JAZEERA HOLIDAYS

Website Terms & Conditions

Prepared for Jazeera  Holidays

Document Control

Definitions

1. Acceptance of Terms

1. By accessing, browsing, using the website, or making a booking, you confirm that you have read, understood and accepted these Terms & Conditions.
2. If you do not agree to these Terms & Conditions, you must not use the website or make bookings through it.
3. You confirm that you are at least 18 years old and legally capable of entering into binding contracts.
4. If you make a booking on behalf of other travellers, you are responsible for ensuring that all travellers are aware of and comply with these Terms & Conditions, supplier conditions, fare rules, hotel policies and travel requirements.

2. Our Role and Responsibilities

Jazeera  Holidays acts as an online travel platform and, in most cases, as an intermediary between the customer and the relevant supplier. We provide booking access, customer support coordination and operational follow-up, but the actual delivery of each service remains subject to the relevant supplier terms and availability.

3. Customer Responsibilities

• Provide accurate traveller names, contact details, dates, destinations and payment information.
• Check all booking details before payment and immediately after receiving confirmation.
• Carry valid passport, visa, residence permit, vaccination certificate, entry permit, onward ticket, travel insurance, consent letters for minors and any other required document.
• Arrive at the airport, hotel, transfer pickup point and activity meeting point within the required time.
• Read and accept supplier cancellation, amendment, no-show and refund conditions before confirming any booking.
• Keep evidence for claims, including receipts, screenshots, call logs, photos at pickup location, hotel confirmation, airline notifications and supplier messages.
• Use the website only for legitimate personal travel bookings and not for fraudulent, speculative, automated or unauthorised commercial activity.

4. Website Use, Accuracy and Technical Issues

5. We aim to keep all website information accurate and up to date; however, travel content is supplied by third parties and may change without notice.
6. Prices, taxes, availability, hotel descriptions, room types, bed types, meal plans, facilities, images, star ratings and policies are subject to supplier confirmation.
7. In the event of an obvious pricing error, currency error, system glitch, incorrect availability, duplicated booking, or payment mismatch, we may reject, amend or cancel the booking and refund amounts paid, unless the customer agrees to pay the confirmed difference.
8. We do not guarantee that the website will operate continuously, without interruption or without technical errors.

5. Prohibited Use

• Making false, speculative, duplicated, fraudulent or abusive bookings.
• Using bots, scrapers, spiders, automated tools, deep links, framing or mirroring without written permission.
• Uploading viruses, corrupted files, harmful code or unlawful content.
• Interfering with the website, infrastructure, source code, layout, booking path or security controls.
• Posting defamatory, threatening, obscene, hateful, discriminatory, fraudulent, misleading or unlawful material.
• Infringing trademarks, copyright, intellectual property, privacy or publicity rights.
• Attempting unauthorised access to accounts, payment data, private areas or customer information.

If we reasonably believe that these rules have been breached, we may warn the user, remove content, restrict access, cancel bookings, report the activity to relevant authorities, blacklist the user, or take legal action.

6. Flights Terms

9. All flights are subject to Jazeera Airways conditions of carriage, ticket rules, fare rules, baggage rules, airport regulations and applicable aviation laws.
10. Flight timings may result in early hotel arrival or late hotel departure. The customer is responsible for arranging early check-in or late check-out where required unless included in the package.
11. Schedule changes, cancellations, delays, diversions and denied boarding are handled according to airline policy and applicable regulations. Any impact on hotels, transfers or activities will be assessed separately under supplier rules and package support policy.
12. Ancillary services such as baggage, seat selection, meals, lounge access, priority services or insurance may be non-refundable unless the airline or supplier confirms otherwise.
13. Jazeera Airways Holidays does not guarantee visa approval, immigration clearance, boarding acceptance or destination entry.
14. The Customer remains solely responsible for complying with all immigration, entry, transit and health requirements.

7. Hotels Terms

15. Hotel bookings are subject to hotel and supplier availability, rate rules, cancellation policy, amendment conditions, no-show policy and local regulations.
16. Room names, room views, bed types, smoking preference, connecting rooms, high floor, honeymoon setup and other special requests are not guaranteed unless expressly confirmed in writing by the hotel.
17. Hotel star rating and classification follow local standards or supplier-provided classification and may vary by country.
18. Hotel prices usually include taxes and service charges shown during booking, but some hotels may collect mandatory local charges directly, such as city tax, tourism fee, resort fee, security deposit, destination fee, gala dinner fee or occupancy tax.
19. Insurance is not included in hotel rates unless expressly shown in the booking.
20. If the hotel is overbooked, closed, unavailable or unable to honour the confirmed booking, we will coordinate with the supplier and hotel to provide a reasonable alternative of similar category where possible, or process refund according to supplier confirmation.

8. Transfers Terms

21. Transfer bookings are subject to supplier rules, pickup time, waiting time, vehicle availability, local traffic and customer punctuality.
22. The customer must be at the pickup location at the time stated on the voucher and must keep the phone number provided in the booking reachable.
23. If the driver does not arrive, the customer must immediately call the driver and the emergency number shown on the voucher, take screenshots of call attempts, take a photo at the pickup location, and keep any taxi invoice paid.
24. If a flight delay causes a missed transfer, eligibility for replacement transfer, taxi reimbursement or compensation depends on supplier policy, insurance coverage, package type and approval from the operations team.
25. No-show caused by customer delay, incorrect pickup point, unreachable phone, missing documents or failure to follow voucher instructions may be non-refundable.

9. Activities Terms

26. Activities, tours, attraction tickets and experiences are subject to supplier terms, weather, minimum number of participants, opening hours, safety rules and local regulations.
27. Some activities are date-specific, time-specific, non-refundable or non-amendable once confirmed.
28. The customer is responsible for checking age limits, health restrictions, dress code, meeting point, required documents and arrival time.
29. If an activity is cancelled by the supplier, we will coordinate an alternative date, replacement activity or refund according to supplier confirmation.

10. Dynamic Packages Terms

30. Dynamic packages may combine different suppliers and each component may have separate cancellation, amendment, refund and no-show rules.
31. A package price is confirmed only after all selected components are successfully booked and paid.
32. If one component fails during booking, the full package may not be confirmed. We may offer an alternative, request price difference approval, or cancel and refund the affected amount.
33. Changing one component of a package may affect other components and may create additional charges, penalties or non-refundable amounts.
34. Customers should not assume that a flight cancellation automatically makes hotel, transfer or activity components refundable unless confirmed by the relevant supplier or covered by insurance / customer compensation policy.

11. Cancellation, Amendment and No-Show

All amendments must be requested through Jazeera Airways Holidays customer support. Amendments are subject to availability, supplier approval, fare / rate difference and service fees where applicable.

12. Refund Policy and Refund Matrix

35. Refund requests may be submitted through the customer account or by contacting support with booking reference, traveller name, reason and supporting documents.
36. Refund timelines depend on supplier approval, airline policy, hotel policy, payment gateway processing and bank processing time.
37. Refunds are normally returned to the original payment method. Currency conversion, bank fees and card issuer charges are not controlled by Jazeera Airways Holidays.
38. Convenience fees, service fees, add-on service charges, coupon discounts and office processing fees are non-refundable unless required by law or expressly approved. Payment processing fees and merchant charges are non-refundable unless required by law.
39. For walk-in customers visiting the Kuwait office for change requests or processing, a service fee of KWD 10 per passenger may apply, unless waived by management.

13. Operational Disruption Scenarios

14. Customer Compensation Policy

Compensation is not automatic and depends on the cause of disruption, supplier responsibility, evidence provided, insurance coverage, applicable law and management approval. Where approved, compensation may be provided as refund, partial refund, replacement service, voucher, taxi reimbursement or goodwill credit.

• Customer-caused issues are normally not eligible for compensation.
• Supplier-caused issues require written confirmation or sufficient evidence.
• Flight disruption compensation is handled according to airline rules and applicable aviation regulations.
• Hotel, transfer and activity compensation is handled according to supplier rules and Jazeera Airways holidays customer care policy.
• Goodwill gestures do not constitute admission of liability and may be offered case by case.

15. Payment, Credit Cards, Currency and Fraud

40. Payments are charged in Kuwaiti Dinar unless otherwise stated during checkout.
41. Display currency is for customer convenience only and may not represent the final card billing currency.
42. Foreign cards may be subject to currency conversion, issuer fees or bank charges outside our control.
43. We do not store credit or debit card data. Payment information is processed through certified payment providers using secure and encrypted channels.
44. If a booking shows signs of fraud, abuse, suspicious activity, chargeback manipulation or unauthorised card use, we may cancel the booking, restrict the account, request additional verification, report the case, and take civil or criminal action where appropriate.

16. Chargeback and Fraud Policy

• Customers should contact support first before initiating a chargeback, so the case can be investigated properly.
• Unjustified chargebacks may result in cancellation of future services, account restriction, blacklisting and recovery of losses, penalties, legal fees and supplier charges.
• We may request identification, card verification, proof of relationship to cardholder or travel documents before issuing tickets or vouchers.
• Refunds already processed may take time to appear depending on card issuer and bank processing timelines.

17. Privacy and Data Protection

We collect and process customer data only for legitimate travel booking, payment, customer support, fraud prevention, legal compliance and service delivery purposes. Customer information may be shared with airlines, hotels, transfer providers, activity suppliers, DMCs, payment providers, insurance providers, government authorities and technology partners where required to complete or support the booking.

• Customers must ensure all personal data provided is accurate and authorised.
• Passport, nationality, date of birth, contact information and special assistance details may be required by suppliers or authorities.
• We apply reasonable security measures; however, no online system can be guaranteed to be completely risk-free.
• Customers may contact support for privacy-related questions, correction requests or data handling inquiries.

18. Intellectual Property

All website content, design, text, graphics, logos, trademarks, software, booking flow and other materials are protected by copyright, trademark and intellectual property laws. Customers may not copy, modify, distribute, reproduce, publish, sell, license, scrape, frame or exploit any website content without prior written approval.

19. Third-Party Links

The website may contain links to third-party websites for convenience. We do not operate or control those websites and are not responsible for their content, policies, products, services, security, accuracy or availability. Use of third-party links is at the customer’s own risk.

20. Indemnity and Limitation of Liability

 To the maximum extent permitted by applicable law, the Customer shall indemnify and hold harmless Jazeera Holidays, Jazeera Airways, their directors, officers, employees, agents, contractors and partners from and against any claims, losses, liabilities, damages, penalties, costs and expenses (including reasonable legal fees) arising out of or in connection with the Customer's breach of these Terms and Conditions, misuse of the Website, provision of inaccurate or misleading information, unlawful conduct, fraud, failure to obtain or maintain required travel documentation, or breach of any applicable supplier terms and conditions.To the maximum extent permitted by applicable law, Jazeera Holidays shall not be liable for any indirect, special, incidental, consequential, punitive or exemplary damages, including loss of profit, loss of opportunity, loss of enjoyment, additional personal expenses or non-financial loss, whether arising in contract, tort (including negligence) or otherwise, except to the extent that such liability cannot be excluded or limited under applicable law.

 Jazeera Holidays acts as an intermediary for third-party travel suppliers and shall not be responsible for the acts, omissions, errors, service failures, insolvency or performance of any third-party supplier, including hotels, airlines, transfer providers, DMCs, activity operators, insurers or payment service providers, except where liability cannot be excluded under applicable law.

Except where prohibited by applicable law, the aggregate liability of Jazeera Airways Holidays, Jazeera Airways, their directors, officers, employees, agents, contractors and partners arising out of or in connection with any booking, package, travel service or these Terms and Conditions, whether in contract, tort (including negligence), breach of statutory duty or otherwise, shall not exceed the total amount paid by the Customer for the affected booking.

Jazeera Holidays acts as an intermediary for third-party travel suppliers and shall not be responsible for the acts, omissions, errors, service failures, insolvency or performance of any third-party supplier, including hotels, airlines, transfer providers, DMCs, activity operators, insurers or payment service providers, except where liability cannot be excluded under applicable law or to the extent caused by Jazeera Holidays' own negligence, wilful misconduct, or breach of these Terms and Conditions.

21. Force Majeure

We are not liable for failure or delay in performance caused by events beyond reasonable control, including but not limited to severe weather, natural disasters, war, terrorism, civil unrest, strikes, government restrictions, epidemic, pandemic, airport closure, airspace closure, supplier insolvency, cyber incident, system outage, utility failure, border closure, visa suspension or similar events. In such cases, we will support the customer where reasonably possible, subject to supplier rules, airline rules, insurance coverage and applicable law.

No refund, compensation or reimbursement shall be payable where the disruption is caused by a Force Majeure event unless required by applicable law or expressly approved by the relevant supplier.

22. Kuwait Consumer Protection and Governing Law

These Terms & Conditions are governed by the laws of Kuwait. Customers agree to submit to the jurisdiction of the courts of Kuwait, without prejudice to mandatory consumer protection rights that may apply under Kuwaiti law. Nothing in these Terms & Conditions is intended to exclude rights that cannot legally be excluded.

23. Contact and Emergency Support

24. Publication Checklist