Terms & Conditions

Terms & Conditions

Please carefully read the terms and conditions before availing any of the services provided by Gotravel. By using any materials, information or services of Gotravel, the user agrees to these terms and conditions. Gotravel reserves the right to change or modify these terms and conditions at any time for any reason, without prior notice. By continuing to use the platform, Users agree to the modified terms and conditions from time to time. The User is requested to review the terms periodically to ensure that they remain updated regarding the terms and conditions.

For clarity, “User” refers to any individual, organization, or representative acting on behalf of a group or organization who accesses, purchases, or avails of services offered through Gotravel’s platform. This includes, but is not limited to, individuals booking for personal use and organizations arranging travel for their employees.

General Disclaimer

Gotravel does not own any travel products. It is simply the bridge which connects the Users with the travel service providers like airlines, hotels, tour operators etc. (travel provider). The accuracy, completeness, and correctness of the inventory-related information displayed on the platform remain the sole responsibility of each provider (i.e. third-party travel provider). Changes in market conditions or circumstances may occur on short notice which may make information displayed on the platform inaccurate or outdated.

If something should go wrong during booking or travel period, Gotravel will act as a point of contact and will use its commercially reasonable efforts to facilitate resolution for the User. However, if such efforts fail to resolve the issue, Gotravel will not assume any further responsibility or obligation. Gotravel will always follow the standard policies of travel providers (Airlines, Hotel, Tour Operator etc.). Gotravel shall not be responsible for any third-party inaccuracies.

Platform (Website)

The platform is intended to be used for authorized purposes by genuine Users.

Anything originating from the platform, including text, photos, sound, and video, may not be distributed, exchanged, modified, sold, or transmitted by the User for any commercial or public purpose.

The User Agreement offers the User a restricted, non-exclusive, and non-transferable license to use the platform in accordance with its terms. The User undertakes not to interfere with or attempt to interfere with the platform’s operations in any way.

Access to certain features of the platform may only be available to registered User(s). The process of registration may require the User to answer certain questions or provide certain information that may or may not be personal in nature. Some such fields may be mandatory or optional. The User represents and warrants that all information provided to Gotravel is true and accurate.

Gotravel reserves the right, in its absolute discretion, to discontinue permission to access the platform and the services provided on it, or any section thereof, at any time and without warning, for any purpose, including routine maintenance.

Gotravel shall make every effort to guarantee that the information on its platform and other sales channels is free of viruses and other infections. Nevertheless, any information or materials acquired via the platform, or any other Sales Channel is done completely at the User’s own risk and good judgment, and the User will be exclusively liable for any damage to their computers or data loss that may result from certain downloads.

Gotravel holds the right to make modifications to its platform at any time and without previous notice to the User due unavoidable circumstances or pursuant to the instruction from the travel provider. Any content on the platform that is considered to be illegal, unethical, defamatory, vulgar, abusive, invasive of privacy, deceptive, against any religious views, spam, or violates any applicable legislation should be reported to this email: info@Gotravel.com.

Gotravel maintains the right to inspect and/or take necessary steps it considers fit in response to such a complaint.

User’s Agreement

Before making a reservation, Users should carefully read the description of the services and goods. The User(s) agreement is to be bound by all of the terms and conditions stated in the booking confirmation or the verified booking receipt. These terms should be read in conjunction with the User Agreement.

If a User wishes to make a reservation on behalf of another individual, the User is responsible for informing that person of the conditions of this Agreement, including all regulations and limitations that apply.

The User agrees to follow all procedures and instructions in relation with the use of Gotravel’s services, as they may be updated from time to time. In addition, the User agrees

to follow all relevant laws, rules, orders, instructions, and other directives issued by the central Government, District Authorities, or any other regulatory authority having the authority to do so in relation to the use of services or each transaction.

The User also authorizes Gotravel to contact such over phone, message and email. This consent shall supersede any preferences set by such User through national User preference register (NCPR) or any other similar preferences.

Account Security and Data Privacy

Gotravel prioritizes User account security and data privacy.”. When registering on the platform, Users must create a secure password and are solely responsible for maintaining the confidentiality of their account credentials. While Gotravel employs industry-standard encryption and data security measures to protect User information, it cannot guarantee immunity from security breaches that may arise due to unforeseen circumstances or lapses at the User’s end.

For purposes such as fraud detection or offering bookings on credit, Gotravel may verify User information, including credit scores, as required by applicable laws. Additionally, anonymized or aggregated User data may be shared with third-party service providers for tasks like payment processing or data hosting. In cases of legal investigations, Gotravel may share User data with law enforcement agencies without prior consent, as mandated by law. Gotravel is committed to continuously updating its security practices to align with evolving standards and regulations.

Booking Terms

When users make a booking through Gotravel’s platform, the transaction is directly with the travel provider (such as airlines, hotels, or tour operators) listed on the booking page. Gotravel is the -platform which acts solely as a User interface to facilitate these bookings with travel providers. Users are required to thoroughly review and agree to the terms and conditions of the respective travel providers before finalizing their purchase. The travel provider’s limitation in sharing product related information in advance shall not hold Gotravel responsible for any liability arising in the process. Gotravel is exempted from any liabilities arising out of User errors during bookings.

If Users encounter any issues or disputes with their bookings, Gotravel will act as a point of contact and will facilitate resolution for the User. However, resolution will be subject to the travel provider’s policies and discretion, which the User shall thoroughly review before completing the purchase.

Gotravel reserves the right to cancel any bookings under exceptional circumstances beyond its control without prior notice. These may include insufficient bookings, natural disasters, government restrictions, acts of God or other unforeseen events. Additionally, Gotravel reserves the right to cancel any booking if it determines that the booking violates applicable laws or fails to comply with its policies. In such cases, no compensation might be provided for cancellations caused by these factors. Emergency cancellations or modifications to bookings may incur additional charges, which will be communicated to the User.

Please note that all prices and offers are subject to availability and may change without prior notice.

Special Requests

In the event of any special requests (e.g., rooms accessible by wheelchair, wheelchair assistance, adding “frequent flyer” points, event seat tickets, special equipment for tour packages, etc.), Gotravel will forward these requests to the travel providers and address them based on availability and other relevant factors. Gotravel is not responsible for the availability or fulfillment of special requests by the travel provider. Special requests may incur additional charges based on the policy of the travel provider.

Suppliers Conduct and Platform Limitations

Gotravel facilitates users with various travel providers, facilitating bookings and services. However, to the extent permitted by law, Gotravel is not responsible or liable for any actions or omissions of these travel providers, and Users are solely responsible for any obligations or liabilities arising from their transactions with them.

In no event shall Gotravel be held accountable for information, products, services, or materials provided by travel providers. Travel providers may be classified into different categories based on reviews, ratings, or other factors, which are determined by automated algorithms that may be adjusted at Gotravel’s discretion.

Resale of Gotravel Products and Services

Reselling any booking, service, or product purchased through Gotravel is strictly prohibited. All bookings made on the Gotravel platform are intended exclusively for the personal use of the User and are non-transferable under any circumstances.

To maintain the integrity of the services, Gotravel reserves the right to enforce measures on a case-by-case basis, including but not limited to:

• Cancellation of the resale booking.

• Suspension or termination of the User’s account.
• Restriction of access to specific offers or services.

These measures ensure compliance with Gotravel’s policies and safeguard the interests of all Users.

Content Usage and Copyright Policy

Gotravel has licensed and protected all content delivered through different Sales Channels, including music, photos, applications, literature, logos, and other similar items, under relevant intellectual property laws. Gotravel does not provide the Users any rights, licenses, or permissions to use such proprietary icons or trademarks in any way. Any unlawful usage of this content will be punishable under the law.

Others’ intellectual property rights are respected by Gotravel. A written notification /intimation must be given if any activity of violation on the platform or promotional contents are observed, which must contain the following information:

• Clear identification of the copyrighted work that has been violated
• The proof that the alleged copyrighted work is created or owned by the claimer
• Contact information

The aforesaid notices can be sent to Gotravel by email at info@Gotravel.com. Gotravel will review and respond within 5-7 working days.

Usage of User Information

Gotravel will send booking confirmation, itinerary details, cancellation, payment confirmation, reimbursement status, schedule change, or any other pertinent information to the payment or booking made by the User via voice call, email or SMS as provided by the User at the time of booking.

Gotravel may also communicate with the User via the methods listed above on any outstanding or unsuccessful bookings, in order to determine the User’s choice for completing the reservation and to assist the User in doing so.

The User hereby unconditionally consents that such communications via voice call or internet-based messaging applications like Messenger, email or any other mode like SMS by Gotravel are:

• upon the request and authorization of the User

• ‘transactional’ and not an ‘unsolicited commercial communication’ as per the guidelines of Bangladesh Telecommunication Regulatory Commission (BTRC)
• in compliance with the relevant guidelines of BTRC or such other authorities in Bangladesh and abroad.

Right of Refusal

Gotravel has the authority, at its sole discretion, to refuse any booking without providing a reason. Gotravel will not offer any products or disclose verified booking data with the User until the full invoice is paid.

Gotravel may restrict the User’s activity, notify other users of the User’s behavior, revoke or cancel the User’s membership, or decline to provide the User with access to the platform, in addition to any other measures and remedies applicable to Gotravel under this User agreement or relevant laws, if:

• The User breaches the agreement
• Gotravel is unable to verify the information provided by User
• Gotravel thinks that the User’s conduct may breach third-party rights, violate relevant laws, or otherwise expose the User to responsibility.
• Suspicious booking patterns
• Issues with payment methods
• Inappropriate behavior such as threats or insults
• Technical or communication impediments
• Errors in bookings (“Real Mistakes”)
• Being listed on any government or international “blacklists” or “watch lists”
• Booking is done for reselling purpose

Once a user has been suspended, that user may not rejoin Gotravel or try to register with Gotravel using alternative identities or use the platform in any way until Gotravel reinstates that user. Gotravel has the right to restore suspended users at any moment.

The end service provider may cease to provide the service(s) committed to be given to the User for any booking made via Gotravel for any purpose, including behavioral concerns, community security, health risks, contagious illnesses, government orders/notifications,

and so on. Because such denials are outside of Gotravel’s jurisdiction, any responsibility that may result rests exclusively with the end service provider, and the User acknowledges that any dispute, reimbursement, or damages arising from such refusals will be made only against the end service provider, not Gotravel.

Fraudulent Activities

Gotravel’s staff or designated representatives will never contact a User to seek his or her credit or debit card number, expiration date, CVV, net banking login, passwords, OTP, or any other personal or individual information, nor will they ever demand a transaction to a personal or individual bank account. They will also not request a User to download any third-party programs that allow them to access the screen of a User’s mobile or computer.

If any User complies with any of these approaches, the User risks being a victim of identity theft and losing precious money or documents.

If Users are ever requested for any of the above data, please contact info@Gotravel.com right away.

Force Majeure

Due to various reasons such as acts of God, labor strikes, financial distress, a pandemic, business urgencies, government actions, terrorist threats, any technical and functional concerns, route and flight terminations, disruption of cloud or local hosting, ISP connectivity, DNS or Network Error, App store malfunctioning & delay, submarine cable maintenance or failure, Government mandated restriction on IP or network, low bandwidth, Data Breach, accidental deletion of local or cloud data, physical damage of local or cloud data center, any compromise due to Software bugs, Hacking, virus, malware or any malicious attack including but not limited to DoS/DDoS attack or any other reason beyond Gotravel’s control, Gotravel and/or the travel providers may be unable to uphold confirmed bookings.

If Gotravel is aware of any scenarios where reservations may be dishonored in advance, it will make reasonable efforts to provide a comparable option to the User or reimburse the reservation money after subtracting relevant service costs, if approved and repaid by the respective service operators. Gotravel, as a mediator of the services and goods booked, acknowledges that it cannot be held liable in case of a Force Majeure event. For any future resolves or reimbursements, the User must approach the travel provider immediately.

The User accepts that if a reservation is not confirmed due to technical reasons (such as network outages, disconnection with third-party platform such as payment gateways, banks, or other similar difficulties), Gotravel’s liability is restricted to reimbursing the

booking money, if any, received from the client. Gotravel will be released from all obligations relating to the purchase as a result of the return. If there are any additional obligations, they will be met by the User.

Gotravel will not be responsible for any direct, indirect, incidental, exceptional, or consequential damages, as well as any other damages such as loss of use, information, or revenues, resulting in or in any way associated with the use or functionality of the platform or any other Sales Channels.

Privacy Policy

Gotravel understands the significance of protecting its User’s confidentiality and ensuring the privacy of the information they supply.

This Privacy Policy outlines Gotravel’s and its subsidiaries’ and affiliates’ policies for handling and safeguarding Users’ Personal Information (as defined below).

This Privacy Policy applies to all Users who buy, intend to buy, or inquiries about any Gotravel’s product(s) or service(s) through any of Gotravel’s User interface channels, including its website, mobile site, mobile app, and offline mediums, such as service centers and workplaces.

The User agrees to the terms of this Privacy Policy and its contents by using or accessing the Website or other Sales Channels. Please do not use or access the platform or other sales channels if not agreed with the Privacy Policy.

Even though the websites/products are connected to this Website, this Privacy Policy will not apply to any third-party website(s), mobile site(s), or mobile app. Gotravel’s business associates, advertisers, sponsors, or other sites to whom Gotravel offers hyperlink(s) may have personal data protection policies that differ dramatically from this Privacy Policy. The User must read the privacy policies and statements of any third-party companies with whom it engages.

Types of Information Collected

The information shown below is gathered so that Gotravel can offer the services Users have requested, as well as to meet the legal requirements and commitments to third parties as outlined in the User Agreement.

Details of the User’s individual identity, such as name, gender, marital status, religion, age, profile photo, and contact information, such as email address, mailing addresses, cell phone (mobile or otherwise), and/or fax numbers, which the Users supply while registering on the platform. Information such as financial data (including credit/debit card) and any

other data connected to the User’s income and/or habits, payment details, transaction history, and so on may be included in the information (as shared by the User).

Other records and information that Gotravel may acquire include, but are not limited to:

• Payment history (other than financial information) relating to e-commerce activity and purchasing habits.
• Images, documents, and other data generated by the User or a third party that is desired to be kept by the Users on the system.
• Publicly available information or obtained from any third party, including social media platform, as part of the User’s account information, including private or non-private information from User’s connected social media channels (like name, email address, friend list, profile pictures, or any other data allowed by the User’s account settings).
• Information about any other Users for whom the User makes a reservation using a Gotravel account. In this situation, the User must affirm and indicate that each User(s) for whom a reservation has been made has consented to have the details made available by the User revealed to Gotravel and then supplied by Gotravel with the relevant travel provider (s).
• User’s Covid-19 vaccination history and certification, in case User wants to use any travel that requires such Covid-19 vaccine-related details, or if need to retrieve the vaccination certificate at a later time for travel or any other reason.

Such details will only be used for the defined and legitimate purpose. Gotravel may also share this information with the travel provider or any other third party for the purpose of providing and facilitating the requested booking. Gotravel will always censor any personal data included in any vaccination certificate, bank statement, or other identity card provided for the purpose of receiving a service, special offers, or purchasing a product online. If a User refuses to provide this data or chooses to delete previously provided information, Gotravel may be unable to manage the preferred booking request. Gotravel will never distribute any of the above data gathered, including vaccination status & certificate, Passport information etc. without their consent, unless such intervention is necessary by any law enforcement authority for an investigative process, by court order, or about any legal process.

How Gotravel Uses User Information

Gotravel may utilize personal information such as consumer name, credit/debit card number (in encrypted form) with expiry date, banking information, wallet data, and other

information as disclosed and authorized to be saved by the User when making a reservation. Gotravel may also utilize the data from the passenger’s list that is stored in or linked to the User’s profile. This data is provided to the User at the time of booking for the User to finish the reservations as quickly as possible.

User’s private details may also be used for a variety of purposes, including but not limited to:

• Bring the User up to date on the progress of the purchase.
• Text, WhatsApp, or any other push notification should be used to deliver booking verification.
• Send any modifications or adjustments to the reservation(s).
• If required, enable the User support to contact.
• Material on the platforms, mobile site, and mobile app.
• Seek goods or service evaluations or other enhancements.
• Deliver confirmation message(s) or email(s).
• Authenticate User’s membership.
• Prohibit any exploitation or abuse

Sales promotion, surveys, and other programs assist us in determining user preferences, developing campaigns, and enhancing the user experience. Personal details and survey questions are examples of personal information acquired by us for such operations. The User may sometimes receive notifications from Gotravel about sales in their area, promotional deals, new services, other notable items (such as savings and advantages on airline tickets, hotel bookings, tour bookings etc) and marketing initiatives if the User has a registered account with Gotravel.

Users may also expect to get marketing emails, newsletters, and exclusive promos with unique offers on a continuous basis.

Gotravel may update or add to the platform’s features from time to time. Gotravel will use the personal information supplied by the User to provide the service(s) demanded to the degree these services are delivered and used by the User. If a User contacts us with a query, for example, Gotravel will react to the query using email account, name, topic of the

inquiry, and other information. Gotravel may also keep such Personal Information to improve and make the platform more user-friendly for the visitors.

Cookies & Session Data

Gotravel uses cookies to enhance User experience on the platform and to personalize advertising that may be displayed. Cookies are small data files stored on a User’s device that help websites recognize returning visitors and provide a more tailored experience. Gotravel, like other reputable online businesses, uses cookies to improve services and ensure a seamless experience for users.

How Gotravel Uses Cookies

• Some web pages use cookies to store information that helps personalize future visits.
• Cookies help facilitate smooth navigation, improve service quality, and enhance the booking experience.
• Users can set their browser to notify them when a cookie is being sent and choose whether to accept or reject it.
• The information collected through cookies is used to optimize Gotravel’s services and improve platform functionality.

Users can modify their browser settings to control or disable cookies. However, disabling cookies may limit access to certain platform features and affect booking functionality.

Third-Party Cookies & Advertising

• Third-party vendors, including Google, use cookies to serve ads based on a User’s prior visits to Gotravel’s platform or other websites.
• Google’s advertising cookies enable Google and its partners to deliver personalized ads based on a User’s browsing activity across various websites.
• Users may opt out of personalized advertising by visiting Google Ads Settings.
• Gotravel may also use tracking technologies like pixel tags to collect anonymous data about website visits and serve relevant ads. However, this data is completely anonymized and does not link browsing activity to personal identities.

Regulation of Third-Party Cookies & Ads

Gotravel ensures that all third-party advertising placements comply with Google AdSense policies. This includes:

• Ensuring ads do not interfere with website navigation, modify User preferences, or lead to unwanted downloads.
• Avoiding misleading ad placements that could be mistaken for menus, navigation links, or download buttons.
• Preventing malware, intrusive pop-ups, or unauthorized redirects that could compromise User experience or security.

Gotravel continuously monitors third-party ad placements to maintain compliance with industry regulations and ensure an optimal browsing experience for all Users.

Managing Cookies

Most web browsers allow cookies by default. However, Users can manage cookie preferences through their browser settings or specific software applications.

While Gotravel supports the right of Users to block unwanted tracking, disabling cookies may limit access to certain platform features and make it more difficult to complete bookings or use some services. Gotravel does not modify User settings, initiate unauthorized downloads, or compromise privacy through cookie usage. Gotravel ensures data security measures are in place to prevent unauthorized access to cookie-stored information.

For more details on how Google uses cookies for advertising, Users can visit Google’s Advertising Privacy & Terms.

With whom the information is being shared

Information like Credit Card Details and Net Banking Details are usually collected directly by the payment gateways and banks and not by Gotravel, but if ever stored or retained by us, the data will be stored internally, secured and is never shared, except that they may be shared with third party private/government security agencies to screen for fraudulent

activities. These details are also shared with certain third parties only for the purpose of processing ‘Cash Back & Discounts’. Information like Phone number, Email address and billing address may be used for promotional purposes, unless the User has unsubscribed from such services.

User’s basic data will be shared with end service providers such as airlines, hotels, bus companies, cab companies, railways, and other vendors that are responsible for completing the reservation. However, this only includes information needed to confirm the booking. No payment details, bank information etc. will be shared. It’s important to note that Gotravel doesn’t give the end travel provider permission to use any of the information for purposes other than completing their part of the service.

Gotravel may disclose User’s Personal Information in the following conditions, in addition to the ones listed above:

• by law, as necessary by any law enforcement agency for an inquiry, a warrant issued, or in connection with any legal procedure;
• for the purposes of regulatory, internal control, and auditing(s);
• to keep systems safe;

Gotravel takes appropriate steps to protect the information of a User. Gotravel has implemented technology and security features and strict policy guidelines to safeguard the privacy of User’s personally identifiable information from unauthorized access and improper use or disclosure. Please contact Gotravel through info@Gotravel.com to obtain names and addresses of the specific entities that shall have access to the personal information in each transaction.

Gotravel will continue to enhance its security procedures as new technology becomes available and ensure that its security procedures are compliant with current applicable regulations. If Gotravel’s privacy policy changes in the future, it will be posted here, and a new effective date will be shown. Users should access the privacy policy regularly to ensure understanding of its current policies.

Amendments and Updates

Gotravel reserves the right to amend these terms and conditions at any time without prior notice. Users are responsible for reviewing these terms periodically to stay informed of any changes.

Flight

Airline Terms

The flight tickets available through the platform are subject to the terms & conditions of the concerned airline, including but not limited to cancellation and refund policies.

Gotravel merely acts as a facilitator to enable the User to book a flight ticket. The contract of service for utilization of the flight is always between the User and the concerned airline.

Airlines retain the right to reschedule flight times, routes, change or cancel flights and itineraries independently of and without prior intimation to Gotravel. As a facilitator, Gotravel has no control or authority over airline logistics and is therefore not liable for any loss, direct or incidental, that a User may incur due to such changes or cancellations. Gotravel cannot be held responsible for any missed notifications or prior alerts to the User if timely updates are not received from the airline.

Different tickets on the same airline may carry different restrictions or include different services and prices.

In terms of booking, Users must follow the guideline to input all the required information. For domestic flight booking, Users must follow NID to fill up the information. For international flight booking, Users must follow passport details to fill up the relevant information. If Users make any mistake while providing information, Gotravel will not be liable if they are denied boarding. For any such mistakes, if Gotravel needs to make changes or update the ticket, Users may be required to make an additional payment to cover the applicable charges.

The baggage allowance on a given fare is as per the terms decided by the airline, and Gotravel has no role to play in the same. Some of the fares shown in the booking flow are “hand baggage fares” which do not entitle the User for free check-in baggage and therefore the User will be required to pay separately for check-in baggage. The prices for adding check-in baggage to a booking may vary from airline to airline. The User can communicate with Gotravel through its hotline number +88 09678 332211 or email info@Gotravel.com or messenger m.me/Gotravel anytime for any pre-booking query or information.

Booking information

Users must ensure the accuracy of all provided information, including personal details (e.g., name, NID, passport) and travel preferences.

• Domestic Flights: Users must input National ID (NID) details.
• International Flights: Users must provide accurate passport details.

Gotravel is not liable for denied boarding due to incorrect or incomplete information provided by the User. Corrections or updates may incur additional charges, as per the airline’s policies.

Flight Fare

The total fare displayed on the platform usually includes base fare, applicable government taxes and convenience charge. Users are required to pay the entire amount prior to the confirmation of their booking(s). In the event where the User does not pay the entire amount, Gotravel reserves the right to cancel the booking. The User agrees to pay all statutory taxes and fees, as applicable on the date of travel.

To avail child fare, the age of the child must be between 2 years to 11 years throughout the entire itinerary. This includes both onward and return journeys. If the child turns 12 years, the User will be required to make a separate booking using an adult fare. Any child will be counted as an infant if the age is under 2 years throughout the entire itinerary including both onward and return journey and infant fare can be availed in such cases by selecting infants while proceeding for booking.

If any User needs to accompany more than an infant, User needs to take an additional seat by selecting a child by providing age as 2 years old and giving the same in the booking details. In such cases, the policy and decision of the Airline will be followed and considered as final.

Flight Availability and Booking Limitations

Gotravel aims to provide Users with real-time flight options. However, due to constant updates from airlines, not all flights displayed on the platform may remain available at the time of booking. This policy outlines how Gotravel manages such situations:

Real-Time Flight Availability:

Flight options displayed on Gotravel’s platform are subject to live updates from airlines. Consequently, Gotravel cannot guarantee that all flights shown will remain available at the time of booking.

Alternative Flight Options:

If a selected flight becomes unavailable, Gotravel will endeavor to present alternative flight options to Users to facilitate their travel plans.

Booking Failures:

Users may occasionally encounter a “booking failed” notification if a flight becomes unavailable before confirmation. This typically occurs when the airline removes the flight from availability during the booking process.

Ticket Issuance Limitations:

In certain instances, a booking may appear successful, but manual ticket issuance may be required due to airline restrictions or other limitations. In such cases, Gotravel might be unable to issue the ticket if the airline subsequently declares the flight unavailable, or fare adjustments may occur due to fare refreshes or unavoidable delays.

Users will be promptly notified and provided with alternative options or updated fare details, as applicable. Gotravel will proceed with ticket issuance based on the User’s response. However, if the User declines to pay the additional amount where applicable, Gotravel reserves the right to cancel the booking and process a refund for the amount initially paid or following airline policy where applicable.

While Gotravel is not responsible for inconveniences caused by flight unavailability or fare changes at the airline’s end, it will assist in offering suitable alternatives or processing refunds as needed.

Technical Stopover Policy

Certain flights may involve unplanned technical stopovers lasting 40-45 minutes or more. Such stopovers may not be displayed on Gotravel’s platform due to real-time operational changes by airlines.

These stopovers are determined and managed solely by the airline, and Gotravel has no role in scheduling them. If Gotravel is notified by the airline of a technical stopover, Users will be informed as promptly as possible. However, Gotravel cannot be held responsible for any inconvenience caused by such stopovers, as they are beyond its control. Gotravel’s

role remains limited to facilitating the booking, while operational and scheduling changes remain the responsibility of the airline.

Travel Documents

It is the sole responsibility of the User to ensure possession of valid travel documents, including identity proof, passport, and visa (if applicable), to undertake travel. This includes verifying that all travel documents meet the requirements of the respective airlines, countries of departure, and destination. In case of an inability to travel due to incomplete or invalid travel documents, Gotravel shall not be held liable.

The User understands that the information (if any) provided by Gotravel regarding the travel documents is only advisory in nature and can’t be considered conclusive. The User shall ensure checking the requirements of travel with the respective airlines or embassy of the respective jurisdictions the User may transit through or choose to visit.

Travel Permits and Transit Visa

Users are solely responsible for obtaining valid transit visas and ensuring compliance with entry requirements for countries they transit through. These permits must be secured prior to finalizing travel arrangements, in accordance with the laws of the relevant jurisdictions.

Gotravel advises users to carefully review transit visa requirements or consult with Gotravel’s travel experts before booking flights to avoid potential issues. However, Gotravel holds no responsibility for notifying Users about the need for transit visas or other permits. Any losses or damages resulting from the failure to obtain the necessary transit visa or travel permits shall not be the responsibility of Gotravel.

Inadmissible Passengers (INAD)

Passengers may be denied boarding or entry into a destination for various reasons, including but not limited to the following:

• Not having a valid return ticket.
• Possessing incomplete or invalid travel documents.
• Failing to meet the entry requirements of the destination country.

These situations can lead to passengers being classified as Inadmissible Passengers (INAD), resulting in deportation or denial of entry by immigration authorities. In such cases, both Gotravel and the airline bear no responsibility for any additional charges, penalties, or inconveniences that may arise.

If Gotravel incurs charges imposed by the airline or relevant authorities due to a passenger being declared INAD, these costs will be passed on to the passenger. Passengers are solely responsible for ensuring compliance with all travel requirements and for covering any extra costs or penalties related to immigration or entry issues, leading the respective person as INAD.

Baggage Allowance

Baggage policies for all flights booked through Gotravel are determined solely by the respective airlines, and Gotravel does not influence, set, or manage these policies. Each airline establishes its own rules regarding the type and quantity of baggage allowed, including both hand baggage and checked-in baggage.

Certain fares, particularly those categorized as “hand baggage only,” may exclude allowances for checked-in baggage. In such cases, Users may be required to pay an additional fee directly to the airline if they wish to check in luggage. The exact charges for checked-in baggage can vary based on the airline and the specific booking.

Gotravel advises users to carefully review the baggage policies displayed during the booking process to avoid inconveniences at the airport. For any clarifications or assistance with baggage policies before booking, Users can contact Gotravel via the hotline, email, or other available channels. However, it is ultimately the User’s responsibility to adhere to the airline’s baggage rules and pay any applicable fees.

Code Sharing

Some airlines collaborate with other airlines to create “code sharing” arrangements. This indicates that the airline operator providing or promoting the flight ticket does not send its own aircraft to the destination on some itineraries. Instead, it hires or collaborates with another air carrier to fly to that location. If User’s flight is a code share, User will know about it throughout the booking process and prior to pay.

Gotravel will inform users about any code-share agreements only if the ticketing airline has notified Gotravel of such arrangements in advance. Gotravel cannot be held responsible for any boarding denial or booking cancellation due to code-share policies or limitations set by the airline. In cases where the airline does not authorize ticket issuance, Gotravel will be unable to serve the User further and is not liable for any resulting inconveniences.

Check-in time

Users should check with the airlines directly regarding the check-in timings. Also, Users are advised to allocate ample time to complete check-in, immigration, and security procedures smoothly.

Users should carry valid identification proofs, passport, nationality and age of the passengers traveling on a ticket, including infants.

Rescheduling

When rescheduling a flight, users must adhere to the airline’s policies, which typically require booking a seat within the same class or upgrading to a higher class compared to the original booking. Downgrading to a lower class is generally not permitted. Any fare difference between the original and new booking class will be determined by the airline and may result in additional charges.

Users are strongly advised to review the applicable fare differences and any additional costs outlined in the airline’s rescheduling policies before confirming changes to their booking. These costs may vary depending on the fare rules and availability of seats in the chosen class.

In addition to airline-imposed charges, a standard service fee may apply for processing rescheduling requests. Gotravel strictly adheres to the airline’s rules and regulations regarding flight reschedules and associated fees, ensuring transparency in the process.

Gotravel strives to process rescheduling requests promptly; however, delays may occasionally occur due to unavoidable circumstances, such as system issues or high query volumes. If a customer fails to make a payment within the communicated timeline, or if processing or rescheduling is delayed due to factors on Gotravel’s end, the reschedule fee determined by the airline may increase. In such cases, any additional charges resulting from these delays will be transparently communicated to the customer. Gotravel reserves the right to claim the increased amount to proceed with the rescheduling request.

For a smoother experience, Users are encouraged to initiate rescheduling requests well in advance of their travel date to avoid complications or increased costs.

To reissue or reschedule the existing booking, Users must follow the below mentioned details:

• Reissue requests must be confirmed and executed 48 hours prior to the departure time. Otherwise, a no-show charge may apply based on the airline’s rules.
• Users can submit re-schedule requests directly through the Gotravel app via the “My Booking” section. Requests will be processed only upon user confirmation.
• The Reissue fee is determined by the airline and may be subject to change at any time.
• A standard service charge may apply in case of any reissue requests.
• For any additional payment, convenience charge will be applicable depending on the payment method.

Refund Type

When booking flights through Gotravel, it’s important to understand that refund eligibility—whether a ticket is refundable, non-refundable, or partially refundable—is governed by the specific policies of each airline. Here’s a breakdown of what each term generally means:

Refundable Tickets: These tickets allow for cancellations with a refund, which may be the full fare or a portion thereof, as determined by the airline’s policy. Some airlines may charge a cancellation fee that is deducted from the refund amount.

Non-Refundable Tickets: Typically, these tickets do not permit refunds if the user chooses to cancel a flight. However, certain circumstances, such as significant schedule changes or cancellations initiated by the airline, may entitle the User to a refund.

Partially Refundable Tickets: For these tickets, the refund amount varies based on the airline’s specific terms and is not a fixed percentage of the total fare. The exact refund, if any, depends on factors like the timing of the cancellation and the fare rules associated with the ticket.

For refundable and partially refundable tickets, passengers will receive either the refund amount set by the airline or only the tax refund, in accordance with the airline’s policy. If

the airline’s cancellation fee exceeds the refundable amount, no refund will be issued. Also, if the cancellation charge exceeds the base fare of the ticket, that ticket becomes non-refundable.

It’s important to note that Gotravel acts solely as an intermediary and the facilitator in the booking process and does not influence the airline’s refund decisions or associated fees. Please be aware that refund policies can vary widely among airlines and may change over time. It’s advisable to review the specific terms and conditions of the ticket and consult for the most accurate and up-to-date information.

Cancellation and Refund

Gotravel is committed to assisting Users with refund requests and ensures the process is initiated promptly. However, refund timelines are determined by the policies of the respective airlines. For domestic flights, refunds typically can be claimed within 3 to 6 months to process, while for international flights, the window may extend from 6 months to 1 year.

The actual timeline for refund processing may vary depending on the airline’s fare rules and the specific circumstances of the cancellation. Gotravel endeavors to provide regular updates to Users throughout the refund process but emphasizes that the resolution is dependent on the airline’s policies and procedures.

Users are encouraged to be patient and allow the necessary time for the airline to process refunds, as Gotravel’s ability to expedite these refunds is limited by the airline’s established protocols.

Gotravel processes refunds strictly in accordance with the airline’s cancellation policies and fare rules. For refundable tickets, the refund amount is determined solely by the airline. In cases such as no-shows or higher cancellation charges, the airline’s fees may exceed the refundable amount, resulting in no refund for the user.

Gotravel does not withhold any funds beyond the deductions imposed by the airline and applicable service charges. While we strive to facilitate the refund process and communicate transparently, the refund amounts and charges are entirely at the discretion of the airline. Gotravel remains committed to supporting Users throughout the process and ensuring they are informed at every step.

Gotravel completely follows the airline’s cancellation policy. If the air ticket is refundable, the refund will be processed as per the airline fare rules and cancellation policy.

To cancel and get a refund (if applicable), Users must follow the below mentioned details:

• Cancellation requests must be confirmed and executed 48 hours prior to the departure time. Otherwise, a no-show charge may apply based on the airline’s rules.
• Users can submit cancellation requests directly through the Gotravel app via the “My Booking” section. Requests will be processed only upon user confirmation.
• A standard service charge may apply in case of any cancellation or reissue requests.
• For the EMI method, the applicable EMI charge will be deducted from the payable amount.
• After cancellation, customers will be eligible for a refund only for the remaining amount after deducting all applicable charges. Refunds will be initiated (if applicable) upon a successful cancellation.
• Refunds will be processed for and reflected in the same payment channel used for the original booking. For example, if the User used a credit card, Gotravel will make an appropriate charge reversal to the same credit card; likewise, if the User used a debit card, Gotravel will credit the money to the same debit card.

Gotravel strives to process refund requests promptly; however, delays may occasionally occur due to unavoidable circumstances, such as system issues or high query volumes. If a customer fails to confirm refund initiation within the communicated timeline, the cancellation charges set by the airline may increase. Additionally, delays in processing or completing the cancellation or refund process on Gotravel’s end may also lead to updated charges as per the airline’s policies. Any such additional charges will be clearly communicated to the customer, and the refund will be processed after deducting the updated charges in accordance with the airline’s rules and policies.

Airline-Canceled Flight

If an airline cancels a flight, the options for free rescheduling or obtaining a full refund are governed by the airline’s policies, which may vary from one airline to another. Rescheduling is subject to the availability of alternative flights and seats, and Users must select from the options provided by the airline.

It is important to note that any additional costs arising from the cancellation or rescheduling of related reservations, such as hotels or other services, are not covered by the airline. Consequently, Gotravel is not responsible for these expenses or any penalties incurred due to changes in such reservations.

Unused Segment Refund

When booking round-trip or multi-city flights, it’s crucial to understand that if a User misses the first segment of the journey, many airlines will classify the User as a “no-show.” This often results in the automatic cancellation of the entire itinerary, including any subsequent flights.

Additionally, for partially used segments where the first one or more segments of the journey are used, some airlines may not offer refunds for the unused portions. Gotravel strictly follows each airline’s specific refund policies, so if an airline deems the unused segment non-refundable, it cannot process a refund for that part of the ticket.

Also, the value assigned to each segment of a round-trip ticket isn’t always equal. This means that even if a refund is possible for the unused segment, the amount refunded may not correspond to half of the total ticket price. The refund amount is determined by the airline’s fare rules and may vary based on factors like demand, route, and booking class.

Gotravel advises users to carefully review the fare conditions and refund policies of the airline before completing a booking to fully understand the implications of any changes to their travel plans.

Rescheduling and Refunds During Unforeseen Disruptions

When national unrest or other unexpected events disrupt travel and impact Users’ flights or interactions with Gotravel, the following guidelines will apply:

Timely Communication:

Gotravel prioritizes keeping Users informed during disruptions. In cases where communication channels are temporarily affected, Gotravel will resume contact with Users as soon as services are restored to provide updates and guidance.

Rescheduling Requests:

If a user’s flight is disrupted, they are advised to contact Gotravel immediately to request rescheduling. Gotravel will assist in arranging rescheduled travel based on the airline’s policies, seat availability, and operational status at the time. Rescheduling requests must be made prior to the flight departure.

No-Show and Flight Suspensions:

If a user misses their flight due to unforeseen events and is unable to contact Gotravel or the airline, they may be marked as a no-show under airline policies. In such cases, Gotravel

will provide necessary documentation to help the User present their case to the airline for potential resolution.

Refund Eligibility:

Refunds for flights missed or suspended due to disruptions are governed by the airline’s policies. If part of the journey has been completed, only a tax refund for the unused segment may be available.

A Reissue or Reschedule fee, along with a standard service fee, may apply for flight changes. These fees are determined by the airline and may vary. Gotravel will ensure transparent communication regarding any refund amounts or fees received from the airline.

Ticket Retrieval

When a User requests a partial or full cancellation of a ticket due to uncertainties and later seeks to rebook or retrieve the canceled ticket, the following conditions apply:

Adherence to Cancellation Policy:

All cancellation requests are processed by Gotravel in strict accordance with the stated cancellation policy. Once a ticket has been canceled, it is considered closed, and its retrieval is subject to the policies of the respective airline. Users are advised to thoroughly review cancellation terms before proceeding. Gotravel is not liable for legal claims related to the retrieval of canceled tickets, as its policies are transparently communicated and comply with industry standards and airline regulations.

Support for New Bookings:

Gotravel strives to assist users in issuing a new ticket where possible. However, the reactivation or retrieval of previously canceled tickets cannot be guaranteed, as this is governed by the airline’s rules and availability. Any new booking will be treated as a separate transaction and is subject to the standard booking procedures.

User Dispute Resolution:

Gotravel is committed to resolving User concerns transparently and fairly in accordance with its service policies and airline regulations. For disputes related to cancellations, ticket retrieval, or similar issues, Gotravel provides clear explanations and guidance to ensure Users understand the policies governing their requests. Dispute resolution processes will be conducted transparently, ensuring alignment with both Gotravel’s policies and the applicable rules of the airline.

Name Mismatches

When a user books a flight and the name provided does not exactly match the name on their passport or identification document (due to omissions, spelling errors, or inaccuracies), airlines may consider this a significant discrepancy. Such mismatches can result in the airline preventing the User from boarding. Users are solely responsible for ensuring the name entered during the booking process is accurate and matches their passport or ID exactly, as per airline regulations.

For customers with a single name (e.g., “Ahmad”), the general guideline is to input the same name in both the given name and surname fields. Names entered must not exceed 59 characters (including spaces), and special characters like dashes (-), single quotes (’), @, or + must be avoided.

Gotravel adheres to airline regulations when addressing name discrepancies but strongly emphasizes that users ensure name accuracy during the booking process to prevent travel disruptions.

Name Correction Policies

After a ticket is issued, any corrections to a User’s name are subject to the specific policies of the airline. In cases where the airline deems a name mismatch significant, Gotravel may not be able to amend the ticket. Alternatively, airlines may impose a name correction fee for updating the ticket.

Users are advised to carefully review and verify all booking details, including the name, before finalizing a purchase to avoid potential complications and additional charges.

Cancellation and Refund Options

If a name mismatch prevents boarding, Users may request ticket cancellation. Gotravel will assist with the cancellation process and facilitate refunds in accordance with the airline’s policies. The applicable refund amount, including deductions for cancellation fees, will be clearly communicated to the User.

Refunds will be processed as per airline policies, and the timeline for processing may vary depending on the payment method and specific airline regulations. Users will be kept informed of the refund amount and expected processing time.

Company Liability

Gotravel is not liable for travel disruptions or boarding denials resulting from name mismatches that violate airline regulations. The responsibility for ensuring accurate name details rests with the User.

While Gotravel will assist in resolving such issues as per the airline’s policies, Gotravel shall not be liable for any consequences arising from discrepancies at the User’s end. Clear and transparent communication will be maintained with the User to ensure resolution within the framework of airline guidelines.

Duplicate or Overlapping Bookings

Making multiple reservations with identical passenger details—such as passport or NID information—for the same airline and flight, across different platforms, can lead to cancellations by the airline. Airline reservation systems may flag such instances as duplicate bookings and cancel one or more reservations without prior notice, even if the tickets have been issued and confirmed.

Since airlines do not provide prior notification to Gotravel or the affected passengers in these cases, Gotravel is unable to inform customers of such cancellations. Therefore, Gotravel cannot be held liable for any disruptions or inconveniences resulting from duplicate or overlapping bookings. Passengers are strongly advised to avoid making duplicate reservations to prevent such issues.

Dual Contact Resolution

When a user contacts both Gotravel and the airline independently regarding a booking, this dual interaction can lead to discrepancies or conflicting outcomes. To avoid such complications, users are strongly encouraged to contact Gotravel directly for resolution, as the booking was made through Gotravel platform. However, in situations where both parties have been contacted, Gotravel will proceed with the following steps:

• Verification and Corrective Action: If conflicting information or outcomes arise, Gotravel will verify all details with the airline and take corrective measures based on the verified data to ensure accuracy and resolution.
• Responsibility for Discrepancies: While Gotravel will make every effort to resolve any inconsistencies, it cannot be held liable for issues stemming from airline policies or communication.
• Documentation: All interactions with both the airline and the User will be thoroughly documented to maintain transparency and evidence of Gotravel’s adherence to policies.
• Refunds: Any refunds will strictly follow the airline’s policy. Gotravel will facilitate the process but cannot provide compensation beyond the amount determined by the airline.

Airline-Coordinated Assistance

At Gotravel, we prioritize providing round-the-clock support to address User needs. However, certain issues may depend on airline decisions, which are subject to the airline’s working hours and processing timelines. In such cases, Gotravel must align its actions with the airline’s schedule to facilitate resolution.

Gotravel strives to expedite solutions and keep Users informed throughout the process. However, delays caused by the airline are beyond Gotravel’s control. Users are kindly asked for patience as Gotravel awaits responses or actions from the airline.

While Gotravel cannot influence airline timelines, the team remains dedicated to supporting users and resolving their concerns as swiftly as possible.

Limited Liability of Gotravel

Gotravel serves as a facilitator, providing users with a platform to book flights offered by various airlines. The responsibility for delivering flight services, including schedule management, cancellations, delays, or any operational changes, lies solely with the airline.

Gotravel is not liable for any losses, damages, or inconveniences caused by airline policies, disruptions, or unforeseen circumstances beyond its control. Refunds, rescheduling, and cancellations are processed in accordance with the respective airline’s policies, and Gotravel’s role is limited to facilitating these requests.

By booking through Gotravel, users acknowledge and accept these limitations, as well as their responsibility to comply with the airline’s terms and conditions.

Hotel

Terms of Hotel

Gotravel offers users hotel booking vouchers based only on information presented or maintained by the hotel regarding inventory supply. Gotravel cannot be held accountable for any deficiencies in hotel services, facilities, or other service-related concerns. In cases where the hotel rejects check-in due to overbooking, technical errors, or lack of room availability, Gotravel’s liability is limited to providing alternative accommodations (subject to availability) or reimbursing the booking amount. Any service-related issues should be resolved directly with the hotel by the User.

Hotel Rate & Payment

The total price displayed on Gotravel’s platform typically includes the room rate, service fee, applicable government taxes, and convenience charges. Users are required to pay the full amount before their booking is confirmed.

If the User fails to complete the payment in full, Gotravel reserves the right to cancel the booking. Additionally, the User agrees to cover all applicable statutory taxes and fees as determined on the date of travel.

Child Age for Hotel Bookings

Gotravel recognizes a general child age range of 0-10 years for hotel bookings made through its platform. However, individual hotels may have specific child age policies, which are detailed in the hotel’s description. It is the User’s responsibility to carefully review and confirm these policies before completing a booking.

If a user overlooks the hotel’s child policy, resulting in additional charges or the need for extra rooms due to the child’s age, Gotravel cannot be held liable for any resulting costs or accommodations. As a booking facilitator, Gotravel is not responsible for the policies set by individual hotels. The onus of verifying and complying with these terms lies solely with the User.

Additional Hotel Charges

Price Basis: The prices for hotel reservations provided through Gotravel’s platform (referred to as “Hotel Prices”) are determined based on the User’s selections, including the chosen period of stay and the number of guests unless stated otherwise. Hotel Prices are quoted per room, per night, unless specifically mentioned, and the total price for the stay will be displayed at the time of booking.

Additional Charges: Standard hotel room reservations generally accommodate one or two guests. Any additional guests or extra beds may incur additional charges, which the hotel reserves the right to enforce. Users are advised to notify the hotel in advance if additional guests will be included. Failure to do so may result in denial of service or extra charges payable directly to the hotel.

Exclusions: The User’s payment typically covers only the accommodation unless explicitly stated otherwise. Certain bookings may include breakfast or meals, but this should be confirmed at the time of booking. Any additional services availed during the stay, such as housekeeping, concierge services, internet usage, telephone calls, extra food, drinks, and

beverages, will incur extra costs. These additional charges must be settled directly with the hotel by the User.

Special occasions: During special events and holidays like Eid, Christmas, Pooja, Buddha Purnima, or New Year’s Eve, hotels may impose mandatory meal costs or other festive charges. These additional costs must be paid directly at the hotel. Gotravel’s responsibility in such cases is limited to facilitating the booked product or service and does not extend to covering these additional expenses.

Transportation Fees: Certain hotels, particularly those in island destinations (e.g., the Maldives), may impose charges for transportation or transfers to and from the airport. These transportation arrangements are handled by the hotel or its designated provider and are governed by the hotel’s terms and policies. Gotravel holds no responsibility for the quality, frequency, safety, or service levels of such transportation and cannot be held liable for any loss or inconvenience arising from their use.

Supplier Terms for Hotel Bookings

Gotravel works with multiple suppliers to provide Users with a wide range of hotel options. These suppliers include both directly partnered hotels and third-party aggregators. When a hotel booking is facilitated through a supplier, the supplier’s terms and conditions apply alongside Gotravel’s policies.

Supplier terms may include specific rules on cancellations, refunds, modifications, additional charges, or other booking conditions. Users are encouraged to carefully review the terms and conditions of the respective supplier before completing their booking to understand the policies governing their stay.

As an aggregator, Gotravel facilitates the booking process while ensuring compliance with supplier terms. Any disputes, changes, or issues related to bookings sourced through a supplier will be addressed according to the supplier’s policies. Gotravel will provide support to Users in navigating these terms and liaising with the supplier as necessary.

For detailed information about supplier-specific policies, Users can refer to the Supplier Terms.

By proceeding with a booking, Users acknowledge and agree to abide by both Gotravel’s terms and the supplier-specific policies applicable to their reservation.

Responsibilities of the User

The User is responsible for any damage caused to the hotel’s property by their actions or those of their accompanied visitors, whether willful or negligent. The hotel will determine the extent and value of such damages, and Gotravel will not intervene in these matters. Users are encouraged to ensure that their behavior aligns with the hotel’s rules and policies to avoid such issues.

To check into the hotel, the primary User must be at least 18 years old. A valid form of identification and proof of address must be presented at the time of check-in. If the required identification is not provided, the hotel reserves the right to deny check-in.

Check-in and check-out times are governed by the hotel’s policies. Requests for early check-in or late check-out are subject to availability and may incur additional charges as determined by the hotel. Users are advised to coordinate directly with the hotel for such requests.

Each hotel may have unique policies, including those regarding children, pets, or house rules. These policies are detailed under the “Policy” section of the respective hotel listing on Gotravel’s platform. Users are strongly advised to review these details before finalizing their booking. Any additional payments required, such as charges for children or extra beds, must be settled directly with the hotel as per its policy.

Check-In Documentation

Gotravel advises all Users to carry essential personal identification documents, including a National ID, passport, and marriage certificate (if applicable), for a smooth check-in process at the hotel.

Users are expected to thoroughly review the hotel listing on Gotravel’s platform for any specific documentation requirements outlined by the hotel. If additional documents are required, it is the User’s responsibility to ensure they are prepared and available at the time of check-in.

Failure to present the required documents may result in the hotel denying check-in. In such cases, Gotravel will not be held responsible, as compliance with hotel-specific documentation policies lies solely with the User.

Cancellation and Refund

Gotravel follows the hotel’s cancellation policy. To Cancel any booking, Users must follow the below mentioned details:

• Users must go to ‘My booking’ > ’Cancel’ and confirm the cancellation.
• Cancellation charges may apply depending on the property and the time of cancellation.
• Date change is not possible for any hotel booking. Users need to cancel the previous booking and rebook with the new date.
• For the EMI method, the applicable EMI charge will be deducted from the payable amount.
• After cancellation, Users will be eligible for a refund only for the remaining amount after deducting all applicable charges. Refunds will be initiated (if applicable) upon a successful cancellation.
• Refunds will be processed for and reflected in the same payment channel used for the original booking. For example, if the User used a credit card, Gotravel will make an appropriate charge reversal to the same credit card; likewise, if the User used a debit card, Gotravel will credit the money to the same debit card.

Limited Liability of Gotravel

Gotravel acts as a facilitator, providing Users with an online platform to browse and book a wide range of accommodations, including hotels, homestays, bed-and-breakfast options, and other alternative lodgings.

All information about accommodations—such as categorization, images, room types, amenities, and facilities—is sourced directly from the respective hotels and shared on the

Gotravel platform as a reference for Users. This information is intended solely as a guide and may not always reflect the current state or settings of the property.

If a user identifies any discrepancies between the details or images displayed on the Gotravel platform and the actual conditions at the hotel, they are encouraged to report the issue to Gotravel. Upon receiving such feedback, Gotravel will investigate and take appropriate actions against the hotel, as necessary.

Tour

General Terms and Conditions

All prices are displayed in local currencies, and accommodations provided will generally be on a shared basis (double/triple). Transfers may include private or shared options, catering to individual preferences.

• Package prices are subject to changes due to government regulations, availability, and fluctuations in airfare.
• Rooms and flight tickets are subject to availability, and bookings are only confirmed upon purchase or ticket issuance.
• Displayed packages are not available during blackout periods (e.g., government or long holidays).
• Tour packages must be confirmed at least 10 calendar days before the journey date.
• Cancellation fees vary by package terms.
• Users are responsible for visas, travel documents, health and vaccination requirements, and any medical or health-related expenses during the tour.

Gotravel reserves the right to adjust itineraries due to unforeseen circumstances, informing Users promptly. Gotravel is not liable for losses or delays caused by third-party travel providers such as airlines, hotels, or transport companies.

Travel Provider Terms for Tour Activities

Gotravel collaborates with various third-party travel providers and tour operators to offer a wide range of tour packages and activities. These travel providers operate under their own terms and conditions, which are applicable alongside Gotravel’s policies. By booking a tour

or activity through Gotravel, the User agrees to adhere to both Gotravel’s terms and the specific terms set by the travel provider.

Key considerations regarding travel provider terms:

Supplier Responsibilities: The travel provider is solely responsible for the delivery, quality, and execution of the services included in the tour. Gotravel acts as an intermediary and does not guarantee the performance of the travel provider.

Activity-Specific Terms: Each tour or activity may have unique terms related to eligibility, cancellations, refunds, or other conditions. Users are advised to review these terms in detail before booking.

Liability Limitations: Any issues or disputes related to the travel provider’s services, including quality concerns or discrepancies, must be resolved directly with the travel provider. Gotravel will facilitate communication but is not liable for such matters.

Payment Policy

All payments for services provided by Gotravel must be completed through the approved banks or payment methods listed on the platform. Transactions made using banks or payment methods outside this specified list will be deemed invalid and will not be processed.

To ensure the security and authenticity of payments, Users are advised to adhere strictly to the designated payment options provided by Gotravel.

User Responsibility

In addition to Gotravel’s User Agreement and Terms of Service, Users are required to comply with the terms and conditions set forth by the respective Tour Provider.

To participate in an activity, Users must present the reservation or confirmation voucher issued by Gotravel. Furthermore, Users must carry valid identification or any other documents required by the travel provider to access the booked tour.

If the Tour Provider mandates it, Users may also be required to complete additional formalities, such as signing an exemption form, safety procedure agreement, health declaration, or other documentation before engaging in the activity.

Users are solely responsible for ensuring that they meet all eligibility criteria for the activity, including requirements related to age, weight, or medical conditions. If a User is found to be ineligible or unsuitable for the activity, the travel provider reserves the right to deny

participation. Gotravel will not be held liable for such refusals resulting from non-compliance with the travel provider’s terms.

Ship Departure Management

In cases where a User misses a ship departure due to changes in the scheduled time, Gotravel follows the guidelines below:

• Gotravel acts solely as a reseller of ship tickets and does not manage or control ship operations. Responsibility for handling and communicating schedule changes, including delays or adjustments due to weather or unforeseen circumstances, lies entirely with the ship authority.
• The ship authority is solely accountable for notifying passengers about any changes in departure times. Gotravel cannot control the timing or accuracy of such notifications.
• As part of its commercial agreement, Gotravel will assist Users by providing relevant information and facilitating communication with the ship authority to help resolve issues related to missed departures.
• Gotravel’s role is limited to acting as an intermediary and Gotravel is not liable for missed departures resulting from schedule changes communicated by the ship authority.

Cancellation

Gotravel adheres to the cancellation policies established by the respective tour activity providers. Users must carefully review the specific cancellation terms of their chosen tour before making a booking.

• To cancel or date change, Users are advised to email at tours@Gotravel.com. The team will respond accordingly to resolve the issue.
• For the EMI method, the applicable EMI charge will be deducted from the payable amount.
• After cancellation, Users will be eligible for a refund only for the remaining amount after deducting all applicable charges. Refunds will be initiated (if applicable) upon a successful cancellation.

• Refunds will be processed for and reflected in the same payment channel used for the original booking. For example, if the User used a credit card, Gotravel will make an appropriate charge reversal to the same credit card; likewise, if the User used a debit card, Gotravel will credit the money to the same debit card.
• For any kind of additional payment, convenience charge will be applicable depending on the payment method.

Limited Liability of Gotravel

Gotravel’s role is strictly limited to facilitating Users in booking tours and activities from the respective travel providers. The company’s liability is confined to ensuring that the User’s booking request is processed and confirmed as per the terms provided by the travel provider.

• Gotravel is not responsible for or liable in the following scenarios:
• Any destruction, illness, accident, death, equipment malfunction, inconsistency, or change in the itinerary, delay, or cancellation without cause that arises due to circumstances beyond the travel provider’s control.
• User Safety and Well-Being: The User’s health, safety, or well-being during or after the tour.
• Additional Services: Any ancillary or incidental services directly acquired by the User from the travel provider that were not included in the original booking.
• Erroneous Information: Incorrect information provided by the travel provider regarding the tour or its elements.
• Transportation Services: Unless explicitly stated in the booking confirmation, Gotravel does not guarantee or provide pick-up and drop-off services for activities.

Users are advised to review the terms and conditions of the travel provider before proceeding with their booking. Gotravel ensures transparency but cannot intervene in matters that fall under the sole discretion or responsibility of the tour travel provider.

Umrah Package

General Terms

Gotravel serves solely as a facilitator for Umrah packages, coordinating with suppliers and relevant Saudi authorities. All arrangements and services provided are subject to local laws and regulations in the Kingdom of Saudi Arabia. By booking an Umrah package with Gotravel, Users acknowledge the associated risks, including potential overcrowding, and local health and safety standards during peak seasons. Users are responsible for their well-being and that of accompanying members.

As Umrah is a special package under Gotravel’s tour offerings, it will adhere to the general terms and conditions applicable to all Gotravel tour packages.

Accommodation and Service Expectation

Room sizes, facilities, and services may differ due to local conditions and periods of high demand, especially during peak seasons such as Ramadan. Gotravel is not responsible for any discrepancies or variations in accommodations or service standards provided by local suppliers.

Visa

General Terms

Gotravel acts solely as a facilitator for visa processing on behalf of Users, coordinating with relevant embassies and authorities as required. By using the visa services, Users agree to these terms and accept full responsibility for the information provided during the application process. Users must be of legal age and ensure that all details submitted are accurate and truthful. Gotravel does not verify the legal identity of Users.

Gotravel’s visa processing services may be facilitated through authorized third-party partners. While the User interacts directly with the Gotravel platform for visa-related services, the fulfillment process including documentation handling, submission to embassies, and other backend operations may be executed by third-party service providers duly authorized by Gotravel.

Consultancy Services

Gotravel offers comprehensive support to Users throughout the visa application process. This includes guidance on the preparation of required documents, ensuring they align with consulate requirements, and assisting with logistical arrangements for submission. While Gotravel strives to simplify the application process and minimize errors, it is important to note that the company does not have the authority to influence or expedite decisions made by embassies or consulates.

Document Preparation: Gotravel provides clear instructions on the necessary documents, such as passport copies, identification, financial statements, and photographs. Users must ensure these documents are accurate and meet the required specifications.

Process Navigation: Users are guided through the steps of the application, from initial submission to tracking the status of their application.

Limitations: Despite its support role, Gotravel cannot guarantee visa approvals or outcomes, as these depend entirely on the discretion of the issuing authorities. Any errors or omissions in documents remain the User’s responsibility.

Processing Time

Visa processing timelines shared by Gotravel are approximate and based on general consular schedules. These timelines are provided as a reference to help Users plan their travel but are subject to delays beyond Gotravel’s control.

Standard Timelines: Each embassy or consulate has its own processing time, which may vary based on the type of visa, the User’s nationality, and the time of year. Gotravel will inform Users of these standard timelines when assisting with applications.

Delays: Factors such as increased application volumes, consulate backlogs, or additional documentation requests can result in delays. Gotravel cannot be held responsible for such disruptions.

Expedited Services: In some cases, Users may opt for expedited visa processing, subject to additional charges. Gotravel will communicate these options where available and assist in facilitating such requests.

Gotravel aims to streamline the visa application experience by offering knowledgeable assistance and timely communication. However, Users are encouraged to apply well in advance to accommodate unforeseen delays and ensure a smooth travel experience.

User Responsibility and Liability

Users are solely responsible for adhering to the terms and conditions associated with their visa once it is issued. Any breaches, such as overstays or non-compliance, may result in penalties or legal actions, for which Gotravel holds no liability.

Passport Validity: Users must ensure their passport has at least six months’ validity from the date of travel before applying for a visa. Gotravel cannot be held responsible for rejections or delays due to insufficient passport validity.

Verification of Visa Details: Upon receiving the visa, Users are strongly advised to review all details to ensure accuracy, including name, travel dates, and visa type. Gotravel is not liable for any errors made by embassies or consulates. The User must address discrepancies directly with the issuing authority.

Third-Party Courier Services: If Users choose courier services to deliver travel documents, Gotravel will not be responsible for any loss, damage, or delay caused by the courier. Users will be informed of any logistics fees prior to service completion.

Document Submission: Users must submit all visa documents directly at the Gotravel Experience Centre. If documents are sent via courier, the User assumes all risks associated with transit, including potential delays or losses.

For eVisa processing, the User is solely responsible for ensuring the accuracy and completeness of all information provided during online submission or form filling. Gotravel shall not be liable for any issues arising from incorrect or incomplete data entered by the User prior to final submission.

Visa Expiration and Overstay: Users are responsible for ensuring they leave the destination country before their visa expires. Any penalties, deportation actions, or other consequences arising from overstays are solely the User’s liability.

Gotravel may utilize automated tools, including AI-powered systems, to support visa-related processes such as auto-filling forms, verifying uploaded documents, and identifying potential inconsistencies. These systems are strictly assistive in nature and do not determine the outcome of any visa application. Final submission remains the User’s responsibility, and the User is advised to thoroughly review and confirm all details before proceeding. Human oversight is always available, and manual intervention may be requested where necessary.

Gotravel shall not be held liable for any delays, rejections, penalties, or other consequences resulting from the submission of inaccurate, incomplete, misleading, or fraudulent information by the User. All information provided during the visa application process is the sole responsibility of the User.

Gotravel aims to provide guidance and support throughout the visa application process. However, the ultimate responsibility for compliance with visa regulations, document accuracy, and travel arrangements rests with the User.

Transparency in Visa Application

Users must provide accurate and complete information during the visa application process, including but not limited to details about prior visa refusals, health conditions, or

criminal records. Failure to disclose such factors may lead to delays, rejections, or other complications, for which Gotravel holds no liability.

Providing false, misleading, or incomplete information can significantly impact the outcome of the application. Users are advised to be transparent and thorough when submitting their details to avoid unnecessary issues.

Gotravel reserves the right to pause or terminate the visa application process if its travel experts determine that the submitted documents or information are incomplete, inaccurate, or otherwise unsuitable for successful submission to the relevant authorities.

By complying with these requirements, Users can ensure a smoother application process and minimize risks of rejections or delays.

Privacy and Data Protection

By engaging Gotravel’s visa services, Users consent to the collection, use, and secure storage of personal data for visa processing, logistics support, and service management. Personal data, including but not limited to passport details, identification documents, and bank statements, will be handled with the utmost confidentiality and in compliance with applicable regulations.

Gotravel is committed to safeguarding the privacy and security of all personal information provided by Users. Data will be used exclusively for visa processing purposes and accessed only by authorized personnel. It will be retained securely for the necessary duration and may be kept as required by legal and regulatory obligations.

Where visa services are fulfilled through authorized third-party partners, Gotravel may share User data strictly for the purpose of processing the visa application. All such third-party engagements are governed by binding contractual obligations to uphold the confidentiality and security of shared data.

As Gotravel operates globally, User data may be transferred to jurisdictions with different data protection laws. In such cases, Gotravel ensures adequate safeguards through Standard Contractual Clauses or equivalent legal mechanisms, in compliance with applicable legislation.

By using Gotravel’s services, Users acknowledge and accept these terms and waive the right to claims regarding data usage in accordance with this policy.

Limited Liability of Gotravel

Gotravel holds no responsibility for any losses, disruptions, or changes to travel plans resulting from visa rejections, processing delays, or unforeseen circumstances beyond its

control. Once a visa decision has been made by the relevant authority, Gotravel’s role as a facilitator concludes, and it becomes the User’s responsibility to manage all subsequent travel arrangements independently.

Gotravel shall not be held liable for:

• Decisions made by embassies or visa-issuing authorities,
• Delays or service failures caused by embassy operations, government policies, or third-party fulfillment partners,
• Any indirect or consequential losses resulting from visa denials or processing issues.

Price Changes and Fluctuations

Prices for visa services are subject to change without prior notice due to external factors such as government-imposed fee revisions, currency exchange rate fluctuations, or adjustments in payment processor charges. Gotravel reserves the right to revise pricing at any time in response to these variables. In cases where service costs increase after a pre-payment has been made, Gotravel may request the additional amount to complete the service or, alternatively, offer the option to cancel the request in accordance with the applicable Cancellation & Refund Policy.

Refunds

All visa fees and service charges are strictly non-refundable, irrespective of the outcome of the application process. Gotravel will not be liable for any financial losses incurred due to visa rejections, alterations to travel plans, or unforeseen events that may impact the User’s itinerary.

Club Limitless

General terms

• Points redeemed for discount coupons in the Rewards section are non-refundable and cannot be reinstated once deducted.
• Club Limitless points can only be earned for bookings made online through User’s Gotravel account. Offline or third-party bookings do not qualify for point accumulation.

• Discount coupons collected via Rewards are valid for 3 months from the date of collection and will automatically expire after this period.
• Coupons are tied exclusively to the account they were generated from and are non-transferable. They can only be used for bookings made through the same account.
• Each coupon can only be used once. If the coupon’s value exceeds the booking amount, no refund or balance will be returned (e.g., a BDT 2,000 coupon used on a BDT 1,500 booking will not result in a refund of the remaining BDT 500).
• Club Limitless is intended exclusively for the benefit of end Users. Reselling any booking, service, or product obtained via Gotravel is strictly prohibited.
• Should Gotravel ascertain that a Club Limitless membership tier has been affected by purchases made through agents or unauthorized third parties, rather than directly by the end user, Gotravel retains the right to invalidate the tier progression and all related benefits at any time without prior notification.

Coupon Invalidity

Coupons may be deemed invalid under the following circumstances:

• The coupon was not generated from the User’s account.
• The coupon has expired (beyond the 3-month validity period).
• Multiple coupons cannot be combined for a single booking. Attempting to use a second coupon may result in the first one being voided. However, Club Limitless coupons can be combined with ongoing promotional offers.

Point Expiry

“Ready to Use” points will expire 1 year from the date of earning, irrespective of tier progression. However, this expiration does not affect User’s accumulated tier points or status progression.

Refund

• Points redeemed for rewards (such as coupons) are non-refundable and cannot be reinstated once redeemed.
• If a coupon is applied to a booking and that booking is subsequently canceled, the coupon will not be returned or refunded. Once applied, a coupon is considered fully used.

• If the coupon’s value exceeds the booking cost, no refund will be issued for the unused portion.

Gift Card

The Gotravel Gift Card is a convenient and versatile option for gifting travel experiences, available for purchase on the Gotravel platform. It can be used towards Flight, Hotel, and Tour bookings, providing a flexible and secure way to manage travel gifts. By purchasing a Gift Card, the User agrees to adhere to the terms and conditions listed below.

Terms

• Gift Cards are strictly non-refundable and cannot be exchanged for cash once redeemed.
• Each Gift Card code is valid for a single use only.
• Gotravel is not liable for lost, stolen, or unauthorized use of a Gift Card unless the original purchaser reports the issue prior to redemption.
• In cases where a booking made using a Gift Card is involuntarily canceled by Gotravel or the travel provider, a replacement Gift Card of equivalent value will be issued to the User.
• All purchases made using Gift Cards are governed by Gotravel’s general booking policies and the terms of the respective travel provider.
• Gotravel assumes no responsibility for issues arising from Gift Card misuse or delays caused by technical or external factors.
• If the booking amount exceeds the value of the Gift Card, the User must pay the remaining balance.
• Any remaining value after a booking that is lower than the Gift Card amount is neither refundable nor carried forward.

Limited Liability

Gotravel is responsible for issuing and maintaining Gift Cards as per the stated terms. However, Gotravel is not liable for any losses or disruptions caused by unauthorized use, technical issues, or circumstances beyond its control. In the event of a system error affecting the Gift Card’s functionality, Gotravel will take necessary steps to resolve the issue but does not guarantee uninterrupted availability.

Add-on

Insurance

The insurance coverage offered by Gotravel as an add-on during the booking of any service or product is provided in accordance with the terms and conditions set by the third-party insurance provider. Gotravel acts solely as a facilitator, connecting the User with the insurance provider.

• For any claims, disputes, or grievances, the User must directly contact the insurance provider.
• Gotravel will not be held liable if the insurance provider partially approves or rejects claims.
• Users are encouraged to review the detailed terms and conditions of the insurance coverage before purchasing.

For comprehensive policy details, click here.

Lost Baggage Protection

The lost baggage protection offered during flight bookings is governed by the terms and conditions of the third-party provider. Gotravel acts only as an intermediary to facilitate the service between the User and the supplier.

• In the event of a claim or dispute, the User must address the issue directly with the service provider.
• Gotravel is not responsible for claims that are partially approved or rejected by the provider.
• Users are advised to review the detailed terms and conditions of the lost baggage protection before availing of this service.

For complete details, check here.

Payment Policy

The Payment Policy outlines the terms governing transactions made through Gotravel’s platform, including the secure use of personal details, applicable charges, and refund procedures. Users must ensure the accuracy of payment details and comply with all applicable terms, including convenience charges, taxes, and outstanding balances. Payments are processed through authorized channels only, and Gotravel is not liable for transfers made to unauthorized accounts. Refunds, if applicable, will be processed back to the original payment method. The policy also includes provisions for handling technical

issues, partial payments, and the misuse of discounts. By adhering to these terms, Users can enjoy a seamless and secure booking experience with flexible payment options.

Payment Options

Gotravel offers a wide range of online payment options to ensure convenience and flexibility for its Users. These include credit and debit cards issued by multiple banks, net banking services from all major banks, and EMI or mobile banking options provided by leading mobile financial service providers. Additionally, Users can also take advantage of travel loan facilities for their bookings. To ensure a seamless transaction experience, Users are encouraged to select their preferred payment method thoughtfully and verify the details during the payment process.

Use of Personal Details

By making a payment through this site, Users consent to the use of their personal information for transaction verification and validation. This ensures the security of the credentials and prevents unauthorized usage. Users’ details may be shared with third-party credit card payment gateway agencies strictly for verification purposes and will not be used for any other reasons.

Users must not disclose sensitive information such as credit/debit card details, CVV, OTP, or passwords to anyone, including Gotravel’s representatives. If such information is requested, Users should immediately report the incident to Gotravel. Losses arising from such disclosures are the sole responsibility of the User.

Authorized Payment Methods

Payments to Gotravel should only be made to official bank accounts listed under Gotravel’s name. Gotravel or its representatives will never request transfers to personal accounts or unverified accounts. Users transferring funds to unauthorized accounts do so at their own risk, and Gotravel will not be held liable.

Additional Charges and Fees

Gotravel may apply a convenience charge to the booking amount determined by the Service Providers. These charges can vary based on the payment method selected by the User. Any adjustments to such charges will be transparently communicated before booking confirmation or payment processing. Additionally, Gotravel retains the right to periodically revise costs, ensuring that all additional fees, including charges for modifications or other adjustments, are disclosed to the User before completing the transaction.

In cases where technical errors or other issues result in short charging of the booking amount, taxes, statutory fees, or convenience charges, Gotravel reserves the right to claim the outstanding balance from the User. Users are required to pay the remaining amount promptly. Failure to settle the balance before the booking date may result in the cancellation of the reservation, and Gotravel will not be held liable for any resulting inconveniences.

Any price increases resulting from changes in taxation or government-imposed charges must also be covered by the User. These charges may be applied retroactively and without prior notice, as required by current legal frameworks. Gotravel ensures compliance with applicable laws and regulations in administering these adjustments.

Users are responsible for all costs, fees, duties, taxes, and assessments incurred through their use of Gotravel’s services.

Partial Payment

Gotravel strives to provide a seamless booking experience. However, due to rare technical glitches in the payment gateway, partial payments may occasionally occur which may prevent the booking from being completed or tickets from being issued.

• Additional Payment Requirement: Users must pay the remaining balance in full to complete the booking.
• Refund for Incomplete Payment: If the User chooses not to proceed with the additional payment, Gotravel will refund the exact amount of the partial payment made.

While Gotravel endeavors to minimize technical issues, the responsibility for completing the full payment lies with the User.

Discount Policy

Discounts are offered for specific products and services, subject to clearly outlined terms and conditions at the time of the offer. Misuse of discounts, including using a different payment method than specified, combining multiple discounts improperly, or providing false credentials, is strictly prohibited.

Gotravel reserves the right to take necessary actions against violations, such as, canceling bookings, revoking discounts, suspending User accounts.

These measures are implemented to maintain the integrity of the discount program and ensure fairness for all Users.

Refund Processing

Refunds for canceled bookings will always be credited to the original payment method used, whether it is a credit card, wallet, or another financial instrument. Users must comply with the applicable cancellation policy, as communicated on the booking page or during the transaction process.

If a reservation is not confirmed for any reason, Gotravel will refund the User’s payment and notify them of the situation. Unconfirmed bookings are not required to be replaced or compensated, and subsequent reservations will be treated as separate transactions. Refunds will be processed in accordance with the policies of the service provider and Gotravel.