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Legal / Terms and Conditions

Standard Terms and Conditions of Contract for Travelstart Qatar.


All quotations or estimates provided by or bookings made with and/or all services rendered by or on behalf of Travelstart FZ-LLC heron in referred to as the "Company" are done under local IATA licensed agencies in Qatar, and are subject to the terms and conditions ('the Conditions'), as set out below.

Travelstart Online Operations (Pty) Ltd, located at 56 Shortmarket Street, Cape Town, 8001 is part of the Travellab Group, located at Sebbarp Kvarnhem, 24033, Löberöd, Sweden.

The Client and Authority

The person requesting quotations or estimates or making a booking or to whom any services are rendered, is deemed to have read and accepted the Conditions and to have the authority to do so on behalf of the person in whose name the estimate or quotation or reservation is requested and/or provided and/or the person to whom the services are rendered (collectively referred to as ‘the Client(s)').

Third Party Service Providers

The Company provides Clients with travel and/or other services acting as agents for disclosed principals engaged in or associated with the travel industry, such as airlines (collectively referred to as ‘the Principal'). The Company represents the Principal as agents only and accordingly accepts no liability for any loss, damage, injury, illness, harm or death which any Client may suffer as a result of any act or omission on the part of or the failure of the Principal to fulfil their obligations, whether in relation to travel arrangements, accommodation or otherwise. The contract in use by the Principal (which is often solely constituted by the ticket issued by the Principal), shall constitute the sole contract between the Principal and the Client and any right of recourse the Client may have, will be solely against the Principal. The Company will provide the identity, terms and conditions of all the Principals if so requested by the Client relevant to the service being provided for the Client's booking. It's the Client's responsibility to familiarize themselves with such terms and conditions (‘the Principal's Conditions').

Booking Enquiries and Reservations

Once the Client has filled in all applicable fields to initiate an enquiry regarding a particular destination, trip, tour or mode of travel on the Company's website (‘Website’), or has responded to an advertisement verbally or in writing, via e-mail or the internet or has, without reference to any of the aforesaid, asked for more details telephonically (collectively referred to as ‘the Enquiry'), the Website, the Company will prepare and provide the Client with an estimated cost of the Enquiry (online,by e-mail or telephonically) (‘the Estimate'). This Estimate is accepted by the Client when the Client proceeds with the steps as specified on the Website or accepts the Estimate verbally over the phone or via email. Full payment of the total value of the Estimate (‘the Price') as specified in the Estimate is required in order to confirm reservations with Principals (‘the Booking'). Once the online booking or booking as affected by the Company has been completed and the Client has authorized the Company to process the payment by submitting the Booking for reservation, the Client will be supplied with an email that will contain the final details of their Booking (‘the Booking Confirmation Form'). In the case of air tickets, full payment for the Booking needs to be made by midnight on the day that the Booking was made in order to guarantee the estimate quoted according to the Booking Confirmation Form.

Destination Selection

The Client acknowledges that it has selected the itinerary and destination(s) constituting the Booking based on information gleaned from the internet or from other sources. The Client also acknowledges that the internet booking has been compiled and is managed and up-dated by the Principal over which the Company has no control. Accordingly the Company cannot and does not guarantee that the itinerary and/or any destinations will comply in whole or in part with such advertised on the internet or from other sources. Any right of recourse in that regard will be solely against the Principal.

Payment and Payment Terms

The full Payment is due immediately by Visa or MasterCard and must reflect in the bank account of Travelstart by midnight Gulf Standard Time on the day that the Booking was made. If the full Payment is not received by the aforementioned deadline, the Company or Third Party Service Provider (as the case may be) involved reserves the full right to cancel the Booking. In the event that payment has been made after the day that the Booking was made, the Client will be liable for any difference in price should the Client still want to proceed with the Booking at the altered price.

Travelstart Qatar currently operates as Travelstart FZ-LLC located in Shatha Tower, Dubai Media City, Dubai (UAE). All payments are processed in United Arab Emirates Dirham (AED), while refunds will be processed in United States Dollars (USD). Therefore conversion charges shall be levied if payment is made from another country and/or in another currency other than United Arab Emirates Dirham (AED). This fee is driven by the global treasury of the applicable credit card and is impacted by the change in daily exchange rates.


Prices are quoted at the ruling daily exchange rate. Until the Company has received payment of the Price in full, it reserves the right to charge any fluctuations to the Client's account and the Client undertakes to pay for any such fluctuation on demand. The onus will be on the Client to check that there have been no changes in the Price prior to making full and final payment. Airfares are subject to the price and conditions quoted by the airlines. However, once payment of the Price in full has been received, the Price is guaranteed provided that the payment was made by midnight on the day that the Booking was made. Should the Client be a group booking and the group number deviates from the number required for the Booking, the Principal may reserve the right to re-cost the Price and raise a surcharge. Should any Client refuse to accept and pay such surcharge, it may result in the Principal cancelling the Booking and refunding any payment made less the surcharge by the Company and/or Principals (The Company will be entitled to retain any service fees charged).

Service Fee

These fees cover the costs incurred by the Company in booking and servicing your travel reservation.

Responsibility/Hold Harmless

The Proposed Travel Arrangements are made on the express condition that the Company, its employees and agents, shall not be responsible for, and shall be exempt from, all liability in respect of loss, damage, accident, injury, illness, harm, trauma, death, delay or inconvenience to any Client (which shall be deemed to include the heirs, executors, administrators or assigns of the Client), their luggage, or other property, wherever, whenever and however the same may occur. The Client indemnifies and holds harmless the Company, its employees and agents accordingly. The Company, its employees and agents shall furthermore not be liable for any indirect and/or consequential loss or damages whatsoever.


It is strongly advised that all Clients take out adequate insurance cover in order to cover instances such as cancellation due to illness, accident or injury, personal accident and personal liability, loss of or damage to baggage and sports equipment. (Note that is not an exhaustive list). The Company will not be responsible or liable if the Client fails to take adequate insurance cover. It shall not be obligatory upon the Company to effect insurance for the Client except upon detailed instructions given in writing and all insurance effected by the Company pursuant to such instruction will be subject to such exceptions and conditions as may be imposed by the insurance company or underwriters accepting the risk. The Company shall not be obliged to obtain separate cover for any risks so excluded. Should the insurers dispute their liability for any reason, the Client will have recourse against the insurers only. Please note that various credit card companies may offer limited levels of travel insurance, which the Company does not consider sufficient cover for international travel. The Client is advised to check with their respective credit card companies in order to obtain the specific details of the cover offered.

Travel Documents

Documents (vouchers, itineraries etc.) are only prepared and released on receipt of payment of the Price in full.

Passports, Visas and Health

It is the entirely the Client's responsibility to ensure that all passports and visas are current, valid, obtained on time, and will be valid for six months after return to their home country and that any vaccinations, inoculations, prophylactic (e.g. for malaria) and the like, where required, have been obtained. The Client is strongly advised to check the relevant requirements with the Embassies and Consulates before travelling. The Company will endeavour to assist the Client but such assistance will be at the Company's discretion and the Client acknowledges that in doing so, the Company is not assuming any obligation or liability and the Client indemnifies the Company against any consequences of non-compliance. It is the Client's duty to familiarize him/herself with the inherent dangers of and mental and/or physical condition required for the Proposed Travel Arrangements.

Warning: Malaria and other tropical Diseases

Certain parts covered by the Client’s itinerary may be areas where there is a high-risk of malaria and other tropical diseases. The Client is strongly advised to take the necessary precautions in this regard and hence we recommend that the Client checks with their medical practitioner before departure or a medical practitioner well versed in tropical diseases immediately upon arrival at any tropical or sub-tropical destination. If this has not been done prior to departure, it is imperative to do so upon return.

Amendment Fees

An amendment fee per Booking may be levied for any changes to the confirmed itinerary and or ticket. This is charged in addition to the change fees charged by the Principal and other Third Party Service Providers.


In the event of the Client cancelling the Booking, the Company shall have the right to either claim an amount or to retain an amount of the payment as cancellation fees payable to the Company. The Principals may reserve the right to cancel any services prior to departure, in which event the entire payment for the ticket will be refunded to the Client without any further obligation on the part of the Company.

The Company will charge a fee for processing the request for refund. (Clients should refer to the 'Refunds' section of these Conditions, as well as the cancellation provisions contained in the Principal's Conditions and the Website. Principals may charge cancellation fees over and above these stated here).

Unscheduled Extensions

In the unlikely event of there being an unscheduled extension to the final itinerary caused by flight re-scheduling, flight delays, bad weather, strikes or any other cause which is beyond the control of the Company, its agents or the Principal, it is understood that expenses relating to these unscheduled extensions (hotel accommodation etc.) will be for the Client's account.

Itinerary Variations and Transfers

While every effort is made to keep to the final itinerary in accordance with the Client’s application, Principals and/or the Company reserve the right to make changes intended for the Client's convenience e.g. in some cases, weather conditions can necessitate an alteration in the itinerary and this does not constitute any reason for a refund. It is the Client's duty to check each amendment to the itinerary.

Law and Jurisdiction

UAE law and jurisdiction of the UAE courts will govern the relationship between the Client and the Company. The Company shall be entitled to institute any legal proceedings arising out of or in connection with this contract in any court of competent jurisdiction in the UAE.


The Client agrees that he/she will at all times comply with the Company's or others' requirements in regard to his/her conduct and he/she will not in any way constitute a nuisance to any other passenger on the aircraft.

Special Requests

Clients who have special requests must specify such requests. Whilst the Company will use its best endeavours to accommodate such requests, it does not guarantee that it always can.

Amendments of these Conditions

No amendment, cancellation or waiver of any term or right referred to herein shall be valid or binding unless reduced to writing and signed by both the Client and a duly authorized representative of the Company.


No refunds will be considered in any circumstances whatsoever by the Company if the Client has not purchased the 'Cancellation and Refund Policy' at the time of making the booking. Refunds by the Principals will be subject to their respective terms and conditions. The Company will charge a fee for processing a request for refund. Principals may charge refund fees above those stated here.

Foreign Exchange Regulation Compliance

Foreign Exchange Regulation Compliance is the Client's exclusive duty. This will apply especially when the Client instructs the Company to make and pay for travel arrangements on the internet.

E-ticketing: Documents required for travelling

The Client must be ready to show their passport or identity document and e-ticket at the check-in counter of the airline concerned. Certain airlines may require a copy of the credit card used to make payment in addition the above mentioned documents. Passport or identity document will apply to all members of a travelling party and for each minor travelling, including infants.

It's the customer's responsibility to ensure that the name supplied to the agency during the booking process matches exactly what is written on his/her passport/ID card, and that any discrepancy will result to change fees and sometimes to buying an entirely new ticket at the customer’s charge.

Internet Bookings

If the Client requests or instructs the Company to affect bookings via the internet, the Client irrevocably authorizes the Company to do the following on his behalf: (1) make any selections of and for the Proposed Travel Arrangements (2) make payment of a booking and ancillary services and (3) accept booking conditions.

Limitation of Liability

The Company, its officers, directors, servants or agents will under no circumstances be liable for any claim, loss, damage or injury suffered by any person whether to their person or property, howsoever caused whether or not arising from any act, omission, default, or negligence on the part of the Company, unless such claim is due to the gross negligence of the Company, its officers, directors, servants or agents and such claim is lodged in writing with the Company within 30 (thirty) days after such a claim arises. Such liability will be subject to a limitation of QAR 7500 per Client per Booking and under no circumstances will the Company be liable for any indirect or consequential loss or damage.

All liability is excluded to the fullest extent permitted by applicable law including any implied terms as the content of this Website is provided 'as is' without warranties of any kind. The Company reserves the right to change all the contents of this Website at any time without notice to the client.

Legal Fees

The Client will be liable for all legal fees of an attorney in the event that the Company has to engage a lawyer to enforce any of his rights or otherwise.


Subject to statutory constraints or compliance with an order of court, the Company undertakes to deal with all Client information of a personal nature on a strictly confidential basis.

Confirmation of Travel Arrangements

All onward travel arrangements must be reconfirmed by the Client 72 (seventy-two) hours prior to departure.

General Terms and Conditions for Online Bookings

Bookings Online

Please note that over and above these online terms and conditions, all bookings are subject to Travelstart Qatar Standard Terms and Conditions ('STC') which appear above - where there is a conflict between the two, the STC will prevail.

Intellectual Property

The website is owned by Travelstart Online Travel Operations Pty Ltd and the domain name is registered in the name of Travelstart Online Travel Operations Pty Ltd . All intellectual property rights in and to the afore mentioned vests in the owners as indicated. None of the content or data found on this site may be reproduced, sold, transferred, or modified without the express written permission of Travelstart Online Travel Operations Pty Ltd.

Copyright and Trademark Notices

All contents of this Website is registered to: ©2006 Travelstart Online Travel Operations, Pty Ltd., 7th Floor, 56 Shortmarket Street, corner Shortmarket and Long Street, Cape Town, 8000, South Africa. All rights reserved. Travelstart Online Travel Pty Ltd. and the blue circle logo are either registered trademarks or trademarks of Travelstart Online Travel Pty Ltd. Other product and company names mentioned herein may be the trademarks of their respective owners.

Changes and Modifications of these Terms and Conditions

Travelstart Qatar may make future changes, deletions or modifications to such terms and conditions, information, graphics, products, features, functionality, services, and links at any time without notice and the Client's subsequent viewing or use of this Website will constitute the Client's agreement to the changes, deletions and modifications.

Travelstart Qatar reserves the right to change the terms, conditions, and notices under which this Website is offered and the Client agrees to accept and be bound by those terms, conditions, and notices that are in effect at the time of the Client's use of this Website and facilities.

Access and Use

This Website is offered to the Client on condition that the Client accepts, without modification, the terms, conditions, and notices contained herein. The Client's use of this Website constitutes the Client's agreement to all such terms, conditions, and notices.

Access to and use of this Website is entirely at the user's risk.

Travelstart Qatar may discontinue or suspend the Website at any time without notice, and it may block, terminate or suspend any user's access at any time for any reason in its sole discretion, even if access continues to be allowed to others.

Personal and noncommercial Use Limitation

This Website is for the Client's personal and non-commercial use. The content and information on this Website (including, without limitation, price and availability of services), as well as the infrastructure used to provide such content and information, is proprietary to Travelstart Qatar or its suppliers and providers. Accordingly, as a condition of using this Website, the Client agrees not to use this Website or its contents or information for any commercial or non-personal purpose (direct or indirect), such as for resell purposes. Whilst the Client may make limited copies of the Client's travel itinerary (and related documents) for services purchased through this Website, the Client agrees not to modify, copy, distribute, transmit, display, perform, reproduce, publish, license, create derivative works from, transfer, or sell or re-sell any information, software, products, or services obtained from this Website. In addition, whether or not the Client has a commercial purpose, the Client agrees not to:


  1. access, monitor or copy any content or information of this Website using any means such as robot, spider, scraper or other automated means or any manual process for any purpose without express written permission of Travelstart Qatar;
  2. violate the restrictions in any robot exclusion headers on this Website or bypass or circumvent other measures employed to prevent or limit access to this Website;
  3. take any action that imposes, or may impose, in the discretion of Travelstart Qatar, an unreasonable or disproportionately large load on the Travelstart Qatar infrastructure; or
  4. deep-link to any portion of this Website (including, without limitation, the purchase path for any services) for any purpose without express written permission of Travelstart Qatar.

Liability Disclaimer

The information, software, products, and services published on this Website may include inaccuracies or typographical errors. In particular, Travelstart Qatar does not guarantee the accuracy of the products displayed on this Website (including, without limitation, photographs, lists of hotel amenities, general product descriptions, etc.), much of which information is provided by the respective Principals. Travelstart Qatar disclaims liability for inaccuracies relating to the aforementioned information and descriptions. Hotel ratings displayed on this Website are intended as only general guidelines, and Travelstart Qatar does not guarantee the accuracy of the ratings. Changes are periodically added to the information herein. Travelstart Qatar and/or their respective suppliers may make improvements and/or changes on this Website at any time.

Travelstart Qatar, and/or their respective suppliers make no representations about the suitability of the information, software, products, and services contained on this Website for any purpose, and the inclusion or offering for sale of any products or services on this Website does not constitute any endorsement or recommendation of such products or services by Travelstart Qatar. All such information, software, products, and services are provided "as is" without warranty of any kind. Travelstart Qatar and/or their respective suppliers hereby disclaim all warranties and conditions with regard to this information, software, products, and services, including all implied warranties and conditions of merchantability, fitness for a particular purpose, title, and non-infringement.

The carriers, hotels and other suppliers providing travel or other services for Travelstart Qatar are independent contractors and not agents or employees of Travelstart Qatar or its affiliates. Affiliates include websites which click-through to Travelstart Qatar is not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting thereof. Travelstart Qatar and its affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expense, omissions, delays, re-routing or acts of any government or authority.

In no event shall Travelstart Qatar and/or their respective suppliers be liable for any direct, indirect, punitive, incidental, special, or consequential damages arising out of, or in any way connected with, the use of this Website or with the delay or inability to use this Website or for any information, software, products, and services obtained through this Website , or otherwise arising out of the use of this Website, whether based on contract, tort, strict liability, or otherwise, even if Travelstart Qatar and/or their respective suppliers have been advised of the possibility of damages. Because some states/jurisdictions do not allow the exclusion or limitation of liability for consequential or incidental damages, the above limitation may not apply to you.

Travel Destinations

By offering travel for sale to particular international destinations, Travelstart Qatar does not represent or warrant that travel to such points is advisable or without risk, and is not liable for damages or losses that may result from travel to such destinations.


The Client agrees to defend and indemnify Travelstart Qatar and/or their respective suppliers and any of their officers, directors, employees and agents from and against any claims, causes of action, demands, recoveries, losses, damages, fines, penalties or other costs or expenses of any kind or nature including, but not limited to, reasonable legal and accounting fees, brought by:

  1. the Client or on the Client's behalf in excess of the liability described above; or
  2. by third parties as a result of
    1. the Client's breach of this Website terms, conditions and notices or the documents referenced herein;
    2. the Client's violation of any law or the rights of a third party; or
    3. the Client's use of this Website.

No unlawful or prohibited Use

As a condition of the Client's use of this Website, the Client warrants that the Client will not use this Website for any purpose that is unlawful or prohibited by these terms, conditions, and notices or any other prohibitions unlawful in terms of UAE law.

Links to other Websites

There are links on this Website which allow a user to visit the sites of third parties. Neither these sites nor the companies to whom they belong are controlled by Travelstart Qatar and Travelstart Qatar makes no representations and gives no warranties concerning the information provided or made available on such sites nor the quality or acceptability of the products or services offered by any persons or entities referenced in any such sites. Travelstart Qatar's inclusion of hyperlinks to such websites does not imply any endorsement of the material on such websites or any association with their operators. Travelstart Qatar has not tested and makes no representations regarding the correctness, performance or quality of any software found at any such sites. The Client should research and assess the risks which may be involved in accessing and using any software on the internet before using it. The Client is deemed to indemnify Travelstart Qatar against any claims for loss or damage arising from the Client’s use of or of information gained from or from accessing any such linked sites.

Applicable Law

Please note that the use of this Website is subject to the STC and specifically subject to UAE law and the jurisdiction of UAE courts.


This agreement is governed by the laws of the United Arab Emirates. Use of this Website is unauthorized in any jurisdiction that does not give effect to all provisions of these terms and conditions, including, without limitation, this paragraph.

The Client agrees that no joint venture, partnership, employment, or agency relationship exists between the Client and Travelstart Qatar as a result of this agreement or use of this Website.

Travelstart Qatar's performance of this agreement is subject to existing laws and legal process, and nothing contained in this agreement is in derogation of Travelstart Qatar's right to comply with law enforcement requests or requirements relating to the Client's use of this Website or information provided to or gathered by Travelstart Qatar with respect to such use.

If any part of this agreement is determined to be invalid or unenforceable pursuant to applicable law including, but not limited to, the warranty disclaimers and liability limitations set forth above, then the invalid or unenforceable provision will be deemed superseded by a valid, enforceable provision that most closely matches the intent of the original provision and agreement shall continue in effect.

This agreement (and any other terms and conditions referenced herein) constitutes the entire agreement between the customer and Travelstart Qatar's with respect to this Website and it supersedes all prior or contemporaneous communications and proposals, whether electronic, oral, or written, between the customer and Travelstart Qatar with respect to this Website.

Any rights not expressly granted herein are reserved.

Entire Contract

All the terms and conditions displayed on this Website constitute the entire terms of the relationship between the parties. There exist no other terms, conditions, warranties, representations, guarantees, promises, undertaking or inducements of any nature whatsoever (whether verbal, written or electronic) regulating the relationship and the Client acknowledges that he/she has not relied on any matter or thing stated on behalf of the Company or otherwise that is not included herein.


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