{"service":{"name":"Booking.com","url":"https://www.booking.com/content/terms.en-gb.html","lang":"ENG","sector":"Travel","hq":"Netherlands","hq_category":"EU","is_public":"Indirectly public","is_paid":"Free","date":"14.02.2022"},"document":{"title":"","text":"Customer terms of service\nUpdated 14 February 2022\nTable of contents\nA. All Travel Experiences\nB. Accommodations\nC. Attractions\nD. Car rentals\nE. Flights\nF. Private and Public Transport\nBooking.com dictionary\nPrevious terms of service\nA. All Travel Experiences\nA1. Definitions\nA2. About these terms\nA3. About Booking.com\nA4. Our Platform\nA5. Our values\nA6. Prices\nA7. Payment\nA8. Policies\nA9. Privacy and cookies\nA10. Accessibility requests\nA11. Insurance\nA12. Genius\nA13. Rewards, Credits & Wallet\nA14. Intellectual property rights\nA15. What if something goes wrong?\nA16. Communication with the Service Provider\nA17. Measures against unacceptable behaviour\nA18. Limitation of liability\nA19. Applicable law and forum\nA20. Linked travel arrangements\nA1. Definitions\n1. Some of the words you’ll see have very specific meanings, so\nplease check out the ‘Booking.com dictionary’ at the end of\nthese Terms.\nA2. About these terms\n\n1. When you complete your Booking, you accept these Terms and any other\nterms that you’re provided with during the booking process.\n2. If anything in these Terms is (or becomes) invalid or, unenforceable:\nit will still be enforced to the fullest extent permitted by law\nyou will still be bound by everything else in the Terms.\n3. These Terms are laid out like this:\nSection A: general terms, for all types of Travel Experiences.\nSections B to F: specific terms, for just one type of Travel Experience:\nSection B: Accommodations\nSection C: Attractions\nSection D: Car rentals\nSection E: Flights\nSection F: Private and Public Transport\nIf there’s any mismatch between general and specific terms, the specific\nterms will apply.\n4. The English version of these Terms is the original. If there’s any dispute\nabout the Terms, or any mismatch between the Terms in English and in\nanother language, the Terms as they appear in English will apply. (You can\nchange the language at the top of this page.)\nA3. About Booking.com\n1. When you book an accommodation, flight or attraction, Booking.com B.V.\nprovides and is responsible for the Platform – but not the Travel Experience\nitself (see A4.4 below).\n2. When you book a rental car, or private or public transport, Booking.com\nTransport Limited provides and is responsible for the Platform – but not the\nTravel Experience itself (see A4.4 below).\n3. We work with companies that provide local support services (e.g. Customer\nSupport or account management). They don’t:\ncontrol or manage our Platform\nhave their own Platform\nhave any legal or contractual relationship with you\nprovide Travel Experiences\nrepresent us, enter into contracts or accept legal documents in our name\noperate as our ‘process or service agents’.\nA4. Our Platform\n1. We take reasonable care in providing our Platform, but we can’t guarantee\nthat everything on it is accurate (we get information from the Service\nProviders). To the extent permitted by law, we can’t be held responsible for\nany errors, any interruptions, or any missing bits of information - although we\nwill do everything we can to correct/fix them as soon as we can.\n2. Our Platform is not a recommendation or endorsement of any Service\nProvider or its products, services, facilities, vehicles, etc.\n3. We’re not a party to the terms between you and the Service Provider. The\nService Provider is solely responsible for the Travel Experience.\n4. To make a Booking, you may need to create an Account. Please make sure\nall your info (including payment and contact details) is correct and up to date,\nor you might find you can’t access your Travel Experience(s). You’re\nresponsible for anything that happens with your Account, so please don’t let\nanyone else use it, and please keep your username and password secret.\n\n5. We will show you the offers that are available to you, in (what we think is)\nthe right language for you. You can change to another language whenever\nyou like.\n6. Unless otherwise indicated, you need to be at least 16 to use the Platform.\nA5. Our values\n1. You will:\nabide by Our values\ncomply with all applicable laws\ncooperate with any anti-fraud/anti-money laundering checks we need to\ncarry out\nnot use the Platform to cause a nuisance or make fake Bookings\nuse the Travel Experience and/or Platform for their intended purpose\nnot cause any nuisance or damage, and not behave inappropriately to the\nService Provider’s personnel (or anyone else, for that matter).\nA6. Prices\n1. When you make a Booking, you agree to pay the cost of the Travel\nExperience, including any charges and taxes that may apply.\n2. Some of the prices you see may have been rounded to the nearest whole\nnumber. The price you pay will be based on the original, 'non-rounded' price\n(although the actual difference will be tiny anyway).\n3. Obvious errors and misprints are not binding. For example: if you book a\npremium car or a night in a luxury suite that was mistakenly offered for €1, we\nmay simply cancel that Booking and refund anything you’ve paid.\n4. A crossed-out price indicates the price of a like-for-like Booking without the\nprice reduction applied (‘like-for-like’ means same dates, same policies, same\nquality of accommodation/vehicle/class of travel, etc.).\nA7. Payment\n1. For some products/services, the Service Provider will require an Upfront\nPayment and/or a payment taken during your Travel Experience.\nIf we organise your payment, we (or, in some cases, our affiliate in the\ncountry your payment originates from) will be responsible for managing\nyour payment and ensuring the completion of your transaction with our\nService Provider. In this case, your payment constitutes final settlement of\nthe 'due and payable' price.\nIf the Service Provider charges you, this will usually be in person at the\nstart of your Travel Experience, but it could also be (for example) that\nyour credit card is charged when you book, or you pay when you check\nout of your Accommodation. This depends on the Upfront Payment policy\nof the Service Provider as communicated to you in the booking process.\n2. If the Service Provider requires an Upfront Payment, it may be taken or pre-\nauthorised when you make your Booking, and it may be non-refundable. So\nbefore you book, please check the Service Provider’s Upfront Payments\npolicy (available during the booking process), which we don’t influence and\naren’t responsible for.\n3. If you know of or suspect any fraud or unauthorised use of your Payment\nMethod, please contact your payment provider, who may cover any resulting\ncharges, possibly minus an excess.\n4. If the currency selected on the Platform isn't the same as the Service\nProvider's currency, we may:\nshow prices in your own currency\noffer you the Pay In Your Own Currency option.\nYou’ll see our Currency Conversion Rate during checkout, in the Booking\ndetails of your Account, or (if you don’t have an Account) in the email we send\nyou. If we charge you fees in connection with any such services, you’ll find the\n\nfee expressed as a percentage over European Central Bank rates. Your card\nissuer may charge you a foreign transaction fee.\n5. We will store your Payment Method details for future transactions after\ncollecting your consent.\nA8. Policies\n1. When you make a Booking, you accept the applicable policies as displayed\nin the booking process. You'll find each Service Provider's cancellation policy\nand any other policies (about age requirements, security/damage deposits,\nadditional supplements for group Bookings, extra beds, breakfast, pets, cards\naccepted, etc.) on our Platform: on the Service Provider information pages,\nduring the booking process, in the fine print, and/or in the confirmation email\nor ticket (if applicable).\n2. If you cancel a Booking or don’t show up, any cancellation/no-show fee and\nany refund will depend on the Service Provider’s cancellation/no-show policy.\n3. Some Bookings can’t be cancelled for free, while others can only be\ncancelled for free before a deadline.\n4. If you book a Travel Experience by paying in advance (including all price\ncomponents and/or a damage deposit if applicable), the Service Provider may\ncancel the Booking without notice if they can't collect the balance on the date\nspecified. If they do, any non-refundable payment you’ve made will only be\nrefunded at their discretion. It's your responsibility to make sure the payment\ngoes ahead on time (that your bank, debit card or credit card details are\ncorrect, and that there's enough money available in your account).\n5. If you think you're not going to arrive on time, please contact your Service\nProvider and tell them when they can expect you, so they don't cancel your\nBooking. If you’re late, we are not liable for the consequences (e.g. the\ncancellation of your Booking, or any fees the Service Provider may charge).\n6. As the person making the Booking, you are responsible for the actions and\nbehaviour (in relation to the Travel Experience) of everyone in the group. You\nare also responsible for obtaining their permission before providing us with\ntheir personal data.\nA9. Privacy and cookies\n1. If you book an accommodation, flight, or attraction, please see our Privacy\nand Cookies Statement for more information on privacy, cookies, and how we\nmight contact you and process personal data\n2. If you book ground transport, please see the Rentalcars.com Privacy\nStatement, Cars.booking.com Privacy Statement, or Taxi.booking.com Privacy\nStatement as appropriate to find out how we process your personal data.\nA10. Accessibility requests\n1. If you have any accessibility requests:\nabout our Platform and/or services, please contact our Customer Service\nteam\nabout your Travel Experience (wheelchair access, walk-in baths, etc.),\nplease contact your Service Provider - or the airport, train station, etc.\nA11. Insurance\n1. If you have bought insurance through our Platform, please\nrefer to the policy document(s) for the terms and for further\ninformation. These Terms do not apply to insurance.\nA12. Genius\n1. The Genius rate is a discounted rate offered by participating Service\nProviders for certain products/services.\n2. Genius rates are for members of the Booking.com Genius programme.\nThere are no membership fees, and it’s easy to become a member - just\ncreate an Account. Membership and rates are non-transferable. Membership\nis linked to a specific Account. Membership can also be linked to specific\ncampaigns or incentives.\n3. There are different ‘Genius Levels’, based on how many Accommodation\nBookings you’ve made in a given period. Each level provides different travel\nrewards.\n\n4. We may change any feature of the Genius programme, including the\nmembership levels and the way the programme is structured.\n5. For more details, visit https://www.booking.com/genius.html.\nA13. Rewards, Credits & Wallet\n1. We may issue Rewards to you – at our sole discretion, and subject to (a)\nthe terms here in A13 and (b) any Individual Reward Criteria that apply. If we\nmake a clerical error (i) in calculating your Rewards or (ii) in converting\ncurrencies related to your Rewards, we can always change or correct any\nbalances shown.\n2. How to get Rewards. You might, for example, get a Reward by booking at\na participating hotel, or by making a certain number of Bookings in a given\ntime period. When a Reward is available, we’ll explain what the specific\nconditions are and how to use it.\n3. Where to find your Rewards. Once you’ve received one or more\nRewards, you’ll find a ‘Rewards and Wallet’ link in your Booking.com Account\nmenu. Under the ‘Rewards’ tab, you’ll see all the Rewards you’ve earned,\nwhat actions (if any) still need to be taken to obtain the Reward(s), and any\nother terms and conditions.\n4. Types of Rewards. Rewards give you (a) Credits in your Wallet or (b)\nsomething different (e.g. a Credit Card Cashback, or a voucher). We’ll explain\neach Reward at the appropriate time.\n5. How to get Credits. Credits are usually issued as a result of getting a\nReward. But we may issue Credits for other reasons - if your Travel\nExperience didn’t live up to our usual high standards, for example.\n6. Where to find your Credits. Once you’ve received some Credits, you’ll\nfind a ‘Rewards and Wallet’ link in your Booking.com Account menu. Under\nthe ‘Wallet’ tab, you’ll see your total Credits balance (split into Travel Credits\nand Cash Credits, if you have both kinds). You’ll see when Credits were\nreceived or spent, and when they’ll expire. If you have Cash Credits, you’ll\nalso see a link to cash them out.\n7. Types of Credits. Travel Credits can only be spent on certain Travel\nExperiences. We’ll show you which Travel Experiences you can pay for with\nTravel Credits (which specific accommodations, attractions, car rentals, etc.).\nCash Credits can be cashed out to your Payment Method (click ‘Withdraw\nCash Credit’), or spent on any Travel Experience that you can pay for with\nTravel Credits.\nRewards\n8. To receive any type of Rewards, you must, when qualifying for and using\nthe Credits:\nhave an Account with us\nbe at least 18 years old\nmeet the Individual Reward Criteria\nnot violate the Rewards & Wallet Terms, and\nhave a valid credit card, to qualify for Credit Card Cashback Rewards.\n9. When a Reward is available, the Individual Reward Criteria will explain how\n(and if) you can qualify for it. There may be:\ntime-sensitive restrictions (e.g. offers with expiry dates)\nplatform restrictions (e.g. promotional codes that can only be used in our\napp)\nproperty restrictions (e.g. offers that can only be used with specific\nService Providers)\na minimum spend (e.g. a Reward that you’ll only earn when you spend at\nleast a certain amount on a Booking)\na maximum Reward value (for either monetary or non-monetary\nRewards).\n\n10. Rewards cannot be sold, encumbered or transferred in any way to a third\nparty. In the event of an Account holder’s death, their Account will be closed\nand their Rewards (if any) will be cancelled.\nCredits\n11. You can put either Cash Credits or Travel Credits towards the cost of an\neligible Travel Experience on a participating Platform (e.g. www.booking.com\nor a Group Company website).\n12. If that Travel Experience costs less than you have in Credits, your unused\nCredits will remain available in your Wallet.\n13. If that Travel Experience costs more than you have in Credits, you must\nmake up the rest of the cost in time, using another accepted Payment Method\n- or your purchase will be cancelled, and your Credits returned to your Wallet.\n14. If you have various Credits with more than one expiration date, the Credits\nwith the earliest expiration date will be used first.\n15. If you cancel a Travel Experience that you’ve paid for (in part or in full)\nwith Credits, the Service Provider’s cancellation policy will determine whether\nor not your money and/or Credits are refunded. Our Customer Service team\nwill be able to refund any Credits that you may be entitled to.\n16. You can cash out Cash Credits (but not Travel Credits) to a Payment\nMethod.\n17. Your Wallet’s default currency is determined by your location, residency or\nanother currency we may elect. If you get any Credits or Credit Card\nCashbacks in another currency, we’ll convert them to your default currency, or\nanother currency we may elect, using our Currency Conversion Rate.\n18. If a Reward was issued because you booked a Travel Experience, any\nassociated Credits that haven’t been used will be deleted from your Wallet if\nthat Travel Experience is cancelled.\n19. We reserve the right to cancel any Reward that was obtained by fraud.\n20. If you think you’ve not received a Reward that you should have, please\ncontact our Customer Service team no more than 12 months after you did\nwhatever it was that you believe qualified you for it. Please provide any\nsupporting documentation you have. If you don’t do this within 12 months, you\nwon’t be able to claim the Reward.\n21. All Credits have an expiration date, which you’ll find in the ‘Credits’ section\nof your Wallet.\nWallet\n22. All data, including personal data, will be processed in accordance with our\nprivacy policy and applicable data protection laws and regulations. It will be\nshared with Group Companies or Service Providers as required by the Wallet\nprogramme. Lost, stolen or expired Rewards will not be replaced.\n23. Your obligations:\nYou’re responsible for making sure that all information is (and stays)\ncorrect, complete and up to date\nIf we ask you for proof of ID, please provide it within 30 days\nYou’re responsible for keeping your Wallet sign-in details safe and secure.\n24. If you don’t adhere to the rules in this section, we may automatically\nsuspend or cancel your Wallet.\n25. You may not use your Wallet or Rewards in any way that is misleading,\nunfair or harmful.\n26. We may set off/settle any or all of your Credits against any claim we (or a\nGroup Company) have against you. We may do this at any time, and without\nadvance notice.\n27. We may change, suspend or end any aspect of the Wallet, Rewards and\nCredits. In particular, we might change:\nthese Rewards & Wallet terms\nwhich users we allow to have a Wallet\nwhich Rewards or Credits we provide\nthe expiration dates of any Rewards or Credits\n\nany Individual Reward Criteria.\n28. We will make reasonable efforts to give you prior notice if we make any\nchanges or stop providing Wallets altogether.\n29. If we stop providing Wallets, all Credits and Rewards that haven’t expired\nwill be valid for another 12 months.\nA14. Intellectual property rights\n1. Unless otherwise stated, all rights in our Platform (technology, content,\ntrademarks, look & feel, etc.) are owned by Booking.com (or its licensors) and\nby using our Platform you agree to do so for its intended purpose only and\nrespecting the conditions set out below in paragraphs A14.2 and A14.3.\n2. You’re not allowed to monitor, copy, scrape/crawl, download, reproduce or\notherwise use anything on our Platform for any commercial purpose without\nwritten permission of Booking.com or its licensors.\n3. We keep a close eye on every visit to our Platform, and we’ll block anyone\n(and any automated system) we suspect of:\nconducting an unreasonable amount of searches\nusing any device or software to gather prices or other information\ndoing anything that places undue stress on our Platform.\n4. By uploading any picture to our Platform (with a review, for example),\nyou’re confirming that it complies with our criteria and that:\nit’s truthful (you haven’t altered the picture, for example, or uploaded a\npicture of a different property)\nit doesn’t contain any viruses\nyou’re allowed to share it with us\nwe’re allowed to use it on our platform and in relation to further\ncommercial purposes (including in a promotional context), everywhere,\nforever (when you let us know we can no longer use it we will consider\nany such reasonable request)\nit doesn’t infringe the privacy rights of other people\nyou accept full responsibility for any legal claims against Booking.com\nrelated to it.\n5. Just to make it clear: we’re not responsible and liable for any picture\nuploaded to our Platform, we’re allowed to remove any picture upon our\ndiscretion (for instance, if we detect that a picture does not meet the above\ncriteria).\nA15. What if something goes wrong?\n1. If you have a query or complaint, please contact our Customer Service\nteam. You can do this by accessing your Booking, or through our app, or\nthrough our Help Centre (where you’ll also find some useful FAQs). You can\nhelp us help you as quickly as possible - by providing:\nyour Booking confirmation number, your contact details, your PIN code (if\nyou have one) and the email address you used when you made your\nBooking\na summary of the issue, including how you’d like us to help you\nany supporting documents (bank statement, pictures, receipts, etc.)\n2. All queries and complaints are recorded, and the most urgent ones are\ntreated as highest priority.\n3. If you're a resident of the European Economic Area and you’re not happy\nwith the way we handle your complaint, you may be able to complain via the\nEuropean Commission's ODR (Online Dispute Resolution) platform\n(ec.europa.eu/odr). It depends on what your complaint was about:\n\nif it was about an accommodation, flight or attraction, you can use that\nODR platform\nif it was about ground transport, you can’t (because ground transport is\nbooked with Booking.com Transport Limited, and the UK has left the EU).\n4. If you’re a resident of the Czech Republic and you’re not happy with the\nway we handle your complaint, you can complain to the Czech Trade\nInspection Authority - Central Inspectorate, ADR Department, registered office\nŠtěpánská 15, Prague 2, postal code: 120 00, email: adr@coi.cz,\nhttps://www.coi.cz/informace-o-adr/.\n5. If you’re a resident of Brazil and you're not happy with the way we handle\nyour complaint, you can complain via the Brazilian Federal Consumer Dispute\nResolution Platform (consumidor.gov.br/).\n6. We do try to resolve disputes internally, and we’re not obliged to submit to\nany alternative dispute resolution procedures handled by independent\nproviders.\nA16. Communication with the Service Provider\n1. We may help you communicate with your Service Provider,\nbut we can’t guarantee that they’ll read anything from you, or\nthat they’ll do what you ask. In itself, the fact that you contact\nthem, or that they contact you, doesn’t mean you have any\ngrounds for legal action.\nA17. Measures against unacceptable behaviour\n1. We have the right to stop you making any Bookings, to cancel any\nBookings you’ve already made, and/or to stop you using our Platform, our\nCustomer Service, and/or your Account. Of course, we’ll only do this if, in our\nopinion, there’s a good reason to - for example:\nfraud or abuse\nnon-compliance with Our values, or with applicable laws or regulations\ninappropriate or unlawful behaviour (e.g. violence, threats or invasion of\nprivacy) in relation to us, any of the companies we work with – or anyone\nelse, for that matter.\n2. If we cancel a Booking as a result, you won’t be entitled to a refund. We\nmay tell you why we've cancelled your Booking, unless telling you would (a)\ncontravene applicable laws and/or (b) prevent or obstruct the detection or\nprevention of fraud or other illegal activities. If you believe we have incorrectly\ncancelled your Booking, please contact our Customer Service team.\nA18. Limitation of liability\n1. To the extent permitted by mandatory consumer law, we’ll only be liable for\ncosts you incur as a direct result of a failure on our behalf. This means, to the\nextent permitted by law, we won’t be liable for (e.g.) any:\nindirect loss or indirect damage\ninaccurate information about a Service Provider\nproduct, service or action of a Service Provider or other business partner\nmistake in an email address, phone number or credit card number (unless\nit’s our fault)\nforce majeure or event beyond our control.\n2. If you are in breach of these Terms and/or the Service Provider’s terms, to\nthe extent permitted by law:\nwe won’t be liable for any costs you incur as a result, and\n\nyou won’t be entitled to any refund.\n3. To the extent permitted by law, the most that we, or any Service Provider,\nwill be liable for (whether for one event or a series of connected events) is the\ncost of your Booking, as set out in your confirmation email.\n4. Nothing in these terms will limit our (or the Service Provider’s) liability in\nrespect of our (or their) own (i) negligence that leads to death or personal\ninjury or (ii) fraud or fraudulent misrepresentation.\n5. We don’t make any promises about Service Providers’ products and\nservices (apart from what we expressly state in these Terms). Making the right\nchoice(s) is entirely your responsibility.\n6. Just to make it clear: nothing in these Terms will entitle any third party other\nthan the Service Provider to anything.\n7. You may be protected by mandatory consumer protection laws and\nregulations, which guarantee you rights that no company’s terms can\noverrule. In that case, our liability is determined not just by these Terms, but\nalso by any applicable consumer protection laws and regulations.\nA19. Applicable law and forum\n1. To the extent permitted by mandatory local (consumer) law, these Terms\nand our services will be governed by Dutch law (for accommodations, flights\nor attractions) or English law (for car rentals and private/public transport).\n2. To the extent permitted by mandatory local (consumer) law, any dispute will\nexclusively be submitted to the competent courts in Amsterdam (for\naccommodations, flights or attractions) or England and Wales (for car rentals\nand private/public transport).\nA20. Linked travel arrangements\n1. If:\nafter selecting and paying for one travel service, you book additional\ntravel services for your trip or holiday during the same visit to the\nPlatform; or\nyou book additional travel services for your trip or holiday via a link\nprovided to you by us not later than 24 hours after receiving confirmation\nof your initial Booking with us,\nyou will NOT benefit from rights applying to packages under the EU’s\nDirective (EU) 2015/2302 or the UK's Package Travel and Linked Travel\nArrangements Regulations 2018 (together, the ‘Package Travel\nRequirements’). Therefore, we will not be responsible for the proper\nperformance of those travel services. In case of problems, please contact the\nrelevant Service Provider.\n2. In either of these cases, the travel services will become part of a linked\ntravel arrangement and not a package. In that case Booking.com has, as\nrequired by EU and UK law, protection in place to refund your payments to\nBooking.com for services not performed because of Booking.com's\ninsolvency. Please note that this does not provide a refund in the event of the\ninsolvency of the relevant Service Provider.\n3. Booking.com has voluntarily extended this insolvency protection to\ncustomers outside of the EU and UK who have booked multiple travel\nservices via Booking.com that constitute Linked Travel Arrangements within\nthe meaning of the Package Travel Requirements. This extension only applies\nto payments received by Booking.com.\n4. Booking.com has taken out insolvency protection by way of a bank\nguarantee with Deutsche Bank administered by Sedgwick International UK for\nany monies paid directly to Booking.com.\n5. Travellers may contact Sedgwick International UK (60 Fenchurch Street,\nLondon EC3M 4AD, the United Kingdom, tel. +44 207 530 0600, email:\nhelpline@uk.sedgwick.com) if the services are denied because of\nBooking.com's insolvency.\n6. Note: This insolvency protection does not cover contracts with parties other\nthan Booking.com, which can be performed despite Booking.com's\ninsolvency.\n7. Please see Directive (EU) 2015/2302 as transposed into national law in the\nEuropean Union or in the United Kingdom.\n\nB. Accommodations\nB1. Scope of this section\nB2. Contractual relationship\nB3. What we will do\nB4. What you need to do\nB5. Price and payment\nB6. Amendments, cancellations and refunds\nB7. What else do you need to know?\nB1. Scope of this section\n1. This section contains the specific terms for Accommodations\nproducts and services.\nB2. Contractual relationship\n1. When you make a Booking, it’s directly with the Service\nProvider. We’re not a ‘contractual party’ to your Booking.\n2. Booking.com B.V. owns and operates the Platform.\n3. Our Platform only shows Accommodations that have a\ncommercial relationship with us, and it doesn’t necessarily\nshow all their products or services.\n4. Information about Service Providers (e.g. facilities, house\nrules and sustainability measures) and their Travel Experiences\n(e.g. prices, availability and cancellation policies) is based on\nwhat they provide to us. They’re responsible for making sure\nit’s accurate and up to date.\nB3. What we will do\n1. We provide the Platform on which Service Providers can\npromote and sell their Accommodations – and you can search\nfor, compare and book them.\n2. Once you’ve booked your Accommodation, we will provide\nyou and the Service Provider with details of your Booking,\nincluding the names of the guest(s).\n3. Depending on the terms of your Booking, we may be able to\nhelp you change or cancel it if you wish to.\nB4. What you need to do\n1. Fill in all your contact details correctly, so we and/or the\nService Provider can provide you with information about your\nBooking and, if necessary, contact you.\n2. Read these Terms and the terms displayed during the\nbooking process carefully.\n3. Take care of the Accommodation and its furniture, fixtures,\nelectronics and other contents, and leave things in the same\nstate they were when you got there. If anything is broken,\ndamaged or lost, make sure you report it to the staff there (as\nsoon as you can, and certainly before you check out).\n\n4. Maintain the security of the Accommodation and its contents\nduring your stay. So don’t, for example, leave doors or windows\nunlocked.\nB5. Price and payment\n1. See ‘Prices’ (A6) and ‘Payment’ (A7) above.\nB6. Amendments, cancellations and refunds\n1. See ‘Policies’ (A8) above.\nB7. What else do you need to know?\nWe Price Match\n1. We want you to get the best possible price every time. If,\nafter you've booked your Accommodation with us, you find the\nsame Accommodation (with the same conditions) for less on\nanother website, we promise to refund the difference, subject\nto the We Price Match terms and conditions.\nPartner offer\n2. Some offers on our Platform are marked as 'Partner offers', which means\nthey come to us through a Booking.com partner company, rather than straight\nfrom a Service Provider. Unless otherwise indicated, any Partner offer that\nyou reserve:\nMust be paid for at the time of booking\nCan't be modified. However, if it offers free cancellation, you will be able\nto cancel it for free, as long as you do it in time.\nCan't be combined with any other offers (promotions, incentives or\nrewards)\nCan't be scored or reviewed on our Platform.\nPrice incentives by Booking.com\n3. Some of the price reductions you see are funded by us, not\nby the Service Provider. We simply pay some of the cost\nourselves.\nDamage policy\n4. When you’re booking, you may see that some Service Providers refer to a\n‘damage policy’. This means that if anyone in your group loses or damages\nanything:\nyou should inform the Service Provider\ninstead of charging you for it directly, the Service Provider will have 14\ndays to submit a damage payment request through our Platform, under\nyour reservation number\nif they do, we’ll tell you, so you can tell us if you have any comments, and\nwhether or not you agree with the charge - and then:\nif you agree, we’ll charge you on their behalf\nif you disagree, we’ll look into it and decide whether or not to discuss it\nfurther*.\n5. There’s a limit (which is shown while you’re booking) to how\nmuch the Service Provider can charge you under the damage\npolicy through our Platform.\n\n6. Any payment you make would be between the Service\nProvider and you – we’d just be organising it on the Service\nProvider’s behalf.\n7. The damage policy doesn’t relate to general cleaning,\nordinary wear and tear, any crimes (such as theft), or any non-\nphysical ‘damages’ (e.g. fines for smoking or bringing pets).\n8. The Service Provider might require a ‘damage deposit’\nbefore or at check-in. If they do, we’ll tell you about it while\nyou’re booking – but it has nothing to do with the ‘damage\npolicy’. We won’t be involved in any financial settlement related\nto damage deposits.\n* If there is any damage, the Service Provider can always\ndecide to initiate a (legal) claim against you outside of the\ndamage policy, in which case the limit (see 5 above) wouldn’t\napply.\nHow We Work\n9. For info on reviews, ranking, how we make money (and\nmore), check out How We Work.\nC. Attractions\nC1. Scope of this section\nC2. Contractual relationship\nC3. What we will do\nC4. What you need to do\nC5. Price and payment\nC6. Amendments, cancellations and refunds\nC7. What else do you need to know?\nC1. Scope of this section\n1. This section contains the specific terms for Attractions\nproducts and services.\nC2. Contractual relationship\n1. We do not (re)sell, offer or provide any Attractions on our\nown behalf - when you book an Attraction, you enter into a\ncontract directly with (a) the Service Provider or (b) a Third-\nParty Aggregator (if they’re reselling the Attraction), as\ndisclosed during the booking process.\n2. We act solely as the Platform and are not involved in the\nThird-Party Terms. We are not responsible for your ticket and\n(to the fullest extent permitted by law) have no liability to you in\nrelation to your Booking.\nC3. What we will do\n\n1. We provide the Platform on which Service Providers and\n(from time to time) Third-Party Aggregators can promote and\nsell Travel Experiences – and you can search for, compare and\nbook them.\n2. Once you’ve booked your Attraction, we’ll provide you and\nthe Service Provider with details of the Booking; if the Service\nProvider needs more than your name, we’ll tell you at the time\nof booking.\n3. Depending on the terms of your Booking, we may be able to\nhelp you change or cancel it if you wish to.\nC4. What you need to do\n1. You must fill in all your contact details correctly, so we and/or\nthe Service Provider can provide you with information about\nyour Booking and, if necessary, contact you.\n2. You must read and agree to comply with our Terms and the\nThird-Party Terms (which will be displayed at checkout) – and\nacknowledge that breaching them may lead to additional\ncharges and/or the cancellation of your Booking.\nC5. Price and payment\n1. When you book an Attraction, we will organise your payment.\nFor details of how this works (including the related rights and\nobligations), please see ‘Payment’ (A7) above.\nC6. Amendments, cancellations and refunds\n1. Please see ‘Policies’ (A8) above.\nC7. What else do you need to know?\nHow We Work\n1. For info on reviews, ranking, how we make money (and\nmore), check out How We Work.\nD. Car rentals\nD1. Scope of this section\nD2. Contractual relationship\nD3. What we will do\nD4. What you need to do\nD5. Price and payment\nD6. Amendments, cancellations and refunds\nD7. What else do you need to know?\nD1. Scope of this section\n1. This section contains the specific terms for Car Rental\nproducts and services.\nD2. Contractual relationship\n1. When you book a Rental, your Booking is either (a) with us or (b) directly\nwith the Service Provider. Either way:\n\nour Terms govern the booking process; when we send you your Booking\nConfirmation, you’ll enter a contract with us\nthe Rental Agreement governs the Rental itself; when you sign this at the\nrental counter, you’ll enter a contract with the Service Provider (but you’ll\nsee and accept the key terms of it while you’re booking your car).\n2. In most cases, you’ll get your Booking Confirmation as soon as you\ncomplete your Booking – but if the Service Provider doesn't confirm your\nRental immediately, we won’t take payment or send you your Booking\nConfirmation until they’ve done so.\n3. If there’s any mismatch between these Terms and the Rental Agreement,\nthe Rental Agreement will apply.\nD3. What we will do\n1. We provide the Platform on which Service Providers can promote and sell\ntheir Travel Experiences – and you can search for, compare and book them.\n2. We don’t guarantee the precise make and model you’re booking (unless we\nexpressly say so). The phrase ‘or similar’ means you could get a similar car\n(i.e. the same size, with the same kind of gearbox, etc.). So the car pictures\nare illustrative only.\n3. Once you’ve booked your Rental:\nwe’ll give the Service Provider the Booking details (e.g. the Main Driver's\nname and contact phone number)\nwe’ll provide you with Pick-up information (e.g. the Service Provider's\ncontact details, and details of what you need to take with you).\nD4. What you need to do\n1. You must provide all the information we need to arrange your Booking\n(contact details, Pick-up time, etc.).\n2. You must read and agree to comply with these Terms and the Rental\nAgreement - and acknowledge that if you breach them:\nyou might have to pay additional charges\nyour Booking might be cancelled\nthe counter staff might refuse to hand over the keys at the rental counter.\n3. You must check your Rental's specific requirements, as many details\n(driving licence requirements, security deposit size, paperwork needed,\npayment cards accepted, etc.) vary per Rental. So please make sure you\ncarefully read:\nthese Terms\nthe key terms of the Rental Agreement, which you'll see while you’re\nbooking, and\nthe Rental Agreement itself, which you'll receive at Pick-up.\n4. You must be at the rental counter by your Pick-up Time: if you’re late, the\ncar may no longer be available, and you won’t be entitled to a refund. If you\nthink you might be late, it's vital that you contact the Service Provider or us,\neven if it's because of a flight delay and you’ve provided your flight number.\n5. The key terms of your Rental tell you what the Main Driver needs at Pick-\nup. You must ensure that when they get to the rental counter, they bring\neverything they need (e.g. driving licence, any required ID, and a credit card\nin their own name, with enough available funds to cover the security deposit).\n6. You must make sure the Main Driver is both eligible and fit (in the Service\nProvider’s opinion) to drive the car.\n7. You must have all the documents (such as ID, voucher and driving licence)\nthat you need at Pick-up.\n8. You must show the counter staff each driver's full, valid driving licence,\nwhich they must have held for at least 1 year (or longer, in many cases). If any\ndriver has endorsements/points on their licence, please let us know as soon\nas possible, as the Service Provider may not allow them to drive.\n\n9. You must ensure that any driver with a driving licence issued in England,\nScotland or Wales obtains a licence 'check code' no more than 21 days\nbefore Pick-up.\n10. You must ensure that every driver has their own International Driving\nPermit (if they need one) as well as their driving licence. Note that all drivers\nmust carry their driving licence (and International Driving Permit, if they need\none) at all times.\n11. You must ensure that every child has an appropriate child seat if they\nneed one.\n12. You must, if anything goes wrong during your Rental (accident,\nbreakdown, etc.):\ncontact the Service Provider\nnot authorise any repairs without the Service Provider's consent\nkeep all documentation (repair bills, police reports, etc.) to share with us /\nthe Service Provider / an insurance company.\nD5. Price and payment\n1. Booking.com Transport Limited is the merchant of record for\nyour Booking. For details of our payment process, please see\n‘Payment’ (A7) above.\nAdditional costs and fees\n2. In many cases, the Service Provider will charge a young driver fee for each\ndriver under a certain age (e.g. 25). In some cases, they may charge a senior\ndriver fee for each driver over a certain age (e.g. 65). When booking on our\nPlatform, you must enter the Main Driver's age, so we can show you details of\nany age-related fee(s) – which you would pay at Pick-up.\n3. In many cases, the Service Provider will charge a one-way fee if you drop\nthe car off at a different location. If you intend to do this, you need to enter the\ndrop-off location while booking, so we can tell you if it’s possible, and show\nyou details of any one-way fee – which you would pay at Pick-up.\n4. In many cases, the Service Provider will charge a cross-border fee for\ntaking the car to a different country/state/island. If you intend to do this, it's\nvital you tell us and/or the Service Provider as soon as you can (it must be\nbefore Pick-up).\n5. The price of your Rental is calculated based on 24-hour units, so (e.g.) a\n25-hour rental will cost as much as a 48-hour rental.\n6. If, after Pick-up, you decide you want to keep the car for longer, please\ncontact the Service Provider. They'll tell you how much this would cost, and\nyou'll enter a new contract with them directly. If you drop the car off late\nwithout agreeing this in advance, they may charge an additional fee as well.\nExtras\n7. In some cases, you'll pay for any optional extras (child seats, GPS, winter\ntyres, etc.) when you book your car – in which case, you're guaranteed to get\nthem at Pick-up.\n8. In other cases, you'll merely request any extras when you book your car –\nin which case:\nyou'll pay for them at Pick-up, and\nthe Service Provider doesn't guarantee they'll be available for you.\nD6. Amendments, cancellations and refunds\n1. We go above and beyond our legal obligations. Even though local laws\ndon’t require us to offer specific cancellation rights, we guarantee that we will\nhonour our refunds policy if you cancel your Booking.\n2. The following ‘Cancellation and Amendments’ terms apply to all Bookings\napart from:\nBookings with Dollar or Thrifty that were booked before 26 January 2021\n(please check your rental terms)\nBookings that are labelled ‘non-refundable’ (you cannot amend a non-\nrefundable Booking, and you won’t receive a refund if you cancel it).\n\nCancellations\n3. If you cancel:\nMORE THAN 48 hours before your rental is due to start, you’ll receive a\nfull refund.\nLESS THAN 48 hours before, or while you’re at the rental counter, we’ll\nrefund what you paid minus the cost of 3 days of your rental - so there\nwon’t be any refund if your car was booked for 3 days or less.\nAFTER your rental is due to start (or you just don’t turn up) you’ll receive\nno refund.\n4. The counter staff may refuse you the car if (for example):\nYou don’t arrive on time\nYou are not eligible to rent the car\nYou don’t have the documentation you need\nThe main driver doesn’t have a credit card in their own name, with\nenough available funds for the car’s security deposit.\nIf that happens, please call us from the rental counter to cancel your Booking,\nand you’ll receive a refund, minus the cost of 3 days of your rental. Otherwise,\nyou won’t be entitled to a refund.\nAmendments (changes to your Booking)\n5. You can make changes to your Booking anytime before you’re due to pick\nthe car up.\n6. In most cases, the easiest way to do this is via our app - or our website\n(under ‘Manage Booking’).\n7. There is no administration fee for changing your Booking, but any changes\nyou make may affect the rental price. Sometimes, the only way we can\nchange a Booking is to cancel it and make another one, in which case we\nmay charge you a cancellation fee on the rental company’s behalf.\n8. If changing your Booking would change the price or incur a cancellation\nfee, we will tell you in advance.\nChanges made by us\n9. If we/the Service Provider need to change your Booking (e.g. if the Service\nProvider can’t provide the car), we’ll tell you as soon as we can. If you don't\naccept that change, you’ll be entitled to cancel and claim a full refund (no\nmatter how close the start of your Rental is) but we will have no additional\nliability for any direct or indirect costs you may incur (e.g. hotel rooms or\ntaxis).\nD7. What else do you need to know?\nGeneral\n1. In all cases, drivers must be at least a minimum age to rent or\ndrive a car. In some cases, they must also be below a maximum\nage. The limit(s) can vary by Service Provider, by location and\nby type of car.\n2. Only eligible drivers whose names appear on the Rental\nAgreement may drive the car.\n3. You must not take the car to a different country/state/island\nand/or drop it off at a different location without arranging this in\nadvance.\nLate Pick-up/early drop-off\n\n4. If you pick your car up later (please see D4.4 above) or drop\nit off earlier than agreed in your Booking Confirmation, the\nService Provider will not refund you for the 'unused' time.\nHow We Work\n5. For info on reviews, ranking, how we make money (and\nmore), check out How We Work.\nE. Flights\nE1. Scope of this section\nE2. Contractual relationship\nE3. What we will do\nE4. What you need to do\nE5. Price and payment\nE6. Amendments, cancellations and refunds\nE7. What else do you need to know?\nE1. Scope of this section\n1. This section contains the specific terms for Flights products\nand services.\nE2. Contractual relationship\n1. Most Flights on our Platform are provided via a Third-Party Aggregator,\nwhich acts as an intermediary to the airline(s).\n2. When you make a Booking, it’s directly with the airline. We’re not a\n‘contractual party’ to your Booking. When booking, you enter into (i) an\nIntermediation Contract with the Third-Party Aggregator (for the ticket) and (ii)\na Contract of Carriage with the airline (for the Flight itself).\n3. If you book any extras (additional baggage, insurance, etc.), you’ll enter\ninto a direct contract with the Third-Party Aggregator or another company. We\nwill not be involved in this contract.\n4. We act solely as the Platform and are not involved in the Third-Party Terms.\nWe are not responsible for your ticket or any extras you may buy and (to the\nfullest extent permitted by law) have no liability to you in relation to your\nBooking.\nE3. What we will do\n1. We provide the Platform on which Service Providers can promote and sell\ntheir Travel Experiences and you can search for, compare and book them.\n2. Once you’ve booked your Flight, your Booking details (e.g. the names of\nthe traveller(s)) will be provided to the Service Provider.\n3. Depending on the Contract of Carriage, we may be able to help you change\nor cancel your Booking if you wish to.\nE4. What you need to do\n1. You must fill in all your contact details correctly, so we and/or the Service\nProvider can provide you with information about your Booking and, if\nnecessary, contact you.\n2. You must read and agree to comply with our Terms and the Third-Party\nTerms (which will be displayed at checkout) – and acknowledge that\nbreaching them may lead to additional charges and/or the cancellation of your\nBooking.\nE5. Price and payment\n1. When you book a Flight, your payment will be organised by\nus, by the Third-Party Aggregator (or a party specified by\nthem), or by a third party such as an airline. For details of how\n\nwe organise payments (including the related rights and\nobligations) please see ‘Payment’ (A7) above.\nE6. Amendments, cancellations and refunds\n1. You’ll find the cancellation policy in the Contract of Carriage, which is\navailable while you’re booking your Flight.\n2. There may be a fee for changing or cancelling your Flight.\n3. Airlines reserve the right to reschedule or cancel flights at their discretion.\n4. Different tickets from the same airline may have different restrictions or\ninclude different services.\n5. If you have any questions about changes, cancellations or refunds, please\ncontact our Customer Service team.\nE7. What else do you need to know?\nCode share\n1. Some airlines have ‘code share’ agreements with other\nairlines. So you may buy your ticket from one airline (your\n‘ticketing carrier’), but fly in a plane that’s owned by another\nairline (your ‘operating carrier’). In most cases like this, you will\ncheck in with your operating carrier – but please confirm this\nwith your ticketing carrier ahead of time.\n2. While you’re booking your Flight, you’ll be informed if it’s a\n‘code share’ Flight.\nAirline prohibited practices\n3. Most airlines don’t allow people to buy tickets that include\nflights they don’t intend to use – for example, a round-trip\nticket if the person doesn’t intend to use the return flight. For\nmore examples, just enter \"point-beyond ticketing\", \"hidden-\ncity ticketing\" or \"back-to-back ticketing\" into a search engine.\n4. When you purchase a Flight, you agree not to do this, and to\nindemnify us against any airline claims for any difference\nbetween the cost of your actual journey and the cost of the full\njourney specified on your ticket(s).\nUse of flight segments\n5. Most airlines require customers to use their flights in order.\nSo if you don’t take your first Flight, your airline may\nautomatically cancel the rest of your itinerary.\n6. If your airline does allow you to ‘skip’ any Flights in your\nitinerary, please make sure you cancel the Flight(s) you don’t\nwant, in line with the cancellation policy. Note that you may not\nbe entitled to a full refund (or any refund) for these unused\nFlights.\nOne-way tickets\n7. If you buy two one-way tickets rather than a single round-trip\nticket:\nyou’ll be making two separate Bookings, each with its own rules and\npolicies\n\nany changes to one Flight will not affect the other (for example, if your\ninitial Flight is cancelled, you won’t be guaranteed a refund for your\nsecond Flight).\n8. If you’re travelling abroad, you may need to prove to the\nCheck-in and/or Immigration staff that you have a return Flight\n(see ‘International travel’ below for more on passports, visas,\netc).\nCharges, taxes and fees\n9. Your fare will include any taxes and fees charged by an airline\nor government (except entry/exit fees - see ‘Entry/exit fees’\nbelow). You may be responsible for dealing with any retroactive\nchange in the tax rate.\nBooking fee\n10. We don’t charge any booking fees - but the Third-Party\nAggregator might, depending on which Flight you’ve chosen.\n11. If they do, the fee will be included in the price of your ticket.\nFees for baggage and other extras\n12. Your airline may charge for checked baggage,\nexcess/overweight baggage, priority boarding, allocated\nseating, onboard entertainment, food and drink and/or airport\ncheck-in.\n13. If they do, the charge(s) will be on top of the price of your\nticket (unless it’s expressly stated that your Flight included the\nextra(s)).\nInternational travel\n14. It’s your responsibility to:\ncarry a valid passport and/or visa if required\ncomply with any entry requirements\nfind out if you need a visa to pass through a country that isn’t your final\ndestination\ncheck with the relevant embassy in advance to see if there’s been any\nchange in passport, visa or entry requirements\nreview any warnings or advice from your country of residence/origin\nbefore you go to/through a country or region.\n15. By arranging travel to or from any location, we are not\nguaranteeing that it is without risk – and, to the fullest extent\npermitted by law, we will not be liable for any resulting damages\nor losses.\n16. It’s not a common practice, but international law allows\n‘disinsection’ of aircraft to kill insects. To do this, personnel\nmight spray the aircraft’s cabin with an aerosolised insecticide\nwhile passengers are on board, or treat its interior surfaces with\na residual insecticide while they’re not on board. Before you\n\ntravel, we advise you to find out about disinsection, including\nwhere it might happen.\nEntry/exit fees\n17. Your fare will not include any fee that a country or airport\ncharges people entering/leaving the country and that is\ncollected directly at the airport. Before you travel, we advise\nyou to find out if you’ll have to pay this kind of fee.\nUK: Your financial protection\n18. ATOL Holder: Booking.com B.V.\n19. ATOL Licence Number: 11967\n20. Within the UK, we provide full financial protection for our\nATOL protected flight only sales by way of our Air Travel\nOrganiser's Licence number 11967, issued by the Civil Aviation\nAuthority, Aviation House, Beehive Ringroad, West Sussex, RH6\n0YR, UK, telephone +44 (0)333 103 6350, email\nclaims@caa.co.uk.\n21. When you buy an ATOL protected flight from us you will\nreceive an ATOL Certificate. This lists what is financially\nprotected, where you can get information on what this means\nfor you and who to contact if things go wrong.\n22. We, or the suppliers identified on your ATOL Certificate, will\nprovide you with the services listed on the ATOL Certificate (or\na suitable alternative). In some cases, where neither we nor the\nsupplier are able to do so for reasons of insolvency, an\nalternative ATOL holder may provide you with the services you\nhave bought or a suitable alternative (at no extra cost to you).\nYou agree to accept that in those circumstances the alternative\nATOL holder will perform those obligations and you agree to\npay any money outstanding to be paid by you under your\ncontract to that alternative ATOL holder. However, you also\nagree that in some cases it will not be possible to appoint an\nalternative ATOL holder, in which case you will be entitled to\nmake a claim under the ATOL scheme (or your credit card\nissuer where applicable).\n23. If we, or the suppliers identified on your ATOL certificate,\nare unable to provide the services listed (or a suitable\nalternative, through an alternative ATOL holder or otherwise)\nfor reasons of insolvency, the Trustees of the Air Travel Trust\nmay make a payment to (or confer a benefit on) you under the\nATOL scheme. You agree that in return for such a payment or\nbenefit you assign absolutely to those Trustees any claims\nwhich you have or may have arising out of or relating to the\nnon-provision of the services, including any claim against us,\n\nthe travel agent (or your credit card issuer where applicable).\nYou also agree that any such claims may be reassigned to\nanother body, if that other body has paid sums you have\nclaimed under the ATOL scheme.\nEU: Passengers' rights under EU Regulation 261/2004\n24. If your flight is delayed or cancelled, or you’re denied\nboarding, you may be entitled to compensation/assistance\nunder EU Regulation 261/2004 if:\nYou’re flying into the European Union (EU)\nYou’re flying out of the EU\nYour Flight is provided by an EU airline\nEU: Airline carrier liability under EU Regulation 889/2002\n25. If there’s an accident that happens within the EU, EU\nRegulation 889/2002 might apply to you.\nEU: Rights of disabled persons and persons with reduced\nmobility when travelling by air under EU Regulation\n1107/2006\n26. EU Regulation 1107/2006 provides for certain rights for\npeople who are disabled or have reduced mobility.\nHow We Work\n27. For info on reviews, ranking, how we make money (and\nmore), check out How We Work.\nF. Private and Public Transport\nF1. Scope of this section\nF2. Contractual relationship\nF3. What we will do\nF4. What you need to do\nF5. Price and payment\nF6. Amendments, cancellations and refunds\nF7. What else do you need to know?\nF1. Scope of this section\n1. This section contains the specific terms for Private and\nPublic Transport products and services.\nF2. Contractual relationship\n1. When you pre-book Private or Public Transport, your Booking\nwill be directly with the Service Provider. When you book an\nOn-Demand Private Transport, your Booking will be with the\nThird-Party Aggregator. In all cases, our Terms will govern the\nbooking process.\n2. Pre-Booked Private Transport. You and the Service\nProvider both agree to comply with these Terms.\n\n3. Public Transport and On-Demand Private Transport.\nYou’ll be provided with the Service Provider’s terms during the\nbooking process. If there is any mismatch between their terms\nand our Terms, their terms will apply.\n4. On-Demand Private Transport. By making a Booking, you are\nconfirming that you:\nhave read and accept the Service Provider's terms\nagree to contact the Service Provider directly about anything that goes\nwrong\nunderstand that the Service Provider is responsible for arranging and\nproviding your Private Transport, choosing routes, setting prices, and\nproviding all relevant information\naccept that we just provide a booking platform (known as an API service),\nand will not be liable for any loss you suffer because of anything the\ndriver/Service Provider does or does not do.\nNot all Service Providers have their own terms, but you’re\nwelcome to check out all the terms that we’ve been provided\nwith.\nF3. What we will do\n1. We provide the Platform on which Service Providers can promote and sell\ntheir Travel Experiences – and you can search for, compare and book them.\n2. Once you’ve made your Booking, we’ll give the Service Provider your\ndetails (e.g. your name, phone number and pick-up location).\n3. All Private Transport. We’ll give you the Service Provider's contact details.\n4. Pre-Booked Private Transport. We’ll make sure the Service Provider\nknows what size of vehicle you’ve requested.\n5. Public Transport. We’ll give you (or tell you how to collect) your ticket(s).\nF4. What you need to do\n1. You must check the details of your Booking carefully, and\nprovide all the information we need to arrange your Booking\n(your requirements, contact details, etc.).\n2. You must make sure everyone in your group complies with\nour Terms and (where applicable) the Service Provider’s terms,\nwhich you saw and accepted during the booking process. You\nacknowledge that if you breach them:\nyou might have to pay additional charges\nyour Booking might be cancelled\nyour driver may refuse to transport you.\n3. You must bear in mind that estimated journey times don’t\ntake traffic conditions into account.\n4. All Private Transport. You must make sure all passengers\nare at the pick-up location on time.\n5. All Private Transport. At and around your Pick-up Time, you\nmust have the phone (whose number you entered when you\nmade your Booking) switched on and able to receive calls/texts,\n\nin case the driver needs to contact you. We can't guarantee\nthey’ll be able to reach you through messaging applications\nsuch as WhatsApp or Viber.\n6. Pre-Booked Private Transport. For any airport pick-up, you\nmust give us your flight details at least 24 hours before your\nPick-up Time, so your Service Provider can adjust the Pick-up\nTime if your flight is delayed. If they can’t provide a Private\nTransport following a flight delay or cancellation, please\ncontact our Customer Service team.\n7. Public Transport. You must make sure all passengers arrive\non time, leaving enough time to collect tickets if necessary.\n8. You must be 18 or older to make a Booking, and any\npassenger under 18 must be accompanied by a responsible\nadult.\n9. You must make sure no passenger behaves inappropriately -\ne.g. being abusive or doing anything that might endanger\nsomeone.\n10. You must make sure you choose Public/Private Transport\nthat’s suitable (in terms of party size, amount of luggage,\naccessibility requirements, etc.).\nF5. Price and payment\n1. Booking.com Transport Limited is the merchant of record for\nyour Booking. For details of our payment process, please see\n‘Payment’ (A7) above.\n2. Pre-Booked Private Transport. Price includes any tolls,\ncongestion charges, taxes and peak surcharges. Payment is\ntaken at the time of booking.\n3. On-Demand Private Transport. Price will be confirmed\n(and payment taken) when your driver drops you off. The price\nmight be different from the price estimated when you booked.\nYou are responsible for any tolls, congestion charges, taxes,\npeak surcharges and gratuities.\n4. Public Transport. Payment is taken when your Booking is\nconfirmed. Before departure, the Service Provider may need to\nsee your ticket(s)/e-ticket(s). Please keep it/them with you at all\ntimes, or you might have to pay again.\n5. The Service Provider/driver doesn’t have to agree to any\nchanges to the Journey that you request in person. If they do,\nthey may charge extra.\nF6. Amendments, cancellations and refunds\nCancellation\n1. In most cases...\nPre-Booked Private Transport. You can cancel for free up to 24 hours\nbefore your Pick-Up Time (2 hours in some cases - please see your\n\nconfirmation). If you don't cancel on time, you won't be entitled to a\nrefund.\nOn-Demand Private Transport. You can cancel anytime before your\nPick-Up Time, but the Service Provider may charge you a cancellation\nfee.\nPublic Transport. You probably won’t be entitled to a refund once your\nBooking is confirmed. If your plans change, please contact our Customer\nService team to discuss any options that might be available.\n2. If your Service Provider has a different cancellation policy\n(which you’ll see while booking), their policy will apply instead.\n3. We and/or the Service Provider may cancel the Booking with\nlittle or no notice - but this would only happen in very specific\nsituations. For example, if:\nthe Service Provider becomes insolvent or is genuinely unable to honour\nyour Booking – in which case we'll do our best to arrange alternative\ntransport (and we'll refund you in full if we can't)\nyou are in breach of these Terms and/or the Service Provider's terms – in\nwhich case you won't be entitled to any refund.\nAmendments (changes) before your Journey begins\n4. Pre-Booked Private Transport. Your confirmation email will\ntell you how much notice you need to give (ahead of your Pick-\nup Time) to request any changes to your Booking (such as\nlocation or time).\n5. On-Demand Private Transport. To change your Booking,\nyou may need to cancel it (which might incur a cancellation fee)\nand make a new one.\n6. Public Transport. You cannot change your Booking once it's\nconfirmed.\n7. If we/the Service Provider need to change your Booking (for\nexample, if there’s a strike that interferes with your journey),\nwe’ll tell you as soon as we can. If you then decide to cancel:\nAny Transport. Unless you cancel for one of the reasons in the next\nbullet, you’ll be entitled to a full refund (no matter how close your journey\nis).\nAny Private Transport. If the change is simply a new driver, a new\nService Provider, or a new (similar) vehicle, you won’t be entitled to a\nrefund (unless you’re cancelling with enough notice).\nEither way, neither we nor the Service Provider will be liable for\nany costs you may incur (e.g. alternative transport or hotel\nrooms).\nRefunds\n8. If you wish to apply for a refund, you must do so in writing no\nmore than 14 days after your Pick-up Time.\n9. Any refund may take up to 5 working days to arrive in your\naccount.\n\n10. All Private Transport. If your driver isn’t at the pick-up\nlocation on time, you can apply for a refund, and we’ll\ninvestigate this for you.\n11. All Private Transport. You won't be entitled to a refund if\nyour Journey doesn't go ahead as planned because:\nthe driver/Service Provider can't contact you\none or more passengers isn't at the pick-up location on time, and you\nhaven't requested a new Pick-up Time\nyou request unreasonable changes to the Pick-up Time or Journey\nyou don’t tell us / the Service Provider / the driver about a change you\nwant to make\nyou’d provided incorrect details when booking your Private Transport\n(pick-up location, contact details, number of people, amount of luggage,\netc.)\nof something that one or more passengers did/didn’t do.\nF7. What else do you need to know?\nPre-Booked Private Transport\n1. Please check your confirmation email to see how long the\ndriver will wait at the pick-up location.\nOn-Demand Private Transport\n2. The driver may not wait beyond the Pick-up Time - and if\nthey do, they may charge you for the time spent waiting. If you\naren’t at the pick-up location on time, you may be charged a\ncancellation fee.\nRepair or cleaning charges\n3. If anything needs to be repaired or cleaned because\nsomeone in your group has done something unreasonable or is\nin breach of these terms, you will be responsible for the cost of\nrepairs/cleaning.\nHow We Work\n4. For info on reviews, ranking, how we make money (and\nmore), check out How We Work.\nBooking.com dictionary\n‘Account’ means an account (with Booking.com or a Group\nCompany), through which you can book Travel Experiences on\nour Platform.\n‘Accommodation’ means the provision of an accommodation\nservice by a Service Provider (throughout Section B, ‘Service\nProvider’ means the provider of the accommodation service).\n‘Attraction’ means the provision of an Attraction service by a\nService Provider (throughout Section C, ‘Service Provider’\nmeans the provider of the Attraction service).\n\n‘Attraction service(s)’ includes, but is not limited to, tours,\nmuseums, attractions, activities and experiences.\n‘Booking’ means the booking of a Travel Experience on our\nPlatform, whether you pay for it now or later.\n‘Booking.com’, ‘us’, ‘we’ or ‘our’ means Booking.com B.V. (for\naccommodation, flights or attractions) or Booking.com\nTransport Limited (for any ground transport service). Corporate\ncontact\n‘Booking Confirmation’ (in the ‘Car rentals’ section) means the\nconfirmation email and voucher we send you, explaining the\ndetails of your Booking.\n‘Cash Credits’ means a benefit with a monetary value that you\ncan ‘cash out’ to the Payment Method that we have on file for\nyou, or put towards the cost of a future Travel Experience.\n‘Contract of Carriage’ means the contract between you and the\nService Provider, which deals with your Flight.\n‘Credits’ means a benefit with a monetary value. There are\n‘Cash Credits’ and ‘Travel Credits’.\n‘Credit Card Cashback’ means a benefit with a monetary value\nthat can be cashed out to the credit card that we have on file\nfor you, but can’t be put towards the cost of a future Travel\nExperience.\n‘Currency Conversion Rate’ means the rate that we use to\nconvert currency; this is currently the WM/Refinitiv Closing\nSpot Rate, but this may change.\n‘Eligible Booking’ means a Booking that meets the criteria to\nqualify for a Reward.\n‘Flight’ means the provision of a flight by a Service Provider\n(throughout Section E, ‘Service Provider’ means the airline).\n‘Group Company’ means an affiliate of Booking.com – either a\ndirect shareholding of Booking.com or part of the Booking\nHoldings Inc. group.\n‘Individual Reward Criteria’ means rules that apply to certain\nRewards – in addition to the general ‘Rewards, Credits & Wallet’\nterms (A13) above.\n‘Intermediation Contract’ (in the ‘Flights’ section) means the\ncontract between you and the Third-Party Aggregator, which\ndeals with the way they arrange your Flight ticket (and, in some\ncases, any extras) with the airline or another company.\n‘Main Driver’ means the driver whose details were entered\nduring the booking process – the only person who can change\nor cancel that Booking, or discuss it with us (unless they tell us\nthey nominate someone else to do this).\n\n‘On-Demand Private Transport’ means a private vehicle that\nyou request when you arrive at the pick-up location (or just\nbefore).\n‘Our Services’ (in the ‘Car rentals’ section) means our online car\nhire reservation system, through which Service Providers can\noffer their products and services – and you can book them.\n‘Pay In Your Own Currency’ means the payment option that we\nsometimes offer when a Service Provider doesn’t use your\ncurrency. This option lets you pay in your currency instead.\n‘Payment Method’ means the method (credit card, debit card,\nbank account, PayPal, ApplePay, etc.) used to make a payment\nor transfer money.\n‘Pick-up’ (in the ‘Car rentals’ section) means the process at the\nstart of your Rental, when you provide the required ID and other\ndocumentation, pay for any fees and additional extras, enter\ninto the Rental Agreement, and collect your car.\n‘Pick-up Time’ (in the ‘Car rentals’ section) means the (local)\ndate and time you’re due to pick up your car, as stated in your\nBooking Confirmation.\n‘Pick-up Time’ (in the ‘Private and Public Transport’ section)\nmeans the (local) time when a Pre-Booked Private Transport is\ndue to reach the pick-up location, or when an On-Demand\nPrivate Transport actually reaches the pick-up location.\n‘Platform’ means the website/app on which you can book Travel\nExperiences, whether owned or managed by Booking.com or by\na third-party affiliate.\n‘Pre-Booked Private Transport’ means a private vehicle that you\nrequest at least 2 hours before you arrive at the pick-up\nlocation.\n‘Private Transport Journey’ means the private transport journey\nas set out in the Booking (including any changes after the\nBooking was made).\n‘Public Transport’ means trains, buses, trams and other types\nof public transport.\n‘Public Transport Journey’ means the public transport journey\nas set out in the Booking (including any changes after the\nBooking was made).\n‘Rental’ (or ‘Car Rental’) means the provision of a car by a\nService Provider (throughout Section D, ‘Service Provider’\nmeans the rental company that provides the car).\n‘Rental Agreement’ means the contract between you and the\nService Provider, which you sign at Pick-up. You’ll be provided\nwith a summary of the key terms during the booking process.\n\n‘Rewards’ means a benefit that you are promised. In most\ncases, Rewards will be Travel Credits, Cash Credits, a Credit\nCard Cashback, or a voucher for an item of some kind.\n‘Service Provider’ means the provider of a travel-related\nproduct or service on the Platform, including but not limited to:\nthe owner of a hotel or other property (for an 'accommodation'\nBooking), a museum or park (for an 'attraction' Booking), or a\ncar rental company or airline (for a 'transport' Booking).\n‘Services’ (in the ‘Private and Public Transport’ section) means\nthe provision of a Public Transport Journey or Private Transport\nJourney.\n‘Terms’ means these terms of service.\n‘Third-Party Aggregator’ means a company that acts as either\n(a) an intermediary between you and the Service Provider or (b)\na reseller of the Travel Experience.\n‘Third-Party Terms’ (in the ‘Flights’ section) means both the\nIntermediation Contract and the Contract of Carriage.\n‘Travel Credits’ means a benefit with a monetary value that you\ncan put towards the cost of a future Travel Experience, but\ncan’t ‘cash out’.\n‘Travel Experience’ means one of the travel-related products or\nservices on the Platform.\n‘Upfront Payment’ means a payment that you make when you\nbook a product or service (rather than when you actually use\nit).\n‘Wallet’ means a dashboard in your Account that shows your\nRewards, Credits and other incentives.\nVERSION: 1.0\nDATE: 14 February 2022\nWe'll update these terms of service on a regular basis (once or twice per\nyear).\nFor reservations made before 14 February 2022\n","paragraphs":null,"sentences":null},"annotations":[{"general_category":"Limitation of remedy clauses","name":"Limitation of company's liability","legal_ground":"Annex 1(a) Directive 93/13","code":"ltd","score":-1,"explanation":"Unlawful limitation of liablility for damages connected with the use of service, when the company limits its liability for at least one of the following: (a) personal injury or (b) non-performance against consumers or (c) intentionally caused damage"},{"general_category":"Limitation of remedy clauses","name":"Maximal threshold of company's liability","legal_ground":"Annex 1(a) Directive 93/13","code":"ltd_cap","score":-1,"explanation":"Everyone entitled to the damages connected with using the service may claim them only to a certain amount"},{"general_category":"Limitation of remedy clauses","name":"Limitation period","legal_ground":"art. 119 KC*****","code":"period","score":0,"explanation":"The ToS does not contain a clause described above"},{"general_category":"Limitation of remedy clauses","name":"No promises","legal_ground":"Article 8 Directive 2019/770","code":"as_is","score":1,"explanation":"Lack of as-is clause"},{"general_category":"Limitation of remedy clauses","name":"Indemnification clause","legal_ground":"-","code":"indemn","score":0,"explanation":"Indemnification clause is present in ToS. An indemnification clause establishes obligation for one party (the indemnifying party) to compensate the other party (the indemnified party) for specific costs and expenses arising from third-party claims or direct claims."},{"general_category":"Dispute resolution clauses","name":"Choice of law other than user's domicile","legal_ground":"Article 6 Rome I****","code":"c_law","score":-1,"explanation":"The ToS provides that a law other than the law of the user's habitual residence will apply to disputes arising in connection with the contract"},{"general_category":"Dispute resolution clauses","name":"Choice of forum other than user's domicile","legal_ground":"Annex 1(q) Directive 93/13","code":"c_forum","score":-1,"explanation":"The ToS provides that disputes arising in connection with the contract shall be resolved in a court of a different jurisdiction from that of the user's permanent residence"},{"general_category":"Dispute resolution clauses","name":"Mandatory arbitration","legal_ground":"Annex 1(q) Directive 93/13 + art. 385[3] pkt 23 KC","code":"arb","score":1,"explanation":"Lack of mandatory arbitration"},{"general_category":"Dispute resolution clauses","name":"Class action waiver","legal_ground":"-","code":"class","score":1,"explanation":"Lack of class action waiver"},{"general_category":"Unilateral alteration clauses","name":"Unilateral change of contract","legal_ground":"Annex 1(j) Directive 93/13","code":"contr_chg","score":1,"explanation":"When the company reserves the right to change the contract with a valid reason specified in the contract or does not reserve a right to change it at all"},{"general_category":"Unilateral alteration clauses","name":"Unilateral change of service by the company","legal_ground":"Article 19 Directive 2019/770","code":"serv_chg","score":-1,"explanation":"When the company reserves the right to change the service without a valid reason (when the ToS state, that the company can always change the service or does not state any requriements at all). A service change is a situation, where a company unilaterally modifies the service, by changing existing design, adding or removing features, modyfing purpose of the service, etc."},{"general_category":"Unilateral alteration clauses","name":"Account deletion and unilateral termination of contract by the company","legal_ground":"Annex 1(g) Directive 93/13***","code":"acc_del","score":0,"explanation":"When the company reserves the right to delete a user’s account without serious grounds but with a notice period or with serious grounds but without a notice period. "},{"general_category":"Unilateral alteration clauses","name":"Transfer of contractual rights to another subject","legal_ground":"Annex 1(p) Directive 93/13","code":"transfer","score":1,"explanation":"When the ToS allows for contractual rights’ transfer with user’s consent and while the consumer is also granted the ability to transfer contractual rights' or the ToS does not contain any provision allowing for the transfer of rights."},{"general_category":"Right to police the behaviour of users","name":"User content deletion","legal_ground":"partially inferred from Article 6 Directive 2019/770** & Article 17 DSA","code":"cnt_del","score":-1,"explanation":"When a company reserves a right to delete all content put in the service by the user without restrictions"},{"general_category":"Right to police the behaviour of users","name":"Account suspension","legal_ground":"partially inferred from Article 6 Directive 2019/770 & Article 17 DSA","code":"acc_sus","score":0,"explanation":"When the company reserves the right to suspend a user’s account without serious grounds but with a notice period or with serious grounds but without a notice period"},{"general_category":"Regulatory requirements","name":"Internal complaint-handling system","legal_ground":"Article 17 DSA","code":"com_sys","score":0,"explanation":"Presence of internal complaint-handling system that does not meet all of the requirements stated in article 17 DSA"},{"general_category":"Regulatory requirements","name":"Retrieval of digital content by the user","legal_ground":"Article 16(4) Directive 2019/770","code":"cnt_retr","score":-1,"explanation":"Lack of clause ensuring the right to retrieve the digital content belonging to the the user after contract's termination."},{"general_category":"Various","name":"Excessive user content IP license ","legal_ground":"-","code":"IP","score":1,"explanation":"ToS contains an IP license to the content put in the service by the user that it states it is needed solely to perform the service or ToS lacks any IP license requirements"},{"general_category":"Various","name":"Discretional power to interpret the ToS","legal_ground":"Annex 1(m) Directive 93/13","code":"discret","score":-1,"explanation":"The company reserves the exclusive right to interpret any term of the contract only by itself"},{"general_category":"Various","name":"Severability clauses ","legal_ground":"-","code":"sever","score":0,"explanation":"The ToS contains provisions that keep the remaining part of the contract in force in case a court declare one or more of its provisions unconstitutional, void, or unenforceable (severability clauses)"},{"general_category":"Various","name":"Right to incorporate user's feedback or suggestions without compensation","legal_ground":"-","code":"suggest","score":1,"explanation":"According to ToS, the company does not have a right to incorporate into the service user feedback or suggestions without compensation"}]}