Terms & Conditions

1. THESE TERMS

1.1 What do these terms cover?

These are the terms and conditions under which we provide our services to you.

1.2 Why should you read them

Please read these terms carefully before submitting your order to us. These terms tell you who we are, how we will provide services to you, how you and we may change or terminate the contract, what to do if there is a problem and other important information. If you think there is an error in these terms, please contact us to discuss.

2. INFORMATION ABOUT US AND HOW TO CONTACT US

2.1 Who we are

We are my-trip-online.com, a website operated by Eudialyte Limited, a company registered in the Netherlands under registration number and our registered office is Eudialyte Limited - Vladimirou Kafkaridi 2A, Nicosia, 2202 Cyprus

2.2 How to contact us

You can contact us by sending an email to our customer service at contact@my-trip-online.com or by writing to us at our business address Eudialyte Limited - Vladimirou Kafkaridi 2A, Nicosia, 2202 Cyprus

2.3 How we may contact you

If we need to contact you, we will do so by telephone or by writing to you at the email or postal address you provided in your order.

2.4 "In writing" includes emails

When we use the words "in writing" or "written" in these terms, this includes emails.

3. OUR CONTRACT WITH YOU

3.1 How will we accept your order?

Our acceptance of your order will take place when you submit your details on our website for the Service and we take payment, at which point a contract will be formed between you and us.

3.2 If we cannot accept your order

If we are unable to accept your order, we will inform you in writing and will not charge you for the service. This may be due to unexpected limitations of our resources that we could not have reasonably foreseen, because we have identified an error in the price or description of the service.

3.3 Your order number

We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.

3.4 Your ability to receive services

You warrant that:

• All personal information you provide is, to your knowledge, accurate and up to date; and
• When you choose to submit an application through our website, you are eligible for that application and have complied with all applicable laws and regulations.

4. OUR SERVICE OFFERING

4.1 Services

We offer a set of turnkey services:

• Airport Fast Track booking service
• Automated flight check-in service
• General administrative support for your travel arrangements
• The services offered through this website may, from time to time, be operated, performed or billed by another website of our company or by another company, platform or entity acting under a different legal or commercial name. By proceeding with your subscription and use of the services, you expressly acknowledge and agree that these entities are duly authorized to provide the same or equivalent services on our behalf. Any variation of the operating or billing entity will not affect the validity, scope, continuity or quality of the services you have purchased.

4.2 When will we provide the Service

We provide our services to our subscribers. When you place an order for which you want our assistance, you enter various information about yourself that we will need to help you. Once it has been reviewed, you will have access to your member area to access all your benefits. We will normally provide and complete the service immediately after accepting your order and receiving your payment.

4.3 We are not responsible for delays outside our control

If the provision of travel assistance is delayed by an event outside our control, we will contact you as soon as possible to inform you and will take steps to minimize the effect of the delay. Provided we do this, we will not be liable for delays caused by the event.

4.4 Your legal rights if we provide the Service late

You have legal rights if we provide the Service late. You may treat the contract as at an end immediately if, for any reason, we do not give you access to the Service within one day of your payment. If you choose to treat the contract as at an end for late delivery, you can cancel your order for the travel assistance, and we will refund you the amount you paid.

4.5 What will happen if you do not provide us with the required information

We need certain information from you to be able to provide you with the Service, for example, your name, address and mobile telephone number, and this will have been indicated on our website. If you give us incomplete or incorrect information, we may not be able to provide you with the Service correctly.

4.6 Travel arrangements

References to "Travel Arrangements" in these Terms and Conditions mean accommodation, flights, transport, activities, excursions and other services that we present on our website. References to "Supplier/Principal" mean the third-party supplier of the Travel Arrangements, including but not limited to accommodation providers, transfer providers, car rental companies, airlines, tour operators and attraction providers.

5. YOUR RIGHTS TO MAKE CHANGES

If you wish to make a change to the service you have ordered, please contact us. We will let you know if the change is possible. If it is possible, we will let you know about any changes in the price of the service, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If we cannot make the change or the consequences of the change are unacceptable to you, you may want to end the contract (see clause 6.3 - Your right to end the contract).

6. OUR RIGHTS TO MAKE CHANGES

6.1 Minor changes to the service

We may change the Services:

• to reflect changes in relevant laws and regulatory requirements; and
• to implement minor technical adjustments and improvements, for example, to address a security threat. These changes will not affect your use of the Services.

6.2 More significant changes to the Services and these terms

We may withdraw or suspend the Services for any reason at any time, including to deal with technical issues or to make changes.

6.3 Your rights if we suspend the Services

We will contact you in advance to let you know that we will suspend the provision of the Services, unless the problem is urgent or constitutes an emergency. If we have taken payment for the cost of a service but have not provided it to you, we will refund you in full. If we withdraw the service, we will give you a pro-rata refund for the time remaining on the Service.

7. YOUR RIGHTS TO END THE CONTRACT

7.1 You can end your contract with us

Your rights when ending the contract will depend on what you have purchased, whether there is a problem, our performance and when you decide to end the contract:

• If we have not properly performed the travel services, you may have a legal right to end the contract or to ask us to re-perform the Services or to get a full or partial refund, see clause 10;
• If you want to end the contract because of something we have done or told you we are going to do, see clause 7.2;
• If you have just changed your mind about the service, see clause 7.3. You might be able to get a refund if you are within the cooling-off period, but this may be subject to deductions.

7.2 Ending the contract because of something we have done or are going to do

If you end a contract for a reason set out in clauses 7.2.1 to 7.2.4 below, the contract will end immediately and we will refund you in full for any application we have not performed. The reasons are:

• we have told you about an upcoming change to the Services or these terms which you do not agree to (see clause 6.2);
• we have told you about an error in the price or description of the Service you have ordered and you do not wish to proceed;
• there is a risk that the performance of our services will be significantly delayed because of events outside our control;
• you have a legal right to end the contract because of something we have done wrong (including because we have delivered late, see clause 4.4).

7.3 Exercising your right to change your mind (Consumer Contracts Regulations 2013)

For most products purchased online, you have a legal right under the Consumer Contracts Regulations 2013 to change your mind and receive a refund. You have 14 days after the day we send you an email to confirm that we have set up your Services account to cancel your account.

7.4 When you don't have the right to change your mind

Once we have provided a part of the Services, you cannot change your mind, even if the 14-day period is still running.

8. HOW TO END THE CONTRACT WITH US (INCLUDING IF YOU HAVE CHANGED YOUR MIND)

8.1 Tell us you want to end the contract

To end the contract with us, please let us know by doing one of the following:

• Email. Send an email to customer service at contact@my-trip-online.com. Please provide your name, home address, details of the order and, where available, your phone number and email address.
• Online chat. Contact us directly via your member area by chat.

8.2 How we will refund you

Provided that we have not already provided a part of the Services, we will refund you the price you paid for the Service, by the method of payment you used.

8.3 When your refund will be made

We will make any refunds due to you within 14 days of your telling us you have changed your mind.

9. OUR RIGHTS TO END THE CONTRACT

9.1 We may end the contract if you break it

We may end the contract for the Service at any time by writing to you if:

• The third-party supplier of the Travel Arrangements ceases to permit us to provide the Service;
• you die or, by reason of illness or incapacity (mental or physical), become unable to hold our membership, for whatever reason;
• you do not make a payment when it is due, and you still do not pay within 7 days of our reminding you that payment is due; or
• you do not provide us, within a reasonable time, with information that is necessary for us to provide the service.

9.2 We may withdraw the service

We may write to you to inform you that we are going to stop providing the Service.

10. IF THERE IS A PROBLEM WITH THE SERVICE

10.1 How to tell us about problems

If you have any questions or complaints about the service, please contact us. You can email us at contact@my-trip-online.com or via your member area.

10.2 Summary of your legal rights

We are under a legal duty to supply products that are in conformity with this contract. See the box below for a summary of your key legal rights in relation to the product. Nothing in these terms will affect your legal rights.

11. PRICE, PAYMENT AND SUBSCRIPTION

11.1 Where to find the price of our service

We charge a subscription to use our Services (which includes VAT) plus the cost of any booking (for which VAT is not applicable) that you make through our website (unless it is a replacement covered by paragraph 4.1.3). We take all reasonable care to ensure that the price of the service communicated to you is correct. However, please see paragraph 11.3 for what happens if we discover an error in the price of the travel arrangement you order.

11.2 We will pass on changes in the rate of VAT

As the price of the Service is payable in advance, there will be no additional VAT to pay even if the VAT rate changes subsequently. However, if the rules change and VAT has to be paid on government fees, we will let you know at the time you make the application and charge you that amount.

11.3 What happens if the price is wrong?

It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the correct price of the product on the date of your order is less than our stated price on the date of your order, we will charge the lower amount. If the correct price of the product on the date of your order is higher than the price stated to you, we will contact you for your instructions before accepting your order.

11.4 When and how to pay?

You must pay the full price in advance before we begin providing the service. We will provide you with a receipt after your payment. We accept payments by Visa and Mastercard.

11.5 What to do if you think an invoice is wrong?

If you think an invoice is wrong, please contact us promptly to let us know. You will not have to pay interest while the dispute is unresolved. Once the dispute is resolved, we will charge you interest on the correctly invoiced amounts from the original due date.

11.6 Subscription

11.6.1 What is my subscription plan?

When subscribing to our Services, you must choose a subscription plan that includes a free or paid trial period, a frequency of subscription payments and a subscription fee.

11.6.2 When will you be charged?

The first subscription fee will be due at the end of the free trial period. Subsequent subscription fees will be charged according to the selected subscription plan.

11.6.3 How will you be charged?

Subscription fees will be debited from the card initially used when you signed up.

11.6.4 How much will you be charged?

You will be charged a subscription fee corresponding to your subscription plan (VAT included).

11.6.5 When will my subscription end?

Your subscription will remain active until you indicate your wish to cancel it or when a payment is declined.

11.6.6 Cancellation of subscription

You can cancel your subscription at any time using the unsubscribe section of our website, directly from your member area, or by contacting us by email. Once your subscription is cancelled, you will no longer be able to use our services and you will no longer be charged.

11.6.7 Refund policy

Once your subscription fees have been charged, you will not be entitled to any refund.

11.6.8 We may, at our sole discretion, reduce the subscription fee at any time. This reduction will take effect from the date on which notice of the change is communicated to you (either by email to the email address registered on your account, or via a notification addressed to you in the "Member Area" on the site).

12. OUR LIABILITY FOR LOSS OR DAMAGE SUFFERED BY YOU

12.1 Refund for non-compliance

If we do not comply with these terms or do not provide the Service correctly, and if this occurs within the first 14 days, we will refund you the Service fees.

12.2 We do not exclude or limit in any way our liability to you where it would be unlawful to do so

This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights relating to the service as summarised in paragraph 10.2.

12.3 We are not liable for business losses

We only supply products for domestic and private use. If you use the products for any commercial, business or re-sale purpose we shall have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

13. REFUND POLICY

13.1 General overview

Our refund policy is designed to ensure transparency and fairness in all transactions. Eligibility for a refund depends on the nature of the service purchased, the timing of the request and whether any part of the service has already been provided.

13.2 Refunds for services not provided

If we are unable to provide any of the services you have paid for, or if we withdraw a service before it has been provided, you will receive a full refund of the amount paid for that specific service. Refunds will be made using the same payment method you used for your initial purchase.

13.3 Refunds for service issues

If a service has not been performed with reasonable care and skill, or has not been delivered within the agreed timeframe (see clause 4.4), you are entitled to request that we repeat or correct the service. If we are unable to do so within a reasonable time, you may be entitled to a partial or full refund, as required by the Consumer Rights Act 2015.

13.4 Subscription refunds

13.4.1 Once a subscription fee has been charged after the free or paid trial period, it is non-refundable, as stated in clause 11.6.7.

13.4.2 If you cancel your subscription, this will stop future billing and access to the service, but previously charged amounts will not be refunded.

13.4.3 If a technical error or double billing occurs, we will investigate and process a refund for any confirmed overpayment within 14 days.

13.5 Refund method and timing

Approved refunds will be processed to the original payment method used. Refunds will normally be issued within 14 days of approval or receipt of confirmation that the service was not provided.

13.6 Non-refundable situations

Refunds will not be granted in the following cases:

• The service or subscription has already been partially or fully provided.
• The customer provides incorrect or incomplete information preventing the provision of the service.
• The cancellation occurs after the start of the provision of the service.
• Refund requests are based solely on dissatisfaction with processing times that were clearly stated as estimates.

13.7 How to request a refund

To request a refund, please contact our customer service team at contact@my-trip-online.com or via your Member Area. Include your full name, order number and a brief explanation of your request. Each refund request will be reviewed in accordance with this policy.

14. HOW WE MAY USE YOUR PERSONAL INFORMATION

We will only use your personal information as set out in our Privacy Policy.

15. OTHER IMPORTANT TERMS

15.1 We may transfer this agreement to someone else

We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens, and we will ensure that the transfer will not affect your rights under the contract.

15.2 You may not transfer your rights to someone else

You may not transfer your rights or your obligations under these terms to another person.

15.3 Nobody else has any rights under this contract

This contract is between you and us. No other person shall have the right to enforce any of its terms. Neither you nor we will need to get the agreement of any other person to end the contract or make any changes to these terms.

15.4 If a court finds part of this contract illegal, the rest will continue in force

Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

15.5 Even if we delay in enforcing this contract, we can still enforce it later

If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the services, we can still require you to make the payment at a later date.

15.6 Intellectual property rights

All intellectual property rights in, arising out of or in connection with the Site and our Services shall be owned by us. You acknowledge that, in respect of third party intellectual property rights in the Services, your use of the intellectual property rights is conditional on our obtaining a written licence from the relevant licensor on terms which entitle us to licence such rights to you.

15.7 Which laws apply to this contract and where you can bring legal proceedings

These terms are governed by Dutch law and you may bring legal proceedings regarding the products before the Dutch courts.

15.8 Fast-track e-commerce services

Our fast-track e-commerce services are provided on a best-effort basis. We will work diligently to process your order and issue the requested service as quickly as possible. However, we cannot be held liable for any delay or failure to meet the expected delivery time by the customer. Circumstances beyond our control may impact the timeliness of our services. Please note that applications submitted after the optimal deadline may experience additional processing delays, due to submission schedules practiced by airports.