travel chapter booking terms and conditions

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Reviews 3.7.

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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

Reply from Travel Chapter

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

Wost customer service I have ever had the misfortune to contact

Please avoid HolidayCottages.co.uk at all costs - they value profit over people and their customer service is absolutely appalling. My mother passed away and I needed to cancel a booking I had made in error with them, two days after placing the booking. The customer service team seemed to take some enjoyment in telling me, repeatedly, that it was not company policy to provide a refund and I should have read the terms and conditions before booking. Because, of course, that is exactly the thing everyone does in the midst of the emotional turmoil of a bereavement. Read the tiny small print. We hope the worst things will never happen to us, or at least that when they do, those difficult times would not be unnecessarily compounded by insensitivity and ''computer says no'' mentality. Unfortunately, that is what HolidayCottages.co.uk approach to customer service is.

Date of experience : March 19, 2024

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

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

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

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

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

Do not waste your time renting your properties with these people !

What a horrible experience dealing with these people I own three properties and listed them They were fully aware of the amount of owner weeks I had booked out but still issued a contract There was an incentive to leave my original company so I gave notice When it came time to payout accounts said twice it was on payroll Money never came through ……., Finally a Nicola s called me with no apology for the inaccurate information I’d been given Then cancelled her appointment to come see me due to travel chapters lack of due diligence Plus the rates they gave me in hindsight where s pittance once they’d taken 18 percent plus vat I would of ended up With renting my properties for less than a night in a travelodge A lucky escape from these pirates !

Date of experience : November 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

New Holiday Let June 23

We was recommended to The Travel Chapter in June 23 and we have never looked back since. The photos were professionally done and we have had a steady stream of letting income since. Looking forward to 2024.

Date of experience : December 20, 2023

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

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.

Travel Chapter works with our individuality

After letting independently for a decade, we signed up with Travel Chapter to reduce our workload while also downsizing our unit. I am very impressed by their patience with my slow progress, my insistence upon only letting weekends and sensitivity to my dislike of feeling 'pestered'. But when I request help from my property manager, it feels like contacting a friend and issues are dealt with very promptly and professionally. Bookings are climbing fast!

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

Awful, awful awful. We booked a holiday through Original cottages, one of the Travel Chapter's brands. They cancelled the holiday home we had booked for 2 weeks next year, several months after we had deliberately booked up early to secure the property we wanted. The property in Beadnell had been sold, yet they failed to inform us it was even on the market. If they had this would have allowed us to have made an informed choice earlier. As an 'alternative' they offered us a much smaller property for pretty much the same price, which was unsuitable. I got the impression they expected us to feel grateful. There was no discount, compensation or genuine apology offered. It was just take it or leave it. Customer service was poor, impersonal and robotic. They really didn't care. We've been left with no holiday now. Very disappointing as we've holiday's in Northumberland for the past 14 years with the same few companies. Customer loyalty does not pay.

Date of experience : December 01, 2023

Dear Lindsay, We appreciate your feedback, and I want to express our gratitude for taking the time to share your experience. I'm sorry to learn about your encounter, and I am eager to investigate this matter thoroughly. To proceed, I have requested additional details from you to help us identify your booking. Once we receive this information, your review will be forwarded to our complaints department. A complaint manager will then reach out to you promptly to discuss the matter in more detail. Kind regards, Amie

Great choice for us …..

Last year we started to let our property as a Holiday Home through Travel Chapter. They are very helpful, organised and efficient and always available if we need any help. Our bookings have been great we are very pleased with our choice to use them as they listen to what the owner wants and do not dictate to us.

Date of experience : May 16, 2023

Travel Chapter Review

We, as owners, have been with Travel Chapter coming up to a year. I honestly think that we have been treated very well. My account manager Jackie Hammond usually responds to any queries promptly with sound advice, our bookings have been consistent, with options to promote our property if bookings are down, but the most important thing is that the payments are made up to three weeks in advance. The owners online dashboard is very easy to navigate, with all your bookings and future payments at your finger tips. I would happily recommend this company.

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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Customer terms of service

Updated November 17, 2023

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.
• 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 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, definitions.

• Scope & Nature of Our Service
• Prices, We Price Match, 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

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.

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.

1. Scope & Nature of Our Service

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.

For customers within the European Economic Area (" EEA "), Switzerland, and the United Kingdom the following applies. Based on self-declaration, we request Trip Providers globally to indicate to us if they—in the context of EU consumer law—act as a private host (non-trader) rather than as a professional host (trader). If a Trip Provider indicates to us that it acts as a private host (or does not expressly indicate anything to us in this regard but based on information available to us cannot be clearly categorized as a professional host), such Trip Provider is labeled on the search result page as "managed by a private host" and the following explanation is added:

"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."

Trip Providers that aren't labeled as private hosts on our Platform act—to our best knowledge—as a professional host under EU consumer law. The qualification as "private host" is only relevant for the purpose of EU consumer law and has no relevance for tax purposes, including VAT or any other similar indirect taxes levied by reference to added value, or sales and/or consumption.

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.

2. Prices, We Price Match, and offers facilitated by a partner company

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.

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.

3. Privacy and Cookies

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

4. Free of charge for consumers, only Trip Providers pay!

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.

5. Credit Card or Bank Transfer

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.

6. Prepayment, Cancellation, No-shows, and The Fine Print

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.

7. (Further) Correspondence and Communication

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).

8. Ranking, Preferred Program, Stars and Guest Reviews

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.

9. Disclaimer

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.

10. Intellectual Property Rights

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).

11. Applicable law, jurisdiction & dispute resolution

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.

12. About Booking.com and the support companies

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.

• Car rentals Your reservation is covered by our previous terms of service for car rentals
• Airport taxis Your reservation is covered by our previous terms of service for airport taxis

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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.

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Tour Operator Revising Your Terms and Conditions? Get Insights To Help

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Revisiting your terms and conditions is always a good idea when you’re a tour operator, especially when it comes to keeping up with the latest trends and happenings in the tourism industry.

One of the first things travelers do when booking a trip is skimming through the T&Cs to check the common potential mishaps (cancelation policies, hygiene protocols, etc). Brushing up on yours is an effective way to cover yourself and ensure that you effectively communicate with your prospective clients before they commence with their travels to avoid awkwardness in the event of a said mishap .

Nobody wants to have to deal with credit card disputes or chargebacks that negatively impact income and client relationships.

Let’s take a look at why terms and conditions are important and the best practices to follow.

What Should Tour Operators Focus On For Terms and Conditions?

First up, note that the information in this article is intended as general guidance only and should not replace professional legal advice. Consult your professional legal team for expert counsel when making any changes to your company’s terms and conditions. 

Ready to review your policies? 

Updating your T&C documents can help you actively safeguard your business and income. You can welcome guest bookings and host trips knowing that you are protected and clients are aware of the conditions should something unexpected occur. 

Considerations for tour operators to address in their policies could include:

• how cancellations will be dealt with
• how rescheduling will be dealt with
• refunds, fees, and payment forfeitures
• voucher validity
• payment schedule timelines
• hygiene, safety, and social distancing requirements

Whatever you do, keep the document as simple and straightforward as possible.

Complicated conditions can make it difficult or unclear for travelers to understand what their potential liabilities will be. In terms of landing a booking, this can be a deterrent.

Banks and financial institutions also look for a clear set of terms when dealing with disputes. Long-winded documents that aren’t explicit about the terms can work against you and result in the process being taken further for investigation. 

eSignature Feature - How Can WeTravel Help You? 

A nifty tool to assist with this process is an eSignature feature . ​​ We have partnered with eversign to incorporate legally-binding eSignatures into the booking & payment process on WeTravel. 

To access it, go into the trip builder, and go to the last tab called “eSignature”. Here you can upload the documents that require an e-signature. Now you can even select one or multiple documents - they will be combined into one template.

Interested to see who has or hasn’t signed the documents? Simply go to "My Trips" - "Manage Trip" and navigate to the Bookings tab. Here you will find the eSignature column which will display “ Signed ” if all the documents were e-signed and “Not signed” if one or more orders under the same booking are missing the signature.

In terms of security, every transaction happening on the eversign platform is processed by a closely monitored server infrastructure and encrypted using industry-standard 256-bit HTTPS Encryption.

Effective Terms And Conditions Clauses Your Tour Operator Business Needs 

1. allow for more flexibility in booking policies.

Travelers may be wary when it comes to paying for trips too far in advance. It’s difficult to know in a day or a few months whether they will be able to go on the tour.

You can remedy this uncertainty by giving them greater flexibility on your booking policies. Updating your terms and conditions to allow clients to change their reservation within reason when it’s due to specific uncontrollable circumstances can give them peace of mind.

You could allow them to:

• reschedule the group for a future date
• book an alternate tour as a replacement
• claim a credit to put towards a future booking
• make final payments closer to the date of departure
• keep a lifetime deposit on the books for future use

Doing this doesn’t have to cost your travel business anything. Ensure to communicate effectively about the fees, timelines, and conditions attached to any requested changes. Take the time to make sure that these work for you equally as well as they do for your clients.

2. Be Clear About Cancellations

Cancellations are less than ideal, and sometimes, no matter how hard you try, clients just aren’t willing to reschedule.

As much as this adds to the uncertainty of the situation, you can be better prepared for these instances by making sure that your cancellation and refund terms are very clear. Travelers are generally aware that there will be policies around this, it’s simply a case of making these known and clear going into the booking.

State whether the client will be charged a fee for canceling, and even set a cut-off date for giving cancellation notice.

Importantly, all communication and cancellation requests should take place in writing.

3. Have A Trip Safety Policy In Place

Heath and safety should always be at the forefront of your planning when it comes to running tours.

This webinar on how to instill confidence and teach your team best practices for running group tours, speaker Jon Peahl, Founder of Sansee Systems, mentions how travel businesses need to have a readiness plan on display.

Your plan should outline the measures you will take to ensure guests’ safety when they’re on the trip. For example, let them that you now offer contactless payments and mobile check-ins. Or highlight the interactions guests will have in their entirety with people other than your team, and so on.

These guidelines can form part of your terms and conditions to do two beneficial things.

Firstly, it will boost travelers’ confidence in your business if they know you are being proactive and have an accurate idea of what to expect.

Secondly, it will also help to set the expectations for when they are on the trip. For example, everyone will know in advance that they are required to sanitize their hands and listen to instructions from the tour guide .

4. Acquire Travel Insurance 

WeTravel recommends that you acquire travel insurance in case something goes wrong.

To minimize any loss and to protect yourself during the trip, you can purchase travel insurance from World Nomads.

We like World Nomads because we have found that they have very fair rates for the quality of service they are providing. Click here to get a quote .

5. How To Distribute Your T&Cs  

An effective way to distribute your policies is to post the documents on your website, and also send them out via email to your customers upon receipt of their deposit.

This will ensure that the information is readily available if need be.

Final Thoughts

Conducting an annual or regular review of your terms and conditions can greatly assist in adequately protecting your business and clients during their travels.

It is the perfect way to outline all the agreed-upon policies and hopefully avoid unnecessary tension.

This will allow you, as a tour operator, to navigate future trips with confidence and foresight.

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Terms and Conditions

The following Terms and Conditions apply.

The Norwegian Travel Company AS

Norwegian Travel Company AS/"NTC"/"us" with registered office at Sjøgata 8, 9008 Tromsø, Norway, acts as an agent in order to provide travel services in Norway. The following Terms and Conditions apply from the conclusion of the contract between NTC or other companies in the NTC group and the client. These Terms and Conditions govern the agreement between the client, (“you” or "the client"), and NTC. By booking overnight stay(s) and/or activity(s) with us, you agree to be bound by these Terms and Conditions. Please read them carefully and make sure you understand and abide by them. NTC may use service providers and sub-contractors ("Service Provider") and thus operate as an agent/reseller. Bookings through NTC, where Service Providers are used, are subject to both the Terms and Conditions set out herein, as well as the specific booking conditions and Terms and Conditions of the Service Provider. Please read the terms and conditions of the Service Provider carefully. The terms and conditions of other Service Providers may limit the Service Providers' liability. When NTC operates as an agent/reseller, NTC is not responsible for any claims against the Service Provider.

Jurisdiction

NTC is a Norwegian company and operate under Norwegian law. Your booking together with these terms and conditions shall be subject to Norwegian Law.

THE NORWEGIAN TRAVEL COMPANY AS PB 242, Sjøgata 8 | 9008 Tromsø | NORWAY Tel: +47 77 71 01 00 Mail: [email protected] Web: https://www.norwegian.travel/ Org nr: 924 366 869

All Payments for the selected overnight stay(s) and/or activity(s) are done through our subsidiary company:

THE ARCTIC TRAVEL COMPANY AS PB 242, Sjøgata 8 | 9008 Tromsø | NORWAY Tel: +47 77 71 01 00 Mail: [email protected] Web: https://www.norwegian.travel/ Org nr: 922 576 386

Full Payment for the selected overnight stay(s) and/or activity(s) needs to be done prior to the start of the overnight stay(s) and/or activity(s).

NTC reserves the right to correct promotional or pricing errors at any time, or to increase the price in the event of cost increases due to changes effected by applicable law, airfares, cruise fares, currency fluctuations, taxes, or fuel surcharges.

If method of payment is online via credit card, the pricing shown on the site is final (includes bank charges and all applicable taxes).

Package travels

NTC provide package travels and linked travel arrangements, in accordance with the Norwegian Package Travel Act. A package travel is a booking, which consists of a combination of at least two travel services, such as

(a) accommodation (b) transport (c) hire of transportation, including motor vehicles, and/or (d) other tourist services.

In order to be considered a package travel, the arrangement must cover a period of 24 hours or include overnight accommodation.

Further, it is only a package travel if:

(i) it is bought in one single booking;

(ii) it is offered, sold or charged at an inclusive or total price;

(iii) it is advertised or sold as a "package" or a similar term;

(iv) it is combined after the conclusion of a contract, by which the trader gives the traveler the right to choose among a selection of different types of travel services; or

(v) it is purchased from several traders through linked online booking processes, where the traveler's name, payment details and e-mail address are transmitted from the trader with whom the first contract is concluded, to another trader or traders, and a contract with one of the latter traders is concluded no later than 24 hours after the booking for the first travel service has been confirmed.

If you buy a combination of travel services, which consists of either (a), (b) or (c) and (d) (a tourist service), this will only be a package travel if the tourist services:

(i) constitute a significant proportion of the combination's value, advertised as, or in any other way constitute, a substantial element of the combination; or

(ii) are selected or bought before the performance of a travel service in (a), (b) or (c).

NTC also provide linked travel arrangements.

A linked travel arrangement are two travel services, as defined in (a), (b), (c) and (d), purchased for the same trip or holiday, leading to separate contracts being concluded with each individual travel service provider, if the trader:

(i) facilitates the traveler's separate choices and separate payments for each travel service during one single visit to or contact with the trader's point of sale; or

(ii) in a targeted manner facilitates the purchase of at least one additional travel service from another trader, when a contract with the other trader is concluded no later than 24 hours after the booking of the first travel service has been confirmed.

If the combination of the linked travel arrangement is made up by either (a), (b) or (c) and (d) (a tourist service), it is a linked travel arrangement only if the tourist services constitute a significant proportion of the combination's value, or are advertised as or in some other way constitute a significant element of the combination.

When providing a package travel or linked travel arrangement, the Norwegian Package Travel Act applies.

In such an event, NTC will provide you with information on the main characteristics of the travel package, including:

• the destination, travel route and duration of the stay, with dates and the number of nights included in the accommodation;
• means of transport, type of transport and transport categories, places, dates and times of departure and return, places where intermediate stops are made and their duration, as well as transport connections. If the exact time is not yet determined, the trader shall inform the traveller of the approximate time of departure and return;
• the location of the accommodation, its main characteristics and, if relevant, its category pursuant to the rules of the country of destination; meals included;
• visits, excursions or other services that are included in the total price agreed for the travel package;
• if not apparent from the context, whether any of the travel services are provided to the traveller as part of a group, and, if so, the approximate size of the group, if this may be specified,
• whether the traveller's benefit of other tourist services depends on effective oral communication, the language in which these services will be provided in; and
• whether the trip or holiday in general is suitable for persons with reduced mobility and, upon the request of the traveller, precise information about the suitability of the trip or holiday for the traveller concerned.

Further, NTC will provide you with information on

• the business name, physical address, telephone number and email address of the organizer and, if relevant, of the retailer;
• the total price of the travel package, including taxes and any additional charges, fees and other costs. If the costs cannot reasonably be calculated before the contract is concluded, the type of additional costs the traveler may still have to pay shall be specified;
• payment terms, including the amount or percentage of the price that is to be paid in advance and the payment schedule for the residual amount, or financial guarantees to be paid or provided by the traveler;
• the minimum number of persons required for the travel package to take place, and the deadline for cancelling the package if this number is not reached;
• general information on passport and visa requirements, including approximate periods to obtain a visa. Information shall also be provided about any health requirements in the country of destination;
• that the traveler, at any time prior to the start of the travel package, is entitled to cancel the trip upon payment of a reasonable fee or, if relevant, the organizer's standard fees;
• voluntary or compulsory insurance; and
• specification of the traveler's particular requirements that the organizer has accepted.

Reservations

You shall be responsible for filling the booking documents with accurate information and requisite details.

Upon receiving your completed booking form and full payment, NTC shall take steps to confirm the booking in respect of the selected overnight stay(s) and/or activity(s).

The confirmation and resultant booking ticket shall upon acceptance and verification by NTC be delivered to you within 24 hours of receipt of your booking and full payment. The contract between you, NTC and the Service Provider will first exist when this confirmation is received.

Please note special terms may apply to some promotions. Please refer to the specific terms and conditions, which are shown on the certain pages of promotions. By making a booking, you agree that you have read the Terms and Conditions, set out in this document, and will be bound by these, as well as applicable terms and conditions set out by the Service Provider.

By making a booking, you agree that you have read the Privacy Policy, and agree that you will provide the Privacy Policy to other persons on the booking.

By making a booking, you agree that you are of the appropriate age, and in the event that any age restrictions apply to the booking, you confirm that you and other parties to the booking are of the appropriate age.

The client is responsible for abiding with any safety instructions and recommendations provided to him/her. NTC shall not be responsible for any resultant loss or damage due to a failure of the client in this regard.

It is the responsibility of the client to ensure that he/she and those on whose behalf he/she booked the overnight stay(s) and/or activity(s) has all necessary travel documents (passports, visas, travel insurance etc.).

NTC will make every effort to operate all overnight stay(s) and/or activity(s) as described in the relevant booking confirmation, but it reserves the right at its discretion to modify or cancel any overnight stay(s) and/or activity(s) arrangement based on the existing field conditions. Such material modification or cancellation may be made by NTC due to a force majeure event (including, but not limited to hindrance preventing fulfilment which is beyond the Party's control and which the Party reasonably could not be expected to have taken into account at the entry into of the Contract or when the obligation was incurred, such as threat of war, hostilities, riots, civil commotion, strikes, disaster, and terrorist activity) or any other circumstances outside NTC's control. In such an event, the client will be notified and suitable alternative arrangements (as far as possible) will be proposed. In the event of those alternative arrangements not being acceptable to the client, NTC will not make any refund of money paid as deposit or otherwise.

C ancellation policy

For individual travel bookings: Norwegian Travel Company Own Products

For all activity and accommodation products, the following cancellation fees apply:

- More than 7 days to departure: Free cancellation

- 7 days or less to departure/no show: No refund

For individual travel bookings: Third Party and Romsdalen Products

For all activity and accommodation products with 3rd party suppliers:

- More than 30 days: Free cancellation

- 15 to 30 days: 50% of the total price will be charged

- 14 days or less/no show: No refund

Group Bookings (15 pax or more): Norwegian Travel Company Own Products, Third Party Products, and Romsdalen Products

For all products the following cancellation fees apply:

- More than 30 days (31 days and more): No Cancellation fee

- 30 days to 14 days to the date of the activity/accommodation: 50% of the total price will be charged

- 13 days or less/no show: No refund

*Adjustments in the final group size for a maximum of 3 persons can be made up to 14 days prior to the groups' arrival. Any adjustments in the final group size after the 14 days will be charged 100%.

For expedition cruises (MV Quest)

NTC may cancel the package travel or linked travel arrangement if the minimum number of 20 persons is not reached. The deadline to notify the Buyer of such cancelling is 60 days before trips lasting between 2 and 6 days days. NTC may also cancel the package tour if the package tour cannot be carried out due to unavoidable and extraordinary circumstances and the Buyer is notified of the cancellation without undue delay. If the package tour is cancelled due to circumstances as mentioned, the Buyer is not entitled to compensation.

In the case of cancellation by the contracting party, NTC is entitled to charge the following cancellation fees to the contracting party:

- Up to and including 60 days prior to departure: 0% of the total price - From 30 days up to and including 59 days prior to departure: 50% of the total price - From the day of departure up to and including 29 days prior to departure: 100% of the total price.

Trip Cancellation Insurance:

To protect yourself against any financial loss, NTC strongly recommends that you get a trip cancellation insurance.

NTC will send an Email / SMS to our guests and contact hotels if a trip must be cancelled due to bad weather or unforeseen reasons. A full refund will be given if it is not possible to re-schedule the tour to a later date.

NTC reserves the right to refuse access to our activity(s) to a physically and/or mentally unfit guest that can potentially be a safety hazard to other guests. If these conditions are not met, the activity leader retains full rights to remove a guest from the activity(s). During such circumstances, NTC will not offer refund or compensation payable.

Refund policy

After receiving the cancellation email NTC will verify such cancellation and write back to you. Should your cancellation come within the timelines set out above entitling you to a refund of the whole or part of the booking fees paid by you, NTC will request your banking details in order for us to make the refund.

NTC will require a minimum of seven (7) working days for any refunds to be made, after receiving the cancellation email.

NTC does not guarantee whale sightings on our whale watching overnight stay(s) and/or activity(s), even though chances of seeing whales are high. NTC will do our utmost to spot the whales.

NTC does not guarantee Northern lights sightings on our Northern Lights tours as this natural phenomenon is unpredictable and highly dependent on weather conditions.

Medical issues

You are required to consider the nature of the overnight stay(s) and/or activity(s) and ensure that you are fit to participate in the overnight stay(s) and/or activity(s).

You shall advise NTC in writing, prior to booking, of any physical or mental condition which you may have and require specific medication or special equipment. You shall be responsible for bringing such medication and equipment for the overnight stay(s) and/or activity(s). Please note that not all of our overnight stay(s) and/or activity(s) are wheelchair accessible.

The client is responsible for obtaining full travel and health insurance and shall ensure that all persons on behalf of whom the client is making the booking with us has also obtained all necessary insurances.

Complaints and claims

NTC shall attend to any claims and/or complaints of the client in respect of the services provided which are brought to its notice as soon as possible and in no event later that 7 days from the date of occurrence of such event giving rise to such claim or compliant. The claim or complaint shall be provided with sufficient details and available evidence in order for NTC to investigate into the matter.

NTC shall not be held liable in the event of the client’s failure to lodge in his/her complaint within such a time limit.

Exemption of liability

NTC is not liable , and will not compensate you, where the performance of NTC's obligations is hampered or affected by any event beyond our reasonable control, (including any injury, loss or damage to person or property, death, delay or inconvenience in connection with the provision of, or failure to provide, any goods or services occasioned by or resulting from, but not limited to force majeure. Force majeure shall include, but is not limited to, hindrance preventing fulfilment which is beyond the Party's control and which the Party reasonably could not be expected to have taken into account at the entry into of the Contract or when the obligation was incurred, such as war or threat of war, riots, civil strife, government actions, terrorism, industrial disputes, extreme weather conditions, epidemics fire, road closures, pilferage, quarantines, dangers incident to sea, land and air travel.

NTC, while facilitating the services of Service Providers, is not responsible for the services provided by the Service Providers as they are beyond the control of NTC. Therefore, the client agrees that NTC shall not be responsible for any wrongful or negligent acts, omissions, or failure to act of any suppliers such as those of surface, air, and water transportation, sightseeing overnight stay(s) and/or activity(s), cruise/hotel accommodations, or of any third party not owned or operated by NTC. By utilizing the travel services of the Service Providers, you agree that you will look to the Service Provider for any accident, injury, property damage, or personal loss to you or to those traveling with you, and that neither NTC nor any representative of NTC shall be responsible or liable for the same.

However, should you need assistance with a claim or complaint you may have against Service Provider, NTC may, without any obligation on its part, assist you with notifying the Service Provider of your claim.

Privacy/data policy

You are required to provide full and accurate details in the form required by us in order for us to process your booking and perform our obligations under the contract.

Personal information provided by you will be used for the purposes of facilitating your booking(s). NTC may also use your personal data for promoting our products and services. When consent is required by law, NTC will obtain your consent prior to using your personal data for marketing purposes. You have the right to withdraw your consent at any time.

For more Information about the processing of your personal data and your rights, NTC refers to the privacy policy on NTCs websites.

Furthermore, you confirm that any personal information or data you are sharing on behalf of another person for booking purposes, have been obtained with the prior consent of such person, who has apprised himself/herself of the booking terms and conditions and privacy policy of NTC and is aware of their rights in respect of such data provided to us.

Imagery: NTC reserves the right to use images or video of you for any lawful purpose, including for example such purposes as publicity, illustration, advertising, and Web content. When consent is required by law, NTC will obtain your consent prior to any publishing.

Booking terms and conditions for Romsdalsgondolen AS

These general terms and conditions apply to Romsdalsgondolen AS as a service provider and parties who themselves, or through others, enter into agreements with Romsdalsgondolen AS in accordance with confirmations (the guest). The agreement is applicable to tickets for the cable car Romsdalen.

Responsible party: Romsdalsgondolen AS, Jernbanegata 1, NO-6300 Åndalsnes. Org.no 921 622 449 The agreement etc. As seller, Romsdalsgondolen AS is responsible for ensuring that the guest receives what he/she is entitled to in accordance with the agreement. Romsdalsgondolen AS disclaims liability for any misprints. As organiser, Romsdalsgondolen AS is obliged to: Send a written booking confirmation to the guest along with any other necessary documents. Romsdalsgondolen AS is only responsible for the trip described. Romsdalsgondolen AS is not responsible for promises that may have been made directly to the guest by a third party. Romsdalen AS disclaims liability for: Changes to or cancellation of an event due to weather conditions or other conditions that would make it unsafe to operate the cable car. Prices: The price stated is the total price of the service. Bookings are binding: A booking is binding as soon as the guest has paid and received a confirmation/ticket by email. The guest is responsible for checking that dates and other important booking details are correct. Payment: Romsdalsgondolen AS uses payment solutions from Nets and payments can be made by Visa or MasterCard. The guest pays for tickets when booking via Romsdalsgondolen AS/Arctic Travel Company AS/The Norwegian Travel Company AS website. Tickets: The guest must hold a valid ticket to board Romsdalsgondolen. The QR code on the printed or mobile ticket is scanned at the access gate before boarding. Misuse of a ticket may lead to a fine. Cancellation: Tickets purchased online cannot be cancelled or refunded, cf. Chapter 6 of the Cancellation Act. Unsatisfactory weather conditions In the event of bad weather or other incidents beyond Romsdalsgondolen´s control, events can be moved to other locations. Where possible, the buyer shall be informed in advance of such changes. Such changes do not give the buyer the right to avoid any refund. Safety on the mountain Romsdalsgondolen does not take responsibility for incidents that occur outside our facility, and the customer is responsible for their own safety.

It can be harsh weather conditions, with occasionally slippery sections on the mountain, and the customer must consider the right clothing and footwear. It is not allowed to move outside the safety fences.

Terms and conditions Fjellheisen

General terms These general terms apply between Fjellheisen and others who enter into an agreement with Fjellheisen according to the booking confirmation. The agreement can be tickets/activities/restaurant or a combination thereof.

The terms apply to products purchased from Fjellheisen, hereinafter referred to as "Seller".

Responsible Skips Nordfisk AS (Fjellheisen), Sollivegen 12, 9020 Tromsø. Organisation Number 925160083. Fjellheisen is itself responsible for all transactions that go through the website. Our partner, Adyen, is responsible for ensuring that credit card numbers and codes are handled in a secure manner.

Booking A booking is binding as soon as an order number or QR code is assigned to the guest and the payment is complete. It is the guest's responsibility to ensure that all aspects that are essential for the order are correct. You will receive an SMS or e-mail when you have completed the booking, provided that you have used a correct and valid mobile number or e-mail address.

The Seller and our partners are responsible for ensuring that your login information will not be misused, sold to third parties or otherwise distributed without your consent.

In connection with your booking you agree that we can send relevant information through SMS og or e-mail. To book or conclude an agreement with Fjellheisen, the buyer/guest must be at least 18 years old.

Prices and reservations All prices are quoted in NOK (Norwegian kroner). The agreed prices are binding for all parties. The Seller reserves the right to make changes to the prices due to increased costs of purchasing goods and services, increased taxes and fees or other circumstances beyond the seller's control.

With reservation regarding any publication and/or proofreading errors on websites and in other printed information about the offers provided by Fjellheisen.

Payment We use payment solution from Adyen and you can use the payments solutions listed on the website. The transaction is handled by Adyen, and this gives you a safe and secure transaction. The guest shall pay 100% of the package cost when ordering via www.fjellheien.no. The guest shall bring the booking confirmation and show it upon arrival. In the case of payment by invoice, an invoice fee of NOK 80.00 will be added.

Cable car tickets The guest must hold a valid ticket to board Fjellheisen gondolas.

QR code on mobile phone or as a printout must be scanned before access.

Cancellation and refund Cancellation and refund of cable car tickets is not possible, but the customer can change the time and date for departure at any time. For all other bookings such as arrangements in the restaurant, events, activities and guiding, or combination of these products, a cancellation deadline of 7 days applies.

Such cancellations must be made in writing to [email protected] • Cancellation more than 7 days before: No fee and full refund • Cancellation 7 days or less before: No refund

The person making the booking is responsible for their own, relevant insurance premiums relating to travel and booking/rental. For example, travel and leisure insurance as well as travel and liability insurance.

Force majeure and unsatisfactory weather conditions The Seller is not responsible for unsatisfactory weather conditions, closed facilities or other circumstances beyond the control of the facility. In case of unforeseen and unavoidable events that make it impossible for Fjellheisen to fulfil its obligations to the customer (such as war, riot, blockade, natural disasters, strikes, lock-outs, import restrictions, hyperinflation, robbery and burglaries), Fjellheisen reserves the right to terminate the agreement without liability.

In the event of bad weather or other incidents beyond Fjellheisen's control, events can be moved to other locations. Where possible, the buyer shall be informed in advance of such changes. Such changes do not give the buyer the right to avoid any refund.

Safety on the mountain Fjellheisen does not take responsibility for incidents that occur outside our facility, and the customer is responsible for their own safety.

Norwegian Travel is a premium brand aiming to offer high-quality experience-based tourism in selected unique destinations in Norway. From the fjords to the mountains. From the sandy beaches to the rough cliffs. From urban buzz to the massive stillness of the old mountains. We wish to inspire people to explore the treasures to be found in Norway. At our destinations you can explore amazing nature, good food and exciting activities all year round.

Full refund 7 day cancellation (NB! Does not apply for expedition cruises)

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WestJet Vacations terms and conditions

Effective February 15, 2024

Thank you for choosing WestJet Vacations!

Please read the following carefully.

GST No. 839910072 Quebec OPC permit No. 702959

1-877-737-7001 Monday – Sunday: 6 a.m. to 10 p.m. MT

Calling outside Canada and the U.S.? Local Number: 1-403-444-2586

This local number may be used when calling from a country not listed below or in the event the appropriate toll-free number is not working. Long distance charges will apply.

TTY for hearing impaired: toll-free 1-877-952-0100

Full payment by payment card is due at the time of booking. WestJet Vacations accepts American Express®,  Mastercard®, Visa® and Visa Debit®, and the WestJet gift card. All prices are quoted in Canadian dollars and are applicable to Canadian points of sale and guests legally residing in Canada. WestJet dollars can be used towards payment of the base price of an eligible WestJet Vacations package, and land only booking available through WestJet’s Contact Centre. WestJet dollars cannot be applied against taxes, fees or charges and can only be used for new bookings. Minimum redemption rules apply and may vary. Other restrictions may apply and are subject to change at any time. Full details available at westjet.com/redeem. At this time, WestJet travel credits cannot be accepted for payment on a WestJet Vacations booking.

Taxes and surcharges

Taxes and surcharges will be calculated and added to the vacation price and must be paid at the time of booking. Some destinations require an airport departure tax to be paid locally upon departure, it is extremely important that you confirm the forms of payment accepted (many places only accept cash in the local currency) and the amount payable, as you may not be able to leave the country without payment. Car rental taxes and surcharges other than GST are paid locally to the car rental company.

Cancellation

Cancel within 24 hours of booking:

Vacation cancellations will be accepted within 24 hours of booking for no fee. The full amount of the package, or deposit paid, including refundable fees such as seat selection or baggage fees, will be fully refunded to the original form of payment.

For vacations (packages or land-only) cancelled more than 24 hours from booking:

Cancellations will be accepted 45 days or more before departure on vacations packages or before the first hotel's check-in on land-only bookings, subject to a $250 CAD cancellation fee per guest including GST. Vacation packages booked with round-trip Premium fares or Business fares will not be charged the cancellation fee. Hotel and other suppliers also have cancellation fees that may be applicable. The remainder of the booking price will be refunded back to the original form of payment. Cancellations made 44- 21 days before departure on vacation packages, or before the first hotel's check-in on land-only bookings, will result in 50% forfeit of the amount paid, including Premium and Business packages.  Cancellations made less than 21 days before departure on vacation packages, or before the first hotel's check-in on land-only bookings, will result in 100% forfeit of the amount paid, including Premium and Business packages. Unless otherwise specified at the time of booking, non-refundable hotel rooms are 100% non-refundable. In the event you need to cancel your trip due to unexpected circumstances, WestJet Vacations strongly recommends you have travel insurance to protect the value of your vacation. To cancel your vacation, please call WestJet Vacations or your Travel Agent during business hours.

Changes will be accepted 21 days or more before departure on vacation packages, or before the first hotel's check-in on land-only bookings, subject to a $100 CAD change fee per guest including GST. Vacation packages booked with Premium fares or Business fares will not be charged the change fee. All vacations are subject to applicable supplier terms and conditions, rates, and charges. Changes are re-booked at current retail price. Pre-purchased ancillaries will be cancelled and refunded, and guests are required to rebook them at current retail price. A change of property is subject to the change fee, and hotel and other suppliers also have fees that may be applicable. One name change is permitted outside of 21 days or more prior to departure per booking for a change fee of $100 CAD including GST; hotel and other suppliers also have fees that may be applicable. Single occupancy name changes are not permitted. A change to a flight, including cancelling a flight or dropping a segment on a connection flight, is considered a change, and will be subject to the applicable fees and difference in fare.  To change your vacation, please call WestJet Vacations or your Travel Agent during business hours.

Changes to hotel room occupancy are considered a cancellation and rebooking by our hotel suppliers and any new pricing at the time of the occupancy change will apply. If an occupant in a room cancels, that person is subject to cancellation fees. If a change made to room occupancy results in a higher rate, the guest cancelling is responsible for the rate applicable for the revised occupancy and any other difference in cost will be deducted from any refund applicable. An additional occupant to the room will also be subject to new pricing at the time of the change.

Same Day Flight Change:

Same day flight changes can be requested starting at 24 hours before departure and the only change accepted is to the time of departure. When there is an earlier or later flight available to your destination, you may request a change, for a fee, at the airport, or by calling WestJet Vacations. The flight must be operated by WestJet, WestJet Encore, or WestJet Link. The flight must be from the same origin to the same destination and be on the same calendar day as the original departure. The request is based on availability. Same-day flight changes are not available when there is only one departure scheduled for that day, or there are no remaining departures for the day (i.e. you are on the last flight of the day). Additional information can be found on  https://www.westjet.com/en-ca/flights/fees . Please note, for a WestJet Vacations package booking, same-day changes apply to the flight only. Guests must notify WestJet Vacations of any changes to their itinerary. WestJet and WestJet Vacations are not responsible for any impact to other planned or reserved activities, including but not limited to transfers, hotel reservations, excursions, etc. Any unused components of a package will not be refunded and shall be forfeited.

Missed flights or unused vacation components are non-refundable and non-creditable. If, on the day of travel, a guest fails to check in for, or board, a confirmed flight indicated on the ticket, they will be considered a “no show” and all continuing or return flights on the itinerary will be cancelled. Guests who do not show up for their flight will forfeit the full amount of their ticket. To avoid the ticket going into a “no show” status, you may contact us only on your day of travel, up to two hours prior to departure, to discuss your options. Additionally, if a guest does not check into their hotel on the original arrival date, subsequent nights will be cancelled without refund or credit. Refunds are also not provided in the event of an early departure.

Travel protection

The WestJet Vacations Travel Protection Plan (the “Plan”) helps you prepare for unexpected changes you may have to make to your vacation. The Plan must be purchased at the time of booking by all guests sharing a room accommodation and is non-refundable. Only applicable to new vacation packages and land-only bookings to destinations in Mexico, the Caribbean, Canada, and the United States (including Puerto Rico and Hawaii). The Plan is not applicable to group bookings, promotional bookings, Sandals and Beaches Resorts bookings. If a guest purchases the Plan, the following additional terms and conditions apply. WestJet Dollars accrued from a Travel Protection Plan cancellation cannot be applied to taxes and fees. WestJet dollars expire one year from the date of issuance. 

One-time Free Name Change: Name changes can be made up until seven (7) days prior to departure. Multiple name changes can be processed in one call as long as at least one guest remains consistent on the package; however, fees are only waived on the initial call for that package. Subsequent calls to request further name changes will be subject to the name change fee(s). Single occupancy name changes are not permitted.

One-time Change Fee Waived: Changes to departure dates, destinations, room categories or occupancy can be made up until seven (7) days before departure, subject to hotel and flight availability. If the change(s) results in an increase to the vacation package or land-only booking price, the difference in price must be collected from the guest; no refund is issued if the new price is lower than the original price, and for clarity, the balance is forfeited by the guest. More than one change can be completed within the same phone call for no change fee.

Cancellation Fee Waived: Cancellations will be accepted 21 days or more before departure on vacation packages, or before the first hotel's check-in on land-only bookings, and the booking price will be refunded back to the original form of payment. Cancellations made 20 days to three (3) day before departure on vacation packages, or before the first hotel’s check-in on land-only bookings for destinations in Mexico and the Caribbean, and 20 days to seven (7) days before departure for destinations in Canada and the United States, will result in 100% refund to WestJet dollars; Cancellations made less than three (3) days before departure for destinations in Mexico and the Caribbean, or less than seven (7) days before departure for destinations in Canada and the United States will result in a full forfeit. In case of cancellation, WestJet dollars issued can only be applied towards a new vacation package after a 15-day waiting period. WestJet dollars issued under the WestJet Vacations Travel Protection Plan expire one year after the date of issuance.

Hurricanes and Tropical Storms: If a hurricane or tropical storm travel advisory is issued for a guest's origin or destination on their travel dates, a guest may change or cancel their reservation at any time before the first scheduled flight and no change or cancellation fee will be charged. For hurricane or tropical storm date changes, all travel must be completed within one year and the package value must be the same; if the value of the new package increases, the difference in price must be collected from the guest. For hurricane or tropical storm cancellations, the full value of your vacation package is refunded to WestJet dollars. WestJet dollars expire one year from the date of issuance.

To change or cancel your vacation, please contact your travel agent, or if you booked directly with WestJet Vacations, please call the WestJet Vacations or your Travel Agent during business hours.

Offer is subject to change without notice.

Travel insurance

In the event of a flight interruption, or any other unexpected circumstance, where you must cancel your vacation, and a refund from WestJet Vacations is not available, we strongly encourage guests to purchase travel insurance to protect the value of their vacation. Travel insurance is underwritten by CUMIS General Insurance Company, a member of The Co-operators group of companies and administered by Allianz Global Assistance, which is a registered business name of AZGA Service Canada Inc. Visit our  travel insurance page or call 1-833-812-0671 to purchase. WestJet Vacations is not acting as an agent of Allianz. Travel insurance does not cover everything. For complete terms and conditions, limitations, and exclusions, refer to the policy. Quebec Residents: review the Product Summary sales.allianz-assistance.ca/westjetvacations/Contents/OurPlan to help you make an informed purchase decision.

Check-in and airport arrival

For everything you need to know to ensure your on-time departure, visit https://www.westjet.com/en-ca/airport/check-in  for flights operated by WestJet. For flights within Canada, the recommended check in time is 120 minutes before flight departure. For flights to and from international destinations or the United States, the recommended check in time is 150 minutes before flight departure. You must be through security and customs, if applicable, and at your departure gate 40 minutes before the scheduled departure of your flight. If you arrive at the gate less than 15 minutes before departure, you risk losing your reserved seat. WestJet Vacations is not responsible for missed flights, transfers, or any portion of onward travel due to late arrival at the gate.

ID requirements

Domestic : For flights within Canada, all guests aged 18 and over will be required to present one piece of valid government issued photo ID showing their name, date of birth and gender. If a valid government issued photo ID is not available, then two pieces of valid government issued non-photo ID will be required, one of which must show name, date of birth and gender. ID is not required for children under the age of 12; however, it is recommended.

International : Travellers are responsible for obtaining and carrying all necessary documentation such as, but not limited to: visa, passport, citizenship card, birth certificate, vaccination certificates and certified legal letter for children travelling with only one parent. Identification must meet the requirements set by immigration and aviation authorities in each country. WestJet and WestJet Vacations strongly recommend that you contact your destination country’s embassy for your specific entrance requirements. It is the guest’s responsibility to ensure they have the appropriate identification and travel documentation for their flight as WestJet is not responsible for denied entry.

Aircraft schedule changes and flight interruptions

Flight times, airlines and type of aircraft are subject to change and substitution. WestJet Vacations will make every effort to inform guests of any changes. You are urged to check-in 24 hours prior to departure for WestJet operated flights on https://www.westjet.com . You should also reconfirm flight times. We will not assume responsibility for expenses incurred as a result of flight delays. You must contact WestJet Vacations at 1-877-737-7001 in the event you are delayed beyond the expected time of arrival so that we can ensure you reservation remains intact. Additionally, if you have reservations with other travel suppliers, please contact them directly to make alternative arrangements.

Checked and excess baggage

Checked baggage is subject to weight, size, and piece restrictions. Fees will apply for each piece and may be combined. For example, if a bag is a second piece, and is also overweight, both fees will apply.

FOR BOOKINGS MADE PRIOR TO NOVEMBER 7, 2023

FOR BOOKINGS MADE ON OR BETWEEN NOVEMBER 7, 2023 TO FEBRUARY 14, 2024

FOR BOOKINGS MADE ON OR AFTER FEBRUARY 15, 2024

*Vacations booked with a Premium fare or Business fare receive two free checked bags.

Select sporting and hunting equipment are subject to a special handling fee. Currency will be based on the location of fee payment; outside of Canada all fees will be charged in USD. For complete checked baggage information, visit https://www.westjet.com/en-ca/baggage/allowance . For a list of checked baggage fees, visit https://www.westjet.com/en-ca/flights/fees .

Carry-on baggage

WestJet allow each WestJet Vacations guest to bring one carry-on item and one personal item without charge. 

For complete WestJet carry-on baggage information, visit https://www.westjet.com/en-ca/baggage/carry-on .

Inflight Experience

Onboard offerings may vary based on the aircraft.

For WestJet operated flights onboard offerings, visit  https://www.westjet.com/en-ca/inflight/buy-on-board .

To view the inflight experience and aircraft details available on your itinerary, visit https://www.westjet.com/en-ca/flight-guide .

Flight numbers WS3000 to WS3099 are operated by WestJet Link (Pacific Coastal) Saab 340B.  Flight numbers WS3100 to WS3899 are operated by a WestJet Encore DHC 8-400.

Safety Measures

Each guest acknowledges and understands the risks related to the spread of infectious or contagious diseases. It remains each guest’s responsibility to take the necessary precautions applicable to any health hazards, including but not limited to COVID-19. Due to COVID-19 safety measures, hotel services, amenities, transfers/ground transport and excursions may be affected, or different than advertised. See your hotel's website for up-to-date information. 

Further, guests are solely responsible for obtaining all required medical vaccinations, inoculations, and appropriate certificates necessary for travel/entry to your destination.

Additional information to help you travel safely can also be found on our vacations travel safety page . 

Requirements of government authorities

Because of the nature of the airline industry, and concerns with respect to safety and security, there may be situations in which WestJet are required by legal authorities to collect, use or disclose personal information about you, particularly when you are travelling with us, without your knowledge or consent. Information that we are required to collect by any Canadian, U.S. or international government authorities, depending on your boarding location and destination, may include, as required by such authorities, your full name, date of birth, citizenship, gender, passport number and country of issuance, U.S. Visa number, Resident Alien card number, the means by which you paid for your flight, details as to how it was booked, and any other personal information collected by us as set out in this policy or as required by such government authority.

Register your travel with Global Affairs Canada

Global Affairs Canada offers a registration service for all Canadians travelling or living abroad. This service is provided so that government officials can contact you to assist with an emergency in a foreign country, such as a natural disaster or civil unrest, or inform you of a family emergency at home. Please visit https://travel.gc.ca/ to register.

Hotel check-in/checkout

A piece of valid government issued photo ID that proves your Canadian residency is required upon hotel check-in. Some hotels may require you to present a credit card or cash deposit upon check-in to cover additional expenses or incidentals during your stay. Such deposit is unrelated to any payment received by WestJet Vacations for your hotel booking with the Supplier. Please contact hotel for details. For non-Canadian residents, hotels reserve the right to charge the difference to the applicable rate, based on the guest’s country of residence. WestJet Vacations is not responsible for these additional charges imposed by the hotel if proper identification is not presented at check-in. Check-in and check-out times vary by property and may not coincide with flight arrival and departure times. All-inclusive privileges begin at the time of check in and end at time of check out. All guests who wish to check out later than the specified hotel check-out time are required to pay any additional charges that the hotel will impose upon them directly to the hotel.

Personal incidental charges are the responsibility of the guest and unless otherwise noted, prices do not include local and long distance charges, internet charges, gratuity, bellman, housekeeping, all personal expenses, and any other services not listed as included in the vacation price. Airport transfers are not included in the vacation unless specified on the itinerary.

Room preferences

WestJet Vacations will forward requests for specific room types, bedding configurations and other room requests to the hotel. We cannot guarantee they will be available.

Hotel ratings

WestJet Vacations has developed a rating guide to help you choose the property that best suits your needs and budget. Our ratings are based on WestJet Vacations’ assessment of each property’s available facilities, services, location and amenities. WestJet Vacations strives to ensure that the descriptions on our website are current at all times; however, for reasons beyond our control, changes can occur which may affect our ratings. As such, our hotel rating system should be used as a guideline only and is subject to change without notice. Any photographs appearing on westjetvacations.com are for your information only and are not guaranteed to be an exact representation of what a property will resemble upon arrival.

Hotel descriptions and construction

WestJet Vacations will make every effort to ensure that the hotel information described online is current and accurate however we cannot be held responsible for changes to hotel services or inconveniences as a result of hotel construction.

Hotel service

WestJet Vacations works diligently to align ourselves with travel suppliers who share our values in providing guests a positive experience. Our WestJet Vacations local representatives are available in most international sun destinations to offer support and liaise with our suppliers in the event you need assistance during your stay. Any issue you encounter must be brought to the travel supplier’s attention while you are in destination, so they have the opportunity to rectify the problem and ensure you continue to have an enjoyable holiday. Please file your written complaint with the hotel, transportation company, excursion provider, or with the appropriate supplier. We recommend you obtain a copy of it, and also contact our local representative. If no local representative is available, please contact WestJet Vacations at 1-877-737-7001. Should you remain dissatisfied with the service provided by the supplier, and wish to provide your feedback, please contact your travel agent and/or send WestJet Vacations a message https://www.westjet.com/en-ca/contact .

Guest with special needs

Travelling abroad with a special need can pose unique challenges. International accessibility services and amenities may not meet Canadian or American standards and may differ from location to location. In some cases they may not be available at all. Although WestJet Vacations strives to ensure that appropriate arrangements are made to make your vacation a remarkable experience, we cannot guarantee the availability of or access to accommodations for guests with special needs in destinations outside of Canada and the U.S. WestJet Vacations is not liable for any costs, damages, or losses, whether directly or indirectly, arising from or related to the lack of any such access or accommodations. Please call us at 1-877-737-7001 so that we can help ensure your vacation needs are met and provide you with a list of our current hotel partners that may be able to meet your travel needs.

Guests have the option to participate in excursions, tours or other activities (collectively, the “excursions”) that may be offered by local representatives or third-party suppliers for an additional fee. Some excursions may have a risk of personal injury, loss or damage and are purchased at the guest’s sole risk. WestJet Vacations assumes no responsibility for any claim, loss, damage, cost, quality, or expense arising from a guest's participation in such excursions. Any written or oral contract is considered to be exclusively between the guest and the Supplier.

Drivers must be a minimum of 21 years of age (minimum 25 years of age for rentals in some locations - please confirm with location directly) and hold a valid major credit card (non-prepaid American Express, Mastercard or Visa). A cash or credit card deposit may also be required. There may be a daily surcharge for renters under 25 years old. Rates shown include unlimited mileage. Additional authorized drivers, taxes, insurance and fees are paid locally to the car rental company. Car rental rates are based on a 24-hour period. Vehicles must be returned on or before the pickup time on the rental agreement or they may be subject to additional charges. WestJet Vacations strongly recommends the purchase of car insurance with your vehicle rental. The car rental company reserves the right to refuse any request for rental, including requests for persons under age, persons not in possession of a recognized full and valid driver’s license, persons unable to satisfy credit or cash requirements, or persons who, in the opinion of car rental company, constitute a risk.

Tickets and vouchers

WestJet utilizes a ticketless reservation system. You do not require a paper ticket for your flight. In most cases, vouchers or tickets are not required to redeem for hotel, car, activities, or services. A piece of photo identification is enough to redeem vacation services. You will be notified if a voucher is required for any part of your vacation. Multiple guests traveling on the same itinerary but booked on separate bookings will not be identified as a group, will not receive group services, and may be subject to cancellation.

When travelling, you should recognize and respect the social and political standard of living. This includes religion, local practices, political systems and the conditions of utilities, services and accommodation which may differ from those found in your own country. WestJet Vacations will not assume responsibility for any services including water, electricity, security, sanitary conditions, pools, food and beverage, which may be interrupted or suspended during your stay. Food, water and beverages may not be on par with a Canadian or US standard. You must assume sole responsibility for any illness suffered while travelling or upon return due to the quality of the food, water and beverages.

Liability of suppliers

WestJet Vacations makes arrangements with suppliers who provide travel services such as air travel, hotel accommodation, bus travel, sightseeing, attractions, car rental or other services included in your package. Although we try our best to choose the most reputable suppliers, we cannot be responsible for their acts and/or omissions. The package components are subject to the conditions imposed by these suppliers, and their liability may, in turn, be limited by their tariffs, conditions of carriage, tickets and vouchers and international conventions and arrangements. WestJet Vacations acts only in the capacity of an agent for guests or the supplier of goods and services rendered. As such, we maintain no control over the personnel, equipment, operations or goods of the supplier. When you fly to and from your destination, WestJet’s tariffs apply, including limits on and/or exclusions of liability. WestJet Vacations assumes no responsibility for a schedule change by WestJet nor any additional costs (accommodation, meals, etc.) caused by flight delays or misconnections.

Force majeure

WestJet Vacations shall not be liable for failure in the performance of any of its obligations, including without limitation, for any loss or damage resulting from any delay, cancellation, loss of personal belongings, illness, bodily injury, accident, death, deterioration of travel services, inconvenience, loss of enjoyment, disappointment or frustration, either mental or physical, due to:

• An act of God;
• A war, revolution, insurrection, riot, blockage or any other unlawful act against public order or authority, including an act of terrorism or threat thereof;
• Fire, flood, explosion, earthquake, epidemics, quarantine, pandemics, storm, lightning, tornado or adverse weather conditions generally;
• Accident to or failure of an aircraft or equipment used in connection therewith, loss of or hijacking of an aircraft, or any shortage of or inability to provide labour, fuel or facilities;
• Any strike, lock-out, labour dispute or other industrial disturbance whether involving WestJet or WestJet Vacations employees, the employees of its suppliers or others upon whom WestJet Vacations relies;
• Any government order, regulation, action or inaction or any failure to obtain the approval of a government authority having jurisdiction in the circumstances as may be required to the conduct of operations hereunder or any government or legal restraint upon such operation;
• Others upon whom WestJet Vacations relies for the performance of the whole or any part of any travel service hereunder;
• Any other causes beyond the reasonable control of WestJet Vacations and any other event not reasonably to be foreseen, anticipated or predicted, whether actual, threatened or reported, which may interfere with the operations of WestJet Vacations or of its suppliers.

Liability of WestJet Vacations

WestJet Vacations will not assume responsibility for any claims, losses, damages, costs or expenses arising out of personal injury, accidents or death; loss, damage or delay of baggage or other property; or delay, inconvenience, loss of enjoyment, upset, disappointment, distress or frustration, whether physical or mental resulting from any of the following:

• The act of omission of any party other than WestJet Vacations or its employees;
• Sickness, family emergencies, theft or any other circumstance affecting you beyond our direct control;
• Any instance of force majeure;
• Failure of the guest to obtain the documentation required for their trip such as passports, visas and certificates, including but not limited to proof of vaccination where required for entry by the country the guest is visiting (in which case they will also not be entitled to any refund);
• Failure of the guest to follow instructions including but not limited to airport departure times, baggage handling and check-in and checkout times;
• Cancellation or change for any reason in the travel services offered. WestJet Vacations reserve the right to cancel or change the travel services at our discretion, but we will try to substitute comparable services. If we must completely cancel your reservation, WestJet Vacations’ liability will be limited to a refund of all monies paid.
• A full refund will not be given in situations where travel must be cancelled by WestJet Vacations for reasons which are beyond its control (Force Majeure or other situations) and where WestJet Vacations’ contractual obligations with its suppliers do not allow it to obtain reimbursement of the sums paid to the supplier on your behalf.
• Quarantine costs incurred for any reason, including COVID-19, will be the responsibility of the guest.  

WestJet Vacations reserves the right to refuse any booking and decline any guest(s) at any time. In all cases, the liability of WestJet Vacations for any loss, damage or injury, whether physical or mental, arising from its own acts, omissions or negligence, is limited to the price of the package booked.

Privacy policy

WestJet Vacations is committed to protecting the privacy of your personal information and has developed a privacy policy to comply with the Personal Information Protection and Electronic Documents Act, which is available at Privacy policy .

Air Passenger Protection Regulations

If you are denied boarding, your flight is cancelled or delayed for at least two hours, or your baggage is lost or damaged, you may be entitled to certain standards of treatment and compensation under the Air Passenger Protection Regulations. For more information about your passenger rights, please contact your air carrier, visit https://www.westjet.com/en-ca/interruptions .

We appreciate hearing about your experience with us. If you would like to provide us with feedback, please visit our share feedback page. You may also send us a letter to 

WestJet Campus, Attention: Guest Relations, 22 Aerial Place N.E. Calgary, Alberta Canada T2E 3J1.