Terms & Conditions

These Terms and Conditions (the “Terms”) govern your use of the Tripovo travel booking platform (the “Platform”) and any reservation you make through it. Please read them carefully before booking. By making a booking, you confirm that you have read, understood and accepted these Terms.

The Terms are organised in two parts: Section A sets out the general terms that apply to all bookings. Sections B to E set out additional terms specific to each Travel Service type. If there is a conflict between Section A and a product-specific section, the product-specific section prevails.

Section A — General Terms

A1. About Us

A1.1 The Platform is owned and operated by Tripovo LLC-FZ, a company registered in the United Arab Emirates. Registered office: Meydan Grandstand, 6th floor, Meydan Road, Nad Al Sheba, Dubai, U.A.E.

A1.2 References in these Terms to “you” or “the Customer” mean the person making the booking. References to “the Traveller(s)” mean each person named on the booking, including you. You must be at least 18 years old and have the legal capacity to enter into a binding contract to use the Platform and make a booking.

A2. What We Sell

A2.1 The Platform sells the following single-item travel services (each a “Travel Service”):

• Hotel accommodation (Section B);

• Airport and point-to-point transfers (Section C);

• Car rental (Section D);

• Tours, attractions and activities (Section E).

A2.2 Each Travel Service is sold as a stand-alone product. The Platform does not sell flights, package holidays, linked travel arrangements or any other bundled travel product. You may add multiple Travel Services to a single checkout for convenience, but each Travel Service in that checkout:

• is contracted separately under these Terms and the Rate Rules of the relevant Supplier;

• is issued its own Booking Confirmation with its own unique booking reference;

• is individually priced, with the price of each Travel Service shown and charged as a separate line item (no single inclusive or bundled price is offered or charged);

• is governed by its own cancellation, amendment and refund policy as set out in its Rate Rules; and

• is supplied by its own Supplier under that Supplier’s own terms.

The fact that you book, pay for, or receive a single payment receipt covering multiple Travel Services in one checkout does not create a package holiday, a linked travel arrangement, or any bundled or composite contract between you and us, and no bundled terms apply. The cancellation, change, delay, defect or non-performance of one Travel Service does not give you any right to cancel, change or claim against any other Travel Service booked in the same checkout.

A2.3 Travel Services are supplied by independent third-party providers (each a “Supplier”). Tripovo LLC-FZ acts as merchant of record: we take your payment, issue your booking confirmation, and are your single point of contact for service and support. The Supplier is responsible for delivering the Travel Service itself in line with the details shown at the time of booking.

A2.4 Information about each Travel Service (description, photos, facilities, ratings, prices, availability and cancellation policies) is provided by the Supplier or its connectivity partners. We take reasonable care in displaying this information but do not warrant that it is complete, accurate or current at all times.

A3. Making a Booking

A3.1 You must provide accurate, complete and current information when booking, including the full name of every Traveller exactly as shown on the identity document they will present, plus a valid email address and contact phone number. You are responsible for any consequences of providing incorrect information.

A3.2 When you book on behalf of other Travellers, you warrant that you have their authority to do so, that you have shared these Terms and the applicable rate rules with them, and that you accept responsibility on their behalf for compliance with these Terms and for payment of all amounts due.

A3.3 A booking is only confirmed when we send a written booking confirmation (the “Booking Confirmation”) to the email address you provide. The Booking Confirmation, together with the rate rules and cancellation policy displayed at checkout, forms the contract between you and us. If you have not received a Booking Confirmation within 24 hours of completing the booking, contact us.

A3.4 Obvious pricing or content errors are not binding. Where an obvious error is identified, we may offer you the option to keep the booking at the correct price or to cancel for a full refund of any amount paid.

A4. Prices, Taxes and Payment

A4.1 Prices are displayed in the currency shown at checkout and include any taxes and fees we are required to collect at the time of booking, unless stated otherwise on the rate.

A4.2 Certain local taxes, resort fees, tourist or city taxes, security deposits, fuel charges, young-driver fees, one-way fees, cross-border fees and similar charges may be payable directly to the Supplier on arrival, at pick-up or on use. Where the Supplier has notified us of such charges, we will display them during the booking process. These charges are not collected by us.

A4.3 Payment is taken by Tripovo LLC-FZ as merchant of record at the time of booking unless a different payment timing is shown on the rate (for example, “pay at hotel” or “pay at pick-up”). Accepted payment methods are shown at checkout. You authorise us, or our payment processor on our behalf, to charge your chosen payment method for the total amount of the booking and for any later charges you authorise.

A4.4 If your card is denominated in a currency different from the booking currency, your bank or card issuer may apply a foreign-exchange or cross-border fee. Any such fee is set by your bank and is not collected by us.

A4.5 We use industry-standard fraud-prevention measures. If a booking shows signs of fraud, unauthorised payment-method use, or breach of these Terms, we may delay confirmation, request further information, cancel the booking and refuse future bookings.

A5. Cancellations, Amendments and Refunds

A5.1 Each rate has its own cancellation and amendment policy (the “Rate Rules”) set by the Supplier. The Rate Rules are displayed to you before you complete the booking and are confirmed in the Booking Confirmation. Some rates are non-refundable; others allow free cancellation up to a stated deadline. You should read the Rate Rules carefully before booking. Product-specific defaults are set out in Sections B to E.

A5.2 To cancel or amend a booking, contact our customer service team using the channels in Section A11. Cancellations are effective when we acknowledge them in writing. Amendments are subject to availability and may result in a price difference.

A5.3 Where a refund is due under the Rate Rules, we will refund the eligible amount to the original payment method. Refunds typically take up to 10 working days to appear, depending on your bank and card issuer.

A5.4 We or the Supplier may need to cancel or change a booking in limited circumstances, for example overbooking, force majeure, or closure of the Supplier. Where this happens, we will notify you as soon as reasonably practicable and either (a) offer you a comparable alternative for your acceptance or (b) refund all amounts you have paid to us. Beyond this, we have no further liability for changes outside our reasonable control.

A6. Travel Documents, Visas and Health

A6.1 You are solely responsible for ensuring that you and your Travellers hold valid passports, visas, transit documents, driving licences (where relevant), health certificates and any other documentation required for travel to and within the country where the Travel Service is provided. Requirements vary by nationality and can change at short notice. Consult the relevant embassy, consulate or government travel advisory before booking and before travel.

A6.2 We are not liable for any refusal of entry, denied boarding, denied service, or other consequence (including loss of the booking) arising from incomplete, incorrect or invalid documents, or from non-compliance with health, immigration or customs requirements.

A6.3 We strongly recommend that you take out adequate travel insurance covering medical expenses, repatriation, cancellation and personal liability. Travel insurance is not included in any price shown on the Platform.

A7. Our Liability to You

A7.1 Nothing in these Terms limits or excludes our liability for: (a) death or personal injury caused by our negligence; (b) fraud or fraudulent misrepresentation; or (c) any other liability that cannot lawfully be limited or excluded.

A7.2 Subject to Clause A7.1, our role is to operate the Platform and to administer your booking as merchant of record. The Supplier is responsible for the actual provision of the Travel Service. We are not liable for any act, omission, default, misrepresentation or negligence of the Supplier or its staff, or for the quality, condition, safety or suitability of the Travel Service, its facilities, vehicles, equipment or any service provided by the Supplier.

A7.3 We do not sell packages or linked travel arrangements. Each Travel Service is sold separately and we do not accept liability for the combined or cumulative effect of multiple Travel Services that you choose to book together.

A7.4 Subject to Clause A7.1, our total aggregate liability to you in connection with a booking is limited to the total amount paid by you to us for that booking. We are not liable for indirect, consequential or special losses, loss of profit, loss of enjoyment, or losses which were not reasonably foreseeable at the time of booking.

A7.5 We are not liable for any failure or delay in performing our obligations caused by events outside our reasonable control, including but not limited to acts of God, war, civil unrest, terrorism, strikes, epidemic or pandemic, severe weather, natural disaster, government action, infrastructure or technical failure, or third-party supplier failure.

A8. Conduct and Acceptable Use

A8.1 You are responsible for the conduct of every Traveller in your booking and for any damage caused to a Supplier’s property, vehicles or equipment during the Travel Service. The Supplier may refuse to provide, or may discontinue, the Travel Service in case of disruptive, abusive, unsafe or unlawful behaviour, or where a Traveller is unfit to receive the service (for example, intoxicated or in breach of safety rules). In such circumstances, no refund is due.

A8.2 You must not (a) make speculative, false or fraudulent bookings; (b) scrape, crawl, index, monitor or copy any content on the Platform; (c) use any robot, spider, automated agent or AI assistant to access or transact on the Platform without our prior written consent; or (d) interfere with the operation or security of the Platform.

A9. Intellectual Property and Privacy

A9.1 All content on the Platform (including text, images, graphics, software, design and trademarks) is owned by Tripovo LLC-FZ or our respective licensors and suppliers. You may not reproduce, distribute, modify or create derivative works from any content on the Platform without our prior written consent.

A9.2 We process personal data in accordance with our Privacy Notice, which is available on the Platform and forms part of these Terms. Personal data is shared with the Supplier and with our service providers to the extent necessary to deliver and support your booking.

A10. Complaints

A10.1 If a problem arises during the Travel Service, you must report it to the Supplier immediately so that they have a reasonable opportunity to resolve it. If the Supplier does not resolve the issue, contact our customer service team without delay, using the channels in Section A11.

A10.2 Complaints made after the Travel Service has been provided should be submitted in writing within 28 days, with the booking reference and supporting documentation (photographs, receipts, Supplier correspondence). Failure to report an issue at the time may limit our ability to investigate it or to recover from the Supplier, and may reduce or eliminate any remedy that would otherwise be available.

A11. Contact Us

Contact details:

• Email: ops@tripovo.com

• Tel: +971 55 105 1234

• Hours: 24/7

• Address: Meydan Grandstand, 6th floor, Meydan Road, Nad Al Sheba, Dubai, UAE

A12. Governing Law and General

A12.1 These Terms and any non-contractual obligations arising from them are governed by the laws of the United Arab Emirates. Any dispute arising under or in connection with these Terms is subject to the exclusive jurisdiction of the courts of the United Arab Emirates.

A12.2 We may update these Terms from time to time. The version in force at the time you make a booking will govern that booking. Continued use of the Platform after an update constitutes acceptance of the updated Terms for future bookings.

A12.3 If any provision of these Terms is found to be unenforceable, the remaining provisions will continue in full force. Failure or delay by us in enforcing a right is not a waiver of that right.

A12.4 These Terms, the Rate Rules, the Booking Confirmation and the Privacy Notice constitute the entire agreement between you and us in respect of your booking and supersede any prior representations or understandings.

Section B — Hotel Accommodation

This section applies in addition to Section A whenever you book hotel accommodation through the Platform. The Supplier is the hotel or accommodation operator (the “Hotel”).

B1. Your Stay

B1.1 Check-in and check-out times, room configurations, minimum age requirements, security or damage deposits, pet policies and other house rules are set by the Hotel and shown on the rate page or in the Booking Confirmation. You and your Travellers must comply with them.

B1.2 Star ratings are a general guide. Standards vary between countries and brands, and we do not guarantee that a rating corresponds to any particular feature, facility or service level.

B1.3 Special requests (for example, bed type, adjoining rooms, late check-in, dietary requirements) are passed to the Hotel where possible but cannot be guaranteed and form no part of the contract.

B1.4 Where a Hotel requires a credit or debit card pre-authorisation or cash deposit at check-in to cover incidentals or potential damage, this is a matter between you and the Hotel and is not collected by us.

B1.5 In rare cases, if the Hotel or Supplier is unable to honour the reservation, a relocation will be announced. In such cases, our team will collaborate with the Hotel and Supplier to secure suitable alternative accommodation. We strive to offer alternatives of similar category and location, whenever feasible. If the guest is not satisfied with the options provided, we will offer a full refund of the original booking amount. Once an option is accepted, it cannot be changed or refunded. In all cases, the liability of Tripovo LLC-FZ will be limited to the original booking amount.

B2. No-Shows and Early Departure

B2.1 If you fail to arrive on the check-in date (a “no-show”), or if you check out early, no refund will be due unless the Rate Rules expressly provide otherwise. We are not liable for any consequences (including cancellation of subsequent nights by the Hotel) arising from your late arrival or failure to notify the Hotel.

Section C — Transfers

This section applies in addition to Section A whenever you book a transfer service (airport, station or point-to-point) through the Platform. The Supplier is the transfer operator (the “Transfer Operator”).

C1. Pick-Up and Meeting Points

C1.1 Your Booking Confirmation will set out the pick-up location, pick-up time, meeting point and contact details for the Transfer Operator. You must be at the meeting point on time and reachable on the phone number provided at booking.

C1.2 For airport or station pick-ups, you must provide the correct flight or train number at the time of booking so the Transfer Operator can adjust the pick-up time in the event of a delay. We will pass this information to the Transfer Operator but cannot guarantee that the Transfer Operator will be able to accommodate significant delays or changes.

C1.3 Vehicle categories shown on the Platform (for example, sedan, minivan, executive) describe a class of vehicle. A specific make, model or registration is not guaranteed. You are responsible for selecting a vehicle category appropriate to your party size, luggage volume and any accessibility requirements.

C2. No-Shows, Late Arrival and Refunds

C2.1 If you are not at the meeting point at the agreed pick-up time and have not contacted the Transfer Operator, the transfer will be treated as a no-show and no refund will be due.

C2.2 Unless the Rate Rules state otherwise, you may cancel a transfer free of charge up to 24 hours before the scheduled pick-up time. Cancellations made within 24 hours of pick-up are non-refundable.

C2.3 Refund claims must be submitted in writing within 14 days of the scheduled pick-up time, together with supporting evidence.

C3. During the Journey

C3.1 Estimated journey times do not take traffic, weather or roadworks into account. You should allow a reasonable buffer when planning onward travel.

C3.2 Children must be transported in age-appropriate seating in accordance with local law. Where a child seat has been requested at booking, it will be provided where available; the Transfer Operator may refuse carriage if a required child seat is unavailable due to inaccurate booking information.

Section D — Car Rental

This section applies in addition to Section A whenever you book a car rental through the Platform. The Supplier is the rental company (the “Rental Company”).

D1. Contractual Relationship

D1.1 These Terms govern the booking process and the payment you make to us. The rental itself is governed by a separate Rental Agreement between you and the Rental Company, which you will sign at the rental counter at pick-up. If there is any inconsistency between these Terms and the Rental Agreement in relation to the rental itself, the Rental Agreement prevails.

D1.2 The driver named on the booking (the “Main Driver”) is the only person who can change or cancel the booking, and is the person to whom the Rental Company will release the vehicle.

D2. Driver Requirements and What You Must Bring

D2.1 Each driver must hold a full, valid driving licence held for at least 12 months (or longer where the Rental Company requires) and must meet the minimum and maximum age requirements shown at booking. Young-driver or senior-driver fees may apply and are payable to the Rental Company at pick-up.

D2.2 At pick-up, the Main Driver must present (a) the booking voucher, (b) a valid driving licence and any required additional documentation (for example, an International Driving Permit or UK DVLA licence check code), (c) a valid passport or ID, and (d) a credit card in the Main Driver’s name with sufficient available funds for the Rental Company’s security deposit. If any of these are missing or do not match the booking, the Rental Company may refuse to release the vehicle and no refund will be due.

D3. Vehicle, Extras and Local Charges

D3.1 Vehicle categories (for example, “economy”, “intermediate SUV”) describe a class of vehicle. A specific make or model is not guaranteed unless the Rate Rules expressly state otherwise; “or similar” means a vehicle of equivalent size and gearbox type.

D3.2 Optional extras (for example, additional drivers, child seats, GPS, winter tyres, ski racks) and charges such as young-driver fees, one-way fees, cross-border fees, fuel charges and toll charges are payable directly to the Rental Company at pick-up or drop-off, unless the Booking Confirmation states that they have been pre-paid through us.

D3.3 You must not take the vehicle to a country, region or location prohibited by the Rental Agreement, and must not allow any person not named on the Rental Agreement to drive.

D4. Cancellations, Amendments and Refunds

D4.1 Unless the Rate Rules state otherwise, you may cancel a car rental booking free of charge up to 48 hours before the pick-up time. Cancellations made within 48 hours of pick-up, no-shows, or refusal of the vehicle at the counter for reasons within your control (for example, missing documents) are non-refundable.

D4.2 Rentals are priced in 24-hour units. Late drop-off may attract additional charges, and early drop-off does not give rise to a refund for unused time.

D5. During the Rental

D5.1 If anything goes wrong during the rental (accident, breakdown, theft), you must contact the Rental Company immediately, must not authorise repairs without its consent, and must keep all documentation (police reports, repair invoices, photographs). You are responsible for compliance with the Rental Agreement during the rental; we are not a party to it.

Section E — Tours, Attractions and Activities

This section applies in addition to Section A whenever you book a tour, attraction ticket or activity through the Platform. The Supplier is the tour or activity operator (the “Operator”).

E1. Voucher and Meeting Point

E1.1 After booking, you will receive a voucher (the “Voucher”) in your Booking Confirmation. The Voucher shows the date and time of the tour or activity, the meeting point, and any documents you need to present. You must bring the Voucher (printed or on your phone) and a valid photo ID for each Traveller.

E1.2 Tours and activities are time-bound events. If you do not arrive at the meeting point on time, or if you cannot present the required documents, the Operator may refuse participation and no refund will be due.

E2. Operator Rules and Suitability

E2.1 Each tour or activity is subject to the Operator’s own rules, including minimum age, health and fitness, weight and height restrictions, pregnancy restrictions, equipment requirements and safety briefings. These are shown on the product page and on the Voucher. You are responsible for ensuring that every Traveller is eligible and fit to participate.

E2.2 Adventure, water-based, motorised and other physically demanding activities involve inherent risk. Participation is at your own risk and subject to the Operator’s safety rules and any waiver you may be required to sign on site. We strongly recommend that you take out appropriate accident and travel insurance.

E2.3 Where a tour or activity is provided in a specific language, this is shown on the product page. We do not guarantee the availability of any particular guide, commentary language, or itinerary stop unless expressly confirmed in the Booking Confirmation.

E3. Cancellations, Amendments and Operator Changes

E3.1 Cancellation deadlines and refund eligibility are set by the Operator and shown in the Rate Rules at checkout. Some tours and activities are non-refundable from the time of booking.

E3.2 The Operator may cancel, postpone or modify a tour or activity due to weather, safety, minimum participant numbers, mechanical failure, force majeure or operational reasons. Where this happens, we will (a) offer you a reasonable alternative date or product, or (b) refund the amount paid for the cancelled tour or activity. We have no further liability for direct or indirect costs (for example, onward transport, accommodation or other arrangements) arising from such a change.

— End of Terms and Conditions —