Terms and Conditions
These Terms and Conditions (“Agreement”) set out the legally binding terms under which Travomint (“we,” “us,” “our”) provides online travel agency services via www.travomint.ae, including flight bookings, hotel bookings, car hire, transfers, vacation packages sold by third- party Suppliers, and other travel-related services (“you,” “your,” “Traveller”). By using our platform and completing a booking, you agree to be bound by all terms in this Agreement.
1. These Terms and Conditions, together with all booking confirmations, website information, email correspondence, and the terms and conditions of the relevant travel Supplier(s) (as defined below), form the basis of your contract. By requesting a booking through us, you acknowledge that you have read, understood, and agreed to this Agreement.
You represent that:
- you are at least 18 years old (or the age of legal capacity under UAE law, if higher) and have legal capacity to enter into a binding contract;
- you are legally authorised to act on behalf of any Travellers included in a booking; and
- the information provided by you or on behalf of other Travellers is true, accurate, and complete.
1. BOOKING
1.1. A booking is completed when you submit payment and receive a confirmation email containing your booking details.
1.2. You must carefully review all confirmation documents. Errors must be reported immediately, as corrections may not be possible later.
1.3. A booking is confirmed only when:
- all required Traveller information is provided;
- the Supplier accepts the booking;
- payment is received; and
- you accept these Terms & Conditions electronically.
1.4. All bookings are subject to the terms, fare rules, conditions, and policies of the relevant Supplier (airline, hotel, cruise line, tour operator, car rental provider, etc.).
1.5. We act solely as an intermediary (online travel agency). Your contract for travel services is directly with the Supplier.
1.6. We are not responsible for the acts, omissions, solvency, performance, or policies of any Supplier.
2. PAYMENT & PRICE
2.1. You must pay the required deposit or full amount at the time of booking.
2.2. Failure to pay on time may result in:
- Supplier cancellation of your booking;
- forfeiture of deposits;
- cancellation fees as per the Supplier’s terms.
Bookings made close to the departure date may require full payment immediately.
Any failed, missed, or reversed payment will be treated as a cancellation by you.
Promotional or discounted fares often carry strict conditions (e.g., non-refundable). Any changes may incur additional charges imposed by the Supplier.
Any service fees, booking fees, or administration fees charged by Travomint are non- refundable.
Pricing and availability remain subject to change until the Supplier confirms your booking.
3. ACCURACY OF INFORMATION
3.1. While we take reasonable care to ensure the accuracy of all information on our website, booking platform, emails, and marketing materials, occasional errors or omissions may occur.
3.2. We reserve the right to correct pricing, availability, or any other details at any time prior to the Supplier confirming your booking.
3.3. You are responsible for verifying all travel details at the time of booking, including dates, routes, passenger information, and product descriptions.
3.4. You must review all confirmations, invoices, itineraries, e-tickets, and travel documents immediately upon receipt. All Traveller names must match the passport or government-issued identification exactly. We are not liable for any loss arising from your failure to check and verify documentation.
3.5. Traveller names must be entered exactly as shown on the passport or identification that will be used for travel.
3.6. Middle names are generally optional for airlines; however, any error, omission, or discrepancy in Traveller information may result in denied boarding, additional fees, or the need to purchase a new ticket at your own cost.
3.7. You are solely responsible for providing accurate personal information, including full legal names, dates of birth, passport or ID details, gender (if required by the Supplier), known traveller numbers, and any other mandatory regulatory information.
3.8. Any costs, penalties, administrative fees, fare differences, or consequences resulting from incorrect, incomplete, or delayed submission of Traveller information are your responsibility alone.
4. SPECIAL REQUESTS
4.1. Any special requests such as dietary requirements, accessibility needs, bedding preferences, or room configurations must be submitted at the time of booking.
4.2. We will pass such requests to the relevant Supplier; however, these are not guaranteed and remain subject to the Supplier’s availability and policies. We accept no responsibility or liability if a request cannot be fulfilled.
5. TRAVEL INSURANCE
5.1. We strongly recommend that all travellers obtain comprehensive travel insurance suitable for their individual needs.
5.2. Your insurance should provide cover for key risks, including trip cancellation, medical treatment abroad, repatriation, lost or damaged baggage, and other travel-related contingencies.
5.3. We are not responsible for any losses, expenses, or liabilities arising from your decision not to secure adequate travel insurance.
6. CANCELLATION OF YOUR TRIP
6.1. Each Supplier (including airlines, accommodation providers, tour operators, and other third-party service providers) has its own cancellation terms. These will be presented to you at the time of booking and will apply in full.
6.2. All cancellation requests must be submitted in writing by email. Any refund or credit where permitted will be processed strictly in line with the applicable Supplier’s policies. Processing times vary by Supplier, and we cannot guarantee any specific timeframe for refund issuance.
6.3. Refunds, travel credits, or other compensation are the sole responsibility of the Supplier. We will assist in communicating your request but are not liable for any delays, refusals, or non-payment by a Supplier.
6.4. Partially used tickets or reservations, or any bookings with 100% cancellation penalties, are strictly non-refundable.
6.5. In circumstances such as medical emergencies, severe weather, natural disasters, or other unforeseen events, we will request flexibility from the Supplier; however, any decision to issue a refund, credit, or waiver rests entirely with the Supplier and cannot be guaranteed.
6.6. Any right of withdrawal, return, or refund that applies to you by law under Federal Law No. 15 of 2020 on Consumer Protection (as amended) and its Executive Regulation (Cabinet Decision No. 66 of 2023), and Federal Decree-Law No. 14 of 2023 on Trading by Modern Technological Means is not affected by these Terms, but applies only to the extent the law grants it for the relevant travel service (including any statutory exceptions for date-specific transport and accommodation bookings).
7. CANCELLATION BY A SUPPLIER
7.1. If a Supplier changes or cancels your confirmed booking, we will inform you as soon as we receive notice. We will assist you in seeking alternative options or solutions offered by the Supplier. However, we are not responsible or liable for any losses, additional expenses, inconvenience, or damages arising from a Supplier’s actions or failures, including delays, schedule changes, insolvency, or bankruptcy.
8. ACCOMMODATION RATINGS AND STANDARDS
8.1. Accommodation ratings (such as star classifications) are supplied directly by the provider and are intended as general guidance only.
8.2. Standards can differ widely between countries, regions, and suppliers. We do not guarantee the accuracy, consistency, or suitability of any rating, description, or standard provided.
9. FITNESS TO TRAVEL AND MEDICAL CONDITIONS
9.1. If you or any member of your party has a medical condition, disability, reduced mobility, or any circumstance that may affect your ability to travel, you must notify us before completing your booking.
9.2. We may request a medical certificate confirming fitness to travel where necessary for safety or compliance with supplier requirements.
9.3. If we or the supplier determine that your needs cannot be reasonably or safely accommodated, we may decline or cancel your booking.
9.4. Some countries require travellers to hold valid medical or travel insurance, visas, or health documentation as a condition of entry. We are not responsible for denied boarding or entry resulting from failure to meet such requirements.
9.5. Declining to obtain appropriate travel insurance may lead to financial losses or additional expenses if unexpected events occur.
9.6. By choosing to travel without adequate coverage, you accept full responsibility for any costs, losses, or consequences that may arise, and we will not be liable for losses that would otherwise have been covered under a suitable policy.
10. UNAVOIDABLE OR EXTRAORDINARY CIRCUMSTANCES
10.1. Travel arrangements may be affected by events outside the control of the travel provider or Supplier. These “unavoidable or extraordinary circumstances” may include, but are not limited to: extreme weather conditions, natural disasters, public health emergencies, epidemics or pandemics, government restrictions, airspace closures, industrial action, regional conflict, or significant security risks.
10.2. A “material modification” refers to a substantial change to your booking caused by such circumstances. This may include major alterations such as a change in travel dates, a change to the departure or arrival airport, or a significant delay.
10.3. No refunds shall be provided based on fear of travel or concerns related to terrorism, health, political instability, or similar conditions. Our professional planning and service fee shall remain non-refundable.
11. CANCELLATION DUE TO UNAVOIDABLE OR EXTRAORDINARY CIRCUMSTANCES
11.1. If your booking is cancelled as a result of unavoidable or extraordinary circumstances such as severe weather, natural disasters, public health emergencies, government restrictions, or other events outside the control of the travel provider, the Supplier may offer a travel credit or alternative remedy in accordance with their policies. Where applicable, we may also issue a credit in line with our own hardship policy.
11.2. All credits issued by us or by the Supplier are subject to the specific credit terms and conditions in effect at the time of issuance, including expiry dates, usage restrictions, and any non-transferability rules.
12. CREDIT CARD PAYMENTS, AUTHORISATION & CHARGEBACKS
12.1. We accept Visa, Mastercard, and other payment methods displayed at checkout. A signed or electronic authorisation is required for each payment processed through our system.
12.2. By authorising a card payment, you confirm and agree that:
- you authorise us and/or the relevant Supplier to charge your card for all travel services you have approved;
- you accept all cancellation, amendment, and refund rules that apply to your booking; and
- you will not initiate any improper, invalid, or unsupported chargebacks.
12.3. You agree to contact us directly to attempt resolution before raising any dispute or chargeback with your card issuer. We reserve the right to challenge, reverse, and recover losses arising from any improper chargeback, including administrative and legal costs.
12.4. The following situations constitute improper chargebacks, and any claims submitted on these grounds will be disputed and contested:
- disputes relating to non-refundable or non-cancellable bookings, regardless of whether travel was taken;
- charges made by an individual who had authorised access to your card, except in cases of proven fraud;
- dissatisfaction with a Supplier’s product, service, or experience;
- cancellations initiated by a Supplier due to force majeure, operational disruptions, or events outside our control;
- disagreement with cancellation, refund, or fare rules after you have accepted them.
13. KEEPING INFORMATION ACCURATE
13.1. We make every reasonable effort to ensure that the personal information we hold about you is accurate and up to date. You can assist us by notifying us promptly if any of your details change or if you believe any information we hold is incorrect.
13.2. We are not responsible for any losses, delays, or issues arising from inaccurate, incomplete, or outdated information provided by you or on your behalf.
14. IF YOU CHOOSE NOT TO PROVIDE INFORMATION
14.1. Certain personal information — such as your full legal name, date of birth, passport details, and contact information — is required for us to process travel bookings and comply with legal and regulatory requirements.
14.2. If you choose not to provide required information, or you do not consent to its use where necessary, we may be unable to complete your booking or may be limited in the services we can provide.
15. WITHDRAWING YOUR CONSENT
15.1. Any consent you provide for the collection or use of your personal information remains valid until you withdraw it. You may withdraw your consent at any time by contacting us, without prejudice to your rights under Federal Decree-Law No. 45 of 2021 on the Protection of Personal Data (the “UAE PDPL”).
15.2. Withdrawing consent does not affect our ability to continue processing your information where such processing is permitted or required under applicable law, including compliance, fraud-prevention, and accounting obligations.
16. HOW LONG WE KEEP YOUR INFORMATION
16.1. We retain your personal information only for as long as necessary to fulfil the purposes for which it was collected, to comply with our legal and regulatory obligations, or to resolve disputes.
16.2. When your information is no longer required, we will securely delete it or anonymise it so that it can no longer be linked to you.
17. LIABILITY
17.1. To the maximum extent permitted by the laws of the United Arab Emirates, we, our affiliated entities, and our directors, officers, employees, and agents shall not be liable — whether in contract, tort, statute, or otherwise — for any injury, loss, damage (including indirect, special, or consequential loss), delay, additional expense, or inconvenience arising directly or indirectly from:
- the acts, omissions, or defaults of independent third-party service providers;
- events outside our reasonable control;
- unavoidable or extraordinary circumstances (force majeure);
- changes, interruptions, or cancellations imposed by suppliers; or
- the insolvency, financial failure, or operational issues of any supplier or carrier.
17.2. Where liability cannot lawfully be excluded, our liability shall be limited to the minimum extent permitted by the laws of the United Arab Emirates. Nothing in these Terms is intended to exclude or restrict any statutory rights that cannot legally be waived, including your rights under Federal Law No. 15 of 2020 on Consumer Protection (as amended) and its Executive Regulation (Cabinet Decision No. 66 of 2023), and Federal Decree-Law No. 14 of 2023 on Trading by Modern Technological Means.
18. MARKETING
Where allowed by law, we may use your personal information to send you marketing communications about our products and services (and those of our partners). You may choose whether or not to receive marketing calls, emails, SMS, or social-media advertising from us, and you can withdraw that choice at any time.
19. AIR PASSENGER RIGHTS
19.1. Where you travel by air, your rights against the operating airline (for example, in the event of denied boarding, cancellation, or delay) are governed by the carrier’s conditions of carriage and by the applicable civil aviation rules of the UAE General Civil Aviation Authority (GCAA), and by any other law that applies to your flight.
19.2. Any claim for airline compensation or refund is made against the airline. We will reasonably assist you in submitting it, but we are not responsible for the airline’s decision.
20. RESTRICTED COUNTRIES & SANCTIONS
20.1. We do not serve Iran, North Korea, Cuba, Syria, or the regions of Crimea, Luhansk, and Donetsk. We may refuse or cancel any booking that involves these countries or regions, or that would breach applicable sanctions or export-control laws.
20.2. You are responsible for complying with all entry, visa, customs, and sanctions requirements of every country you travel to or through.
21. COMPLAINTS & DISPUTE RESOLUTION
21.1. If you have a complaint, please contact us first at care@travomint.com so that we can try to resolve it promptly.
21.2. If we cannot resolve your complaint, you may also refer it to the UAE Ministry of Economy (Consumer Protection), without prejudice to your other legal rights.
22. AMENDMENTS CLAUSE
22.1. From time to time, additional terms, clarifications, or updates ("Addenda") may be issued by us to supplement or amend these Terms and Conditions.
22.2. Any Addendum will form part of your contract with us once published on our website or otherwise communicated to you in writing.
22.3. Addenda may address updates required by changes in the laws of the United Arab Emirates, supplier rules, operational needs, or regulatory guidance, and may include revised policies, additional disclosures, or updated consumer rights information.
22.4. Addenda will apply only to bookings made after the date the Addendum takes effect unless applicable law requires retroactive application.
22.5. In the event of any inconsistency between an Addendum and the main Terms and Conditions, the Addendum shall prevail to the extent necessary to give effect to the updated provisions.
23. GOVERNING LAW
23.1. These Terms and any dispute arising from or connected with your booking shall be governed by the federal laws of the United Arab Emirates as applied in the Emirate of Dubai. You submit to the exclusive jurisdiction of the competent courts of the Emirate of Dubai, United Arab Emirates, without prejudice to any mandatory consumer-protection jurisdiction rules that cannot be excluded under applicable law.
24. ACKNOWLEDGEMENT
24.1. By making a booking, you confirm that you are 18 years of age or older (or of the age of legal capacity under applicable law) and that you have read, understood, and agree to be bound by these Terms and Conditions and our Privacy Policy.
24.2. We may update or amend these Terms periodically. Any revisions will apply only to bookings made after the updated Terms have been published.
24.3. We will notify you of any significant changes through our website or by email.
25. MISCELLANEOUS
25.1. These Terms constitute the entire agreement between you and us. No additional representations, statements, or agreements (unless expressly confirmed by us in writing) form part of this contract.
25.2. If any part of these Terms is found to be invalid or unenforceable under the laws of the United Arab Emirates, the remaining provisions will continue in full force and effect.
25.3. We reserve the right to appoint subcontractors or agents, including ground operators and third-party service providers, to perform services on our behalf.
25.4. You are entitled to receive clear pre-contract information and to exercise any cancellation, amendment, or refund rights available to you under Federal Law No. 15 of 2020 on Consumer Protection (as amended) and its Executive Regulation (Cabinet Decision No. 66 of 2023), and Federal Decree-Law No. 14 of 2023 on Trading by Modern Technological Means.
25.5. Where an Arabic version of these Terms is published on our website, the Arabic version shall prevail in the event of any inconsistency, to the extent required by applicable law.
26. CONTACT US
If you have any questions about these Terms and Conditions, please contact Travomint at:
Website: www.travomint.ae
Email: care@travomint.com
