and fees are available online at www.adr.org or by calling the AAA at 1-800-778-7879.

The arbitration will be conducted by one arbitrator, who will be appointed by the AAA. The customer agrees that the arbitration will be conducted in the English language. For claims under $25,000, the arbitration will not involve any personal appearance by the parties or witnesses but will instead be conducted based solely on written submissions, unless the customer requests an in-person or telephone hearing, or the arbitrator determines that an in-person or telephone appearance is required. Hearings by telephone shall be preferred, unless the arbitrator determines that a party’s right to a fundamentally fair process would be impaired without an in-person hearing. In the case of an in-person hearing, the hearing shall be conducted in a mutually convenient location. Booking.com will ordinarily request that the hearing be held in New York, New York. You may petition the arbitrator to select an alternative location for the hearing. The arbitrator’s selection of a hearing location shall be final and binding. You agree that, in the event of an in-person hearing, any Booking.com B.V. employee or affiliate who is based outside of the United States and who is participating in the hearing, may participate by telephone or video conference, and his or her physical presence shall not be required.

Any arbitration shall be confidential, and neither Party may disclose the existence, content, or results of any arbitration, except as may be required by law or for purposes of enforcement of the arbitration award. Judgment on any arbitration award may be entered in any court having proper jurisdiction.

Ordinarily, pre-hearing information exchanges will be limited to the reasonable production of non-privileged documents directly relevant to the dispute. Unless the arbitrator determines that an additional form of information exchange is necessary to provide for a fundamentally fair process, those documents will be limited to your booking and communications directly related to that booking among you, Booking.com, and the accommodation(s) that are the subject of your dispute with Booking.com. Any issues regarding discovery, or the relevance or scope thereof, shall be determined by the arbitrator, and the arbitrator’s determination shall be conclusive.

6. Arbitration Award

The arbitrator will have the power to grant declaratory or injunctive relief, whether interim or final, only in favor of you individually and only to the extent necessary to provide relief warranted by your individual claim without affecting other Booking.com customers, and any provisional measures ordered by the arbitrator may be enforced by any court of competent jurisdiction. Nothing in these Terms will prevent you from seeking public injunctive relief separately from arbitration in court pursuant to these Terms, and any such application will not be deemed incompatible with the arbitration agreement to arbitrate or as a waiver of the right to arbitrate your individual claims. You and Booking.com agree that any proceedings seeking a remedy of public injunctive relief will proceed after the arbitration of all Claims that can be arbitrated, remedies, or causes of action, and will be stayed pending the outcome of the arbitration pursuant to section 3 of the Federal Arbitration Act.

7. Exceptions to arbitration agreement

You and Booking.com each agree that the following causes of action and/or claims for relief are exceptions to the Claims covered by the arbitration agreement and will be brought in a judicial proceeding in a court of competent jurisdiction (as outlined in this arbitration agreement): (i) any claim or cause of action alleging actual or threatened infringement, misappropriation, or violation of a party’s copyrights, trademarks, trade secrets, patents, or other intellectual property rights; (ii) any claim or cause of action seeking emergency injunctive relief based on exigent circumstances (e.g., imminent danger or commission of a crime, hacking, cyber-attack); or (iii) a request for the remedy of public injunctive relief, where such remedies are permitted and cannot be waived by applicable law. In addition, to the extent your dispute or Claim qualifies under applicable law, you may elect to proceed in small claims court.

8. Class Action Waiver

In addition to the above, YOU AND WE EACH AGREE THAT ANY PROCEEDING, WHETHER IN ARBITRATION OR IN COURT, WILL BE CONDUCTED ONLY ON AN INDIVIDUAL BASIS AND NOT IN A CLASS, CONSOLIDATED OR REPRESENTATIVE ACTION, EXCEPT FOR ACTIONS FOR INJUNCTIVE RELIEF AS DESCRIBED BELOW AND IN THIS PARAGRAPH. Upon motion of one or more interested parties, and after providing all other interested parties an opportunity to be heard, the arbitrator may, at their discretion, coordinate more than one arbitration proceeding initiated under this arbitration agreement, in order to promote efficiency in discovery and to avoid inconsistent legal rulings. In the interest of clarity, any coordination under the preceding sentence will be limited only to currently-pending arbitrations initiated under this arbitration agreement, and the arbitrator may not preside over any form of a representative or class proceeding. All parties will retain the right to request an individualized hearing.

If a court or arbitrator determines, in an action between you and us, that this class action waiver is unenforceable, this arbitration agreement will not apply to you. If you opt out of the arbitration agreement as specified above, this class action waiver will not apply to you. Neither you, nor any other customer, can be a class representative, class member, or otherwise participate in a class, consolidated or representative proceeding without having complied with the opt-out procedure set forth above.

9. Jury Waiver

IF FOR ANY REASON A CLAIM PROCEEDS IN COURT RATHER THAN THROUGH ARBITRATION, YOU AND WE EACH WAIVE ANY RIGHT TO A JURY TRIAL.

• after selecting and paying for one travel service, you book additional travel services for your trip or vacation during the same visit to the Platform; or
• you book additional travel services for your trip or vacation via a link provided to you by us no later than 24 hours after receiving confirmation of your initial Booking with us,

you will NOT benefit from rights applying to packages under the EU’s Directive (EU) 2015/2302 or the UK's Package Travel and Linked Travel Arrangements Regulations 2018 (together, the "Package Travel Requirements"). Therefore, we will not be responsible for the proper performance of those travel services. For any issues, contact the relevant Service Provider.

2. In either of these cases, the travel services will become part of a linked travel arrangement and not a package. In that case, Booking.com has, as required by EU and UK law, protection in place to refund your payments to Booking.com for services not performed because of Booking.com's insolvency. This does not provide a refund in the event of the insolvency of the relevant Service Provider.

3. Booking.com has voluntarily extended this insolvency protection to customers outside of the EU and UK who have booked multiple travel services via Booking.com that constitute Linked Travel Arrangements within the meaning of the Package Travel Requirements. This extension only applies to payments received by Booking.com.

4. Booking.com has taken out insolvency protection by way of a bank guarantee with Deutsche Bank administered by Sedgwick International UK for any monies paid directly to Booking.com.

5. Travelers may contact Sedgwick International UK (60 Fenchurch Street, London EC3M 4AD, the United Kingdom, tel. +44 207 530 0600, email: [email protected]) if the services are denied because of Booking.com's insolvency.

6. Note: This insolvency protection does not cover contracts with parties other than Booking.com, which can be performed despite Booking.com's insolvency.

7. See Directive (EU) 2015/2302 as transposed into national law in the European Union or in the United Kingdom .

B1. Scope of this section

B2. contractual relationship, b3. what we will do, b4. what you need to do, b5. price and payment, b6. amendments, cancellations, and refunds, b7. what else do you need to know.

1. This section contains the specific terms for Accommodations products and services.

1. When you make a Booking, it’s directly with the Service Provider. We’re not a “contractual party” to your Booking.

2. Booking.com B.V. owns and operates the Platform.

3. Our Platform only shows Accommodations that have a commercial relationship with us, and it doesn’t necessarily show all their products or services.

4. Information about Service Providers (e.g. facilities, house rules, sustainability measures) and their Travel Experiences (e.g. prices, availability, and cancellation policies) is based on what they provide to us. They’re responsible for making sure it’s accurate and up to date.

1. We provide the Platform on which Service Providers can promote and sell their Accommodations, and you can search for, compare, and book them.

2. Once you’ve booked your Accommodation, we will provide you and the Service Provider with details of your Booking, including the names of the guest(s).

3. Depending on the terms of your Booking, we may be able to help you change or cancel it if you want.

1. Fill in all your contact details correctly, so we and/or the Service Provider can provide you with info about your Booking and, if necessary, contact you.

2. Read these Terms and the terms displayed during the booking process carefully.

3. Take care of the Accommodation and its furniture, fixtures, electronics, and other contents, and leave things in the same state they were in when you got there. If anything is broken, damaged, or lost, make sure you report it to the staff there as soon as you can, before you check out.

4. Maintain the security of the Accommodation and its contents during your stay. So, for example, don’t leave doors or windows unlocked.

1. See “Prices” (A6) and “Payment” (A7) above.

1. See “Policies” (A8) above.

• We Price Match

1. We want you to get the best possible price every time. If, after you've booked your Accommodation with us, you find the same Accommodation (with the same conditions) for less on another website, we promise to refund the difference, subject to the We Price Match terms and conditions.

Partner offer

2. Some offers on our Platform are marked as “Partner offers,” which means they come to us through a Booking.com partner company, rather than straight from a Service Provider. Unless otherwise indicated, any Partner offer that you reserve:

• Must be paid for at the time of booking
• Can't be modified. However, if it offers free cancellation, you’ll be able to cancel it for free, as long as you do so in time.
• Can't be combined with any other offers (promotions, incentives, or rewards)
• Can't be scored or reviewed on our Platform.

Price incentives by Booking.com

3. Some of the price reductions you see are funded by us, not by the Service Provider. We simply pay some of the cost ourselves.

Damage policy

4. When you’re booking, you may see that some Service Providers refer to a “damage policy.” This means that if anyone in your group loses or damages anything:

• you should inform the Service Provider
• instead of charging you for it directly, the Service Provider will have 14 days to submit a damage payment request through our Platform, under your reservation number

if they do, we’ll tell you, then you can tell us if you have any comments and whether you agree with the charge – then:

• if you agree, we’ll charge you on their behalf
• if you disagree, we’ll look into it and decide whether or not to discuss it further*.
• 5. There’s a limit (displayed while you’re booking) to how much the Service Provider can charge you under the damage policy through our Platform.
• 6. Any payment you make would be between the Service Provider and you. We’d just be organizing it on the Service Provider’s behalf.
• 7. The damage policy doesn’t relate to general cleaning, ordinary wear and tear, any crimes (such as theft), or any non-physical “damages” (e.g. fines for smoking or bringing pets).
• 8. The Service Provider might require a “damage deposit” before or at check-in. If they do, we’ll tell you about it while you’re booking – but it has nothing to do with the “damage policy.” We won’t be involved in any financial settlement related to damage deposits.
• * If there’s any damage, the Service Provider can always decide to initiate a (legal) claim against you outside of the damage policy, in which case the limit (see 5 above) wouldn’t apply.

How we work

9. For info on reviews, ranking, how we make money (and more), check out How We Work .

C1. Scope of this section

C2. contractual relationship, c3. what we will do, c4. what you need to do, c5. price and payment, c6. amendments, cancellations, and refunds, c7. what else do you need to know.

1. This section contains the specific terms for Attractions products and services.

1. We do not (re)sell, offer, or provide any Attractions on our own behalf. When you book an Attraction, you enter into a contract directly with (a) the Service Provider or (b) a Third-Party Aggregator (if they’re reselling the Attraction), as disclosed during the booking process.

2. We act solely as the Platform and are not involved in the Third-Party Terms. We are not responsible for your ticket and (to the fullest extent permitted by law) have no liability to you in relation to your Booking.

1. We provide the Platform on which Service Providers and (from time to time) Third-Party Aggregators can promote and sell Travel Experiences, and you can search for, compare, and book them.

2. Once you’ve booked your Attraction, we’ll provide you and the Service Provider with details of the Booking. If the Service Provider needs more than your name, we’ll tell you at the time of booking.

1. You must fill in all your contact details correctly, so we and/or the Service Provider can provide you with information about your Booking and, if necessary, contact you.

2. You must read and agree to comply with our Terms and the Third-Party Terms (which will be displayed at check-out) and acknowledge that breaching them may lead to additional charges and/or the cancellation of your Booking.

1. When you book an Attraction, we’ll organize your payment. For details of how this works (including the related rights and obligations), see “Payment” (A7) above.

1. Please see “Policies” (A8) above.

1. For info on reviews, ranking, how we make money (and more), check out How We Work .

D1. Scope of this section

D2. contractual relationship, d3. what we will do, d4. what you need to do, d5. price and payment, d6. amendments, cancellations, and refunds, d7. what else do you need to know.

1. This section contains the specific terms for Car Rental products and services.

1. When you book a Rental, your Booking is either (a) with us or (b) directly with the Service Provider. Either way:

• our Terms govern the booking process. When we send you your Booking Confirmation, you’ll enter a contract with us
• the Rental Agreement governs the Rental itself. When you sign this at the rental counter, you’ll enter a contract with the Service Provider, but you’ll see and accept the key terms of it while you’re booking your car.

2. In most cases, you’ll get your Booking Confirmation as soon as you complete your Booking. However, if the Service Provider doesn't confirm your Rental immediately, we won’t take payment or send you your Booking Confirmation until they’ve done so.

3. If there’s any discrepancy between these Terms and the Rental Agreement, the Rental Agreement will apply.

1. We provide the Platform on which Service Providers can promote and sell their Travel Experiences, and you can search for, compare, and book them.

2. We don’t guarantee the precise make and model you’re booking (unless we expressly say so). The phrase “or similar” means you could get a similar car (i.e. the same size, type of transmission, etc.). The car pictures are illustrative only.

3. Once you’ve booked your Rental:

• we’ll give the Service Provider the Booking details (e.g. the Main Driver's name and phone number)
• we’ll provide you with Pick-up information (e.g. the Service Provider's contact details, and info on what you need to take with you).

1. You must provide all the information we need to arrange your Booking (e.g. contact details, pick-up time, etc.).

2. You must read and agree to comply with these Terms and the Rental Agreement, and acknowledge that if you breach them:

• you might have to pay additional charges
• your Booking might be canceled
• the staff might refuse to hand over the keys at the rental counter.

3. You must check your Rental's specific requirements, as many details (e.g. driver’s license requirements, security deposit size, paperwork needed, payment cards accepted, etc.) vary per Rental. Make sure you carefully read:

• these Terms
• the key terms of the Rental Agreement, which you'll see while you’re booking, and
• the Rental Agreement itself, which you'll receive at Pick-up.

4. You must be at the rental counter by your pick-up time. If you’re late, the car may no longer be available, and you won’t be entitled to a refund. If you think you might be late, contact the Service Provider or us, even if it's because of a flight delay and you’ve provided your flight number.

5. The key terms of your Rental tell you what the Main Driver needs at pick-up. You must ensure that when they get to the rental counter, they bring everything they need (e.g. driver’s license, required ID, and a credit card in their own name, with enough available funds to cover the security deposit).

6. You must make sure the Main Driver is both eligible and fit (in the Service Provider’s opinion) to drive the car.

7. You must have all the documents (e.g. ID, driver’s license) that you need at pick-up.

8. You must show the counter staff each driver's full, valid driver’s license, which they must have held for at least 1 year (or longer, in many cases). If any driver has endorsements/points on their license, let us know as soon as possible, as the Service Provider may not allow them to drive.

9. You must ensure that any driver with a driver’s license issued in England, Scotland, or Wales obtains a license “check code” no more than 21 days before Pick-up.

10. You must ensure that every driver has their own International Driving Permit (if they need one) as well as their driver’s license. All drivers must carry their driver’s license (and International Driving Permit, if necessary) at all times.

11. You must ensure that every child has an appropriate child seat if they need one.

12. If anything goes wrong during your Rental (e.g. accident, breakdown, etc.), you must:

• contact the Service Provider
• not authorize any repairs without the Service Provider's consent
• keep all documentation (e.g. repair bills, police reports, etc.) to share with us/the Service Provider/an insurance company.

1. Booking.com Transport Limited is the merchant of record for your Booking. For details of our payment process, see “Payment” (A7) above.

Additional costs and fees

2. In many cases, the Service Provider will charge a young driver fee for each driver under a certain age (e.g. 25). In some cases, they may charge a senior driver fee for each driver over a certain age (e.g. 65). When booking on our Platform, you must enter the Main Driver's age, so we can show you details of any age-related fee(s), which you would pay at pick-up.

3. In many cases, the Service Provider will charge a one-way fee if you drop the car off at a different location. If you intend to do this, you need to enter the drop-off location while booking, so we can tell you if it’s possible, and show you details of any one-way fee, which you would pay at Pick-up.

4. In many cases, the Service Provider will charge a cross-border fee for taking the car to a different country/state/island. If you intend to do this, tell us and/or the Service Provider as soon as you can before pick-up.

5. The price of your Rental is calculated based on 24-hour units, for example, a 25-hour rental will cost as much as a 48-hour rental.

6. If after pick-up you decide you want to keep the car longer, contact the Service Provider. They'll tell you how much this would cost, and you'll enter a new contract with them directly. If you drop the car off late without agreeing this in advance, they may charge an additional fee as well.

7. In some cases, you'll pay for any optional extras (e.g. child seats, GPS, winter tires, etc.) when you book your car, in which case you're guaranteed to get them at pick-up.

8. In other cases, you'll simply request any extras when you book your car, in which case:

• you'll pay for them at Pick-up, and
• the Service Provider doesn't guarantee they'll be available for you.

1. We go above and beyond our legal obligations. Even though local laws don’t require us to offer specific cancellation rights, we guarantee that we will honor our refunds policy if you cancel your Booking.

2. The following “Cancellation and Amendments” terms apply to all Bookings apart from:

• Bookings with Dollar or Thrifty that were booked before January 26, 2021 (check your rental terms)
• Bookings that are labeled “non-refundable” (you cannot amend a non-refundable Booking, and won’t receive a refund if you cancel it).

Cancellations

3. If you cancel:

• MORE THAN 48 hours before your rental is due to start, you’ll receive a full refund.
• LESS THAN 48 hours before or while you’re at the rental counter, we’ll refund what you paid minus the cost of 3 days of your rental. There won’t be any refund if your car was booked for 3 days or less.
• AFTER your rental is due to start (or if you no-show), you’ll receive no refund.

4. The counter staff may refuse you the car if (for example):

• You don’t arrive on time
• You are not eligible to rent the car
• You don’t have the documentation you need
• The main driver doesn’t have a credit card in their own name, with enough available funds for the car’s security deposit.

If that happens, call us from the rental counter to cancel your Booking, and you’ll receive a refund, minus the cost of 3 days of your rental. Otherwise you won’t be entitled to a refund.

Amendments (changes to your Booking)

5. You can make changes to your Booking anytime before you’re due to pick the car up.

6. In most cases, the easiest way to do this is via our app or our website (under “Manage Booking”).

7. There is no administration fee for changing your Booking, but any changes you make may affect the rental price. Sometimes the only way we can change a Booking is to cancel it and make another one, in which case we may charge you a cancellation fee on the rental company’s behalf.

8. If changing your Booking would change the price or incur a cancellation fee, we will tell you in advance.

Changes made by us

9. If we/the Service Provider need to change your Booking (e.g. if the Service Provider can’t provide the car), we’ll tell you as soon as we can. If you don't accept that change, you’ll be entitled to cancel and claim a full refund (no matter how close the start of your Rental is) but we won’t have any additional liability for any direct or indirect costs you may incur (e.g. hotel room, taxis).

1. In all cases, drivers must be at least a minimum age to rent or drive a car. In some cases, they must also be below a maximum age. The limit(s) can vary by Service Provider, location, and type of car.

2. Only eligible drivers whose names appear on the Rental Agreement may drive the car.

3. You must not take the car to a different country/state/island and/or drop it off at a different location without arranging this in advance.

Late pick-up and early drop-off

4. If you pick your car up later (see D4.4 above) or drop it off earlier than agreed in your Booking Confirmation, the Service Provider will not refund you for the “unused” time.

5. For info on reviews, ranking, how we make money (and more), check out How We Work .

E1. Scope of this section

E2. contractual relationship, e3. what we will do, e4. what you need to do, e5. price and payment, e6. amendments, cancellations, and refunds, e7. what else do you need to know.

1. This section contains the specific terms for Flights products and services.

1. Most Flights on our Platform are provided via a Third-Party Aggregator, which acts as an intermediary to the airline(s).

2. When you make a Booking, it’s directly with the airline. We’re not a “contractual party” to your Booking. When booking, you enter into (i) an Intermediation Contract with the Third-Party Aggregator (for the ticket) and (ii) a Contract of Carriage with the airline (for the Flight itself).

3. If you book any extras (e.g. additional baggage, insurance, etc.), you’ll enter into a direct contract with the Third-Party Aggregator or another company. We will not be involved in this contract.

4. We act solely as the Platform and are not involved in the Third-Party Terms. We are not responsible for your ticket or any extras you may buy and (to the fullest extent permitted by law) have no liability to you in relation to your Booking.

2. Once you’ve booked your Flight, your Booking details (e.g. the names of the traveler(s)) will be provided to the Service Provider.

3. Depending on the Contract of Carriage, we may be able to help you change or cancel your Booking if you want to do so.

1. When you book a Flight, your payment will be organized by us, by the Third-Party Aggregator (or a party specified by them), or by a third party such as an airline. For details of how we organize payments (including the related rights and obligations), see “Payment” (A7) above.

1. You’ll find the cancellation policy in the Contract of Carriage, which is available while you’re booking your Flight.

2. There may be a fee for changing or canceling your Flight.

3. Airlines reserve the right to reschedule or cancel flights at their discretion.

4. Different tickets from the same airline may have different restrictions or include different services.

5. If you have any questions about changes, cancellations, or refunds, contact our Customer Service team .

1. Some airlines have “code share” agreements with other airlines. So you may buy your ticket from one airline (your “ticketing carrier”) but fly in a plane that’s owned by another airline (your “operating carrier”). In most cases like this, you’ll check in with your operating carrier, but confirm this with your ticketing carrier ahead of time.

2. While you’re booking your Flight, you’ll be informed if it’s a “code share” Flight.

Airline prohibited practices

3. Most airlines don’t allow people to buy tickets that include flights they don’t intend to use, for example, a round-trip ticket if the person doesn’t intend to use the return flight. For more examples, just enter “point-beyond ticketing,” “hidden-city ticketing,” or “back-to-back ticketing” into a search engine.

4. When you purchase a Flight, you agree not to do this, and to indemnify us against airline claims for any difference between the cost of your actual journey and the cost of the full journey specified on your ticket(s).

U.S. NOTICE - OVERBOOKING OF FLIGHTS:

Airline flights may be overbooked, and there is a slight chance that a seat will not be available on a flight for which a person has a confirmed reservation. If the flight is overbooked, no one will be denied a seat until airline personnel first ask for volunteers willing to give up their reservation in exchange for compensation of the airline's choosing. If there are not enough volunteers, the airline will deny boarding to other persons in accordance with its particular boarding priority. With few exceptions, including failure to comply with the carrier's check-in deadline, persons denied boarding involuntarily are entitled to compensation. The complete rules for the payment of compensation and each airline's boarding priorities are available at all airport ticket counters and boarding locations. Some airlines do not apply these consumer protections to travel from some foreign countries, although other consumer protections may be available. Check with your airline or your travel agent.

Use of flight segments

5. Most airlines require customers to use their flights in order. If you don’t take your first Flight, your airline may automatically cancel the rest of your itinerary.

6. If your airline does allow you to “skip” any Flights in your itinerary, make sure you cancel the Flight(s) you don’t want, in line with the cancellation policy. You may not be entitled to a full refund (or any refund) for these unused Flights.

One-way tickets

7. If you buy two one-way tickets rather than a single round-trip ticket:

• you’ll be making two separate Bookings, each with its own rules and policies
• any changes to one Flight will not affect the other, for example, if your initial Flight is canceled, you won’t be guaranteed a refund for your second Flight.

8. If you’re traveling abroad, you may need to prove to the check-in and/or immigration staff that you have a return Flight (see “International travel” below for more on passports, visas, etc.).

Charges, taxes, and fees

9. Your fare will include any taxes and fees charged by an airline or government (except entry/exit fees – see “Entry/Exit fees” below). You may be responsible for dealing with any retroactive change in the tax rate.

Service fees

10. Depending on which Flight you choose, you may be charged a service fee by us and/or the Third-Party Aggregator.

• Our service fee (if any) is a fee for using our Platform so you can buy a ticket from a Third-Party Aggregator. This fee includes any applicable VAT, GST, or similar taxes.
• The Third-Party Aggregator’s service fee (if any) is a fee for using them as an intermediary to the airline(s). This fee may include any applicable VAT, GST, or similar taxes.

11. The price of your ticket will include any service fee(s).

Fees for baggage and other extras

12. Your airline may charge for checked baggage, excess/overweight baggage, priority boarding, allocated seating, onboard entertainment, food and drink, and/or airport check-in.

13. If they do, the charge(s) will be on top of the price of your ticket (unless it’s expressly stated that your Flight includes the extra(s)).

SPECIAL BAGGAGE LIABILITY LIMITATIONS FOR U.S. TRAVEL: For domestic travel completely within the U.S., federal rules require any limit on a carrier’s baggage liability to be at least US $3,800 per passenger, or the amount currently mandated by 14 CFR 254.5.

Boarding Requirements

• You must comply with all applicable airline boarding requirements, which include check-in times and gate arrival times. You must arrive at the airport with enough time to complete all boarding requirements.
• Failure to comply with boarding requirements may result in the airline canceling your itinerary.

International travel

14. It’s your responsibility to:

• carry a valid passport and/or visa if required
• comply with any entry requirements
• find out if you need a visa to pass through a country that isn’t your final destination
• check with the relevant embassy in advance to see if there’s been any change in passport, visa, or entry requirements
• review any warnings or advice from your country of residence/origin before you go to/through a country or region.

15. By arranging travel to or from any location, we are not guaranteeing that it is without risk and, to the fullest extent permitted by law, we will not be liable for any resulting damages or losses.

16. It’s not a common practice, but international law allows “disinfection” of aircrafts to kill insects. To do this, personnel might spray the aircraft’s cabin with an aerosol insecticide while passengers are on board, or treat its interior surfaces with a residual insecticide while they’re not on board. Before you travel, we advise you to find out about disinfection, including where it might happen.

Advice to International Passengers on Limitations of Liability:

Passengers traveling to a final destination or a stop in a country other than the country of departure are advised that the provisions of an international treaty (the Warsaw Convention, the 1999 Montreal Convention, or other treaty), as well as a carrier's own contract of carriage or tariff provisions, may be applicable to their entire journey, including any portion entirely within the countries of departure and destination. The applicable treaty governs, and may limit, the liability of carriers to passengers for death or personal injury, destruction or loss of, or damage to, baggage, and for delay of passengers and baggage.

Additional protection can usually be obtained by purchasing insurance from a private company. Such insurance is not affected by any limitation of the carrier's liability under an international treaty. For further information, consult your airline or insurance company representative.

Dangerous Goods/Hazardous Materials

U.S. Federal law forbids transporting hazardous materials aboard aircraft, whether in your luggage or on your person. A violation can result in five years' imprisonment and penalties of $250,000 or more (49 U.S.C. 5124). Hazardous materials include explosives, compressed gases, flammable liquids and solids, oxidizers, poisons, corrosives, and radioactive materials. Examples: Paints, lighter fluid, fireworks, tear gases, bottled oxygen, and radio-pharmaceuticals. Lithium batteries are not allowed in checked luggage. There are special exceptions for small quantities (up to 70 ounces total) of medicines and toiletries carried in your luggage, and for certain smoking materials carried on your person. For further information contact your airline or see https://www.faa.gov/hazmat/packsafe/ .

Entry/Exit fees

17. Fees charged by countries or airports to persons entering/leaving the country are not covered by your fare. Before you travel, we advise you to find out if you’ll have to pay this kind of fee.

UK: Your financial protection

18. ATOL Holder: Booking.com B.V.

19. ATOL License Number: 11967

20. Within the UK, we provide full financial protection for our ATOL-protected-flight-only sales by way of our Air Travel Organizer's License number 11967, issued by the Civil Aviation Authority, Aviation House, Beehive Ringroad, West Sussex, RH6 0YR, UK, telephone +44 (0)333 103 6350, email [email protected].

21. When you buy an ATOL-protected flight from us, you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong.

22. We, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances, the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases, it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable).

23. If we, or the suppliers identified on your ATOL certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit, you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be reassigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.

EU: Passengers' rights under EU Regulation 261/2004

24. If your flight is delayed or canceled or you’re denied boarding, you may be entitled to compensation/assistance under EU Regulation 261/2004 if:

• You’re flying into the European Union (EU)
• You’re flying out of the EU
• Your Flight is provided by an EU airline

EU: Airline carrier liability under EU Regulation 889/2002

25. If there’s an accident that happens within the EU, EU Regulation 889/2002 might apply to you.

EU: Rights of disabled persons and persons with reduced mobility when traveling by air under EU Regulation 1107/2006

26. EU Regulation 1107/2006 provides for certain rights for people who are disabled or have reduced mobility.

27. For info on reviews, ranking, how we make money (and more), check out How We Work .

F1. Scope of this section

F2. contractual relationship, f3. what we will do, f4. what you need to do, f5. price and payment, f6. amendments, cancellations, and refunds, f7. what else do you need to know.

1. This section contains the specific terms for Private and Public Transportation products and services.

1. When you pre-book Private or Public Transportation, your Booking will be directly with the Service Provider. When you book an On-Demand Private Transportation, your Booking will be with the Third-Party Aggregator. In all cases, our Terms will govern the booking process.

2. Pre-Booked Private Transportation. You and the Service Provider both agree to comply with these Terms.

3. Public Transportation and On-Demand Private Transportation. You’ll be provided with the Service Provider’s terms during the booking process. If there is any discrepancy between their terms and our Terms, their terms will apply.

4. On-Demand Private Transportation. By making a Booking, you are confirming that you:

• have read and accept the Service Provider's terms
• agree to contact the Service Provider directly about anything that goes wrong
• understand that the Service Provider is responsible for arranging and providing your Private Transportation, choosing routes, setting prices, and providing all relevant information
• accept that we just provide a booking platform (i.e. an API service), and will not be liable for any loss you suffer because of anything the driver/Service Provider does or does not do.

Not all Service Providers have their own terms, but you’re welcome to check out all the terms that we’ve been provided with .

2. Once you’ve made your Booking, we’ll give the Service Provider your details (e.g. your name, phone number, and pick-up location).

3. All Private Transportation. We’ll give you the Service Provider's contact details.

4. Pre-Booked Private Transportation. We’ll make sure the Service Provider knows what size vehicle you’ve requested.

5. Public Transportation. We’ll give you (or tell you how to collect) your ticket(s).

1. You must check the details of your Booking carefully, and provide all the information we need to arrange your Booking (your requirements, contact details, etc.).

2. You must make sure everyone in your group complies with our Terms and (where applicable) the Service Provider’s terms, which you saw and accepted during the booking process. You acknowledge that if you breach them:

• your driver may refuse to transport you.

3. Bear in mind that estimated journey times don’t take traffic conditions into account.

4. All Private Transportation. You must make sure all passengers are at the pick-up location on time.

5. All Private Transportation. At and around your pick-up time, you must have the phone (whose number you entered when booking) turned on and able to receive calls/texts, in case the driver needs to contact you. We can't guarantee they’ll be able to reach you through messaging applications such as WhatsApp or Viber.

6. Pre-Booked Private Transportation. For any airport pick-up, you must give us your flight details at least 24 hours before your pick-up time, so your Service Provider can adjust it if your flight is delayed. If they can’t provide Private Transportation following a flight delay or cancellation, contact our Customer Service team.

7. Public Transportation. You must make sure all passengers arrive on time, leaving enough time to collect tickets if necessary.

8. You must be 18 or older to make a Booking, and any passenger under 18 must be accompanied by a responsible adult.

9. You must make sure no passenger behaves inappropriately (e.g. being abusive or doing anything that might endanger someone).

10. You must make sure you choose Public/Private Transportation that’s suitable (in terms of party size, amount of luggage, accessibility requirements, etc.).

2. Pre-Booked Private Transportation. Price includes any tolls, traffic charges, taxes, and peak surcharges. Payment is taken at the time of booking.

3. On-Demand Private Transportation. Price will be confirmed (and payment taken) when your driver drops you off. The price might be different from the price estimated when you booked. You are responsible for any tolls, traffic charges, taxes, peak surcharges, and tips.

4. Public Transportation. Payment is taken when your Booking is confirmed. Before departure, the Service Provider may need to see your ticket(s)/e-ticket(s). Keep it/them with you at all times, or you might have to pay again.

5. The Service Provider/driver doesn’t have to agree to any changes to the Journey that you request in person. If they do, they may charge extra.

Cancellation

1. In most cases...

• Pre-Booked Private Transportation. You can cancel for free up to 24 hours before your pick-up time (2 hours in some cases – see your confirmation). If you don't cancel on time, you won't be entitled to a refund.
• On-Demand Private Transportation. You can cancel anytime before your pick-up time, but the Service Provider may charge you a cancellation fee.
• Public Transportation. You probably won’t be entitled to a refund once your Booking is confirmed. If your plans change, contact our Customer Service team to discuss any options that might be available.

2. If your Service Provider has a different cancellation policy (which you’ll see while booking), their policy will apply instead.

3. We and/or the Service Provider may cancel the Booking with little or no notice, but this would only happen in very specific situations. For example, if:

• the Service Provider becomes insolvent or is genuinely unable to honor your Booking, in which case we'll do our best to arrange alternative transport (and we'll refund you in full if we can't)
• you breach these Terms and/or the Service Provider's terms, in which case you won't be entitled to any refund.

Amendments (changes) before your Journey begins

4. Pre-Booked Private Transportation. Your confirmation email will tell you how much notice you need to give (ahead of your pick-up time) to request any changes to your Booking (such as location or time).

5. On-Demand Private Transportation. To change your Booking, you may need to cancel it (which might incur a cancellation fee) and make a new one.

6. Public Transportation. You can’t change your Booking once it's confirmed.

7. If we/the Service Provider need to change your Booking (e.g. a strike that interferes with your journey), we’ll tell you as soon as we can. If you then decide to cancel:

• Any Transport. Unless you cancel for one of the reasons in the next bullet, you’ll be entitled to a full refund (no matter how close your journey is).
• Any Private Transportation. If the change is simply a new driver, a new Service Provider, or a new (similar) vehicle, you won’t be entitled to a refund (unless you’re canceling with enough notice).

Either way, neither we nor the Service Provider will be liable for any costs you may incur (e.g. alternative transport, hotel rooms).

8. If you want to apply for a refund, you must do so in writing no more than 14 days after your pick-up time.

9. Any refund may take up to 5 business days to arrive in your account.

10. All Private Transportation. If your driver isn’t at the pick-up location on time, you can apply for a refund, and we’ll investigate this for you.

11. All Private Transportation. You won't be entitled to a refund if your ride doesn't go ahead as planned because:

• the driver/Service Provider can't contact you
• one or more passengers isn't at the pick-up location on time, and you haven't requested a new pick-up time
• you request unreasonable changes to the pick-up time or Journey
• you don’t tell us/the Service Provider/the driver about a change you want to make
• you’d provided incorrect details when booking your Private Transportation (e.g. pick-up location, contact details, number of people, amount of luggage, etc.)
• of something that one or more passengers did/didn’t do.

Pre-Booked Private Transportation

1. Check your confirmation email to see how long the driver will wait at the pick-up location.

On-Demand Private Transportation

2. The driver may not wait beyond the pick-up time, If they do, they may charge you for the time spent waiting. If you aren’t at the pick-up location on time, you may be charged a cancellation fee.

Repair or cleaning charges

3. If anything needs to be repaired or cleaned because someone in your group has done something unreasonable or is in breach of these terms, you’ll be responsible for the cost of repairs/cleaning.

4. For info on reviews, ranking, how we make money (and more), check out How We Work .

We do not (re)sell, offer, or provide any cruises on our own behalf. Booking.com Cruises are offered and sold by World Travel Holdings, Inc. (“WTH”). When you call Booking.com Cruises or visit https://cruises.booking.com, you’re interacting directly with WTH. When you book a cruise, you’re entering into a contract with WTH and are subject to WTH’s Terms and Conditions. Booking.com is not responsible for your cruise and (to the fullest extent permitted by law) has no liability to you in relation to your booking.

“Account” means an account (with Booking.com or a Group Company), through which you can book Travel Experiences on our Platform.

“Accommodation” means the provision of an accommodation service by a Service Provider (throughout Section B, “Service Provider” means the provider of the accommodation service).

“Attraction” means the provision of an Attraction service by a Service Provider (throughout Section C, “Service Provider” means the provider of the Attraction service).

“Attraction service(s)” includes, but is not limited to, tours, museums, attractions, activities, and experiences.

“Booking” means the booking of a Travel Experience on our Platform, whether you pay for it now or later.

“Booking.com,” “us,” “we,” or “our” means Booking.com B.V. (for accommodation, flights, or attractions) or Booking.com Transport Limited (for any ground transport service). Corporate contact

“Booking Confirmation” (in the “Car rentals” section) means the confirmation email and coupon we send you, explaining the details of your Booking.

“Cash Credits” means a benefit with a monetary value that you can “cash out” to the Payment Method that we have on file for you, or put toward the cost of a future Travel Experience.

“Contract of Carriage” means the contract between you and the Service Provider, which deals with your Flight.

“Credits” means a benefit with a monetary value. There are “Cash Credits” and “Travel Credits.”

“Credit Card Cashback” means a benefit with a monetary value that can be cashed out to the credit card that we have on file for you, but can’t be put toward the cost of a future Travel Experience.

“Currency Conversion Rate” means the rate that we use to convert currency; this is currently the WM/Refinitiv Closing Spot Rate, but this may change.

“Eligible Booking” means a Booking that meets the criteria to qualify for a Reward.

“Flight” means the provision of a flight by a Service Provider (throughout Section E, “Service Provider” means the airline).

“Group Company” means an affiliate of Booking.com – either a direct shareholding of Booking.com or part of the Booking Holdings Inc. group.

“Individual Reward Criteria” means rules that apply to certain Rewards in addition to the general “Rewards, Credits, & Wallet” terms (A13) above.

“Intermediation Contract” (in the “Flights” section) means the contract between you and the Third-Party Aggregator, which deals with the way they arrange your Flight ticket (and, in some cases, any extras) with the airline or another company.

“Main Driver” means the driver whose details were entered during the booking process, the only person who can change or cancel that Booking, or discuss it with us (unless they tell us they nominate someone else to do this).

“On-Demand Private Transportation” means a private vehicle that you request when you arrive at the pick-up location (or just before).

“Our Services” (in the “Car rentals” section) means our online car rental reservation system, through which Service Providers can offer their products and services, and you can book them.

“Pay In Your Own Currency” means the payment option that we sometimes offer when a Service Provider doesn’t use your currency. This option lets you pay in your currency instead.

“Payment Method” means the method (e.g. credit card, debit card, bank account, PayPal, ApplePay, etc.) used to make a payment or transfer money.

“Pick-up” (in the “Car rentals” section) means the process at the start of your Rental, when you provide the required ID and other documentation, pay for any fees and additional extras, enter into the Rental Agreement, and collect your car.

“Pick-up Time” (in the “Car rentals” section) means the (local) date and time you’re due to pick up your car, as stated in your Booking Confirmation.

“Pick-up Time” (in the “Private and Public Transportation” section) means the (local) time when a Pre-Booked Private Transportation is due to reach the pick-up location, or when an On-Demand Private Transportation actually reaches the pick-up location.

“Platform” means the website/app on which you can book Travel Experiences, whether owned or managed by Booking.com or by a third-party affiliate.

“Pre-Booked Private Transportation” means a private vehicle that you request at least 2 hours before you arrive at the pick-up location.

“Private Transportation Journey” means the private transportation journey as set out in the Booking (including any changes after the Booking was made).

“Public Transportation” means trains, buses, trams, and other types of public transportation.

“Public Transportation Journey” means the public transportation journey as set out in the Booking (including any changes after the Booking was made).

“Rental” (or “Car Rental”) means the provision of a car by a Service Provider (throughout Section D, “Service Provider” means the rental company that provides the car).

“Rental Agreement” means the contract between you and the Service Provider, which you sign at pick-up. You’ll be provided with a summary of the key terms during the booking process.

“Rewards” means a benefit that you are promised. In most cases, Rewards will be Travel Credits, Cash Credits, a Credit Card Cashback, or a coupon for an item of some kind.

“Service Provider” means the provider of a travel-related product or service on the Platform, including but not limited to the owner of a hotel or other property (for an “accommodation” Booking), a museum or park (for an “attraction” Booking), or a car rental company or airline (for a “transport” Booking).

“Services” (in the “Private and Public Transportation” section) means the provision of a Public Transportation Journey or Private Transportation Journey.

“Terms” means these terms of service.

“Third-Party Aggregator” means a company that acts as either (a) an intermediary between you and the Service Provider or (b) a reseller of the Travel Experience.

“Third-Party Terms” (in the “Flights” section) means both the Intermediation Contract and the Contract of Carriage.

“Travel Credits” means a benefit with a monetary value that you can put toward the cost of a future Travel Experience, but can’t “cash out.”

“Travel Experience” means one of the travel-related products or services on the Platform.

“Upfront Payment” means a payment that you make when you book a product or service, rather than when you actually use it.

“Wallet” means a dashboard in your Account that shows your Rewards, Credits, and other incentives.

DATE: November 17, 2023

For reservations made before February 14, 2022

Code of good practices, introduction tcs.

Our mission is to empower people to experience the world, by offering the world's best places to stay and greatest places and attractions to visit in the most convenient way. In order to achieve this goal, we will live up to the following good practices:

• We care about you: and therefore offer our Platform and customer service in 40+ languages
• We bring and allow you to experience: 1.5m+ properties from high (high) end to whatever serves your needs for your next stay in a hotel, motel, hostel, B&B, etc. wherever on the planet
• We bring and allow you to experience attractions and other Trip Providers
• We can facilitate the payment of any (entrance) fee, purchase or rental of any Trip product and service which uses our payment service
• We help you (24/7): our customer service centers are here to help you 24-7-365-40+
• We listen to you: our Platform is the product of what YOU (the users) prefer and find most convenient when using our service
• We hear you: we show uncensored reviews (of customers who have actually stayed)
• We promise you an informative, user-friendly website that guarantees the best available prices.

Definitions

Scope & nature of our service, prices, we price match, genius program, and offers facilitated by a partner company, privacy and cookies, free of charge for consumers, only trip providers pay, credit card or bank transfer, prepayment, cancellation, no-shows, and the fine print, (further) correspondence and communication, ranking, preferred program, stars and guest reviews, intellectual property rights, applicable law, jurisdiction & dispute resolution, about booking.com and the support companies.

These terms and conditions, as may be amended from time to time, apply to all our services directly or indirectly (through distributors) made available online, through any mobile device, by email, or by telephone. By accessing, browsing, and using our (mobile) website or any of our applications through whatever platform (hereafter collectively referred to as the "Platform") and/or by completing a reservation, you acknowledge and agree to have read, understood, and agreed to the terms and conditions set out below (including the privacy statement).

These pages, the content, and infrastructure of these pages and the online reservation service (including the facilitation of payment service) provided by us on these pages and through the website are owned, operated, and provided by Booking.com B.V. and are provided for your personal, non-commercial (B2C) use only, subject to the terms and conditions set out below. The relationship that we have with the Trip Providers are governed by separate terms and conditions which govern the (B2B) commercial relationship we have with each of these Trip Providers. Each Trip Provider acts in a professional manner vis-à-vis Booking.com when making its product and/or service available on or through Booking.com (both for its business-to-business ("B2B") and/or business-to-consumer ("B2C") relationship). Note that Trip Providers may have, declare applicable, and/or require (acceptance of) – in addition to the policies and fine print as disclosed on the website, their own (delivery/shipping/carriage/usage) terms and conditions and house rules for the use, access, and consummation of the Trip (which may include certain disclaimers and limitations of liability).

"Booking.com," "us," "we," or "our" means Booking.com B.V., a limited liability company incorporated under the laws of the Netherlands, and having its registered address at Herengracht 597, 1017 CE, Amsterdam, the Netherlands. "Platform" means the (mobile) website and app on which the Trip Service is made available owned, controlled, managed, maintained, and/or hosted by Booking.com. "Trip" means the various different travel products and services that can be ordered, acquired, purchased, bought, paid, rented, provided, reserved, combined, or consummated by you from the Trip Provider.

"Trip Provider" means the provider of accommodations (e.g. hotel, motel, apartment, bed & breakfast), attractions (e.g. (theme) parks, museums, sightseeing tours), transportation provider (e.g. car rentals, cruises, rail, airport rides, bus tours, transfers), tour operators, travel insurances, and any other travel or related product or service as from time to time available for Trip Reservation on the Platform (whether B2B or B2C).

"Trip Service" means the online purchase, order, (facilitated) payment, or reservation service as offered or enabled by Booking.com in respect to various products and services as from time to time made available by Trip Providers on the Platform.

"Trip Reservation" means the order, purchase, payment, booking, or reservation of a Trip.

Through the Platform, we (Booking.com B.V. and its affiliate (distribution) partners) provide an online platform through which Trip Providers can advertise, market, sell, promote, and/or offer (as applicable) their products and service for order, purchase, reservation, rent, or hire, and through which relevant visitors of the Platform can discover, search, compare, and make an order, reservation, purchase, or payment (i.e. the Trip Service). By using or utilizing the Trip Service (e.g. by making a Trip Reservation through the Trip Service), you enter into a direct (legally binding) contractual relationship with the Trip Provider in which you make a reservation or purchase a product or service (as applicable). From the point at which you make your Trip Reservation, we act solely as an intermediary between you and the Trip Provider. We transmit the relevant details of your Trip Reservation to the relevant Trip Provider(s), and send you a confirmation email for and on behalf of the Trip Provider. Booking.com does not (re)sell, rent out, offer any (travel) product or service.

"This property is managed by a private host. EU consumer law relating to professional hosts might not apply. Hosts who have registered with Booking.com as a private host are parties that rent out their property or properties for purposes that are outside their trade, business, or profession. They aren't officially traders (like a global hotel chain) and therefore may not fall under the same consumer protection rules under EU law, but don’t worry – Booking.com provides you with the same customer service as we do with any stay. This doesn’t mean that your stay or experience will be any different than booking with a professional host."

When rendering our Trip Service, the information that we disclose is based on the information provided to us by Trip Providers. As such, the Trip Providers that market and promote their Trips on the Platform are given access to our systems and Extranet through which they are fully responsible for updating all rates/fees/prices, availability, policies, conditions, and other relevant information that gets displayed on our Platform. Although we will use reasonable skill and care in performing our Trip Service, we will not verify and cannot guarantee that all information is accurate, complete, or correct, nor can we be held responsible for any errors (including manifest and typographical errors), any interruptions (whether due to any (temporary and/or partial) breakdown, repair, upgrade, or maintenance of our Platform or otherwise), inaccurate, misleading, or untrue information, nor non-delivery of information. Each Trip Provider remains responsible at all times for the accuracy, completeness, and correctness of the (descriptive) information (including the rates/fees/prices, policies, conditions, and availability) displayed on our Platform. Our Platform does not constitute and should not be regarded as a recommendation or endorsement of the quality, service level, qualification, (star) rating, or type of accommodation of any Trip Provider (or its facilities, venue, vehicles, (main or supplemental) products or services) made available, unless explicitly indicated or set out otherwise.

Our Trip Service is made available for personal and non-commercial use only. Therefore, you are not allowed to resell, deep link, use, copy, monitor (e.g. spider, scrape), display, download, or reproduce any content or information, software, reservations, tickets, products, or services available on our Platform for any commercial or competitive activity or purpose.

The prices as offered by the Trip Providers on our Platform are highly competitive. All prices for your Trip are displayed including VAT/sales tax and all other taxes (subject to change of such taxes) and fees, unless stated differently on our Platform or the confirmation email/ticket. Ticket prices are per person or group and subject to validity or expiration as indicated on the ticket, if applicable. Applicable fees and taxes (including tourist/city tax) may be charged by the Trip Provider in the event of a no-show or cancellation.

Sometimes cheaper rates are available on our Platform for a specific stay, product, or service, however, these rates made available by Trip Providers may carry special restrictions and conditions, for example non-cancelable and non-refundable. Check the relevant product, service, and reservation conditions and details thoroughly for any such conditions prior to making your reservation.

We want you to pay the lowest price possible for your product and service of choice. Should you find your property of choice booked through the Platform, with the same Trip conditions, at a lower rate on the Internet after you have made a reservation through us, we will match the difference between our rate and the lower rate under the terms and conditions of the We Price Match . Our We Price Match promise does not apply to non-accommodations related products and services.

The currency converter is for information purposes only and should not be relied upon as accurate and real time; actual rates may vary.

Obvious errors and mistakes (including misprints) are not binding.

All special offers and promotions are marked as such. If they are not labeled as such, you cannot derive any rights in the event of obvious errors or mistakes.

Genius program

The Genius rate is a discounted rate offered by participating properties for certain rooms / accommodation types.

The Genius rate is for members of Booking.com's Genius program. The Genius program is open to anyone that has an account on the Platform. There are no membership fees, and all you need to do to become a member is to create an account on Booking.com. The membership and the Genius rates are for that individual member and are non-transferable. Membership can also be linked to specific campaigns or incentives, as occasionally launched or communicated per Booking.com’s sole discretion.

The Genius program consists of multiple membership levels based on the number of reservations made through the Booking.com platform, each with different levels of discounts on select properties and/or select options (https://www.booking.com/genius.html). Membership levels may vary and may be subject to change at the sole discretion of Booking.com.

Booking.com reserves the right to revoke and cancel the Genius membership of any individual in the event of abuse, such as violation of these terms & conditions and / or use of invalid credit cards. Booking.com furthermore reserves the right to revoke and cancel the Genius membership of any individual who engages in inappropriate behavior, such as violence, threat, harassment, discrimination, obscenity, or fraud in relation to Booking.com (or its employees and agents) and / or the accommodation (or its employees and agents).

The Genius rate cannot be combined or used with other discounts (unless approved by the accommodation or indicated otherwise). Booking.com may, at its discretion, (partially) alter, limit, or modify the Genius program structure or any other feature of the program (including but not limited to the (status of the) subject Genius level(s)), for any reason, without prior notice.

The Genius membership is linked to your account on Booking.com and will not expire or otherwise terminate unless you terminate, close, delete, or otherwise revoke your account. Without notice to you, Booking.com also reserves the right to “unregister" or otherwise disable an account that is inactive. An inactive account is defined as an account that has not made a reservation for more than five (5) years. In the event that your account is disabled, you will no longer be eligible for the Genius benefits. You may reactivate your account by making a qualifying reservation using your Booking.com account.

Booking.com may display offers that are not directly sourced from Trip Providers, but are facilitated by a Booking.com partner company, such as another platform (Partner offer). Partner offers will be clearly displayed and distinguished from the regular offers directly sourced from Trip Providers and have the following special conditions, unless mentioned otherwise on our Platform:

• Price policy: As displayed on our Platform.
• Pay in advance: You’ll pay securely with Booking.com at the time of the booking.
• No modifications: Once your booking is complete, any changes to your personal or booking details won't be possible. Requests can be made directly with the property but are not guaranteed.
• Can't combine with other offers: Other promotions, incentives, and rewards are not eligible on the booking.
• No guest review: It’s not possible to leave a guest review on our Platform.

Booking.com respects your privacy.   Please take a look at our   Privacy and Cookies Policy   for further information.

Unless indicated otherwise, our service is free of charge for consumers because, unlike many other parties, we will not charge you for our Trip Service or add any additional (reservation) fees to the rate. You will pay the Trip Provider the relevant amount as indicated in the Trip Reservation (plus—insofar not included in the price—relevant applicable taxes, levies, and fees (if applicable)).

Trip Providers pay a commission (being a small percentage of the product price (e.g. room price)) to Booking.com after the end user has consummated the service or product of the Trip Provider (e.g. after the guest has stayed at (and paid) the accommodations). Trip Providers can improve their ranking by increasing their commission (Visibility Booster). The use of the Visibility Booster (by increasing the commission in return for a better position in the ranking) is at each Trip Provider's discretion and may be used from time to time and product to product offered. The algorithm of the ranking will take an increase in commission into account when determining the Default Ranking. Preferred partners pay a higher commission in return for a better position in the ranking.

Only Trip Providers which have a commercial relationship with Booking.com (through an agreement) will be made available on Platform (for their B2B and/or B2C promotion of their product). Booking.com is not an open platform (like Amazon or eBay) where end users can make their product available (no C2C platform); Booking.com does not allow non-professional parties to offer or sell their products on or through Booking.com.

If applicable and available, certain Trip Providers offer the opportunity for Trip Reservations to be paid (wholly or partly and as required under the payment policy of the Trip Provider) to the Trip Provider during the Trip Reservation process, by means of secure online payment (all to the extent offered and supported by your bank). For certain products and services, Booking.com facilitates (through third party payment processors) the payment of the relevant product or service (i.e. the payment facilitation service) for and on behalf of the Trip Provider (Booking.com never acts nor operates as the merchant of record). Payment is safely processed from your credit/debit card or bank account to the bank account of the accommodation provider through a third party payment processor. Any payment facilitated by us for and on behalf of, and transferred to the Trip Provider will in each case constitute a payment of (part of) the booking price by you of the relevant product or service in final settlement (bevrijdende betaling) of such (partial) due and payable price and you cannot reclaim such paid monies.

For certain (non-refundable) rates or special offers, note that Trip Providers may require that payment be made upfront by wire transfer (if available) or by credit card, and therefore your credit card may be pre-authorized or charged (sometimes without any option for refund) upon making the Trip Reservation. Check the (reservation) details of your product or service of choice thoroughly for any such conditions prior to making your Trip Reservation. You will not hold Booking.com liable or responsible for any (authorized, (allegedly) unauthorized or wrong) charge by the Trip Provider and not (re)claim any amount for any valid or authorized charge by the Trip Provider (including for pre-paid rates, no-show, and chargeable cancellation) of your credit card.

In the event of credit card fraud or unauthorized use of your credit card by third parties, most banks and credit card companies bear the risk and cover all charges resulting from such fraud or misuse, which may sometimes be subject to a deductible (usually set at EUR 50 (or the equivalent in your local currency)). In the event that your credit card company or bank charges the deductible from you due to unauthorized transactions resulting from a reservation made on our Platform, we will pay you this deductible, up to an aggregate amount of EUR 50 (or the equivalent in your local currency). In order to indemnify you, please report fraud to your credit card provider (in accordance with its reporting rules and procedures) and contact us immediately. Please provide us with evidence of the charged deductible (e.g. policy of the credit card company). This indemnification only applies to credit card reservations made using Booking.com's secure server and the unauthorized use of your credit card resulting through our default or negligence and through no fault of your own while using the secure server.

By making a Trip Reservation with a Trip Provider, you accept and agree to the relevant cancellation and no-show policy of that Trip Provider, and to any additional (delivery) terms and conditions of the Trip Provider that may apply to your Trip (including the fine print of the Trip Provider made available on our Platform and the relevant house rules of the Trip Provider), including for services rendered and/or products offered by the Trip Provider. The relevant (delivery/purchase/use/carrier) terms and conditions of a Trip Provider can be obtained with the relevant Trip Provider. The general cancellation and no-show policy of each Trip Provider is made available on our Platform on the Trip Provider information pages, during the reservation procedure and in the confirmation email or ticket (if applicable). Note that certain rates, fees, or special offers are not eligible for cancellation, refund, or change. Applicable city/tourist tax may still be charged by the Trip Provider in the event of a no-show or charged cancellation. Check the (reservation) details of your product or service of choice thoroughly for any such conditions prior to making your reservation. Note that a Trip Reservation which requires down payment or (wholly or partly) prepayment may be canceled (without a prior notice of default or warning) insofar the relevant (remaining) amount(s) cannot be collected in full on the relevant due or payment date in accordance with the relevant payment policy of the Trip Provider and the reservation. Cancellation and prepayment policies may vary per segment, product, or service of each Trip. Carefully read The Fine Print (below the Trip types or at the bottom of each Trip Provider page on our Platform) and important information in your reservation confirmation for additional policies as may be applied by the Trip Provider (e.g. in respect of age requirement, security deposit, non-cancellation/additional supplements for group bookings, extra beds/no free breakfast, pets/cards accepted). Late payment, wrong bank, debit or credit card details, invalid credit/debit cards, or insufficient funds are for your own risk and account, and you will not be entitled to any refund of any (non-refundable) prepaid amount unless the Trip Provider agrees or allows otherwise under its (pre)payment and cancellation policy.

If you want to review, adjust, or cancel your Trip Reservation, revert to the confirmation email and follow the instructions therein. Note that you may be charged for your cancellation in accordance with the Trip Provider's cancellation, (pre)payment and no-show policy, or not be entitled to any repayment of any (pre)paid amount. We recommend that you read the cancellation, (pre)payment and no-show policy of the accommodation provider carefully prior to making your reservation, and remember to make further payments on time as may be required for the relevant reservation.

If you have a late or delayed arrival on the check-in date or only arrive the next day, make sure to (timely/promptly) communicate this with the Trip Provider so they know when to expect you to avoid cancellation of your Trip (Reservation) or charge of the no-show fee. Our customer service department can help you if needed with informing the Trip Provider. Booking.com does not accept any liability or responsibility for the consequences of your delayed arrival or any cancellation or charged no-show fee by the Trip Provider.

By completing a Trip Reservation, you agree to receive (i) an email which we may send you shortly prior to your arrival date, giving you information on your destination and providing you with certain information and offers (including third-party offers to the extent that you have actively opted in for this information) relevant to your Trip (Reservation) and destination, (ii) an email after arrival to rate the (experience with your) Trip Provider and the Trip Service, and (iii) an email which we may send to you promptly after your stay inviting you to complete our guest review form. See our privacy and cookies policy for more information about how we may contact you.

Booking.com disclaims any liability or responsibility for any communication by or with the Trip Provider on or through its platform. You cannot derive any rights from any request to, or communication with the Trip Provider or (any form of) acknowledgement of receipt of any communication or request. Booking.com cannot guarantee that any request or communication will be (duly and timely) received/read by, complied with, executed, or accepted by the Trip Provider.

In order to duly complete and secure your Trip Reservation, you need to use your correct email address. We are not responsible or liable for (and have no obligation to verify) any wrong or misspelled email address, or inaccurate or wrong (mobile) phone number or credit card number.

Any claim or complaint against Booking.com or in respect to the Trip Service must be promptly submitted, but in any event within 30 days after the scheduled day of consummation of the product or service (e.g. check out date). Any claim or complaint that is submitted after the 30 days period may be rejected, and the claimant will forfeit the right to any (damage or cost) compensation.

Due to the continuous update and adjustments of rates and availability, we strongly suggest to make screenshots when making a reservation to support your position (if needed).

We aim to display search results that are relevant to you by providing a personalized default ranking of Trip Providers on our Platform. You can scroll through this default ranking, use filters, and sort by alternative ranking orders and thus have the ability to influence the presentation of search results to receive a ranking order based on other criteria. We use multiple algorithms to produce default ranking results, a process that's constantly evolving.

Booking.com has identified the following parameters to be most closely correlated with you finding a suitable Trip Provider and thus prioritizes these parameters in the algorithms (main parameters): Your personal search history, the rate of "click-through" from the search page to the hotel page ("CTR"), the number of bookings related to the number of visits to the Trip Provider page on the Platform ("Conversion"), gross (including cancellations) and net (excluding cancellations) bookings of a Trip Provider. Conversion and CTR may be affected by various (stand-alone) factors including review scores (both aggregate scores and components), availability, policies, (competitive) pricing, quality of content, and certain features of the Trip Provider. The commission percentage paid by the Trip Provider or other benefits to us (e.g. through commercial arrangements with the Trip Provider or strategic partners) may also impact the default ranking, as well as the Trip Provider’s record of on-time payment. The Trip Provider can also influence its ranking by participating in certain program, which may be updated from time to time, such as the Genius program, deals, the Preferred Partner Program, and the visibility booster (the latter two involve the Trip Provider paying us a higher commission).

Accommodations' star ratings on Booking.com are not determined by Booking.com. Star ratings are either determined by properties themselves, or else by an independent third-party provider of (objective) star ratings. Deals are shown on the basis of the number of stars (low-to-high/high-to-low) that providers give to Booking.com. Depending on (local) regulations, the star classifications are either assigned by an (independent) third party, e.g. an (official) hotel rating organization or based on the accommodation providers opinion of themselves, regardless of objective criteria. Booking.com does not review nor impose formal obligations on star ratings. Overall, the star classification is a representation of how the accommodation compares to the legal requirements (if applicable) or, if not regulated, the sector or (customary) industry standards in terms of price, facilities, and available services (these requirements and standards vary between countries and organizations).

In order to make it easier for customers to find the right match to their travel preferences, Booking.com may assign a quality rating, which is determined by Booking.com and displayed as a yellow tile, to certain accommodations. In order to determine the comparable set, the quality rating is based on many (400+) features that can be divided over 5 major categories: (i) facilities/amenities/services offered by the accommodation on Booking.com, (ii) property configuration such as unit size, number of rooms, and occupancy, (iii) number and quality of the photos uploaded by the accommodation, (iv) average guest review score as well as some subscores (e.g. cleanliness) because those are proven to be particularly helpful for customers in assessing the quality of certain accommodations, and (v) anonymized and aggregated historical booking data (e.g. to assess the star rating of booked accommodations). We use these multiple features to derive statistical patterns. Based on these inputs, a machine-learning-based analysis is conducted which results in a quality rating (between 1–5, displayed by using 1–5 yellow tiles next to the name of the property) being automatically calculated and awarded to the accommodation.

Only customers who have stayed at the Accommodation will be invited by Booking.com to comment on their stay at the relevant accommodations and to provide a score for certain aspects of their stay or may receive a rating request during their stay. The completed guest review (including submitted rating during your stay) may be (a) uploaded onto the relevant Trip Provider's information page on our Platform for the sole purpose of informing (future) customers of your opinion of the service (level) and quality of the Trip Provider, and (b) (wholly or partly) used and placed by Booking.com at its sole discretion (e.g. for marketing, promotion, or improvement of our services) on our Platform or such social media platforms, newsletters, special promotions, apps, or other channels owned, hosted, used, or controlled by Booking.com and our business partners. In order to offer and maintain recent (and therefore relevant) reviews, reviews can only be submitted within a limited period of time (3 months) after a stay, and each review will only be available for a limited period of time (up to 36 months) after posting. The default ranking of the reviews is by date of submission relative to a few additional criteria (such as language, reviews with comments), whereas a review of a customer who [always] submits comprehensive and detailed reviews (aka "Property Scout") may be ranked on top. You have the option to choose various forms of rankings and filters (e.g. by audience, date, language, score). Booking.com does allow the Trip Provider to respond to a review. We reserve the right to adjust, refuse, or remove reviews at our sole discretion insofar as it violates our review policy. Booking.com does not compensate or otherwise reward customers for completing a review. The guest review form should be regarded as a survey and does not include any (further commercial) offers, invitations, or incentives whatsoever. Booking.com undertakes its best efforts to monitor and remove reviews that include obscenities, mentions of an individual’s name, or references to stolen goods.

• Profanity, sexually explicit, hate speech, discriminatory, threats, violence
• Mention of full names, personal attack towards the staff
• Promoting illegal activities (e.g. drugs, prostitution)
• Sites, emails, and addresses, phone numbers, cc details
• Politically sensitive comments

Booking.com and the Trip Provider are each entitled to terminate their relationship for whatever reason (including in the event of breach of contract or (filing for) bankruptcy) with due observance of the relevant notice period as agreed between both parties.

Subject to the limitations set out in these terms and conditions and to the extent permitted by law, we will only be liable for direct damages actually suffered, paid, or incurred by you due to an attributable shortcoming of our obligations in respect to our services, up to an aggregate amount of the aggregate cost of your reservation as set out in the Trip Reservation confirmation email (whether for one event or series of connected events).

However and to the extent permitted by law, neither we nor any of our officers, directors, employees, representatives, subsidiaries, affiliated companies, distributors, affiliate (distribution) partners, licensees, agents, or others involved in creating, sponsoring, promoting, or otherwise making available the site and its contents will be liable for (i) any punitive, special, indirect, or consequential loss or damages, any loss of production, loss of profit, loss of revenue, loss of contract, loss of or damage to goodwill or reputation, loss of claim, (ii) any inaccuracy relating to the (descriptive) information (including rates, availability, and ratings) of the Trip Provider as made available on our Platform, (iii) the services rendered or the products offered by the Trip Provider or other business partners, (iv) any (direct, indirect, consequential, or punitive) damages, losses, or costs suffered, incurred, or paid by you, pursuant to, arising out of or in connection with the use, inability to use, or delay of our Platform, or (v) any (personal) injury, death, property damage, or other (direct, indirect, special, consequential, or punitive) damages, losses, or costs suffered, incurred or paid by you, whether due to (legal) acts, errors, breaches, (gross) negligence, willful misconduct, omissions, non-performance, misrepresentations, tort or strict liability by or (wholly or partly) attributable to the Trip Provider or any of our other business partners (including any of their employees, directors, officers, agents, representatives, subcontractors, or affiliated companies) whose products or service are (directly or indirectly) made available, offered, or promoted on or through the Platform, including any (partial) cancellation, overbooking, strike, force majeure, or any other event beyond our control.

Booking.com is not responsible (and disclaims any liability) for the use, validity, quality, suitability, fitness, and due disclosure of the Trip and makes no representations, warranties, or conditions of any kind in this respect, whether implied, statutory or otherwise, including any implied warranties of merchantability, title, non-infringement, or fitness for a particular purpose. You acknowledge and agree that the relevant Trip Provider is solely responsible and assumes all responsibility and liability in respect of the Trip (including any warranties and representations made by the Trip Provider). Booking.com is not a (re)seller of the Trip. Complaints or claims in respect of the Trip (including related to the offered (special/promotion) price, policy or specific requests made by Customers) are to be dealt with by the Trip Provider. Booking.com is not responsible for and disclaims any liability in respect of such complaints, claims, and (product) liabilities.

Whether or not the Trip Provider has charged you for your Trip, or if we are facilitating the payment of the (Trip) price or fee, you agree and acknowledge that the Trip Provider is at all times responsible for the collection, withholding, remittance, and payment of the applicable taxes due on the total amount of the (Trip) price or fee to the relevant tax authorities. Booking.com is not liable or responsible for the remittance, collection, withholding, or payment of the relevant taxes due on the (Trip) price or fee to the relevant tax authorities. Booking.com does not act as the merchant of record for any product or service made available on the Platform.

By uploading photos/images onto our system (for instance in addition to a review) you certify, warrant and agree that you own the copyright to the photos/images and that you agree that Booking.com may use the uploaded photos/images on its (mobile) website and app, and in (online/offline) promotional materials and publications and as Booking.com at its discretion sees fit. You are granting Booking.com a non-exclusive, worldwide, irrevocable, unconditional, perpetual right and license to use, reproduce, display, have reproduced, distribute, sublicense, communicate and make available the photos/images as Booking.com at its discretion sees fit. By uploading these photos/images the person uploading the picture(s) accepts full legal and moral responsibility of any and all legal claims that are made by any third parties (including, but not limited to, property owners) due to Booking.com publishing and using these photos/images. Booking.com does not own or endorse the photos/images that are uploaded. The truthfulness, validity and right to use of all photos/images is assumed by the person who uploaded the photo, and is not the responsibility of Booking.com. Booking.com disclaims all responsibility and liability for the pictures posted. The person who uploaded the photo warrants that the photos/images shall not contain any viruses, Trojan horses or infected files and shall not contain any pornographic, illegal, obscene, insulting, objectionable or inappropriate material and does not infringe any third party (intellectual property right, copyright or privacy) rights. Any photo/image that does not meet the aforesaid criteria will not be posted and/or can be removed/deleted by Booking.com at any time and without prior notice.

Booking.com has the right to—with immediate effect—deny or limit access to our Platform, our (customer) service and/or your Booking.com account, to cancel a confirmed reservation, and/or prevent a reservation from being made by you in the event of any alleged or reasonably suspected (i) form of fraud or abuse, (ii) non-compliance with applicable laws and/or regulations, (iii) non-compliance with Booking.com values and guidelines , (iv) inappropriate or unlawful behavior, which includes (but not limited to) the following: Violence, threat, harassment, discrimination, hate speech, endangerment, invasion of privacy, human trafficking, exploitation of children, and obscenity in relation to Booking.com (or its employees and agents), the Trip Provider (or its employees and agents), and/or third parties, or (v) other circumstances that—at Booking.com's sole discretion—reasonably justify Booking.com taking any of the measures above.

Unless stated otherwise, the software required for our services or available at or used by our Platform and the intellectual property rights (including the copyrights) of the contents and information of and material on our Platform are owned by Booking.com B.V., its Trip Providers or providers.

Booking.com exclusively retains ownership of all rights, title and interest in and to (all intellectual property rights of) (the look and feel (including infrastructure) of) the Platform on which the service is made available (including the guest reviews and translated content) and you are not entitled to copy, scrape, (hyper-/deep)link to, publish, promote, market, integrate, utilize, combine or otherwise use the content (including any translations thereof and the guest reviews) or our brand without our express written permission. To the extent that you would (wholly or partly) use or combine our (translated) content (including guest reviews) or would otherwise own any intellectual property rights in the Platform or any (translated) content or guest reviews, you hereby assign, transfer and set over all such intellectual property rights to Booking.com. Any unlawful use or any of the aforementioned actions or behaviour will constitute a material infringement of our intellectual property rights (including copyright and database right).

These terms and conditions and the provision of our services shall be governed by and construed in accordance with Dutch law. Notwithstanding the foregoing choice of law, a natural person using any of our services for a purpose which can be regarded as being outside their trade or profession (hereafter also referred to as "consumer") can rely on the mandatory provisions of the law of the country where they have their habitual residence (i.e. provisions that, in accordance with the choice-of-law rules of the said country, must apply regardless of this choice-of-law clause; hereafter: "Mandatory Provisions"). Any dispute arising out of these general terms and conditions and our services shall exclusively be submitted to the competent courts in Amsterdam, the Netherlands. Notwithstanding the foregoing jurisdiction clause, a consumer may also bring proceedings in respect of enforcement of relevant applicable Mandatory Provisions in the courts of the country in which they are domiciled, and proceedings against a consumer may be brought only in the courts of the country in which they are domiciled. For consumers (in the European Economic Area): We advise you to first notify us of any complaints by contacting our Customer Service. If this does not resolve your complaint, you can upload your complaint via the European Commission's ODR platform. This platform for online dispute resolution can be found here: http://ec.europa.eu/odr.

The original UK English version of these Terms and Conditions may have been translated into other languages. The translated version is a courtesy and office translation only and you cannot derive any rights from the translated version. In the event of a dispute about the contents or interpretation of these terms and conditions or inconsistency or discrepancy between the UK English version and any other language version of these terms and conditions, the UK English language version to the extent permitted by law shall apply, prevail and be conclusive. The UK English version is available on our Platform (by selecting "English (UK)" language) or shall be sent to you upon your written request.

If any provision of these terms and conditions is or becomes invalid, unenforceable or non-binding, you shall remain bound by all other provisions hereof. In such event, such invalid provision shall nonetheless be enforced to the fullest extent permitted by applicable law, and you will at least agree to accept a similar effect as the invalid, unenforceable or non-binding provision, given the contents and purpose of these terms and conditions.

The Trip Service is rendered by Booking.com B.V., which is a private limited liability company, incorporated under the laws of the Netherlands and having its offices at Herengracht 597, 1017 CE Amsterdam, the Netherlands and registered with the trade register of the Chamber of Commerce in Amsterdam under registration number 31047344. Our VAT registration number is NL805734958B01.

Booking.com has its headquarters in Amsterdam, the Netherlands and is supported by various affiliated group companies (the "support companies") throughout the world. The support companies only provide an internal supporting role to and for the benefit of Booking.com. Certain designated support companies render limited customer care support services (only by telephone). The support companies do not have any Platform (and do not in any way control, manage, maintain, or host the Platform). The support companies do not have any power or authority to render the Trip Service, to represent Booking.com, or to enter into any contract in the name of, for or on behalf of Booking.com. You do not have a (legal or contractual) relationship with the support companies. The support companies do not operate and are not authorized to act as any form of process or service agent of Booking.com. Booking.com does not accept nor assume any domicile at any place, location, or office in the world (also not at the office of its support companies), other than its registered office in Amsterdam.

Governing Law and Disputes

Booking.com is committed to customer satisfaction. We will try to resolve any concerns or problems with our services that you have. If we are unsuccessful, you may pursue a claim against Booking.com as explained in this Disputes provision. This Disputes provision lays out: (1) the initial process you must follow by reporting your claim to Booking.com prior to filing any arbitration or law suit in accordance with this Disputes provision; and, if we are unable to resolve your claim, (2) the recourse that you have to arbitration.

To the extent permitted by law, these terms and conditions and the provision of our services shall be governed by and construed in accordance with Dutch law. By using this website, you agree that any and all disputes arising out of or relating to your use of this website, or other services provided by Booking.com or the support companies in connection with your use of this website (including the interpretation and scope of this clause and the arbitrability of the dispute), will be resolved via mandatory, binding arbitration.

Nothing in this Disputes provision shall be read to create any legal rights that do not otherwise exist under the law or constitute any waiver of any personal jurisdiction defense, nor shall this Disputes provision give you the right to pursue any claim for relief that is not cognizable under the law.

Prior to initiating arbitration, as discussed further below, you must give us an opportunity to resolve any complaints you have relating to your use of the Booking.com website, any dealings with our customer service agents, any services or products provided, or our Privacy Policy by submitting them to [email protected] (the “Internal Review Procedure”). Your email to [email protected] beginning the Internal Review Procedure must contain the following information: (1) your name, (2) your address, (3) the email address you used to make your reservation, (4) your reservation number, (5) the date of your reservation, (6) the name of the property that you reserved, (7) a brief description of the nature of your complaint, and (8) the resolution that you are seeking (together, the “Required Information”). Additionally, the subject line of your email must state, “Request Under Disputes Provision.” If your email does not have this subject line, or if it does not contain all of the Required Information (or an explanation of why you are unable to include any of the Required Information), then you have not effectively begun the Internal Review Procedure, which you must do before initiating any arbitration or other legal action against Booking.com. If we are not able to resolve your complaint within 60 days of your starting the Internal Review Procedure, you may seek relief as laid out in this Disputes provision.

Arbitration shall be initiated through and administered by the American Arbitration Association (“AAA”). Should the AAA decline to administer the arbitration or otherwise be unable to administer the arbitration for any reason, you agree that Booking.com will select an alternative arbitral forum, and that you will agree in writing to administration of the arbitration by the alternative arbitral forum selected by Booking.com.

In order to initiate arbitration, you and Booking.com each will be responsible for paying the filing fees required by the AAA. In the event that you are able to demonstrate that the costs of arbitration will be prohibitive as compared to costs of litigation, Booking.com will pay as much of your filing fee in connection with the arbitration as the arbitrator deems necessary to prevent the arbitration from being cost-prohibitive as compared to the costs of litigation.

Arbitration will be conducted in accordance with the AAA’s rules. If there is a conflict between the AAA’s rules and this Disputes provision, the terms of this Disputes provision will govern. The rules are available online at www.adr.org or by calling the AAA at 1-800-778-7879. If the AAA is unable or unwilling to administer the arbitration for any reason, then arbitration will proceed in a substantially similar fashion as it would under the AAA’s rules.

The arbitration will be conducted by one arbitrator, who will be appointed by the AAA. You agree that the arbitration will be conducted in the English language. For claims under $25,000, the arbitration will not involve any personal appearance by the parties or witnesses but will instead be conducted based solely on written submissions, unless you request an in-person or telephonic hearing or the arbitrator determines that an in-person or telephonic appearance is required. In the case of a hearing, the presumption shall be in favor of a telephonic hearing, unless the arbitrator determines that a party’s right to a fundamentally fair process would be impaired without an in-person hearing. In the case of an in-person hearing, the hearing shall be conducted in a mutually convenient location. Booking.com will ordinarily request that the hearing be held in Chicago, Illinois. You may petition the arbitrator to select an alternative location for the hearing. The arbitrator’s selection of a hearing location shall be final and binding. You agree that in the event of an in-person hearing, any Booking.com B.V. employee or affiliate who is based outside of the United States and who is participating in the hearing may participate by telephone or video conference, and his or her physical presence will not be required.

Arbitration will be subject to the Federal Arbitration Act and not any state arbitration law. This agreement to arbitrate is made under and will be governed by and construed in accordance with the laws of the Netherlands, consistent with the Federal Arbitration Act, without giving effect to any choice-of-law principles that provide for the application of the law of another jurisdiction.

The arbitration will be confidential, and neither you nor Booking.com may disclose the existence, content or results of any arbitration, except as may be required by law or for purposes of enforcement of the arbitration award.

Ordinarily, pre-hearing information exchange will be limited to the reasonable production of non-privileged documents directly relevant to the dispute. Unless the arbitrator determines that an additional form of information exchange is necessary to provide for a fundamentally fair process, those documents will be limited to your booking and communications directly about that booking among you, Booking.com, and the accommodation(s) that are the subject of your dispute with Booking.com. Any issues regarding discovery, or the relevance or scope thereof, will be determined by the arbitrator, and the arbitrator’s determination will be conclusive.

The arbitrator may not consolidate more than one person’s claims and may not otherwise preside over any form of a representative or class proceeding. There will be no right or authority for any Claims to be arbitrated on a class action basis. You understand and agree that, by accepting these terms and conditions, you and Booking.com are each waiving the right to a trial by jury or to participate in a class action with respect to the claims covered by this mandatory arbitration provision.

You are thus giving up your right to go to court to assert or defend your rights. Your rights will be determined by a neutral arbitrator, and not a judge or jury. The arbitration procedures mandated by this Disputes provision are simpler and more limited than the procedures applicable in most courts. Arbitrator decisions are as enforceable as any court order and are subject to very limited review by a court.

All claims you bring against Booking.com must be resolved in accordance with this Disputes provision. All claims filed or brought contrary to this Disputes provision, including claims not first submitted through the Internal Review Procedure, will be considered improperly filed and void. Should you file a claim contrary to this Disputes provision, Booking.com will notify you in writing of the improperly filed claim, and you must promptly withdraw the claim.

This Disputes provision was amended by Booking.com effective April 7, 2016. If you have a claim that relates to a booking made prior to that date, you may choose to proceed under the provision in effect when you made your booking. If you would like to do that, please so indicate in your claim submission. Otherwise, by submitting a claim, you agree that this Disputes provision will apply to your claim.

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Booking Agreement Terms and Conditions

At The Keys to Travel, LLC,(hereinafter “Keys to Travel”, “we”, “us”, “our”) we believe that traveling strengthens relationships.  Whether you are looking for a couple’s retreat, honeymoon, family, or group travel to bond with others, we believe travel is transformative in relationships. For us, no detail is too small as we plan travel with your specific needs in mind. We are excited to serve our clients (hereinafter “traveler”, “you”) and provide you the personal touch that only comes with working with an expert.

CONTRACT. Below are the Terms and Conditions of travel. These Terms and Conditions including all brochures, documents, correspondence, and the terms and conditions of our suppliers form the basis of the contract with you.  Before making a booking with us you must ensure that you have read and understood these Terms and Conditions. We also ask that you address any questions you may have with us prior to booking. Please be aware that these terms and conditions contain waivers of liability as well as waiver of class action and venue selection and notice clauses. By asking us to confirm your booking you are accepting all the Terms and Conditions laid out below and acknowledging that you have read the Terms of this Contract and agree with it.  

If you are making a booking as a group, the leader of the group is responsible for sharing these Terms and Conditions with all members of the group and is financially responsible for the booking.  We will not be liable for a group leader’s failure to share these Terms and Conditions with all travelers in their group.

You represent and warrant that (a) you are of sufficient age to use our services and website and can create binding legal obligations in connection with your use, (b) you are legally authorized to act on behalf of those you represent and accept these terms and conditions on their behalf, and (c) the information supplied by you, or members of your group is true and correct.

VIOLATIONS BY YOU. You agree that any violation of any such terms and conditions may result in (a) the cancellation of your reservation or purchase, (b) your forfeiture of any monies paid for your reservation or purchase, and (c) your being denied access to the applicable travel related product or service.

CHANGES TO THESE TERMS AND CONDITIONS. Keys to Travel reserves the right, in our sole discretion, to change these Terms and Conditions at any time. Upon making changes, we will notify you via the email address you provide to us at booking. The current terms will apply to your booking.  You must therefore be familiar with the terms in effect at the time you book.  Your continued use of our services including continuing to use or maintain any bookings after notice of any changes to the terms and conditions constitutes your consent to the changes.

COVID 19 RELEASE OF LIABILITY. By booking a tour at this time, you acknowledge the highly contagious nature of COVID-19 and voluntarily assume the risk for yourself and any minors traveling with you, that you or they may be exposed to or infected by COVID-19 by traveling and that such exposure or infection may result in personal injury, illness, permanent disability, and death even if such injuries or losses occur in a manner that is not foreseeable at the time you book your tour. You acknowledge that exposure to such viruses or disease is an inherent risk of traveling, which cannot be controlled or eliminated by Keys to Travel.

You acknowledge that due to the uncertainty of travel at this time, your tour may be postponed or cancelled, or changes may be made to itineraries due to closures of certain sites or activities, for which there may be no refund. You may also be required to quarantine upon arrival in some locations. Some locations may require you to have a vaccination or proof of negative testing. Stopover countries requirements will also apply.  On your return home, additional testing, requirements, or documentation may be required.  You are responsible for understanding these requirements and must not rely on Keys to Travel to provide these details. You understand that you may become sick before, during, or after the tour and may not be able to travel and such cancellation or interruption will be subject to our cancellation terms below, for which we will not be liable. 

You agree that due to uncertainty caused by COVID-19, Keys to Travel has strongly encouraged the purchase of travel protection coverage including cancel for any reason coverage if and when available, and that should you fail to purchase travel protection coverage, Keys to Travel shall not be liable to any losses howsoever arising.  Keys to Travel shall not be liable should your chosen travel protection fail to provide coverage for COVID-19  related injuries.

You, for yourself, and any minors traveling with you, and on behalf of your and their heirs, assigns, personal representatives and next of kin (The Releasors), HEREBY RELEASE, AND HOLD HARMLESS The Keys to Travel LLC, its members, officers, agents, and/or employees, and suppliers (RELEASEES), of from and against any and all claims, damages, demands, losses, and liability arising out of or related in any way, in whole or in part  to any POSTPONEMENT, CANCELLATION, CHANGES, INJURY, DISABILITY, DEATH OR ANY OTHER LOSS you may suffer due to exposure, infection, spread, closure, and travel restrictions related to COVID- 19, WHETHER ARISING FROM THE NEGLIGENCE OF THE RELEASEES OR OTHERWISE, to the fullest extent permitted by law. The terms of this HOLD HARMLESS AND RELEASE OF ALL LIABILITY paragraph, shall survive any termination or cancellation of this Contract, whether by operation of law or otherwise.

SCOPE/AGENCY. The Keys to Travel, LLC does not provide, own, or control the travel services and products that are provided as part of your trip, such as flights, accommodations, rental cars, packages, or travel insurance (the “Travel Products”). The Travel Products are owned, controlled, or made available by vetted third parties (the “Suppliers”) such as airlines, hotels, and tour operators. The Suppliers are responsible for the Travel Products. The Supplier’s terms and privacy policies apply to your booking so you must agree to and understand those terms. Your interaction with any Supplier is at your own risk; Keys to Travel does not bear any responsibility should anything go wrong with your booking or during your travel. Hence, as the traveler, you agree that Keys to Travel acts only as agent for the traveler in acquiring transportation, hotel accommodations, sightseeing and other privileges, or services for the travelers’ benefit, and on the express condition that Keys to Travel shall not be responsible for any loss, accident, injury, delay, defect, omission or irregularity which may occur or be occasioned, whether by reason of any act, negligence or default of any company or person engaged in or responsible for carrying out any of the arrangements, or otherwise in connection therewith.

BOOKING/PAYMENT.   If you are wondering how to get started, simply go the Services page on our website, find the travel that is right for you and click the “”Book” button. You will then provide some information about yourself and your wants and needs and submit the form to us.  We will then arrange a consultation to discuss your next trip.  If you decide that Keys to Travel is the right fit for planning the next trip of your dreams, you will pay our planning fee and enter into a client agreement with us.  As you probably know from planning trips in the past, travel planning takes time and effort.  Along with saving you that time we also bring our expertise to the table.  Our planning fee for your trip is based on those factors and is non-refundable even if you cancel your trip or decide not to book.  If you cancel and rebook a new planning fee will be due.

After we receive the planning fee, we will go to work for you planning a trip tailored specifically to you.  We will then present you with a custom itinerary and spend time with you making any changes to perfect it.  When you accept the itinerary, we will advise you of any deposits due and book your travel.  

After booking you will receive your final itinerary with an invoice with payment information and other important travel information.  This invoice is subject to change until you receive confirmation that your travel is booked.  Deposits are typically NON-REFUNDABLE, unless stated otherwise in the terms and conditions of the Supplier.  After issuance of the final itinerary, any requested changes will incur a fee of $50 per change plus any charges incurred with our suppliers.

Bookings may not include airfare and you must not make any air reservation until you receive confirmation of your booking.  Your contract for airfare is with the carrier and subject to its terms and we will not be liable for any change fees or cancellation fees or other additional cost you incur with the air carrier.

Upon booking, we will provide you with instructions of payments and all due dates.  You must make all payments in full and on time.  If you are booking within 60 days of the departure date, full payment will be due at the time of booking confirmation. If full payment is not received by the due date on your invoice, we reserve the right to cancel your travel and apply the cancellation charges set out in the cancellation section below. Failure to make a payment may result in the cancellation of your travel.  In such a case this would be considered a cancellation by you and the cancellation terms and fees as described below would be in effect.

Please review all documents carefully and promptly as we will not be responsible for any errors. It is your responsibility to review all travel documentation and alert us as soon as possible with any corrections. 

TRAVELER INFORMATION. While we DO NOT always assist with airfare, please note that names provided to secure reservations must match travelers’ passport. Middle names are not required to appear on airline tickets. Date of birth and complete passport details are required. Any minor name corrections advised after airline tickets have been issued will incur fees. Not all name corrections will be permitted by airlines and may require the purchase of a new ticket. Travelers voluntarily assume full and sole responsibility for any and all risks and/or costs involved with failure to report any errors and/or omissions to documentation.

CREDIT CARD BOOKINGS. While we do accept major credit cards including Visa, Mastercard, American Express and Discover, travelers must provide to us a click authorization for every transaction for your trip. Your authorization is an agreement for us to charge your card and an acknowledgement and agreement to these terms and conditions including the cancellation terms. As such you agree not to make any improper chargebacks. 

In certain cases, you can dispute charges with credit card companies (“chargebacks”). Before initiating a chargeback, we ask you first to call us to discuss any questions or concerns about our charges. We will work with you in attempting to resolve your concerns. By using our service to make a reservation, you accept and agree to our cancellation policy. Keys to Travel retains the right to dispute any chargeback that is improper and recover any costs, including attorney’s fees related to improper chargebacks. Additionally, in the event of an improper chargeback, we retain the right to cancel any travel reservation related to that improper chargeback. The following chargeback scenarios are improper, and we retain the right to investigate and rebut any such chargeback claims:

• Chargebacks resulting from non-cancellable reservations, whether or not the reservation is used.
• Chargebacks resulting from charges authorized by family, friends, associates or other third parties with direct access to your credit card. This does not include credit card fraud.
• Chargebacks arising from inconsistency or inaccuracy with regard to the supplier’s product description.
• Chargebacks resulting from force majeure or other circumstances that are beyond the control of Keys to Travel or the Supplier.
• Chargebacks resulting because you do not agree with the cancellation policy.

PRICE AND RATE CHANGES.  The price of your itinerary will be based on known costs at the date of issue of the itinerary.  All prices we advertise are accurate at the date published, but we reserve the right to change any of those prices from time to time.   Prices include a cost for fuel and local taxes that are estimated at the date of this publication.  At the time of booking confirmation, we will provide you with an invoice reflecting the current price and particular inclusions. 

We reserve the right to add a supplement to your travel prices should our costs of supplying your travel increase, until we receive your final payment.  Any increase to your travel price will be as the result of changes in our costs of supplying your travel resulting from transportation charges, (fuel, airport charges, scheduled air fares and other transport charges which form part of our contract with the transport provider), dues or taxes payable locally, currency fluctuations and government action, any other airline surcharges, taxes, or fees payable for services. If our costs to supply your travel increase, we reserve the right to increase the price of your travel and will forward a new Invoice reflecting any changes made. After final payment your price is locked in.

We reserve the right to make changes to and correct errors in advertised prices at any time before your travel is confirmed.  We will advise you of any errors of which we are aware and of the then applicable price at the time of booking.

CANCELLATION. Cancellation of travel must be made in writing and is effective from the date we receive the written notification.  Our planning fee is always non-refundable.  Keys to Travel incurs costs with the suppliers of your trip well in advance of your departure date. All suppliers have their own cancellation policies, which apply to your booking.  Upon receipt of your cancellation request we will contact the suppliers for any applicable refunds subject to the supplier’s terms and conditions.  If you are entitled to a refund, please note that the supplier is responsible for this refund, not Keys to Travel. Suppliers may choose to provide a travel voucher or credit in lieu of refund.  We are not responsible for a supplier’s failure to pay a refund or for supplier bankruptcy or insolvency. 

If the reason for cancellation is covered under the terms of your travel protection plan you may be able to reclaim these charges, for this reason we strongly encourage the purchase of a travel protection plan including additional cancel for any reason coverage.

Airline tickets are governed by the air carriers’ terms, and we are not responsible for any air carrier’s decision regarding refund.

CHANGES AND CANCELLATION BY THE SUPPLIER. We will inform you as soon as reasonably possible if a supplier needs to make a significant change to your confirmed booking or to cancel. We will also liaise between you and the supplier in relation to any alternative arrangements offered by the supplier, but we will have no further liability to you. 

If between planning time and/or during actual travel, circumstances require changes, Keys to Travel and its suppliers, reserve the right to cancel or vary any itinerary and substitute components of any tour, including but not limited to hotels and accommodations of comparable quality, if air schedule or surface transportation charges, security matters, and/or other events make such alterations necessary. Suppliers may substitute transportation equipment depending on any variety of factors, including the volume of passengers on a tour. During local or national holidays or special events, peak seasons, on certain days of the week, and during religious occasions, certain facilities such as museums, churches, restaurants, sightseeing tours, hotels, and shopping may be limited or not available. Alternatives will be offered whenever possible. Keys to Travel cannot be held responsible for any closures, necessary itinerary changes, or curtails for any reason. These changes will not be considered material changes and will not be consider cause for cancellation by the traveler. Normal cancellation penalties still apply to the tour that has been changed.

NO REFUND FOR UNUSED ARRANGEMENTS.   As Keys to Travel’s prices are based on contract rates, there will not be any refund for any unused portion of a travel booking. If you cancel while your trip is in progress, there is no refund for the unused portion.

FORCE MAJEURE. Keys to Travel assumes no liability for, any loss, damage, delay, or cancellation resulting in whole or in part from an Act of God or any other force majeure condition, including, without limitation: fire, volcanic eruption, hurricane, environmental pollution or contamination, inclement weather, earthquake, low or high water levels, flood, water or power shortages or failures, tropical storms or hurricanes, riots or civil commissions or disturbances, and any other acts of a similar nature, sabotage, arrests, strikes or labor disruptions, restraint of rulers or peoples, expropriations, acts of terrorism, war, insurrection, quarantine restrictions, government health advisories, epidemics, pandemics, or warnings or alerts of any kind of nature, government seizures, refusal or cancellation or suspension or delay of any government authority or any license, permit or authorization, damages to its facilities or the travel supplier and its facilities, or any other unforeseen circumstances or any other factors unforeseen by Keys to Travel that impacts negatively on, or hampers, its ability to fulfill any of its contractual conditions. In the circumstances amounting to force majeure, we will not be required to refund any money to you, although if we can recover any monies from our suppliers, we will refund these to you. Our planning fee is always non-refundable.

NON-OPERATION OF GROUP TOURS. All group tours are based on a minimum number of participants.  Keys to Travel makes every effort to ensure that tours meet their minimum requirements.  However, if the tour drops below the minimum number of participants cancellation of the tour may occur at the sole discretion of Keys to Travel.  In such case, guests will be advised at least 45 days prior to departure.  Keys to Travel reserves the right to change the departure date. We may offer alternative tour dates or other travel arrangements.  You may choose to accept these arrangements or to cancel your booking, in which case a full refund will be provided.  Any air cancellation will be in accordance with the terms of the carrier and Keys to Travel will not be liable for the carrier’s refusal to make any refund whatsoever.  In such case Keys to Travel will not be liable for any additional costs incurred outside of the tour prices such as visa and passport fees, travel insurance or any other purchases made by the guest in anticipation of the tour.

TRAVEL PROTECTION. It is the traveler’s responsibility to protect their purchases. For this reason, Travel Protection Coverage including additional cancel for any reason coverage is strongly recommended. Such plan should cover Trip Cancellation or Interruption, Medical Expense, Emergency Evacuation/Repatriation, and Baggage. Travel protection plans can help protect you in the event of loss of non-refundable trip deposits and payments that result from cancellation or trip interruption (due to a covered reason such as injury or illness before or during the trip). It also helps with reimbursement for medical emergency costs (including very costly medical evacuation costs), missed connections and baggage loss. Travel Protection Plans including cancel for any reason coverage must be purchased in close conjunction with your travel purchase.

Keys to Travel is not qualified to answer technical questions about the benefits, exclusions, and conditions of travel insurance plans. Keys to Travel cannot evaluate the adequacy of the prospective insured’s existing insurance coverage. If you have any questions about your travel protection, call your insurer or insurance agent or broker. 

Certain countries have a requirement for foreign visitors to have valid medical insurance on entry. Keys to Travel cannot be held responsible for denied entry if a traveler is unable to provide details to authorities of insurance or denial of entry for any reason. Declining to purchase an adequate travel protection plan could result in the loss of your travel cost and/or require more money to correct the situation. You also acknowledge that without this coverage, there may be no way to recoup any losses, costs or expenses incurred. If you choose to travel without adequate coverage, we will not be liable for any of your losses howsoever arising, for which trip protection plan coverage would otherwise have been available.   

DESTINATIONS AND DOCUMENTATION.  Travel to certain destinations may involve greater risk than others. Keys to Travel urges Travelers to remain informed daily as to current news, as well as to review travel prohibitions, warnings, announcements, and advisories issued by the United States Government prior to booking travel to international destinations. Information on conditions in various countries and the level of risk associated with travel to destinations can be found at http://www.state.gov , and http://www.cdc.gov . In addition, you should consult with government websites to ensure that you are following all requirements for admittance into that country, including COVID- 19 requirements, as well as understanding local laws that govern travel within a country, such as medical tests and tracking. Should you choose to travel to a country that has been issued a travel warning or advisory, Keys to Travel will not be liable for damages or losses that result from travel to such destinations. 

It is the responsibility of each traveler to obtain and carry a valid passport, visa(s), inoculations, vaccinations, and all other documents required by applicable government regulations. For up-to-date requirements US citizens should visit www.travel.state.gov. When travelling domestically within the USA or internationally, the U.S. Transportation Security Administration (TSA) and U.S. Department of Homeland Security (DHS) advise that everyone carry at least two forms of acceptable identification in order to board a flight, found here: http://www.tsa.gov/traveler-information/acceptable-ids . Keys to Travel strongly recommends that you consider that certain countries will not admit a passenger if their passport expires within six (6) months of the date of entry. Non-USA citizens may require additional documentation. Children and infants also require all such travel documents. Minors traveling with one parent, and/or without both parents, may be stopped and not admitted, unless authenticated and verified consent forms are provided to the authorities. 

Each foreign country holds different views of past criminal offenses, whether within or outside of their boundaries.  If you have a current or past offense, and you are unsure how the country you are traveling to (or through) views that offense, please contact that country directly for entry and exit requirements. We feel it is an invasion of privacy for any member of our staff to make such an inquiry.  It remains the traveler’s responsibility to make relevant inquiries and meet any requirements for travel.

Recommended inoculations and vaccinations for travel may change and you should consult your practitioner for current recommendations before you depart. It is your responsibility to ensure that you meet all health entry requirements, obtain the recommended inoculations, take all recommended medication, and follow all medical advice in relation to your trip. Inoculation requirements can be found on the Center for Disease Control website at https://www.cdc.gov/ . 

You acknowledge any failure to strictly comply with these requirements may result in denied boarding or an undue delay at an airport security checkpoint causing traveler to miss flight(s), and subsequent scheduled travel bookings tours.  Keys to Travel bears no responsibility for advising and/or obtaining required travel documentation for you, or for any delays, damages, and/or losses including missed portions of your vacation related to improper documentation or government decisions about entry.

INSECTICIDE NOTICE.   Travelers are encouraged to check the list of countries that require airlines to treat the passenger cabin with insecticides prior to the flight or while on the aircraft on the U.S. Department of Transportation’s Web site, as this list is updated from time to time: http://www.dot.gov/office-policy/aviation-policy/aircraft-disinsection-requirements .

NON-RESPONSIBILITY.   The Keys to Travel LLC, and its employees, shareholders, agents, and representatives use third party suppliers to arrange tours, transportation, sightseeing, lodging, and all other services related to this tour. Keys to Travel is an independent contractor and is not an employee, agent, or representative of any of these suppliers. Keys to Travel does not own, manage, operate, supervise, or control any transportation, vehicle, airplane, hotel or restaurants, or any other entity that supplies services related to your tour. All suppliers are independent contractors and are not agents or employees or representatives of Keys to Travel. All tickets, receipts, coupons, and vouchers are issued subject to the terms and conditions specified by each supplier, and by accepting the coupons, vouchers, and tickets, or utilizing the services, all travelers agree that neither Keys to Travel, nor its employees, agents, or representatives are or may be liable for any loss, injury, or damage to any tour traveler or their belongings, or otherwise, in connection with any service supplied or not supplied resulting directly or indirectly from any occurrence beyond the control of Keys to Travel. Keys to Travel assumes no responsibility or liability for any delay, change in schedule, loss, injury or damage or loss of any traveler that may result from any act or omission on the part of others; Keys to Travel assumes no responsibility or liability for personal property; and Keys to Travel shall be relieved of any obligations under these terms and conditions in the event of any strike, labor dispute, act of God, or of government, fire, war, whether declared or not, terrorism, insurrection, riot, theft, pilferage, epidemic, pandemic, illness, physical injury, quarantine, medical or customs or immigration regulation, delay, or cancellation. Keys to Travel accepts no responsibility for lost or stolen items. Keys to Travel reserves the right to refuse any traveler or potential traveler at its sole discretion.

ASSUMPTION OF RISK/WAIVER.  Traveler is aware that travel such area as traveler is undertaking on the trip may involve inherent risks, some in remote areas of the world. Inherent risks include, but are not limited to, risk of injury or death from: motor vehicles collisions, animals, roadway hazards, slips, and falls, criminal or terrorist acts, government actions, consumption of alcoholic beverages, tainted food, or non-potable water; exposure to the elements, including heat, cold, sun, water, and wind; your own negligence and/or the negligence of others, including tour guides, other travelers, Keys to Travel and its employees, agents and/or representatives; attack by or encounter with insects, reptiles, and/or animals; accidents or illness occurring in remote places where there are no available medical services; fatigue, chill, overheating, and/or dizziness,; known or unknown medical conditions, physical excursion for which you are not prepared or other such accidents; the negligence or lack of adequate training of any third-party providers who seek to assist with medical or other help either before or after injuries have occurred; accident or illness without access to means of rapid evacuation or availability of medical supplies or services; and the adequacy of medical attention once provided.

Traveler understands the description of these risks is not complete and that unknown or unanticipated risks may result in injury, illness, or death.  In order to partake of the enjoyment and excitement of this trip, traveler is willing to accept the risks and uncertainty involved as being an integral part of travel, including the risk of infection, illness, and death. Traveler hereby accepts and assumes full responsibility for any and all risks of illness, injury or death and of the negligence of Keys to Travel and agrees to and shall hold harmless and fully release The Keys to Travel, LLC its owners, members, agents, and assigns (together Keys to Travel) from any and all claims associated with the trip, including any claims of third party negligence and/or the negligence of Keys to Travel and traveler hereby covenant not to sue Keys to Travel for any such claims or join any lawsuit or action that is suing Keys to Travel. This agreement also binds your heirs, legal representatives, and assigns.  The terms of this HOLD HARMLESS AND RELEASE OF ALL LIABILITY paragraph, shall survive any termination or cancellation of this Contract, whether by operation of law or otherwise.

INDEMNIFICATION. Each traveler is expected to act responsibly and adhere to all behavior guidelines established by Keys to Travel and our local suppliers. Our local suppliers reserve the right to remove you from any trip if you endanger yourself or others or disrupt others. In any such case, there will be no refund.

Traveler agrees to and shall indemnify and hold harmless The Keys to Travel LLC, and each of our officers, directors, employees and agents (collectively “Keys to Travel”), from any expenses, losses, liabilities, damages, judgments, settlements and costs (collectively, “damages”) involved with or incurred by Keys to Travel (including, without limitation, reasonable attorneys’ fees and the advancement of same) with respect to any claims, law suits, arbitrations, or other causes of action, which result, directly or indirectly, from: (i) traveler’s breach or violation, or threatened breach or violation, of this Agreement and (ii) Any damage caused by traveler while participating in the trip.

BAGGAGE FEES . Due to continual changes in airline baggage policies, it is suggested that you inquire with your airline’s website for up-to-date fees and information. Keys to Travel is NOT responsible for additional fees incurred for baggage or seating. 

RE-CONFIRM YOUR FLIGHT. Keys to Travel advises you personally to re-confirm your flight schedule within 24 hours prior to departure directly with the airline in case of any last-minute changes or delays. Most airlines allow you to check in online 24 hours prior to departure.

PRE-EXISTING MEDICAL CONDITIONS/PERSONS WITH DISABILITIES. Keys to Travel is a certified autism travel professional. Please ask us how we can assist you craft a vacation for your family member with special needs. 

It is essential that you advise us before booking if you do have any disability or pre-existing medical condition which may affect your tour, or if you have any special requirements as a result of any disability or medical condition (including any which affect the booking process) so that we can assist you in finding the perfect vacation for you and your family. Keys to Travel will communicate requests to Suppliers, but cannot be responsible if ADA accommodations are not available.  Any accommodations provided will be at the sole expense of the traveler requiring the accommodation. Please note that accommodations outside of the USA may not be in compliance with the Americans with Disabilities Act and may not have wheelchair accessibility.

Our Suppliers are, unfortunately, unable to offer additional assistance to travelers with limited mobility and all such assistance will need to be provided by whoever the traveler is traveling with. Travelers with disabilities must notify Keys to Travel at the time of booking of status and of the identity of their non-discounted, paid travel companion who will be responsible for providing all necessary assistance. We may request that you provide a letter from your doctor confirming your fitness to travel.

GOVERNING LAW/SUBMISSION TO JURISDICTION/ CLASS ACTION WAIVER/ DAMAGES/NOTICE OF CLAIM. This Agreement and all attachments hereto and the rights of the parties hereunder shall be governed by and construed in accordance with the laws of the State of Colorado exclusive of conflict or choice of law rules. Any claims shall be brought in a court of competent jurisdiction located in Adams County, Colorado. You agree that you will only bring claims against Keys to Travel in your individual capacity and not as a plaintiff or class member in and purported class action or representative proceeding. Keys to Travel shall not in any case be liable for other than compensatory damages, and your payment of a deposit on a trip means that you agree to these conditions of sale and expressly waive any right to punitive damages. You understand and agree that no claims will be considered and that you will not bring suit against Keys to Travel unless you have first provided a typewritten notice of claim to Keys to Travel within 30 days after the trip or cancellation of the trip. ENTIRE AGREEMENT & SEVERABILITY . This agreement, including the terms and conditions of our suppliers, any other documents, including invoices, we provide you, constitutes the entire agreement and it supersedes all prior or contemporaneous communications and proposals, whether electronic, oral, or written, with respect to Keys to Travel. If any provision of these Terms shall be unlawful, void, or for any reason unenforceable, then that provision shall be deemed severable from these Terms and shall not affect the validity and enforceability of any remaining provisions.

Contact Us The Keys to Travel welcomes your questions or comments regarding the Terms: Email Address: [email protected] Telephone number: 920-660-8946

Effective as of February 3, 2022

The Keys to Travel is an independent affiliate of Gifted Travel Network - a Virtuoso Member & Forbes Travel Guide endorsed agency.

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Terms & conditions

Please read our Booking Terms and Conditions carefully as they set out Travel Department's respective rights and obligations.  

We are Travel Department, hereinafter referred to in these booking conditions as the ‘Organiser’, who arranges your transport, accommodation etc., and who offers it as a holiday. “Consumer” means you, the party leader who takes or agrees to take the holiday or any person on whose behalf you agree to purchase the holiday and who is listed on the confirmation invoice, or any other person to whom you transfer a holiday which you have bought. The contractual terms of Our Agreement apply between you and us because you have chosen a Package Holiday with us which is a ‘package’ within the meaning of The Package Holidays and Travel Act, 1995, and Linked Travel Arrangements Regulations 2018 and will enjoy the benefits conferred by it.   

NB: We shall send our confirmation invoice and any applicable amendment or cancellation invoice to you by email (or by post, by prior agreement). Additionally, if you contact us by email (for example with a query relating to your booking) regardless of how the booking was made, you authorise us to reply using the email address you have used to contact us. You must accordingly check your e-mails on a regular basis. We may also contact you by post if we cannot, for whatever reason, contact you by e-mail as set out above. References in these Booking Conditions to “send” include e-mail and post, as appropriate. If you have booked through a travel agent all correspondence with us must be carried out via your travel agent. 

1. Making your booking 

The party leader must be authorised to make the booking on the basis of these Booking Conditions by all persons named on the booking and their parent or guardian for all party members who are under 18 when the booking is made. By making a booking, the party leader confirms that he/she is so authorised. The party leader is responsible for making all payments due to us (see Clause2 below). The party leader must be at least 18 when the booking is made. Once we have received your booking and all appropriate payments, we will, subject to availability, confirm your holiday by issuing a confirmation invoice. This invoice will be sent to the party leader or your travel agent. Please check this invoice carefully as soon as you receive it. Contact us immediately if any information which appears on the confirmation or any other document appears to be incorrect or incomplete as it may not be possible to make changes later. We regret we cannot accept any liability if we are not notified of any inaccuracy in any document within 10 days of our sending it out (5 days for tickets). We will do our best to rectify any mistake notified to us outside these time limits but you must meet any costs involved in doing so. If you wish to, you may contact us by telephone or e-mail for any of the reasons mentioned in these booking conditions (for example, to request an amendment). 

2. Payment 

In order to confirm your chosen holiday, a deposit must be made at the time of booking (or full payment if booking within 10 weeks of departure) together with the full cost of any “extras”. Please note “extras” means any items not expressly specified as being included in the basic holiday cost e.g. event tickets - please also see Clause 5. The price of your holiday, any extras and your deposit will be notified to you before you book. If you wish to purchase the insurance policy we offer, all applicable premiums must also be paid at the time of booking - please see Clause 7. The balance of the holiday cost must be received by us not less than 10 weeks prior to departure. This date will be shown on the confirmation invoice. If you have made a booking directly on our website, the balance due will be taken from the card used to pay the deposit on the balance due date. A reminder will be sent before your balance is due. If we do not receive all payments due (including any surcharge where applicable) in full and on time, we are entitled to assume that you wish to cancel your booking. In this case, we will be entitled to keep all deposits paid or due at that date. If we do not cancel straight away because you have promised to make payment, you must pay the cancellation charges shown in Clause 7 depending on the date we reasonably treat your booking as cancelled. 

3. Your contract 

A binding contract between us comes into existence when we despatch our confirmation invoice to the party leader or your travel agent. We both agree that the terms of the contract in these booking conditions are to be interpreted under and subject to the laws of the Republic of Ireland. All holidays are provided by Travel Department, and the acceptance of service of proceedings is at Harmony Court, Harmony Row, Dublin 2. Changes to these Booking Conditions or the General Information shown on our website will only be valid if agreed by us. 

4. The cost of your holiday 

All prices quoted are stated in euro and are based on tariffs and exchange rates current and appropriate at the time of publication. If any of these vary, the cost of the holiday may increase or decrease accordingly. Any such increase/decrease must be paid by or refunded to the Consumer. During the period of thirty days prior to departure date, the price specified in the Contract shall not be increased by the Organiser. No refunds will be payable if any decrease in our costs occurs within this period either. The circumstances in which the prices may be varied shall only be to allow for changes in:   

(a) transport including the cost of fuel,   

(b) dues, taxes or fees chargeable for services such as landing taxes or embarkation or disembarkation fees at ports and airports, or   

(c) the exchange rates which apply to the particular package plus VAT. 

5. Insurance 

It is a condition of this contract that the Consumer is covered either by the travel insurance scheme arranged by the Organiser or covered by another travel insurance scheme which furnishes the consumer with at least the same level of cover as that afforded by the travel scheme arranged by the Organiser. The Consumer’s attention is drawn to the exclusion clauses and excess on the insurance policy and to the obligation contained therein to disclose any material facts at the time of purchasing the insurance policy arranged by the Organiser. It is the responsibility of the consumer to read their insurance policy before they travel and check that the insurance scheme provides the consumer with the desired level of cover. In the event that the Consumer does not avail of the Organiser’s travel insurance scheme it is his responsibility to ensure he has his own adequate travel insurance. It is the responsibility of the Consumer to check that the insurance cover scheme provides the Consumer with his desired level of cover. In so arranging insurance cover for the Consumer the Organiser is acting as agent of the relevant Insurer and shall not be responsible to the Consumer for any default by the Insurer under that policy. All claims made against the insurance policy shall be made directly to the Insurer. The Consumer shall be responsible for making any special or increased insurance arrangements which he deems necessary. The Organiser reserves the right to levy an administration charge in respect of any additional work or expenditure incurred by the Organiser in assessing the adequacy of the cover afforded by the alternative travel insurance scheme being taken out by the Consumer. It is his responsibility to ensure he has his own adequate travel insurance. 

6. Changes 

If after acceptance by the Organiser, a Consumer wishes to alter a holiday, the Organiser may do so at its discretion if practicable. A request for alteration must be made by the Consumer in writing to the Organiser; a non-refundable amendment fee of €35 per person together with a charge for any costs incurred by the Organiser and any costs or charges incurred or imposed by any of his suppliers will apply. If the alteration is impracticable the original holiday arrangement shall continue to apply. No alteration by the Consumer shall be effective until such time as the Organiser issues written confirmation of acceptance of such alteration. No changes can be made unless outside 10 weeks of the original departure date.   If only some of the Consumers on a booking request a change, which is found to be practicable, a price adjustment for all Consumers on the same booking may be payable and must be discharged on the date shown in the Organiser’s written confirmation of such change. If default is made by the Consumer in complying with the foregoing requirements, the Organiser shall have the right to cancel the holiday in accordance with Clause 7, and the cancellation charges as provided for in Clause 7 are payable by the Consumer.   

When changing your holiday details, the price of your new travel arrangements will be based on the price that applies on the day you make the change. These prices may not be the same as when you first made your booking. Some accommodation is priced according to the number of people staying there. If your party size changes, we’ll recalculate your booking cost based on the new number of people going. If fewer people share the accommodation, then the cost per person may go up. This extra cost isn’t a cancellation charge, and it isn’t normally covered by insurance.   

Once travel has commenced, no changes or alterations may be made by the Consumer and no refunds shall be made in respect of flights or other travel arrangements, which are not availed of.   

Where the Consumer is prevented from proceeding with the holiday, and subject to the agreement of the Organiser, he may transfer his booking to another person provided that it is not within 21 days of departure and the following conditions are met:   

- The Consumer authorises the transfer in writing   

- The person to whom the transfer is made complies with the terms of the existing booking   

- That person accepts the transfer and the terms of our agreement   

- That person purchases their own insurance, as original policy can’t be transferred, and the premium can’t be refunded   

 A Consumer who transfers a holiday booking shall be jointly and severally liable with the transferee to the Organiser or Retailer for payment of any balance due in respect of the holiday and for a name-change fee fee of €35 per person substituted in addition to any other costs incurred as a result of the amendment. Note: Certain travel arrangements (e.g. non-refundable air tickets) may not be changeable after a reservation has been made and any alteration request could incur a cancellation charge of up to 100% of that part of the arrangements.   

Requests for changes to all names on a booking may be treated as cancellation and the appropriate cancellation charges will apply as per Clause 7 of these conditions. Insurance is not transferable.   

7. Cancellation by you 

Should you or any member of your party need to cancel your chosen holiday once it has been confirmed, the party leader must immediately advise us in writing. Your notice of cancellation will only be effective when it is received in writing by us. You can e-mail [email protected] . As we incur costs from the time we confirm your booking, the following cancellation charges will be payable. Where the cancellation charge is shown as a percentage, this is calculated on the basis of the total cost payable by the person(s) cancelling excluding insurance premiums, amendment charges and any paid or owed “extras”. Insurance premiums, amendment charges and paid or owed “extras” are not refundable in the event of the person(s) to whom they apply cancelling.    

Period before departure within which written notification of cancellation is received by:   

 * If the value of your deposit/non-refundable payment is greater than this amount, the cancellation charge will be the loss of that non-refundable payment.   

Depending on the reason for cancellation, you may be able to reclaim these cancellation charges (less any applicable excess) under the terms of your insurance policy. Claims must be made directly to the insurance company concerned. Where any cancellation reduces the number of full paying party members below the number on which the price, number of free places and/or any concessions agreed for your booking were based, we will recalculate these items and re-invoice you accordingly.   

 8. Changes and cancellation by us 

(a) Without prejudice to the Consumer’s statutory rights, the Organiser reserves the right to alter, change, curtail or cancel a holiday.   

(b) If as a consequence of “force majeure” (as defined in Clause 9), the Organiser is obliged to curtail, alter, extend or cancel a holiday, the Consumer shall not be at liberty to maintain a claim for compensation or otherwise for any loss arising as a consequence of the said curtailment, alteration, extension or cancellation of the holiday.   

(c) A minimum number of bookings is required for a programme of holidays. The Organiser’s obligation to provide that programme shall be contingent upon the Organiser receiving and maintaining that minimum number of bookings. In the event that the Organiser does not receive the minimum number of bookings or having received such minimum number has that number reduced by reason of cancellations or transfers by the Consumers or otherwise, the Organiser shall be entitled to cancel or curtail the relevant programme at any time up to 4 weeks prior to the departure date and the Consumer shall not be entitled to make a claim for loss arising as a consequence of cancellation or curtailment in these circumstances. The Organiser shall notify the Consumer within seven days of any cancellation or curtailment necessitated by the foregoing circumstances.   

(d) If prior to the departure date there is a cancellation, alteration, change or curtailment relating to a holiday, which results in more than 12 hours change in the time of departure, or a change of resort or in the type of accommodation offered, or some other change which fundamentally alters the holiday, the Organiser shall, if practicable, offer an alternative comparable holiday of at least similar standard or shall refund the Consumer all monies paid. Unless within four days of issue of the offer of an alternative holiday, it is declined by the Consumer in writing, the Organiser shall assume that the Consumer has accepted such offer. Where the offer is declined the Consumer shall only be entitled to return of payment made.   

(e) Where the Organiser makes an alteration in the holiday as contemplated in sub-paragraph (d) of this clause and the Consumer accepts the alternative holiday the Consumer shall be entitled to receive compensation in accordance with the scale set out in this sub-paragraph. No compensation shall be payable where the alteration is for the reasons referred to in sub paragraphs (b) or (c) of this clause.    

9. Force majeure 

In accordance with the provisions of Clause 8, the Consumer should be aware that some suppliers, such as carriers, impose cancellation fees and apply restrictions which are not within the control of the Organiser and for which the Organiser shall not be held liable. In these booking conditions the term “force majeure” means unusual and unforeseeable circumstances beyond the control of the Organiser or other suppliers of services, the consequences of which could not have been avoided even if all due care had been exercised or an event which the Organiser or the supplier of services even with all due care could not foresee or forestall, including, Acts of God, natural disasters, adverse weather conditions, fire or other destruction of any vessel, craft or vehicle to be used in connection with a holiday, riots, acts of war, civil commotion, exercise of legislative, municipal, military or other authority, strikes, industrial action, requisition of equipment, mechanical breakdown, shortage of fuel, insolvency or default of any carrier or service supplier connected with a holiday, fraud perpetrated against the Organiser or any other reason beyond the control of the Organiser.   

10. Our liability to you 

The Organiser shall not be liable for any damage caused to the Consumer by the failure to perform the contract or the improper performance of the contract where the failure or the improper performance is due neither to any fault of the Organiser nor to that of another supplier of services because:   

(a) the failures which occur in the performance of the contract are attributable to the Consumer;   

(b) such failures are attributable to a third party unconnected with the provision of the services contracted for, and are unforeseeable or unavoidable; or   

(c) such failures are due to (i) unusual and unforeseeable circumstances beyond the control of the Organiser or other supplier of services, the consequences of which could not have been avoided, even if all due care had been exercised; or (ii) an event which the Organiser, or the supplier of the services, even with all due care, could not foresee or forestall. In the case of damage other than death or personal injury or damage caused by defamation or by the wilful misconduct or gross negligence of the Organiser the amount of compensation which will be paid to the Consumer will be limited to, in the case of an adult an amount equal to double the inclusive price of the holiday to the adult concerned and in the case of a minor an amount equal to the inclusive price of the holiday to the minor concerned. The Organiser's liability will not exceed any limitation applicable under any international convention governing or relating to the provision of the service complained of in the place where they are performed or due to be performed, even if that convention has not been ratified or applied in the Republic of Ireland. In the event of any liability on the part of the Organiser for injury, illness or death, no payment will be made unless the following conditions are complied with:   

(i) the Consumer must advise the Organiser in relation to the injury or illness while the Consumer is at the destination and must also write to the Organiser within three months of the completion of the holiday;   

(ii) the Consumer must transfer any rights that the Consumer has, in respect of such injury, illness or death against any person to the Organiser;   

(iii) the Consumer must co-operate fully with the Organiser to enable the Organiser or its insurers to enforce such rights. In respect of international air travel, the Warsaw Convention 1929 (including as amended by the Hague Protocol of 1995 and by any of the additional Montreal Protocol of 1975) or the Montreal Convention 1999; in respect of rail travel, the Berne Convention 1961, in respect of carriage by sea, the Athens Convention 1974; in respect of carriage by road, the Geneva Convention 1973; and, in respect of hotels, the Paris Convention 1962. For the Avoidance of doubt, this means that the Organiser is to be regarded as having all benefits of any limitations of compensation contained in any of these conventions or any other international conventions applicable to the Consumer's holiday.   

This information notice summarises the liability rules applied by Community air carriers as required by Community legislation and the Montreal Convention.   

Compensation in the case of death or injury: There are no financial limits to the liability for passenger injury or death. For damages up to 100,000 SDRs (Special Drawing Rights, approximately €120,000) the air carrier cannot contest claims for compensation. Above that amount, the air carrier can defend itself against a claim by proving it was not negligent or otherwise at fault.   

Advance payments: If a passenger is killed or injured, the air carrier must make an advance payment, to cover immediate economic needs, within 15 days from the identification of the person entitled to the compensation. In the event of death, this advance payment shall not be less than 16,000 SDRs (approximately €19,300).   

Passenger delays: In the case of a passenger delay, the air carrier is liable for damage unless it took all reasonable measures to avoid the damage or it was impossible to take such measures. The liability for passenger delay is limited to 4,150 SDRs (approximately €4,500).   

Baggage delays: In the case of a passenger delay, the air carrier is liable for damage unless it took all reasonable measures to avoid the damage or it was impossible to take such measures. The liability for baggage delay is limited to 1,000 SDRs (approximately €1,200). Destruction, loss or damage to baggage: The air carrier is liable for destruction, loss or damage to baggage up to 1,000 SDRs (approximately €1,200). In the case of checked baggage, it is liable even if not at fault, unless the baggage was defective. In the case of unchecked baggage, the carrier is liable only if at fault.   

Higher limits for baggage: A passenger can benefit from a higher limit by making a special declaration at the latest at check-in and by paying a supplementary fee.   

Complaints on baggage: If the baggage is damaged, delayed, lost or destroyed, the passenger must write and complain to the air carrier as soon as possible. In the case of damage to checked baggage, the passenger must write and complain within 7 days, and in the case of delay within 21 days, in both cases from the date on which the baggage was placed at the passenger's disposal.   

Liability of contracting and actual carriers: If the air carrier actually performing the flight is not the same as the contracting air carrier, the passenger has the right to address a complaint or to make a claim for damages against either. If the name or code of an air carrier is indicated on the ticket/e-ticket, that air carrier is the contracting air carrier.   

Time limit for action: Any action in court to claim damages must be brought within two years from the date of arrival of the aircraft, or from the date on which the aircraft ought to have arrived.   

Basis for the information: The basis for the rules described above is the Montreal Convention of 28 May 1999, which is implemented in the Community by Regulation (EC) No.2027/97 (as amended by Regulation (EC) No. 889/2002 and national legislation of the member states).   

11. Complaints 

(a) If the Consumer wishes to make a complaint in relation to a holiday, he must immediately inform the Organiser’s representative at the location where the Consumer is when the complaint arises, thereby giving the Organiser reasonable opportunity to rectify any matters. If the Consumer fails to comply with such requirements, the Organiser shall be entitled to recover the cost from the Consumer of any additional expense incurred by it in carrying out subsequent investigation of a complaint, which is found to be unjustified.   

(b) Notwithstanding Section (a), the Consumer shall be obliged to notify the Organiser, in writing, of any complaint within 28 days after his return to the port of departure, or termination of the holiday, whichever is the earlier. Any complaint received after this period will not be entertained. Complaints may only be submitted by the Consumer who made the booking (i.e. ‘lead name’).   

(c) Alternatively, claims for less than €2,000 per booking may be pursued through the Small Claims Court.   

12. Behaviour 

When you book with us, you, as the Consumer accept responsibility for any damage or loss caused by you or any member of your party. Full payment for any such damage or loss must be paid direct at the time to the accommodation owner or manager or other supplier. If you fail to do so, you will be responsible for meeting any claims subsequently made against us (together with our own and the other party’s full legal costs) as a result of your actions.   

We expect all clients to have consideration for other people. If in our reasonable opinion or in the reasonable opinion of any other person in authority, you or any member of your party behaves in such a way as to cause or be likely to cause danger, upset or distress to any third party or damage to property, we are entitled, without prior notice, to terminate the holiday of the person(s) concerned. In this situation, the person(s) concerned will be required to leave the accommodation or other service. We, as Organiser will have no further responsibility toward such person(s) including any return travel arrangements. No refunds will be made and we will not pay any expenses or costs incurred as a result of the termination.   

The Organiser further reserves the right to decline any future booking, where the behaviour or conduct of a Consumer during the course of a holiday results in danger, upset or distress to others.   

13. Conditions of suppliers 

Many of the services which make up your holiday are provided by independent suppliers. Those suppliers provide these services in accordance with their own terms and conditions. Some of these terms and conditions may limit or exclude the supplier’s liability to you, usually in accordance with applicable International Conventions (see Clause 10).Copies of the relevant parts of these terms and conditions are available on request from us or the supplier concerned. The Consumer is solely responsible for ensuring that he/she presents himself at the port of departure in sufficient time prior to the designated departure time to complete embarkation requirements. If the Consumer arrives after the check-in time stipulated in the travel documentation provided to the Consumer, the Organiser shall not be obliged to carry the Consumer and shall be entitled to treat the holiday as having been cancelled by the Consumer. It is also the Consumer’s responsibility to ensure all travel documents, i.e. passports and visas are in order. The Consumer is restricted by regulation of carriers and executive authority with regard to the weight, type and contents of baggage which he may take on board the craft and/or vehicles which will be used in connection with the holiday. The Consumer shall be responsible for ascertaining any limitations which apply in this regard and shall not present himself at the port of departure with any prohibited item in his luggage or on his person or with items which exceed weight or dimension restrictions applicable. The Consumer hereby agrees that he shall abide by all instructions or directions given by a member of the Organiser’s staff or any crew member of a carrier’s craft or vehicle used in connection with the holiday and hereby agrees to indemnify the Organiser against any loss or injury suffered or incurred by any other person as a consequence of the Consumer’s failure to act in accordance with any such direction or instruction.   

The Organiser and its suppliers will always do the utmost to ensure your safety and wellbeing while on tour. On certain tours our local service providers will ask you to sign an ‘Acceptance of risk’ form prior to accepting your participation in a specific activity.   

14. Special needs and special requests 

Special Needs: It shall be the Consumer’s responsibility to disclose to the Organiser prior to booking any physical or mental condition of a member of his party which may be relevant. Consumers are required to complete and return the Organiser’s Special Needs Form detailing any special requirements which they may have as a consequence of any physical or mental condition. No liability shall attach to the Organiser for the provision of an unsuitable holiday for a person with special needs where disclosure of the disability has not been made to the Retailer or to the Organiser where booking has been made directly with the Organiser. The Organiser reserves the right to decline or provide a holiday for a person with special needs where in the Organiser’s opinion that holiday would be inconsistent with the special needs of that person. Please note that it may be necessary to levy surcharges to cover the additional cost of providing suitable transfers and any other special needs requirements, subject to availability.   

Special Requests: Special requests (e.g. ground floor accommodation, sea view, etc.) shall be communicated by the Consumer in writing to the Organiser or Retailer at the time of making the booking. The Organiser shall use reasonable endeavours to fulfil such requests. The granting of such requests is the sole responsibility of the relevant supplier. No liability shall attach to the Organiser for failure to comply with a special request and such requests do not form part of the contract.   

We are unable to accommodate children under 12 years old at the date of departure, with the exception of our Lapland tours. For any cruises, the minimum age limit is 18 years old at the date of departure. Any minor (up to 18 years) must be accompanied by and share a cabin/room with an adult aged 21 or over. If the adult is not the minor’s parent, a “Parental Consent Guardianship Form” must be signed by a parent or legal guardian prior to departure. We do not accept bookings from any unaccompanied customers under the age of 18.   

15. Excursions, activities and advertised information 

The information contained on our website is correct to the best of our knowledge. We may provide you with information (and/or when you are on holiday) about activities and excursions which are available in the area you are visiting. We have no involvement in any such activities or excursions which are neither run, nor supervised, nor controlled in any way by us. They are provided by local operators or other third parties who are entirely independent of us. They do not form any part of your contract with us even where we suggest particular operators/other third parties and/or assist you in booking such activities or excursions in any way. We cannot accept any liability on any basis in relation to such activities or excursions and the acceptance of liability contained in clause 10 of our booking conditions will not apply to them. We do not however exclude liability for the negligence of ourselves or our employees resulting in your death or personal injury. We cannot guarantee accuracy at all times of information given in relation to such activities or excursions or about the resorts/area you are visiting generally (except where this concerns the services which will form part of your contract) or that any particular excursion or activity which does not form part of our contract will take place as these services are not under our control.   

16. Passports and visa requirements 

It is the sole responsibility of the Consumer to ensure that he/she is in possession of all travel documentation i.e. passports, visas (where relevant) and that same are in order. The Consumer hereby agrees to indemnify the Organiser for any costs incurred by the Organiser as a consequence of the Consumer being denied transportation entry as a consequence of the Consumer failing to have their travel documentation, passport or visa (if required) not in order.   

17. Flight delays and denied boarding 

Pursuant to Regulation EC261/04 airline passengers are granted rights including in certain circumstances the right to cancel their flight and receive reimbursement of the cost of the flight from their airline. Full details of these rights will be publicised at EU airports and will also be available from affected airlines. HOWEVER, YOU SHOULD NOTE THAT REIMBURSEMENT OF THE COST OF A FLIGHT THAT FORMS PART OF YOUR HOLIDAY IS THE RESPONSIBILITY OF YOUR HOLIDAY AIRLINE AND WILL NOT AUTOMATICALLY ENTITLE YOU TO REIMBURSEMENT OF THE COST OF YOUR HOLIDAY FROM US.   

In cases of flight delays and cancellations, passengers are entitled to receive assistance including the provision of refreshments, meals, and accommodation where appropriate from their airline and passengers should seek details of their entitlements from their airline in the event of a flight delay and or flight cancellation occurring. The Organiser does not accept any liability for any costs incurred in such circumstances.   

18. Your financial security 

Travel Department, with whom you make a contract when you book, is operated by Travel Department. We hold Tour Operators Licence Number T.O.163 and Travel Agent’s Licence Number 0692 issued by the Commission for Aviation Regulation and as a requirement have arranged an approved secured bond. This means that when you book a holiday which includes a flight with us you can be entirely confident that in the unlikely event of our insolvency before or during your holiday, any money you have paid to us is fully secured, and if you are overseas, that full arrangements will be made to repatriate you at the end of your holiday.   

Other Holidays   

In compliance with The Package Holidays and Travel Trade Act 1995 (Republic of Ireland), an insurance policy has been arranged with Arcus Solutions, to protect Republic of Ireland customers’ prepayments in the unlikely event of our financial failure, and paid in respect of:   

• Non-flight packages sold by the Policyholder to Republic of Ireland customers as principal to the contract for: 
• a refund of such prepayments if customers have not yet travelled, or 
• making arrangements to enable the holiday to continue if customers have already travelled 
• repatriation of customers as may be applicable, subject to the terms of the insurance policy. 

In the unlikely event of financial failure please contact the claims helpline on +44 (0) 1702 811397. A copy of the policy is available on request.  

This policy is provided by:   

Arcus Solutions – 3 Cours Charlemagne, 69002 Lyon – SARL au capital de 1 000€ – Téléphone: +44 (0) 207 065 5300. www.arcus-solutions.fr   

RCS de Lyon n°853 774 529 – Code APE n°6622Z – ORIAS n°19006898. Le registre des intermédiaires d’assurances est tenu à jour par l’ORIAS disponible sur www.orias.fr   

Entreprise régie par le Code des Assurances et soumise au contrôle de l’ACPR – 4 place de Budapest, CS 92459, 75436 Paris Cedex 09   

RC Professionnelle et Garantie Financière conformes aux articles L. 512-6 et L. 512-7 du Code des Assurances   

This policy is underwritten by Accelerant Insurance Europe SA registered and authorised by the National Bank of Belgium and regulated by the Financial Services and Markets Authority (Ref. 3193), Acting in Ireland under Freedom of Services.   

19. Identity of carriers 

We are obliged to inform you, at time of booking, of the identity of the operating air carrier(s) which is due to perform, or likely to perform, your flight and if there are any changes to the operating air carrier(s) we are obliged to inform you of any such change(s) as soon as possible. If we don’t know the identity of the operating carrier(s) at time of booking, we must inform you of same as soon as such identity is established. In all cases, we are obliged to inform you of the identity of the operating air carrier at check-in or on boarding, where no check-in is required for a connecting flight In accordance with EU Directive – (EC) No.2111/2005, Article 9, we are required to bring to your attention the existence of a ‘Community Blacklist’, which contains details of air carriers that are subject to an operating ban within the EU Community. The Community list is available for inspection at http://ec.europa.eu/transport/air-ban/list_en.htm   

20. Tour or cruise only holidays (excluding return flights to your destination) 

If you are joining our tour at the destination, The Organiser’s responsibility does not commence until the start of the first service on your Confirmation Invoice. You must make your own travel arrangements to the start point of the tour. That will either be the accommodation for the first night of the holiday, or a local airport, as specified on your Confirmation Invoice. Similarly, the Organiser’s responsibility ends once the itinerary has been completed, which will either be on check-out from the accommodation on the last night of your tour, or after your final transfer as specified in the Itinerary for your tour, or on your Confirmation Invoice.   

Because, as per clause 8 above, the Organiser is entitled to cancel a tour up to 4 weeks prior to the departure date in the event that minimum numbers have not been reached, you are advised only to book fully flexible connecting transport and other arrangements, which can be cancelled or changed without charge.  The organiser cannot pay any cancellation, amendment or other charges you may incur in relation to any arrangements which you have to change or cancel as a result of any change to your trip, for whatever reason. Similarly, the Organiser will not be responsible for expenses you incur or unused services in the event that your flights are cancelled or delayed and this impacts your ability to join or participate in the tour.   

21. Data protection 

So that we can process your booking and to meet our legal obligations to fulfil our contract with you, we require that you provide personal data relating to all persons travelling on the booking, including children (data subjects). We are committed to protecting your privacy and information and agree to process your personal information in accordance with our Privacy Notice, which is available online or can be emailed to you on request  [email protected] , the Data Protection Acts 1988 – 2003 and the GDPR serve as the basis of how we protect your personal data.   

Personal data means any data relating to the data subject, such as name, address, date of birth, bank or credit card details, passport details. Sensitive data includes racial or ethnic origin and religious beliefs, biometric data for the purpose of uniquely identifying you, data concerning health, including any special needs/dietary requirements. We require the written consent of every person travelling on your booking to process any sensitive data. Where there is a child in your booking then we require the written consent of the lawful parent or guardian of the child.   

Information that you provide us will be held on Travel Department’s systems for use by us for the following purposes:-   

(i) Booking Information   

(ii) Information about you (and your travelling party) may be passed to holiday providers and suppliers;   

(iii) If you apply for insurance, then we may process information (including medical information) about you (or your travelling party) and pass it to the insurers;   

(iv) Information supplied by you may be processed by us for Statistical Analysis and or Market Research and may in certain instances be disclosed to our agents for the purpose of fraud prevention and or debt collection;   

(v) To contact you via e-mail, letter or phone with details of Travel Department’s or selected suppliers’ products and services including financial services, which may be of interest to you, provided you have opted in to receive these communications.   

We take full responsibility for ensuring that proper security measures are in place to protect your personal data, including security measures of any company or person processing your personal data on our behalf. Where we disclose your personal data to a third party overseas recipient (including recipients located outside of the EEA), the recipient may be located in a country with laws that do not protect personal information as stringently as those of Ireland or any EEA. We will only transfer your personal data to a third party or an international organisation only if the third party or international organisation processing your personal data has provided appropriate safeguards, and on condition that your rights and the legal remedies in respect of your data are in place.   

We will retain your personal data in our archived system for up to 7 years from the last use of such personal data to allow us to comply with legal obligations relating to bookings and for the additional purpose of defending any legal action brought against us in relation to your contract with us. We will only keep your personal data for as long as it is necessary or is required by law.   

A copy of your personal information held by Travel Department can be provided on request. You have the right to have any inaccurate personal information rectified or erased, subject to any legal basis on which we may object. Please note that airlines are required by new laws introduced in the United States and other countries to give border control agencies access to passenger data. Accordingly any information we hold about you and your travel arrangements may be disclosed to the customs and immigration authorities of any country in your itinerary.   

22. Public Health Emergencies 

Travel worldwide can be impacted by many factors including pandemics and other health related occurrences and in order to manage these risks, governments and regulatory authorities have issued various laws, regulations and guidance. Laws, regulations and the suppliers (such as airlines, hoteliers, transfer suppliers and other service suppliers) may oblige You (which includes all members of your party) to follow protocols aimed at managing  risk, such as undergoing temperature checks, the provision of health information, the production of vaccination certificates , wearing personal protective equipment such as face-masks and gloves and adhering to social distancing requirements. In resort the number of persons who may use facilities or services at any particular time may be limited, the availability of certain facilities and services (e.g. buffet and self-service restaurants), spas, pools and entertainment may be restricted or not available, accommodation configurations may be changed, it may be necessary to pre-book facilities and services, and enhanced sanitisation measures and other hygiene requirements may be in place. Airports, ports, border control or other third parties may oblige You to undertake take a health check or other risk management measures as a condition of entry or departure or so as to avail of services. It is Your obligation to obtain details of these requirements prior to departure and ensure adherence to same. Failure or refusal to meet these requirements, may result in denied boarding, entry or return or the use of some other facility or service. Travel Department shall not be liable for any refunds or compensation in such instances. Quarantine or self-isolation measures may be imposed on You, either in the resort or on return and such measures are subject to change and can be imposed at short notice. Travel Department shall not be liable for any costs that arise in in relation to such matters. Should You contract any illness during travel, You may be required to self-isolate or adhere to other risk management protocols and suppliers may not be in a position to provide the relevant service(s). In such a situation, Travel Department will provide such reasonable assistance as it is possible but will not be responsible for covering any additional costs incurred by the traveller such as refunding or compensating for any reduction of the holiday, additional, unused, cancelled or rebooked transport and/or accommodation costs or other associated costs. Travel Department shall have no liability for any refunds, compensation, losses, costs, expenses or damages incurred by You relating to any of the above or if You are unable to travel or make use of all or part of the holiday because of these matters. It is your responsibility to arrange adequate travel insurance to cover You. Your insurance should include cover against pandemics and other health related incidents which may affect or curtail Your booking.   

23. Images and marketing 

You agree that, while participating in any Tour, images, photos or videos may be taken by other participants, the Tour Operator or its representatives that may contain or feature you. You consent to any such pictures being taken and grants a perpetual, royalty-free, worldwide, irrevocable license to the Tour Operator, its contractors, sub-contractors and assigns, to reproduce for any purpose whatsoever (including marketing, promotions and the creation of promotional materials by or with sub-licensees), in any medium whatsoever, whether currently known or hereinafter devised, without any further obligation or compensation payable to you. 

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Owner account

Owner app terms of use

PLEASE READ THESE LICENCE TERMS CAREFULLY BY DOWNLOADING THE APP YOU AGREE TO THESE TERMS. IF YOU DO NOT AGREE TO THESE TERMS DO NOT DOWNLOAD THE APP

Version A 1.0 last modified 22 February 2022

Who we are and what this licence does

We The Travel Chapter Ltd of Gammaton Road, Bideford, Devon, EX39 4DF license you to use:

• The Travel Chapter Owner mobile application software ( App ) and any updates or supplements to it.
• The related online documentation ( Documentation ).
• The services you connect to via the App and the content we provide to you through it ( Services ) as permitted in these terms.

Your privacy

Under data protection legislation, we are required to provide you with certain information including who we are, how we process your personal data and for what purposes and your rights in relation to your personal data and how to exercise them. This information is provided in our privacy statement and it is important that you read that information.

UK Android / Apple App Store terms also apply

The ways in which you can use the App and Documentation may also be controlled by the UK Android and Apple App Store rules and policies.

Apple App Store

Apple App Store Terms of Use and UK Apple App Store rules and policies will apply instead of these terms where there are differences between the two.

Android Google Play Store

Google Play Store Terms of Use and UK Google Play Store rules and policies will apply instead of these terms where there are differences between the two.

How you may use the App, including how many devices you may use it on

In return for your agreeing to comply with these terms you may:

• Download or stream a copy of the App onto your OWN device and view , use and display the App and the Services on such devices for your personal purposes only .
• Use any Documentation to support your permitted use of the App and the Services.
• Receive and use any free supplementary software code or update of the App incorporating “patches” and corrections of errors as we may provide to you.

If you sell any device on which the App is installed, you must remove the App from it. You may not transfer the App to someone else.

You must be 18 or over to ACCEPT these terms and use the app.

Changes to these terms

We may need to change these terms to reflect changes in law or best practice or to deal with additional features which we introduce.

We will give you at least 30 days’ notice of any changes. If you do not accept the notified changes you may continue to use the App and the Services in accordance with the existing terms but certain new features may not be available to you or you will not be permitted to continue to use the App and the Services.

Update to the App and changes to the Services

From time to time we may automatically update the App and change the Services to improve performance, enhance functionality, reflect changes to the operating system or address security issues. Alternatively, we may ask you to update the App for these reasons.

If you choose not to install such updates or if you opt out of automatic updates you may not be able to continue using the App and the Services.

The App will always work with the current or previous version of the operating system (as it may be updated from time to time) and match the description of it provided to you when you downloaded it.

If someone else owns the phone or device you are using

If you download or stream the App onto any phone or other device not owned by you, you must have the owner’s permission to do so. You will be responsible for complying with these terms, whether or not you own the phone or other device.

The App or any Services may contain links to other independent websites which are not provided by us. Such independent sites are not under our control, and we are not responsible for and have not checked and approved their content or their privacy policies (if any).

You will need to make your own independent judgement about whether to use any such independent sites, including whether to buy any products or services offered by them.

Licence Restrictions

You agree that you will:

• Not rent, lease, sub-license, loan, provide, or otherwise make available, the App or the Services in any form, in whole or in part to any person without prior written consent from us;
• Not copy the App, Documentation or Services, except as part of the normal use of the App or where it is necessary for the purpose of back-up or operational security;
• Not translate, merge, adapt, vary, alter or modify, the whole or any part of the App, Documentation or Services nor permit the App or the Services or any part of them to be combined with, or become incorporated in, any other programs, except as necessary to use the App and the Services on devices as permitted in these terms;
• Not disassemble, de-compile, reverse engineer or create derivative works based on the whole or any part of the App or the Services nor attempt to do any such things, except to the extent that (by virtue of sections 50B and 296A of the Copyright, Designs and Patents Act 1988) such actions cannot be prohibited because they are necessary to decompile the App to obtain the information necessary to create an independent program that can be operated with the App or with another program ( Permitted Objective ), and provided that the information obtained by you during such activities:
• Is not disclosed or communicated without the Licensor’s prior written consent to any third party to whom it is not necessary to disclose or communicate it in order to achieve the Permitted Objective; and
• Is not used to create any software that is substantially similar in its expression to the App;
• Is kept secure; and
• Is used only for the Permitted Objective;
• Comply with all applicable technology control or export laws and regulations that apply to the technology used or supported by the App or any Services.

Acceptable Use Restrictions

• not use the App or any Services in any unlawful manner, for any unlawful purpose, or in any manner inconsistent with these terms, or act fraudulently or maliciously, for example, by hacking into or inserting malicious code, such as viruses, or harmful data, into the App, any Services or any operating system;
• not infringe our intellectual property rights or those of any third party in relation to your use of the App or any Services, including by the submission of any material (to the extent that such use is not licensed by these terms);
• not transmit any material that is defamatory, offensive or otherwise objectionable in relation to your use of the App or any Services;
• not use the App or any Services in a way that could damage, disable, overburden, impair or compromise our systems or security or interfere with other users; and
• not collect or harvest any information or data from any Services or our systems or attempt to decipher any transmissions to or from the servers running any Services.

Intellectual Property Rights

All intellectual property rights in the App, the Documentation and the Services throughout the world belong to us and the rights in the App and the Services are licensed (not sold) to you. You have no intellectual property rights in, or to, the App, the Documentation or the Services, other than the right to use them in accordance with these terms.

Our responsibility for Loss or damage suffered by you

We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking these terms or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time you accepted these terms, both we and you knew it might happen.

We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors or for fraud or fraudulent misrepresentation.

When we are liable for damage to your property. If defective digital content that we have supplied damages a device or digital content belonging to you, we will either repair the damage or pay you compensation. However, we will not be liable for damage that you could have avoided by following our advice to apply an update offered to you free of charge or for damage that was caused by you failing to correctly follow installation instructions or to have in place the minimum system requirements advised by us.

We are not liable for business losses. The App is for domestic and private use. If you use the App for any commercial, business or resale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

Limitations to the App and the Services. The App and the Services are provided for general information purposes only. They do not offer advice on which you should rely. You must obtain professional or specialist advice before taking, or refraining from, any action on the basis of information obtained from the App or the Services. Although we make reasonable efforts to update the information provided by the App and the Services, we make no representations, warranties or guarantees, whether express or implied, that such information is accurate, complete or up to date.

Please back-up content and data used with the App. We recommend that you back up any content and data used in connection with the App, to protect yourself in case of problems with the App or the Services.

Check that the App and the Services are suitable for you. The App and the Services have not been developed to meet your individual requirements. Please check that the facilities and functions of the App and the Services (as described on the applicable appstore site and in the Documentation) meet your requirements.

We are not responsible for events outside our control. If our provision of the Services or support for the App or the Services is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event but if there is a risk of substantial delay you may contact us to end your contract with us and receive a refund for any Services you have paid for but not received.

We may end your rights to use the APP and the service if you break these terms

We may end your rights to use the App and Services at any time by contacting you if you have broken these terms in a material way. If what you have done can be put right we will give you a reasonable opportunity to do so.

If we end your rights to use the App and Services:

• You must stop all activities authorised by these terms, including your use of the App and any Services.
• You must delete or remove the App from all devices in your possession and immediately destroy all copies of the App which you have and confirm to us that you have done this.
• We may remotely access your devices and remove the App from them and cease providing you with access to the Services.

We may transfer this agreement to someone else

We may transfer our rights and obligations under these terms to another entity. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.

You need our consent to transfer your rights to someone else

You may only transfer your rights or your obligations under these terms to another person or entity if we agree in writing.

No rights for third parties

This agreement does not give rise to any rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of this agreement.

If a court finds part of this contract illegal, the rest will continue in force

Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

Even if we delay in enforcing this contract, we can still enforce it later

Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.

Which laws apply to this contract and where you may bring legal proceedings

These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.

The Travel Chapter Limited trading as Holidaycottages.co.uk is an appointed representative of ITC Compliance Limited which is authorised and regulated by the Financial Conduct Authority (their registration number is 313486) and which is permitted to advise on and arrange general insurance contracts as an intermediary.

The Travel Chapter Limited is registered in England and Wales. Registered office: Travel Chapter House, Gammaton Road, Bideford, EX39 4DF. Company No. 02431506 VAT reg: 143053210

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Additional Terms & Conditions

Virgin voyages additional terms and conditions .

Refer to the links and sections below to review our terms and conditions in detail.

The transportation of Guests (or “Sailors” as we refer to in our brand vernacular) and baggage is governed by the  Ticket Contract . Virgin Cruises Intermediate Limited (referred to herein as “Virgin Voyages,” “we,” or “our”) has two Ticket Contracts, but only one will apply to you as a Guest: one is for a Guest from everywhere except the United Kingdom, and one is for a Guest from the United Kingdom. In addition, there are other terms and conditions that apply (hey, it’s a complex operation to have an amazing adventure with 2,700 Guests!) -- please see the links below.  We urge you to read them, as you’re agreeing to be bound by them when you book a cruise with Virgin Voyages (a “ Voyage ”). 

• Ticket Contract for All Guests except those from UK and EEA
• Ticket Contract for UK Guests Only
• Ticket Contract for EEA Guests Only
•   Offer Terms & Conditions
• Website Terms & Conditions
• Data Privacy Terms & Conditions

Booking a Voyage on one of our ships constitutes acceptance of the items listed above (but as for the Ticket Agreement, only the one applicable to you), which include these Additional Terms and Conditions. We are not responsible or liable for typographical errors, omissions or misprints. We further reserve the right to correct or change these Additional Terms & Conditions, the Ticket Agreements, or website, with or without notice. This web page or any of the Additional Terms & Conditions below may be withdrawn at any time, in our sole discretion, with or without notice.

In the case of any conflict between these Additional Terms & Conditions and the relevant Ticket Contract, the relevant Ticket Contract will prevail.  

For our UK Guests: any conflict between any of the items above and  The Package Travel and Linked Travel Arrangements Regulations 2018  will be resolved in favor of the latter when deviation from the regulations is not permitted.  Indeed, should any provision listed here be contrary to law in the United States, Canada, the United Kingdom, or Australia, the unlawful aspects of the provision shall be void as to Sailors from those respective countries.

Our Voyages are adult-only, so Guests must be at least 18 years old to sail with us.

Booking Policies

• These are our standard booking policies. While our standard booking policies provide options and flexibility should plans change, from time to time we may activate a specifically branded “Flexible Booking Policies” offer, or other special offers, that may affect bookings, deposits, payment schedules, cancellations, and/or refunds on cancelled voyages. Click here (or the Offer Terms & Conditions link above, which takes you to the same place) to see if Flexible Booking Policies or another special offer is in effect at the time you book.
• The minimum age to book a Voyage is 18 years old.
• A deposit is required to confirm a reservation in the amount of 20% of the total Voyage fare, excluding add-on components and ancillary purchases made prior to sailing, and taxes and fees.  
• Bookings can be held for 24 hours without deposit up to 45 days prior to the sail date. Bookings made within 44 days or less of the sailing date require full payment at time of booking (and will not be held for 24 hours).  
• Online direct bookings will require a credit card at the time of booking, but the deposit will not be charged until 24 hours have elapsed after the booking.  
• Beyond 121 days or more from the sailing date, Guest or Guest’s travel agent has 7 days from the initial booking date as a grace period to cancel the reservation and will receive a full refund of the deposit if cancelled within the grace period.   
• After the 7-day grace period, the deposit is 100% non-refundable.
• The 7-day grace period does not apply to bookings made at 120 days or less of the sail date, since full payment of the Voyage fare is required at this time.

Shore Excursions

Please visit  this link  for more information regarding Shore Things terms & conditions.

Fares and Fees

Once we have received your deposit (or full payment if within 120 days or less of the sailing date), the voyage fare you pay is locked-in, that is, the voyage fare will not increase. If you buy add-on components, such as flights and/or hotels and/or transfers, additional fees associated with these services will apply as well as any applicable governmental taxes and fees. All assessed government or quasi-government taxes and fees are subject to change without notice at any time, and we reserve the right to add a surcharge for these taxes and fees whether you have a confirmed booking under deposit or have made a final payment. That said, we will not add a fuel surcharge should fuel prices rise. All rates and information presented herein were in effect at time of printing and are subject to change with or without notice.  Please note, Sailors from outside the United States may incur foreign transaction fees charged by their credit card company when making a booking within Virgin Voyages.

• Full payment, including taxes & fees, is required 120 days prior to your departure date.  
• 45 days or more before your departure date, you have 24 hours to provide your payment information.  
• 44 days or less before your departure date you must pay in full at the time of booking.

Payment Options

• From time to time, Virgin Voyages offers guests the option to pay a 20% deposit at the time of booking (“Pay 20% Now”), with the remaining balance due 120 days before your embarkation date.
• By selecting “Pay 20% Deposit,” you expressly agree and authorize Virgin Voyages to charge you twenty percent (20%) of the total voyage amount via the preferred payment option selected on the following page. Virgin Voyages will notify you of the amount charged at check out. 
• For those guests who save a credit card on the Virgin Voyages website or mobile app during the booking process, you authorize Virgin Voyages to charge the saved credit card on file the remaining balance for your voyage due 120 days before your embarkation date. The remaining balance will be charged 120 days before your embarkation date. 
• In the event that you purchase add-ons to your reservation and are given the option to pay later, such add-ons may be included in the payment made 120 days before the embarkation date of your voyage. You will be notified at the time of booking the balance due and the date your saved credit card will be charged. 
• In the event that you make a modification to your booking, such as upgrading your cabin, such modifications will require payment at time of modification and will not affect the balance due 120 days before your embarkation date unless there is a remaining balance related to the modification.
• For those guests that change their saved credit card or add a saved credit card on the website following the completion of their reservation, the new saved credit card may be charged the balance due 120 days before your embarkation date.
• For those guests who do not save a credit card or who use a third-party payment option, you will not be automatically charged 120 days before your embarkation date. Guests are solely responsible for paying the remaining balance 120 days before your embarkation date. Failure to do so may result in cancellation of the booking. 
• If Virgin Voyages is unable to collect your payment for any reason, Virgin Voyages will notify you and request immediate payment be made. Failure to do so may result in cancellation of your booking.
• Canceling a booking at least 121 days before your embarkation date will cancel Auto Pay. All cancellations are subject to the cancellation and refund policy found in Virgin Voyages’ Ticket Contract.
• Availability of this option is based on the time of booking and subject to the Virgin Voyages’ Ticket Contract.
• All Payment options are subject to the cancellation and refund policy found in the Virgin Voyages’ Ticket Contract. 
• By selecting “Pay in Full,” you agree and authorize Virgin Voyages to charge you one hundred percent (100%) of the total voyage amount via the preferred payment option selected. 
• From time to time, Virgin Voyages offers a “Book Now. Pay Later” option or monthly payment option. These options are provided through Uplift (or its affiliate) and are subject to Uplift’s terms and conditions. By selecting this option, you agree that you are signing a new agreement with Uplift and that Virgin Voyages is in no way liable for the relationship between you and Uplift. 
• From time to time, Virgin Voyages offers a “Hold” option to allow you time to determine whether to book a voyage. Unless specified otherwise, the “Hold” option is free of charge and will remain in effect for 24 hours following the request to Hold. Reservations on Hold that are not paid for by one of the options provided above within the 24-hour period provided will be automatically canceled. 

Cancellation Policy

If you or anybody travelling with you wishes to cancel either your/their holiday, you must contact Shoreside Sailor Services if booking direct (through our Contact Us page is best, or call in US 1-954-488-2955; if in the UK call +44-20-3003-4919), or your travel agent or tour operator, and give notice of the cancellation. The Voyage will only be cancelled on the date we receive the notice of cancellation.

- You have the most flexibility outside of 120 days prior to your departure date. If you're booking at this time, you have a 7-day grace period to request a full refund on your deposit and any other payments made. Refunds will be issued to your original form of payment.

- After the grace period (but still before the 120-day mark), you can receive a full refund on any payments, not including your deposit. For your deposit, you can request a Future Voyage Credit at this time.

- From 119 days up to 45 days from your departure date, your available options are:

• Receive a “Future Voyage Credit” in the amount paid that can be applied to a new sailing up to 1 year after the original Voyage date.
• Change to a new Voyage date up to 1 year after original Voyage date.
• Change names on the reservation; permissible up to 48 hours before your Voyage sailing date.
• Submit an insurance claim if travel protection (aka travel insurance) was purchased.   

- At 44 days from your departure date, all funds paid are final. But you do have the option to transfer, sell, or otherwise have someone go in your place up to 48 hours before your Voyage.

Note: the date of departure means the date the arrangements you have  booked through us  start.  So if you booked a flight or hotel add-on to your Voyage, it is the day the first add-on begins.  Conversely, It may be your Voyage sail date if that is the only thing you booked with us.  The sail date is the date the ship, on the Voyage portion of your holiday, departs the port of embarkation.   Individual cancellation policies apply at the Guest level for any individual cancellation within a cabin.  

Depending on the reason for cancellation, you may be able to reclaim any unrefunded money (less any applicable excess) under the terms of your travel insurance policy. Claims must be made directly to your insurance company. As always, we recommend you purchase our Voyage Protection.

Where any cancellation reduces the number of full paying party members below the number on which the price, number of free places and/or any concessions agreed for your booking were based, we will recalculate these items and re-invoice you at the applicable higher price.  Cancellations shall be deemed effective at 11:59 p.m. local east coast United States time on the date Guest communicates such cancellation. Per person taxes and fees will be refunded to the credit card on file.

We may have special and/or limited booking or cancellation policies in place for limited times, so click here or the “Offer Terms and Conditions” link below.

Guest Changes 

Virgin Voyages grants leeway to Guests to reschedule his or her Voyage up to 45 days of the originally-scheduled Virgin Voyages-arranged itinerary starts - meaning at 45 days before your departure date, there is flexibility, but at 44 days before your departure date, the deal is final (except we do permit you to transfer your voyage-only to someone up to 48 hours before the voyage sail date). We may have special offers in place, so click here or the “Offer Terms and Conditions” link above (both link to the same place). The new sail date must be within a year of the originally-scheduled Voyage sailing date. Per Guest taxes and fees will be collected or refunded to the original credit card(s) on file if the taxes and fees on the new sailing date differ from the original. A cabin category may be changed up to 45 days of Voyage sail date, though cabin upgrades may be made inside 45 days of Voyage sail date and are subject to availability. For an up-category change, applicable fare increase is due at time of change. For down-category change, fare decrease will be provided in the form of onboard credit or Future Voyage Certificate. No change fees will be charged for Voyage date or cabin changes. If 3 or 4 Guests are booked in a triple- or quadruple-occupancy cabin and 1 or 2 Guests cancel, we retain the right to move remaining Guests to a smaller cabin (triple- or double-occupancy) in the same category.

Itinerary Changes

In the event of strikes, lockouts, labor issues, riots, health emergencies, weather conditions, mechanical difficulties or a variety of other reasons, Virgin Voyages has the right to cancel, advance, postpone or substitute any scheduled sailing or itinerary without prior notice. Virgin Voyages shall not be responsible for failure to adhere to published arrival and departure times for any of its ports of call. Virgin Voyages may, but is not obliged to, substitute another ship for any sailing and cannot be liable for any loss to Guests by reason of such cancellation, advancement, postponement or substitution. Reservations are subject to change or cancellation in the event of a full-ship charter, and in such event, Virgin Voyages shall refund all passage moneys paid by a Guest. Additional rights may apply to our U.K. Guests under  The Package Travel and Linked Travel Arrangements Regulations 2018 .

Guests with Special Needs

Whenever possible, Virgin Voyages will work to accommodate Guests with special needs. However, the following conditions apply:

• Due to the risks inherent in travel by sea, if a Guest has any special medical, physical or other requirements, the Guest, the Guest’s travel agent, or any person booking on Guest’s behalf is requested to inform us at the time of booking of any special need or other condition for which Guest or any person in Guest’s care may require medical attention or accommodation during the Voyage, or for which the use of a wheelchair or service animal is contemplated or necessary.
• Guests requiring the use of service animals (US) or assistance dogs (UK and EU) are asked to notify us not less than 21 days prior to the Voyage. 
• Notice of any of the above items may be made online at booking to our Shoreside Sailor Services by clicking here or calling in the US or Canada  1-954-488-2955 or if in the UK, +44-20-3003-4914. 
• If any such special need or condition arises after a Guest has booked a Voyage, the Guest is requested to report it to Shoreside Sailor Services as soon as Guest becomes aware of it. 
• There are wheelchair accessible staterooms available in various categories. 
• Not all areas or equipment on the vessel are suitable for access to disabled Guests or Guests with reduced mobility. But if you need help, we’ll do our utmost to provide it.
• Guest acknowledges and understands that certain international, foreign or local safety requirements, standards, and/or applicable regulations involving design, construction or operation of the vessel, docks, gangways, anchorages or other facilities on or off the vessel may restrict access to facilities or activities for persons with mobility, communication, or other impairments or special needs. 
• In limited situations where Guest would be unable to satisfy certain specified safety and other criteria, even when provided with appropriate auxiliary aids and services, we reserve the right to refuse permission to participate in all or part of the Voyage.  
• Virgin Voyages has the right to refuse or revoke passage to anyone who, in its judgment, is in a physical or mental condition unfit for travel or who may require care beyond that which Virgin Voyages can provide. Virgin Voyages reserves the right to deny participation in certain activities based on past or present medical conditions. For questions about whether our Voyage experience is right for you, please contact our Shoreside Sailor Services by clicking here or if in the US or Canada calling  1-954-488-2955 and if in the UK +44-20-3003-4914.
• Virgin Voyages similarly reserves the right to refuse or revoke passage to anyone who has failed to notify it of their specific needs with regard to accommodation; seating or services required from it or the terminal operator; their need to bring medical equipment; their need to bring a service animal on board the ship; or of any other known disabilities that require special assistance, special services, or privileges; who in the Carrier’s and/or Master’s opinion is unfit or unable to travel; or anyone whose condition may constitute a danger to themselves or others onboard on the grounds of safety.  
• Guests are under no obligation to identify themselves solely because they have a disability when they seek no special assistance, special services, or privileges. Guests may consider self-identifying their disability where notice to the vessel crew would prevent misunderstanding of a Guest’s particular impairment or disability.  
• Where necessary in order to comply with applicable safety requirements, we may require a Disabled Person or Person with Reduced Mobility to be accompanied by another person who is fit and able to assist them in day to day activities.

Medical Services

Our ships have at least two physicians and three nurses on board for each Voyage. While our ships comply with all U.S. Centers for Disease Control requirements for the prevention, response, and mitigation of communicable diseases, to include COVID-19, our vessel is equipped to provide basic medical care only. Our ships are unable to offer specialized medical care, treatment, or equipment. Guests requiring such specialized care, or Guests experiencing a medical emergency, may be evacuated to shore at their expense. Further, your vessel may not be able to immediately evacuate a Guest in an emergency situation due to the ship’s location relative to the nearest evacuation-capable platform.

Damage Caused to the Vessel

Each Guest shall be liable to and reimburse Virgin Voyages for all damage to the vessel and its furnishings, equipment and property caused by any willful or negligent act or omission by a Guest. A Responsible Adult, i.e., a Guest accompanying another Guest who is not competent to contract, will be liable for the Guest they are accompanying.

Smoking Policy

Smoking areas are provided around the ship. A Guest found smoking anything, to include “vapes,” in their room (including balcony) or other non-designated areas onboard, agree to a $500 fee to be added to their onboard account, and may be disembarked from the Voyage, which may be at a port of call. Virgin Voyages will have no further responsibility toward Guest in this instance; the cost of return to the port of embarkation or Guest’s home will be borne by the Guest. If an Under-21 Adult is disembarked for a violation of this policy, the Responsible Adult will be disembarked as well.  

Your Travel Agent

Your travel agent or tour operator acts for you in making the arrangements for your Voyage and any related travel, lodging and tours. Virgin Voyages cannot be responsible for the financial condition or integrity of any travel agent utilized by you. Virgin Voyages is not responsible for any representations or conduct of your travel agent, including, but not limited to, failure to remit your deposit or other funds to Virgin Voyages, for which you shall at all times be liable to Virgin Voyages, or any failure to remit a refund from Virgin Voyages to you.

Safety and Security Ashore

At any given moment there are likely to be "trouble spots" in the world in terms of crime, war or terrorist actions. Accordingly, it may be necessary to change the published Voyage or shore excursion itinerary. Any such changes are for your safety and beyond Virgin Voyages’ control. While we seek to provide reasonable protection for your comfort and safety on board our vessels, we cannot guarantee freedom from all risks associated with war, terrorism, crime, or other potential sources of harm. Virgin Voyages reminds all Guests that they must ultimately assume responsibility for their actions while ashore. The  U.S. Department of State  and  U.K. Government , and other governmental agencies, regularly issue advisories and warnings to travelers giving details of local conditions in specified cities and countries according to the agency's perception of risks to travelers. Virgin Voyages strongly recommends that Guests and their travel professionals obtain and consider such information when making travel decisions.

Safety and Security Afloat

The safety and security of our Guests and vessel are paramount. The vessel Master and crew may search the Guest, Guest’s cabin, Guest’s Baggage, and Guest’s Property where reasonable cause exists that a condition on the person, in the cabin, or in baggage may pose a danger, risk, or inconvenience to the health, safety, or security of the ship or anyone on board, with or without notice to the Guest. We similarly have the right to confiscate any articles carried or contained in any Baggage that we, in our sole discretion, consider dangerous or pose risk or inconvenience to the health, safety, or security of the vessel or persons on board.  

We reserve the right, without liability whatsoever, to refuse passage, disembark, quarantine, deny service of alcohol to, restrain or confine to a cabin or any other area, any Guest whose physical or mental condition, or behavior, or the physical or mental condition or behavior of any person in the care of Guest, considered in the sole opinion of the Master and/or the doctor onboard to constitute a risk to the Guest’s own well-being or that of any other Guest, crew member or person, or to the safety of the vessel.  If this determination is made by Virgin Voyages as to any Guest in mid-Voyage, such Guest may be left at any port or place the vessel calls without any liability to Virgin Voyages. Virgin Voyages shall not be required to refund any portion of the fare paid by any Guest who must leave the vessel prematurely for any of the reasons set forth in this paragraph or who voluntarily disembarks or leaves the vessel for any other reason, nor shall it be responsible for lodging, medical care expenses, meals, return transportation or other expenses incurred by such Guest.  For a list of prohibited items, see our FAQ section -- click on "What items are prohibited from being brought on board?” We will report incidents of illegal activity or behavior to the appropriate law enforcement authorities ashore. Unruly, abusive or aggressive behavior toward other Guests or crew will not be tolerated and may be grounds for disembarkation as well.

Photography and CCTV Cameras

For the safety and security of Guests, we use closed circuit television (“CCTV”) or other surveillance means onboard the ship.  We also deploy body cameras on our Security Team members. The body cameras record interactions with Guests and crew to ensure the protection of our Guests, crew, and Security Team members. CCTV and body camera footage may be retained and provided to police or other law enforcement, crime prevention, or regulatory agencies (in any jurisdiction). Further, we use photographers and videographers to capture images of our Guests during their Voyage with or without enhancements for sale to those captured in the imagery. They are happy to take reasonable steps to avoid filming you where you indicate that this is your preference but you may be included unless you tell us otherwise. We are unable to guarantee that you will not be included in video footage and photographs on an incidental basis.  We may desire to use such imagery/footage in our marketing or promotional materials in print, on television, on our website, on our social media sites, or other media.  We will seek your express consent before doing so. Notwithstanding, where permitted by law, by boarding our vessel, you grant us permission to photograph, film and/or record you by any means.  Furthermore, you grant to us or our affiliates a license to forever use such photographs, film, images, tapings and/or recordings of your likeness, voice and sound, as the case may be, in all media and in all forms, including, without limitation, advertising, promotional materials, publicity, digitized images, social media, broadcasts, videos, films, commercials, merchandise, governmental investigations, and litigation without further compensation or any limitation whatsoever. Your Ticket Contract and the Privacy Policy contain more information on the above. Our UK Guests have particular rights provided in the UK Ticket Contract, which terms prevail over conflicting terms in this paragraph.

Sailing Day Embarkation Policies

Arrival at the Terminal

• For your comfort and convenience, we recommend that Guests arrive at your selected arrival slot noted on your Voyage documents. Because of security regulations, Guests may not be allowed to enter the terminal prior to the scheduled embarkation time and may want to avoid waiting in potentially inclement weather as the waiting area outside and inside the terminal may be limited.

  Boarding the Ship

• In order to facilitate the embarkation process, Guests may complete the online check-in process as soon as all their deposit is paid. We ask that all Guests complete the online check-in as soon as possible. Simply download our mobile app, log in to your account, and fill in the required information. Guests will be asked to access the Safety Brief via the Virgin Voyages mobile app or the in-cabin tablet once onboard the ship. All Guests must be checked-in and onboard the ship no later than one hour prior to the departure time noted on their Voyage documents or may not be permitted to sail. Any late-arriving Guest may join the ship at an approved port of call in the scheduled itinerary. Such a Guest will be responsible for all applicable fees and travel expenses to that subsequent port of call.

Note to Travel Agents

Reservations may be booked directly by travel agents or tour operators using our FirstMates.com website. For assistance, please call 1-800-430-5308, or in the UK +44-20-800-3688912.