1. Acceptance of these Terms
These Terms of Use and Booking (the “Terms”) form a legally binding agreement between you and Kezivaro Limited, trading through the brand Kezivaro (“Kezivaro”, “we”, “us”, or “our”). They apply to your access to and use of our websites, mobile applications, customer service channels, booking tools, and related services (collectively, the “Platform”).
By accessing the Platform, creating an account, submitting a booking request, or purchasing a travel service through the Platform, you confirm that you have read, understood, and agreed to these Terms. If you do not agree, do not use the Platform.
Additional terms may apply to a specific booking, promotion, payment method, loyalty programme, or feature. Supplier terms, fare rules, property policies, rental conditions, and other booking-specific restrictions form part of your agreement for the relevant travel service.
2. Definitions
In these Terms:
- “Booking” means a reservation, order, or purchase for a Travel Service made through or initiated on the Platform.
- “Supplier” means a third party that provides, operates, distributes, or fulfils a Travel Service, including airlines, hotels, property managers, car rental companies, wholesalers, aggregators, and distribution systems.
- “Travel Service” means accommodation, flights, car rentals, transfers, insurance, activities, add-ons, or other travel-related products displayed through the Platform.
- “Traveller” means any person named in or intended to use a Booking.
- “Total Price” means the amount displayed at checkout for the selected Booking, subject to clearly disclosed exclusions, deposits, local charges, or pay-at-property amounts.
3. Eligibility and authority
You must be at least 18 years old and have legal capacity to enter into a binding contract. If you make a Booking for another Traveller, you confirm that you are authorised to provide that Traveller’s information, accept applicable terms on their behalf, and make decisions relating to the Booking.
You are responsible for ensuring that all names, dates of birth, passport details, licence details, contact information, and other Booking data are complete and accurate. A Supplier may refuse service or charge amendment fees where information is incorrect or does not match official documents.
4. Our role and the Supplier’s role
Unless the checkout page or Booking confirmation expressly states that Kezivaro Limited is the direct provider of a Travel Service, we act as an intermediary, booking platform, marketplace, or technology provider that enables you to discover and arrange services offered by independent Suppliers.
The Supplier is responsible for operating and delivering the relevant Travel Service. Your contract for the underlying Travel Service may be with the Supplier, with us, or with another identified contracting party depending on the Booking model. The contracting party should be shown during checkout or in your confirmation.
Suppliers control many aspects of their services, including schedules, room availability, vehicle availability, service standards, safety procedures, baggage rules, deposits, check-in requirements, and cancellation conditions. We do not control a Supplier’s day-to-day operations.
5. Accounts and security
Some features may require an account. You must provide accurate information, keep your credentials confidential, and promptly notify us if you suspect unauthorised access. You are responsible for activity performed through your account unless the activity resulted from our failure to apply reasonable security measures.
We may suspend or restrict an account where reasonably necessary to protect users, investigate fraud, comply with law, enforce these Terms, or prevent misuse. Where appropriate, we will provide notice and an opportunity to contact support.
6. Search results, ranking, and availability
Search results may be ranked using factors such as price, availability, popularity, user preferences, location, quality indicators, commercial arrangements, commission, conversion performance, and relevance. A higher position does not necessarily mean that an option is objectively better for every Traveller.
Prices and availability can change quickly. Information displayed before checkout is not guaranteed until the Booking is accepted and a valid confirmation is issued. Images, descriptions, star ratings, amenities, maps, schedules, and policies may be supplied by third parties and should be checked against the final Booking details.
Sponsored placements, preferred partners, or promotional results should be labelled where required. We may receive commission, service fees, mark-ups, referral payments, or other compensation from Suppliers or partners.
7. Booking requests and confirmation
Submitting a request or payment information does not always mean that a Booking has been confirmed. A Booking becomes confirmed only when we or the relevant Supplier issues a confirmation containing a booking reference, ticket number, voucher, or equivalent confirmation.
You must review the confirmation immediately. Contact us promptly if the names, dates, route, room, vehicle, price, or other material details are incorrect. Correction may be subject to Supplier rules, availability, and fees.
If a Supplier rejects a request, inventory becomes unavailable, a payment fails, or a material pricing error is identified before confirmation, we may cancel the attempted Booking and reverse or release any temporary payment authorisation. We will not substitute a materially different service without your agreement.
8. Prices, taxes, fees, payment, and currency
The checkout page will display the amount payable through the Platform and, where known, any amount payable later to a Supplier. Depending on the Travel Service, the Total Price may include base rates, taxes, service fees, booking fees, payment charges, or Supplier-imposed amounts.
Certain local taxes, resort fees, security deposits, fuel charges, tolls, optional extras, insurance, cleaning fees, young-driver fees, baggage fees, or other charges may be collected directly by the Supplier. Where we receive this information, we will try to display it before checkout, but you remain responsible for reviewing the Supplier’s terms.
Payments may be processed by us or by a third-party payment provider. You authorise the relevant party to charge the selected payment method for the Booking and any clearly disclosed charges. Your bank or card issuer may apply foreign-exchange rates, international transaction fees, or other charges that we do not control.
If the displayed currency is converted for convenience, the final charged amount may differ because of exchange-rate movements or your payment provider’s conversion method. The currency charged at checkout controls unless otherwise stated.
9. Changes, cancellations, refunds, and no-shows
Each Booking is subject to its stated cancellation, amendment, refund, and no-show rules. Some rates and fares are non-refundable, non-changeable, or subject to substantial penalties. You should review these conditions before payment.
A request to change or cancel is not effective until accepted by the relevant Supplier or processed through the Platform. Fees may include Supplier penalties, fare differences, tax adjustments, payment costs, and any clearly disclosed administration fee.
Approved refunds are returned through the original payment method unless another method is required by law or agreed with you. Processing time depends on the Supplier, payment provider, bank, and payment method. We will not represent a refund as completed until it has actually been initiated by the responsible party.
If you fail to arrive, board, collect a vehicle, or use a service at the required time, the Supplier may treat the Booking as a no-show and cancel some or all remaining services without refund. Missing one flight sector may cause later sectors on the same ticket to be cancelled.
10. Passports, visas, health, insurance, and travel requirements
You are responsible for checking and satisfying passport validity, visa, transit, immigration, customs, vaccination, health, insurance, driving licence, international driving permit, age, deposit, and entry requirements for every Traveller and destination.
Information on the Platform is general and may become outdated. Obtain authoritative advice from embassies, immigration authorities, health authorities, airlines, rental companies, and other relevant bodies before travel.
Travel insurance is recommended. Unless expressly stated, insurance is not automatically included. Review the policy wording, exclusions, excess, coverage limits, and eligibility requirements before purchasing.
11. Acceptable use
You must not:
- use the Platform for unlawful, fraudulent, abusive, or deceptive activity;
- make speculative, false, duplicate, or unauthorised Bookings;
- use automated tools to scrape, copy, overload, probe, or interfere with the Platform without written permission;
- circumvent security, access controls, rate limits, pricing restrictions, or technical protections;
- upload malware, harmful code, unlawful material, or content that infringes another person’s rights;
- resell Travel Services or Platform access unless expressly authorised;
- misrepresent your identity, authority, eligibility, or payment rights; or
- harass staff, Suppliers, or other users.
We may take proportionate action, including cancelling suspicious requests, restricting access, preserving evidence, or reporting conduct to relevant authorities.
12. Reviews, feedback, and user content
If you submit a review, photograph, comment, or other content, you confirm that it is accurate to your genuine experience, lawful, and does not infringe third-party rights. Do not include unnecessary personal data, confidential information, threats, hate speech, promotional spam, or misleading claims.
You retain ownership of your content. You grant us a worldwide, non-exclusive, royalty-free licence to host, reproduce, display, translate, format, and distribute that content for operating, promoting, improving, and protecting the Platform. This licence ends when the content is deleted, except for copies required for legal, security, backup, or integrity purposes.
We may moderate, reject, or remove content that violates these Terms or applicable law, but we are not required to pre-screen every submission.
13. Intellectual property
The Platform, software, design, branding, databases, text, graphics, and original content are owned by us or our licensors and are protected by applicable intellectual-property laws. Supplier names, logos, photographs, and descriptions may belong to their respective owners.
We grant you a limited, revocable, non-exclusive, non-transferable licence to use the Platform for personal, lawful travel planning and Booking purposes. No other rights are granted.
14. Platform availability, third-party services, and errors
We aim to provide a reliable Platform but do not guarantee uninterrupted, error-free, or permanently available access. Maintenance, cyber incidents, telecommunications failures, Supplier outages, payment failures, or events beyond our control may affect service.
The Platform may contain links, maps, payment services, analytics, content, or tools operated by third parties. Their own terms and privacy policies apply. We are not responsible for unrelated third-party websites merely because the Platform links to them.
We may correct obvious typographical, technical, or pricing errors. If an error materially affects a pending Booking, we may offer the corrected option or cancel and refund the affected amount. We will not knowingly enforce a clearly erroneous price where doing so would be unlawful or manifestly unreasonable.
15. Disclaimers and limitation of liability
Nothing in these Terms excludes or limits rights or liabilities that cannot lawfully be excluded, including applicable statutory consumer protections, liability for fraud, or liability for death or personal injury caused by negligence where such exclusion is prohibited.
To the fullest extent permitted by law, we are not liable for acts, omissions, insolvency, service failures, delays, schedule changes, overbooking, safety incidents, property conditions, vehicle conditions, baggage loss, or other performance failures of independent Suppliers, except to the extent caused by our own breach, negligence, or wrongful act.
To the fullest extent permitted by law, we are not liable for indirect, incidental, special, exemplary, or consequential loss, or for loss of profit, business, opportunity, goodwill, or anticipated savings arising from use of the Platform or a Travel Service.
Where liability can lawfully be limited, our aggregate liability relating to a specific Booking will not exceed the amount paid to us for that Booking, except where a greater remedy is required by applicable law.
16. Events outside reasonable control
Neither we nor a Supplier will be responsible for failure or delay caused by events beyond reasonable control, such as severe weather, natural disasters, epidemics, war, terrorism, civil unrest, government action, border restrictions, strikes, air-traffic restrictions, infrastructure failure, cyberattacks, or widespread telecommunications disruption.
Your rights and available remedies will depend on applicable law, Supplier terms, and the circumstances. We will provide reasonable assistance using information and options made available by the Supplier.
17. Complaints, governing law, and disputes
Contact us first so we can investigate. Provide your Booking reference, contact details, a clear description of the issue, and relevant evidence. Some complaints must also be submitted directly to the Supplier within a specified time.
These Terms are governed by the laws, without prejudice to mandatory consumer protections that apply in your country of residence. Subject to any mandatory dispute forum or consumer right, the courts will have jurisdiction over disputes arising from these Terms.
Before commencing court proceedings, both parties should make a reasonable good-faith attempt to resolve the dispute through customer support or another agreed dispute-resolution process.
18. Changes to these Terms
We may update these Terms to reflect changes in law, business operations, Platform features, Supplier arrangements, or security requirements. The updated version will be posted with a revised effective date.
Material changes will apply prospectively unless law requires otherwise. The Terms in effect when a Booking was confirmed will generally continue to govern that Booking, together with applicable Supplier terms.