Terms & Conditions

Terms & Conditions of Service

Effective Date: June 03, 2025

These Terms and Conditions (“Terms”) explain how Travnook Travel and Tourism LLC-FZ (“Travnook”, “we”, or “us”) offers consultation and travel-related assistance to clients in the United Arab Emirates (UAE).
By using our services, you agree to these Terms. Please read them carefully.

1.1 By requesting or receiving any service from Travnook Travel and Tourism LLC-FZ (“Travnook”, “we”, “our” or “us”), whether through WhatsApp, telephone, e-mail, in person or online, you (“Client”, “you”, “your”) confirm that you have read, understood, and agree to be legally bound by these Terms & Conditions, the Privacy Policy and the Cookie Policy Intro (together, “Agreement”).

1.2 If you do not accept all provisions, you must not use our Services.

“Services” means visa-assistance, flight, hotel, holiday package, car-rental or other travel-related arrangement, documentation, consultancy and any ancillary offering we provide, whether as principal or agent.

“Supplier” means any third party (airline, hotel, embassy, visa centre, car-hire company, insurance provider, tour operator, payment processor or other service provider) whose product or service is arranged by Travnook.

“Force Majeure” has the meaning in Clause 9.

3.1 Agent/Intermediary – Except where we expressly state in writing that Travnook is the principal, we act solely as agent for Suppliers. Your contract for the underlying travel product is with the relevant Supplier, whose own terms will apply; you must read them.

3.2 No Government Affiliation – Travnook is independent and not affiliated with any embassy, consulate, immigration authority, Dubai Department of Economy & Tourism (DET) or any government entity; all final determinations rest with such authorities.

3.3 Service Description – We provide, inter alia:

• visa form completion, appointment scheduling and supporting-document preparation;
• reservation and booking facilitation for flights, accommodation, car hire, insurance, tours and holiday packages;
• advisory and concierge support before, during and after travel.

4.1 Age & Capacity – Services are offered only to individuals aged 18 years or older with legal capacity to contract under UAE law.

4.2 Complete & Accurate Information – You warrant that all information and documentation supplied are true, complete and up-to-date. Travnook is not liable for any delay, rejection, loss, penalty or additional cost arising from inaccuracies or omissions.

4.3 Document Verification – You must verify all approvals before committing to non-refundable travel plans. Support itineraries issued by Travnook (e.g., dummy tickets) are illustrative only until full payment and confirmation.

5.1 Prices & Currency – Quotations are subject to availability, currency fluctuations and Supplier repricing until paid in full. Exchange-rate variations are borne by you.

5.2 Service Fees – Travnook charges non-refundable professional fees for consultation, documentation and facilitation, plus commissions or mark-ups from Suppliers, which you authorise us to retain.

5.3 Payment Terms – Payments must be made by the methods we approve. Charge-backs, claw-backs or unpaid balances will attract administrative fees, interest of 1.5 % per month and recovery costs.

5.4 Taxes – All amounts are exclusive of UAE VAT or other applicable taxes, which you must pay.

6.1 Client Changes – Change requests are subject to Supplier and embassy rules and our prevailing fees.

6.2 Cancellation by Client – Once Travnook commences work (any advisory, document review or booking action), all service fees are strictly non-refundable. Supplier refunds, if any, will be passed to you less charges and our administration fee.

6.3 Supplier or Authority Changes – Itineraries, schedules or appointments may be amended or cancelled by Suppliers or authorities for reasons outside our control (e.g., strikes, system failures, regulatory changes). Travnook bears no liability for such changes (see Clause 11).

7.1 No Guarantee – All visa and immigration outcomes are solely determined by the issuing authority. Travnook does not guarantee approval, processing time or entry at the border, even with valid documentation.

7.2 Reapplication – Where a visa is refused, fresh professional fees apply for any re-submission.

7.3 Client Obligations – You must:

• attend appointments on time;
• provide biometrics or additional documents when requested;
• comply with destination health or security requirements (e.g., vaccinations, PCR tests).

8.1 Supplier T&Cs govern carriage, accommodation, car-hire, tours, insurance and any ancillary services

8.2 Travnook makes no representations and excludes all warranties (statutory or implied) about Supplier performance, suitability, safety or fitness for purpose.

8.3 Any claim for loss, damage or injury arising from Supplier acts or omissions must be pursued directly against that Supplier.

9.1 “Force Majeure” means any event beyond Travnook’s reasonable control, including natural disasters, epidemics, armed conflict, terrorism, civil unrest, regulatory or border closure, strikes, system outages or currency restrictions.

9.2 Where a Force Majeure event occurs, Travnook may suspend or terminate Services, retain paid fees for work already performed and offer, at its discretion, credit or amended arrangements; liability is excluded in full.

10.1 To the maximum extent permitted by UAE law, Travnook’s aggregate liability (whether in contract, tort, negligence, statute or otherwise) shall not exceed the service fees actually received by Travnook for the transaction giving rise to the claim.

10.2 Travnook is not liable for:

• indirect, consequential, special, punitive or exemplary damages;
• loss of profits, revenue, goodwill or data;
• personal injury, property damage or death caused by Supplier acts/omissions;
• costs arising from missed flights, denied boarding or visa refusals;
• currency losses, exchange-rate movements or bank-processing delays.
  10.3 Nothing in this Agreement limits liability for death or personal injury resulting from Travnook’s proven gross negligence or wilful misconduct where such limitation is prohibited by UAE Federal Law 15 of 2020 on Consumer Protection.UAE LegislationMinistry of Education

You agree to indemnify, defend and hold harmless Travnook, its shareholders, officers, employees and agents from and against any claim, loss, liability, penalty, cost or expense (including legal fees) arising out of:

• your breach of these Terms or Supplier terms;
• your violation of law, regulation or third-party right;
• any inaccurate, incomplete or fraudulent information supplied by you.

Quoted prices in AED are based on prevailing exchange rates. Additional charges caused by currency movements between quotation and payment date will be added to your invoice.

All content, trademarks, logos, software and know-how relating to Travnook are our exclusive property. You may not copy, modify, reverse-engineer, reproduce or exploit them without prior written consent.

14.1 Travnook collects and processes personal data in accordance with UAE Federal Decree-Law 45 of 2021 on the Protection of Personal Data (“PDPL”) and relevant executive regulations.UAE LegislationUAE Government Portal

14.2 Data are used only to perform Services, comply with law, improve quality and prevent fraud, and may be shared with Suppliers and authorities on a need-to-know basis.

14.3 You have PDPL rights to access, correct, erase or restrict processing of your data, subject to legal exemptions.

We use strictly necessary, functional and analytical cookies on our website and communication channels to operate, secure and improve our Services. By browsing or continuing to use our digital platforms, you consent to cookie placement in accordance with our full Cookie Policy (available upon request or via our website). You may disable cookies via browser settings, but certain features may not function.

16.1 Travnook complies with UAE Central Bank anti-money-laundering (AML) and “know your customer” (KYC) rules.

16.2 We reserve the right to request identity proof, refuse suspicious transactions or report activity to competent authorities without notice.

16.3 Communications may be recorded or monitored for quality assurance and legal compliance.

Travnook holds a travel-agency licence issued by the relevant Free-Zone Authority and operates in compliance with DET and UAE tourism regulations. Nothing herein confers any DET, DTCM or embassy endorsement.Dubai Start BusinessPro Partner Group.

18.1 This Agreement shall be governed by and construed in accordance with the laws of the United Arab Emirates, without regard to conflict-of-law rules.

18.2 Amicable Resolution – Parties will endeavour to resolve disputes within 30 days by good-faith negotiation.

18.3 Court Jurisdiction – Failing amicable settlement, exclusive jurisdiction lies with the Courts of Dubai (non-DIFC). Travnook may, at its sole option, elect instead arbitration under the DIAC Rules in Dubai, seat Dubai, language English.

If any provision is held unlawful or unenforceable, that provision will be severed and the remainder will remain valid to the fullest extent permitted.

Travnook may assign or novate its rights and obligations to an affiliate or successor entity. You may not transfer your rights without our written consent.

21.1 This Agreement constitutes the entire understanding between the parties and supersedes all prior statements, brochures or representations.

21.2 We may update these Terms at any time. Material changes take effect upon publication on our website or by direct notice. Continued use of Services constitutes acceptance of the revised Terms.

For queries, complaints or exercising PDPL rights, contact:
Legal & Compliance Department
Travnook Travel & Tourism LLC-FZ

Please contact us at: