These Terms and Conditions ("Terms") apply to all travel bookings made with CalmGetaways Travel and Tourism L.L.C-FZ, a company incorporated in the United Arab Emirates with License Number 2203591.01, having its registered address at Meydan Grandstand, 6th floor, Meydan Road, Nad Al Sheba, Dubai, United Arab Emirates ("we," "us," or "our").
By booking travel services through us (via website, email, phone, social media, or in person), you agree to be bound by these Terms. Please read them carefully before making any booking.
1. Booking and Payment
1.1 Booking Confirmation
All bookings are subject to availability. A booking is only confirmed once we issue written confirmation and receive the applicable deposit or full payment.
1.2 Payment Terms
- A deposit or full payment may be required at the time of booking, depending on the travel service provider's policies.
- Final balance (if any) must be paid by the due date communicated in your booking confirmation.
- Failure to pay on time may result in cancellation and forfeiture of any deposits.
1.3 Accepted Payment Methods
We accept payments via credit card, bank transfer, and other approved methods as advised at the time of booking. If you have been offered a discount or promotional rate, your payment method options may be limited. In such cases, we will inform you of the acceptable payment methods at the time the discount is offered. Failure to use the specified method may result in the discount being revoked and the full standard rate being reapplied. All payment transactions are processed securely through approved and encrypted channels. We do not store your full payment card details. By submitting your payment, you confirm that you are authorized to use the selected payment method and that all information provided is accurate.
2. Prices and Charges
2.1 Price Accuracy
We make every effort to ensure that all prices quoted on our website, marketing materials, and during direct communication are accurate at the time of publication. However, due to the nature of dynamic pricing and supplier-led rate changes, occasional discrepancies or errors may occur.
In the event of a pricing error or a supplier-driven price adjustment after an initial quote but prior to booking confirmation, we reserve the right to correct the price and notify you. You will have the option to accept the corrected price or cancel the booking without penalty. Once a booking is confirmed and paid, the price will not change, except where required due to government-imposed taxes, surcharges, or exchange rate fluctuations (where applicable).
We reserve the right to withdraw an offer or correct pricing at any time before final confirmation, even after an invoice or provisional itinerary has been issued.
2.2 Inclusions and Exclusions
Your booking confirmation email or quotation will clearly specify what is included in the package, this may include accommodations, transfers, meals, excursions, cruise fares, or flights.
Unless explicitly mentioned, the following are typically not included:
- Visa application fees or embassy charges
- Personal expenses (e.g., souvenirs, optional tours, minibar, laundry)
- Tips or gratuities for service staff, guides, or drivers
- Travel insurance
- Entry fees to attractions unless stated
- Airport or hotel porterage
- Meals and beverages not specifically listed
It is your responsibility to carefully review the inclusions and exclusions at the time of booking and raise any questions before making payment.
2.3 Taxes and Fees
All prices include UAE VAT where applicable under Federal Tax Authority regulations unless otherwise stated. However, additional charges, including city taxes, resort fees, port charges, or tourism levies - may be applied by third-party suppliers at the destination. These must be paid directly by the traveler unless stated otherwise in your booking confirmation.
Some cruise lines and international suppliers may also apply fuel surcharges or government-imposed taxes after your booking has been confirmed. These will be passed on to you at cost, and you will be notified in writing should this occur.
3. Travel Documentation
3.1 Passport and Visa
It is your sole responsibility to ensure that all travelers in your booking hold valid passports, visas, entry permits, and any other documentation required for your destination(s). Passports must typically be valid for at least six (6) months from the date of return.
We do not accept liability if you are refused entry into a country due to incorrect, missing, or expired documents. You must check the latest requirements with the relevant embassies or consulates well in advance of travel, as visa and entry policies are subject to change.
CalmGetaways may assist with visa guidance upon request, but we do not guarantee visa issuance. Any failure to obtain a visa, or denial of entry due to documentation issues, will not entitle you to a refund.
3.2 Travel Insurance
We strongly recommend that all clients purchase comprehensive travel insurance at the time of booking. Your policy should cover medical expenses, trip cancellations or curtailments, personal liability, loss or damage to luggage, and any other relevant risks.
Proof of insurance may be required for certain trips. Some travel suppliers or destination countries may deny service or entry if you are not adequately insured. CalmGetaways is not responsible for any costs incurred due to a lack of insurance coverage.
We do not provide insurance advice and recommend reading the policy terms carefully to ensure adequate protection for your trip.
4. Changes and Cancellations
4.1 Changes by You
You may request changes to your booking (e.g., traveler name corrections, date adjustments, upgrades) in writing by email. All such requests are subject to availability and approval by CalmGetaways Travel and Tourism L.L.C-FZ and our third-party suppliers (such as airlines, hotels, or cruise lines).
We will make reasonable efforts to accommodate change requests. However, amendment fees may apply, which can include:
- Administrative fees charged by CalmGetaways
- Charges levied by the supplier (which may be substantial, especially close to the departure date)
Certain changes, including name changes for airline or cruise bookings, may be treated as cancellations and rebookings by suppliers, in which case full cancellation charges may apply. You will be notified of all applicable costs before the changes are processed.
We strongly advise making change requests as early as possible to avoid higher costs and limited availability.
4.2 Cancellations by You
All cancellations must be submitted in writing by the lead passenger or booking party via email to your CalmGetaways travel advisor or our official contact channels.
Cancellation charges vary depending on the type of service booked and the terms of the suppliers involved (e.g., airlines, cruise lines, hotels, tour operators). These charges can range from partial forfeiture to 100% of the booking amount, particularly for non-refundable or promotional fares.
Upon receipt of your cancellation request, we will:
- Confirm the applicable cancellation charges based on supplier terms and the time of cancellation
- Inform you of the net refundable amount (if any)
- Process the cancellation and refund (if applicable) within the timeline specified by the supplier
Refunds, where applicable, will be made in the same form of payment used during booking or alternative mode, subject to supplier timelines and less any cancellation or administrative charges.
We recommend purchasing travel insurance that covers cancellation due to unforeseen circumstances.
4.3 Changes or Cancellations by Us
We reserve the right to modify or cancel any part of your booking due to:
- Force majeure events (e.g., war, terrorism, natural disasters, pandemics, government restrictions)
- Supplier operational issues (e.g., cruise line rerouting, flight schedule changes, hotel closures)
- Situations beyond our reasonable control
This also includes cases where a third-party supplier (such as a cruise line, airline, hotel, or tour operator) makes changes or cancels their services. In such cases:
- We will act as your intermediary to negotiate a suitable alternative of equal or higher value
- If no alternative is available, or you do not accept the proposed alternative, we will process a refund according to the cancellation & refund terms set by the supplier
We are not responsible for additional costs or losses incurred due to these changes, including but not limited to:
- Travel insurance fees
- Visa fees
- Independently arranged transport or accommodation
- Missed connections or non-refundable third-party arrangements
We will notify you as soon as reasonably possible in the event of a change or cancellation and aim to minimize disruption to your travel plans. However, compensation is limited to what the supplier provides. CalmGetaways is not liable for consequential damages or losses unless required by UAE consumer law.
5. Responsibility and Liability
5.1 Role as Agent
CalmGetaways Travel and Tourism L.L.C-FZ acts solely as an intermediary between you (the customer) and the third-party travel service providers (e.g., airlines, cruise lines, hotels, ground operators, insurance providers). Your booking is a contract between you and the relevant supplier. While we facilitate bookings and provide support, we do not operate or control the services provided by these suppliers.
Accordingly, CalmGetaways is not responsible or liable for:
- The performance or failure of services by the supplier
- Any acts, errors, omissions, negligence, or conduct (whether wrongful or otherwise) of the suppliers or their personnel
Your legal recourse in the event of dissatisfaction or dispute lies with the relevant service provider, and not with CalmGetaways.
5.2 Supplier Terms
By making a booking through us, you agree to be bound by both these terms and the specific terms and conditions of each travel service provider. These may include but are not limited to:
- Baggage allowances
- Cancellation policies
- Payment and refund conditions
- Check-in requirements
- Insurance obligations
- Health and safety protocols
We will make reasonable efforts to communicate key supplier terms to you, but you are responsible for reviewing and complying with them. Failure to adhere to supplier rules may result in denied service, penalties, or cancellation without refund.
5.3 Limitation of Liability
To the maximum extent permitted by applicable law, CalmGetaways shall not be liable for any direct, indirect, incidental, special, or consequential loss or damage arising out of or in connection with:
- Personal injury, illness, psychological trauma, or death
- Loss, damage, or theft of personal property or baggage
- Delays, overbookings, missed connections, or changes to travel services
- Cancellation or disruption due to force majeure, including but not limited to:
- Natural disasters
- War or acts of terrorism
- Civil unrest
- Epidemics or pandemics
- Technical or weather-related flight diversions
- Government travel bans or entry restrictions
- Natural disasters
- Any additional expenses incurred as a result of the above (e.g., alternative transport, meals, accommodation, or lost income)
We are also not liable for any dissatisfaction with accommodations, tour quality, or other service elements unless these were directly provided by CalmGetaways and the deficiency is proven to be a result of our negligence.
In any event, and subject to applicable law, the maximum liability of CalmGetaways shall not exceed the total amount paid by you for the affected portion of your travel booking.
We strongly recommend that all travelers obtain comprehensive travel insurance to cover medical emergencies, cancellations, trip interruptions, and personal liability.
6. Health, Safety & Conduct
6.1 Health Requirements
It is your responsibility to ensure that you are physically and mentally fit for travel. You must:
- Meet the health and vaccination requirements of your destination and any countries transited.
- Comply with all medical protocols as set by governments, airlines, cruise lines, hotels, or tour operators — including but not limited to mandatory vaccinations, COVID-19 testing, mask-wearing, and quarantine procedures.
- Disclose any pre-existing medical conditions or mobility concerns to us at the time of booking so we can advise you appropriately. We are not liable for any disruption to your travel plans resulting from undeclared medical issues or failure to meet health entry requirements.
CalmGetaways and its suppliers reserve the right to deny boarding or participation in activities if you fail to meet mandatory health standards, in which case no refund will be issued.
6.2 Behavior and Conduct
You are expected to conduct yourself in a respectful, lawful, and responsible manner throughout your trip. We reserve the right, without liability or refund, to:
- Refuse your booking
- Deny you participation in all or part of the travel services
- Remove you from a group or tour
- Involve law enforcement if necessary
…if your behavior is, in our sole discretion or that of our suppliers:
- Disruptive, abusive, threatening, or aggressive toward staff, service providers, or other guests
- Causing damage to property
- A danger to yourself or others
- Violating the laws or customs of the host country
In such cases, any costs arising from removal, repatriation, fines, damage, or additional arrangements will be solely your responsibility. No refund or compensation will be provided for any unused services.
We also reserve the right to report serious conduct issues to authorities or future travel providers where deemed necessary.
7. Special Requests
We will do our best to accommodate any special requests you make at the time of booking. This includes, but is not limited to:
- Dietary requirements or food allergies
- Accessible rooms or mobility assistance
- Room location or bedding preferences
- Adjoining or connected rooms
- Special occasions (e.g., honeymoon setups, birthdays)
However, please note the following:
- Requests are not guaranteed: While we will pass all requests on to the relevant supplier(s), we cannot guarantee that they will be fulfilled. These requests are subject to availability and operational feasibility.
- Requests are not part of the contract: Special requests do not form part of your booking contract, and failure to fulfill them will not be considered a breach of contract or grounds for cancellation or refund.
- Medical-related needs: If your request involves a medical condition or essential need (e.g., refrigerated storage for medication, wheelchair-accessible accommodation), please inform us in writing at the time of booking. We may require documentation and will confirm if such needs can be reasonably accommodated. Failure to notify us in advance may result in denial of service without compensation.
- Airline and cruise policies: Some airlines, cruise lines, or hotels have specific procedures or forms for handling special needs or requests, and we will assist you in completing them where applicable.
We advise confirming all special arrangements in writing. Where applicable, suppliers may charge additional fees, which will be communicated to you in advance.
8. Complaints and Disputes
8.1 Complaints
We take customer satisfaction seriously and aim to resolve any issues as quickly and fairly as possible. If you encounter a problem during your trip:
- Report it immediately: Please notify both the relevant service provider (e.g., hotel, airline, cruise line) and CalmGetaways at the earliest opportunity. Many issues can be resolved on the spot if addressed promptly.
- Contact CalmGetaways: You may reach us via the contact details provided in your travel documents. Delays in reporting may affect our ability to assist or offer recourse.
- Follow-up in writing: If the issue is unresolved during travel, please submit a formal complaint to us in writing within 14 days of your return. Include all relevant details (e.g., booking reference, dates, names, nature of the issue, and any supporting evidence like photos or receipts).
- Third-party limitations: As we act as an agent between you and service providers, we will escalate the matter on your behalf but are not liable for their decisions or policies. Resolution depends on the terms of the relevant provider.
We will acknowledge all written complaints within 5 working days.
8.2 Governing Law and Jurisdiction
These Terms are governed by the laws of the United Arab Emirates. Any disputes shall be resolved in the courts of Dubai.
9. Privacy and Data Protection
We process personal information in accordance with our Privacy Policy (link to full privacy policy). By booking with us, you consent to such processing and confirm that all data provided is accurate.
10. Intellectual Property
All content on our website and marketing materials—including text, images, logos, and branding—are the property of CalmGetaways or its licensors. Unauthorized use is prohibited.
11. Marketing and Promotions
11.1 Promotional Offers
From time to time, CalmGetaways Travel and Tourism L.L.C-FZ (“CalmGetaways”) may advertise promotional offers, discounts, coupon codes, or special rates via its website, email newsletters, social media channels, or partner platforms. These offers are:
- Subject to availability at the time of booking.
- Non-transferable and may not be exchanged for cash or combined with other offers unless expressly stated.
- Time-limited, and may have specific eligibility criteria (e.g., first-time customers, minimum spend, travel dates, payment method).
11.2 Changes and Withdrawals
We reserve the right to:
- Modify, suspend, or withdraw any promotional offer or marketing campaign at any time without prior notice.
- Refuse the application of a promotional offer if we reasonably suspect misuse, fraud, or breach of the offer’s terms.
11.3 Errors and Misprints
Despite our best efforts, promotional content may occasionally contain pricing errors or inaccuracies. In such cases, CalmGetaways is not bound to honor the incorrect price and reserves the right to correct the error and notify affected customers.
11.4 Marketing Communications
By engaging with CalmGetaways (e.g., subscribing to newsletters, making bookings), you consent to receive occasional marketing communications by email, SMS, or other channels. You can opt out at any time using the unsubscribe link or by contacting us directly.
11.5 Images and Illustrations
Marketing content may contain images for illustrative purposes only. The actual services or accommodations provided may differ in detail (e.g., room layout, views, decor) depending on the supplier and destination.
12. Contact Information
CalmGetaways Travel and Tourism L.L.C-FZ
License No: 2203591.01
Meydan Grandstand, 6th floor, Meydan Road
Nad Al Sheba, Dubai, United Arab Emirates
Email: hello@calmgetaways.com
Phone: +971 58 550 1071