THESE TERMS AND CONDITIONS GOVERN THE RELATIONSHIP BETWEEN YOU AND TRAVIOOR TRAVEL GROUP SL IN RELATION TO BOOKINGS MADE BY YOU THROUGH THE TRAVIOOR WEBSITE. PLEASE READ CAREFULLY.
1. These terms
1.1 What these terms cover. These are the terms and conditions on which we supply our booking and search services (Travioor Services) to you for your travel or holiday (holiday) requirements. When making your booking, we will arrange for you to enter into a contract with the principal(s) or other supplier(s) (Supplier) named on your booking confirmation. The Supplier’s terms will apply to your booking. We will act as an agent and interface between you and the Supplier. A Supplier can include (without limitation) an airline, flight aggregator, hotel, hotel aggregator, tour operator, vehicle hire company, train operating company, insurance provider or an event or tourist attraction supplier, or a combination thereof.
1.2 Why you should read them. Please read these terms carefully before you making a booking through us. These terms tell you who we are, how we will provide the Travioor Services to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss. We intend to rely on our terms and the information you provide when you make a booking.
1.3 Supplier terms.
If we book you a package holiday, you will have one contract with the principal.
If we book the different services that make up your holiday with different principals and suppliers, you will have separate contracts with each of them.
You should read each of their terms carefully as they will contain important information about your booking. (You will be provided with a link to each of the relevant Supplier terms in your booking confirmation email.)
2. Information about us and how to contact us
2.1 Who we are. www.travioor.com is a site operated by Travioor Travel Group Sociedad Limitada (“We”) a company registered in Bizkaia, Spain. Our registered office is at Calle Alameda Urquijo 4 (Planta 2), 48008, Bilbao (España). Our registered VAT number (CIF) is B95814505.
2.2 How to contact us. You can contact us by emailing customer service team at firstname.lastname@example.org.
2.3 How we may contact you. If we have to contact you we will do so by calling or writing to you. All communications with you will be via the contact information you provide when you make your booking.
2.4 "Writing" includes emails. When we use the words "writing" or "written" in these terms, this includes emails.
3. Your booking
3.1 How the contract works. All services or travel arrangements provided by the Supplier (Supplier Services), which are sold through us, are not an offer by us to sell any Supplier Services, but an invitation to you to make an offer to the Supplier for the Supplier Services. We are free to accept that offer on behalf of such Supplier, or to reject it. Our acceptance of your booking on behalf of the Supplier will take place when we email you with your booking confirmation, at which point a contract will come into existence between you and the Supplier. You will be sent two emails. One to confirm that your payment has been received, please be aware that this is not a booking confirmation. And a second email, which you should receive within 48 hours of making your booking, which is the booking confirmation.
3.2 If we cannot accept your booking on behalf of the Supplier. If we are unable to accept your booking for any reason, we will inform you of this in writing and will not charge you for it. This might be for a number of different reasons including (without limitation) because of unexpected limits on Supplier’s resources which they could not reasonably plan for, because we or the Supplier have identified an error in the price or description of the Supplier Services or because we or the Supplier are unable to meet a deadline you have specified.
3.3 Our responsibility. By using our website, you authorise us to act as your agent during the procurement process from the relevant Supplier, as well as for the payment of the Supplier Services on your behalf, as necessary, in order to ensure that the transaction between you and the Supplier is carried out correctly. As consideration for the Travioor Services, we may charge you an administration fee, depending on the service purchased. We will provide you with all the necessary information on the full and final price of the Supplier Services and the Travioor Services before you are obliged to pay for your booking.
3.4 You. You must be at least 18 years old, be legally authorised to enter into contractual obligations, have the requisite consent or authority to act for or on behalf of any persons included in a booking and comply at all times with these terms.
3.5 Your responsibility. You are responsible for all your activities on our website and it is your responsibility to ensure that your booking is correct before you click to confirm it on the website. Once you have clicked to complete your booking, we will proceed to confirm the booking with the Supplier. You must check all names, dates and timings are correct before clicking to confirm the booking. You must ensure that all names given are the same as in the relevant passport.
3.6 Evidence of your booking. By using our website, you agree that the data we store in relation to your booking, which is the data you enter at the time you confirm your booking, constitutes sufficient evidence of your booking. The data we store on our computers, electronically or on our cloud based storage system are valid proof of the information you provide to us and shall be given the same evidential value as physical documents.
3.7 Your booking reference. We will assign a booking reference number to your booking and tell you what it is when we accept your booking. It will help us if you can tell us the booking reference whenever you contact us about your booking. You will also be provided with a booking reference from each Supplier, details of which will be included in your booking confirmation.
4. Your rights to make changes or cancel
4.1 If you need to make a change to a booking, you should notify us in writing as soon as possible. Please note that this may or may not be possible depending on the Supplier’s terms. If it is possible, and you are able to make changes to your booking through us, the supplier may charge an administration fee and we will charge you £20 administration fee. The quote by us of such fees will exclude any applicable taxes charged directly by the Supplier, which will be payable in addition to the administration fee. (Please note that the current booking price does not bear any relation to the cost of making any such change). If you are able to make changes or cancel a booking through us, we will let you know about any changes to the price and timings which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change.
4.2 If you need to cancel a booking, you should notify us in writing as soon as possible. We will then deal with your request on behalf of the Supplier. You may not have an automatic right to cancel a booking unless permitted by the relevant Supplier’s terms. Charges may be imposed by some Suppliers in accordance with their terms and we will charge you a £50 administration fee.
4.3 If you are due a refund, it will only be due to you in accordance with, and to the extent of, the terms of any relevant Supplier. To the extent that you are ever due a refund from a Supplier, we will pay any such refund to the bank account details you provide to us within 30 days of our receipt of the funds from the Supplier. Please bear in mind that our fees are not refundable.
4.4 Notwithstanding that it’s your sole responsibility to ensure all information entered for your booking is correct, you have the right to cancel a booking in the unlikely event that we have done something wrong in the booking process. In such circumstances, you will be entitled to a refund of the administration fee and we will pay any applicable cancellation fees to the relevant Supplier.
5. Our rights to make changes or cancel
5.1 Payments. We reserve the right to cancel your booking if full payment is not received on booking.
5.2 Fraud. We reserve the right to cancel your booking if we believe your purchase to be fraudulent. In such circumstances, we may attempt to contact you, using the email address or telephone number we have been provided, or through your bank. If we are unable to make contact with you to verify your identification, the booking will automatically be cancelled.
5.3 Information. We reserve the right to cancel your booking if you do not provide us with certain information required to complete your booking. If you delay to, or fail to, provide us the requisite information, or if we are informed that the information is inaccurate, we, or the Supplier, will contact you in writing to obtain the correct information. If you do not provide us with the correct information within a reasonable time, we may cancel the booking or charge you an additional fee to compensate for the extra time spent as a result. The accuracy of information you provide to us for the Supplier is your responsibility and we have no liability whatsoever in respect of any inaccurate information you provide.
6. Events outside of our control
6.1 Delays with the Travioor Services. If our supply of the Travioor Services is delayed by an event outside our control then we, or the Supplier, will use reasonable endeavours to contact you as soon as possible to let you know and we will take reasonable steps to minimise the effect of the delay. Provided we do this, we will not be liable for delays caused by the event, but if there is a risk of substantial delay which will directly cause major disruption or impediment to your holiday, you may contact us to cancel the booking and receive a refund for any Travioor Services or Supplier Services you have paid for but not received.
6.2 Other delays or events outside of our control. We are not responsible for any delays or other events outside of our control in respect of the Supplier Services. If we receive notification of a delay with the Supplier Services then we will use reasonable endeavours to contact you as soon as possible to let you know about it so you can contact the Supplier. Notwithstanding this, we have no obligation to notify you of any delays with Supplier Services. To the extent that we receive any refunds due to you as a result of any delays or events outside our control in respect of the Supplier Services, we will pay any such refunds to the bank account details you provide within 30 days of our receipt of the funds from the Supplier.
7. Price and payment
7.1 Where to find the price. The total price (which includes VAT) will be the price indicated on the booking pages when you confirm your booking. We will also provide you with the corresponding breakdown of the prices for the travel products, taxes and administration fees and credit card fees. We take all reasonable care to ensure that the price advised to you is correct. However please see clause 7.3 for what happens if we discover an error in the price of the Supplier Services you book. We will charge an administration fee and a credit card fee in relation to some of the transactions made on your behalf. Any such fee will be non-refundable as this fee relates directly to the Travioor Services.
7.2 We will pass on changes in the rate of VAT. If the rate of VAT changes between your booking date and the date the Supplier supplies the Supplier Service, we will adjust the rate of VAT that you pay, unless you have already paid for the Supplier Service in full before the change in the rate of VAT takes effect.
7.3 What happens if the price changes. Prices are liable to change at any time, but changes will not affect any bookings which have already been confirmed and accepted, unless changes were made more than 30 days before the intended departure date as a result of fluctuations in transportation costs, fuel costs, dues, taxes, fees such as landing taxes or embarkation/disembarkation fees at ports/airports and exchange rates. We will normally check prices before accepting your booking so that, where the Supplier Service’s correct price at your booking date is less than the stated price at your booking date, we will charge the lower amount. If the Supplier Services’ correct price at your booking date is higher than the price stated to you, we will contact you for your instructions before we accept your booking. If we accept and process your booking where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract and cancel the booking and refund you any sums you have paid. We reserve the right to correct any pricing errors on our website and/or on reservations made under an incorrect price. In such event, if available, we will offer you the opportunity to keep your booking at the correct price or we will cancel your booking without penalty. We are under no obligation to provide any services to you at an incorrect (lower) price, even after you have been sent your booking confirmation.
7.4 When you must pay and how you must pay. You will be required to pay in full for your booking at the time of booking. We accept payment from Visa Debit, Visa Credit, MasterCard Debit, MasterCard Credit and American Express.
7.5 Currency. All prices displayed on our website are expressed in GBP and exclude local taxes. The exchange rate is calculated on the date on which you confirm your booking.
7.6 Tax and additional costs. Certain countries may impose additional local taxes, including tourist tax, which normally have to be paid locally. You are responsible for any such additional costs.
8. Specific flights terms
8.1 Terms. Flights might be sold separately or as part of a package or Flight-Plus. All flights are subject to the relevant Supplier’s terms. We act as an intermediary in the purchase of your flights. You are responsible for ensuring that you comply with a Supplier’s terms.
8.2 Payments. If we receive any payment from you on behalf of the Supplier for booking flights, we act as the agent for the Supplier of the relevant flight. Your contract is between you and the Supplier of the relevant flight. Please ensure you read the Supplier’s terms in their specific website.
8.3 Combined one-way tickets. We may offer the opportunity to book a combination of one-way tickets rather than a roundtrip ticket. Each one-way ticket is subject to its own rules, restrictions and fees and subject to the relevant Supplier’s terms. Each flight is a separate booking. If one flight is affected by a change by the airline (e.g. delays or cancellations) and that has an effect on the other flight, you are responsible for any fees incurred for making changes to the unaffected flight. We are not responsible for any changes you make to unaffected flights or any associated costs. This also means that if you cancel one flight, the other(s) can be kept without any additional charges.
8.4 Multiple flights on one ticket. You may be able to book a combination of flights on one ticket. If your multiple flights are on one ticket, then if one flight is affected by a change by the Supplier (e.g. delays or cancellation) and that has an affect on any other flights, the Supplier will be responsible for re-arranging your flights as necessary.
8.5 You agree. We have no control over seat allocation, baggage or meals on flights. We have no control over the estimated flight duration provided by the Supplier and any estimated flight times we display are for guidance only. It is your responsibility to confirm your flights in accordance with the Supplier’s rules. If you book a return journey but do not use the outbound flight, the Supplier may cancel your return flight without a refund. We are not responsible for any additional charges that may be imposed by the Supplier in respect of meals, baggage, seat selection or any other additional charges. We are not responsible for any costs incurred for transfers between airports or terminals.
8.6 Supplier liability. Please note that a Supplier’s liability for death, personal injury and other damages is normally limited by national law, by an international air transport treaty, or by their own terms, including their conditions of carriage. If the Supplier cancels or delays your flight, is unable to give you your space on a flight, causes you to miss a connecting flight you have reserved, or if your flight fails to reach its intended destination, you may be entitled to remedies from the Supplier. Please refer to their terms.
8.7 Changes to flights. Changes to passenger names are not generally allowed. Normally the flight will have to be cancelled and a new one bought. In the event that a change of name is permitted, we and the Supplier may charge a fee which you will be responsible for paying. No replacement passengers can be put forward for your flight. Please be advised that sometimes flights booked with one airline may be operated by a different airline. In that case, the operating airline will charge you for the flight, or the payment may be taken by different Suppliers but will not exceed the total price for the Supplier Services.
8.8 Other. Air miles or vouchers from Supplier loyalty programs cannot be used when you make a booking through us. You need to check your baggage allowance with the Supplier and, if you are flying on multiple flights on one trip, please note that different aircraft have different restrictions. If you or someone else on your booking is pregnant or a minor, please note that some Suppliers will have specific restrictions on when or how you can travel, you should check the Supplier terms for the information.
8.9 Please read the terms. You should not just read this section in relation to your flight. Please ensure you read the rest of our terms and the Supplier’s terms for full information.
9. Passports, visas and health
9.1 Your specific passport and visa requirements, and any other immigration requirements are your responsibility and you should confirm these with relevant Embassies/Consulates. Most countries now require passports to be valid for at least 6 months after your return date. Please note that air travel within the British Isles requires photographic identification of a specific type to be presented to the airline. Please check with the airline before booking. Neither we nor the Supplier accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements.
9.2 Please make sure you check with your doctor about any health formalities or requirements for your holiday well in advance. Neither we nor the Supplier accept any responsibility if you cannot travel because you have not complied with any health requirements, or for any incidents arising as a result of your failure to observe any official requirements of a country.
9.3 Some countries will charge a fee on entry to the country, or to accompany their visa requirements. You are responsible for any such fees. These fees are subject to change by the local government authorities and we accept no liability for any changes or increases in cost.
10. Your travel documents and your holiday
10.1 Documents and tickets. Any documents relating to a Supplier Service ordered through us, including tickets, will be sent to the email address you provide when you make your booking. Please note that you will not receive a paper ticket for your holiday.
10.2 Every Supplier, including airlines, has its own rules and procedures regarding tickets. You should check the Supplier terms, or liaise directly with the Supplier, before the start date of your holiday. We recommend you always carry a printed copy of your confirmation email containing your booking reference numbers for every Supplier. We will not be responsible for your failure to comply with the terms, rules or procedures of the Supplier. It is your responsibility to keep your personal information up to date directly with the Supplier for your Supplier Services and to remember to check in for your journey. We will send you a reminder, to the email address provided when you make a booking, to update your personal information and to check in for your flight. Notwithstanding this, we will have no obligation and we will not be responsible for your failure to do so.
10.3 We recommend that you research your destination before booking your holiday. Some travel destinations are considered a risk and you should be aware of any warnings, announcements and advisories issued by The Foreign and Commonwealth Travel Advice Unit prior to making your booking. By offering travel to most destinations, we make no representation or warranty that travel to any such destinations is advisable or without risk, and we are not liable for any damages or losses that may arise from travel to such destinations.
10.4 It is your responsibility to ensure that we and the Supplier always have your up-to-date information. You must tell us and the Supplier immediately if you change your name, email address or telephone number. If you do not receive your booking confirmation email or any applicable documents because you have provided us with an incorrect, incomplete or out of date email address, neither we nor the Supplier shall be liable.
11. Images on our website
We will use reasonable endeavours to ensure that images displayed on our website represent Supplier Services on offer. The images are used to demonstrate the standard of Supplier Services that are available but we make no representation to any further extent.
12. Other important terms
12.1 We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation.
12.2 You need our consent to transfer your rights to someone else. You may only transfer your rights or your obligations under these terms to another person if the Supplier or we agree to this in writing.
12.3 Nobody else has any rights under these terms. These terms are between you and us acting on behalf of the Supplier. No other person shall have any rights to enforce any of these terms. Neither you or us (on behalf of the Supplier) will need to get the agreement of any other person in order to end the contract or make any changes to these terms.
12.4 If a court finds part of this contract illegal, the rest will continue in force. If any paragraph, or part of a paragraph becomes invalid, illegal or unenforceable, it shall be deemed modified to the minimum extent necessary to make it valid, legal and enforceable. If such modification is not possible, the paragraph or part thereof shall be deleted. Any modification or deletion shall not affect the validity and enforceability of the rest of these terms.
12.5 Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.
12.6 Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and you and we agree that the English courts have non-excusive jurisdiction to settle any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with these terms or their subject matter or formation. If you live in Scotland you can bring legal proceedings in respect of the Travioor Services in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the service in either the Northern Irish or the English courts.
13. If there is a problem
13.1 How to tell us about problems about the Travioor Services. If you have any questions or complaints about the Travioor Services, please contact us. You can telephone our customer service team at 0300 124 0466 #1 or write to us at email@example.com.
13.2 Any other problems. Your contract is between you and the Supplier, so if you have any questions or complaints before, during or after your holiday, related to the Supplier Services, please contact the Supplier directly.