Terms and Conditions

Terms and Conditions & Privacy Policy of the eTravel App

Welcome to eTravel:

By using this application, you agree to abide by the terms and conditions outlined below. Please read them carefully before using the app.

Definitions:

User: Any individual who downloads or uses the app. Service: All features and content provided by the app, including flight bookings, accommodation, and tours. Developer: The entity that owns and operates the app.

1. About Us and Contact Information:

eMiza Travel is a comprehensive digital platform offering users direct management of their trips via the eTravel mobile application, accessible from anywhere at any time. Our services include flight bookings, hotel reservations, bus tickets, car rentals, tour packages, and more to offer a unique travel experience.

Contact Us:

Phone: 0900500000

WhatsApp: +218927419585

Facebook Page (Messenger): https://www.facebook.com/eTravel.ly

1. Your Account Details:
2. You confirm that all account information you have provided is true, accurate, current, and complete. If you choose, or are provided with, a user identification code, password, or any other piece of information as part of our security procedures, you must treat this information as confidential and must not disclose it to any third party.
3. You fully understand and agree that we shall not be held liable for any losses incurred as a result of your failure to treat this information as confidential.
4. You are responsible for maintaining the security of the information and password associated with your personal account.
5. You may not use any part of the content on the eTravel app for commercial purposes without obtaining a license from us or our licensors to do so.
6. We reserve the right to disable any user identification code or password, whether chosen by you or assigned by us, at any time, if we reasonably believe that you have failed to comply with any of these terms.
   • If you know or suspect that someone else knows your user identification code or password, you must notify us immediately.
   • If you suspect that an unauthorized or fraudulent booking has been made through the app using your payment method, you must contact our customer service team immediately. We bear no responsibility for such situations.

1. Using the Application:
2. The user of the eTravel application must have legal capacity and be over 18 years of age to be responsible for accepting the terms and conditions set by eMiza and capable of complying with them.
3. Any interaction with the eTravel app must be in accordance with the terms and conditions set by the company.
4. You must ensure the accuracy and correctness of the information and data you provide to the application.
5. Maintaining the confidentiality of your personal account information and data on the eTravel app is your sole responsibility.
6. eTravel reserves the full right to exclude or block any person from using the app for any reason it deems appropriate, including but not limited to, violation of the app's terms and conditions.
7. You acknowledge that using the eTravel application does not constitute entering into any partnerships or employment relationships with eMiza or any of its affiliated entities.

1. Prohibited Uses:

You may use the eTravel app only for lawful purposes. For example, but not limited to, you may not use our website or services:

• In any way that breaches any applicable local, national, or international law or regulation.

• In any unlawful, fraudulent, unauthorized, or abusive manner, or with any unlawful or fraudulent purpose or effect.

• To harm or attempt to harm minors in any way.

• To knowingly send, receive, upload, download, use, or re-use any material that does not comply with our content standards stated below.

• To send or procure the sending of any unsolicited or unauthorized advertising, promotional material, or any other form of similar solicitation (spam).

• To knowingly transmit or upload any data or material that contains viruses, Trojan horses, worms, time-bombs, spyware, adware, or any other harmful programs or similar computer code designed to adversely affect the operation of any computer software or hardware.

1. Providing Accurate Information:

You confirm that all details you provide when making a booking (such as your name, ID information, contact details, payment information, and travel dates) are accurate and complete.

If you notify us of any incorrect details provided by mistake, we will assist in attempting to update the booking details; however, we cannot guarantee that the service provider will allow such changes—especially identity-related ones.

Once your booking is completed, you will receive a confirmation email from us. You must verify the booking details and contact us immediately if any information is incorrect.

When using our booking services, you must not: 

• Use an invalid or unauthorized bank card or account.
• Impersonate any person or misrepresent your identity.
• Violate any laws, regulations, or legal requirements.
• While we make every effort to ensure our website is up to date, we cannot guarantee that all bookings will be available at the time of your request. If the booking you attempted is unavailable for any reason, we will inform you as soon as possible.

1. How can we use your personal information:

Based on our strict privacy policy, we understand that providing information online requires a great deal of trust on your part. We take this trust seriously and make it a top priority to ensure the security and confidentiality of the personal information you provide when using the eTravel app or our services. Please read this privacy policy carefully before providing us with your personal information to understand our privacy practices.

When does this privacy policy apply?

• This privacy policy applies to information related to you as an identifiable person that is collected by the eTravel app.
• This privacy policy does not apply to anonymous data that does not reveal your identity in any way.
• This app may contain links to third-party websites. eMiza and the eTravel app are not responsible for the privacy practices or content of such third-party websites. We recommend that you read the privacy policies of those websites carefully.

1. What Personal Information Does eTravel Retain About You and Others?

The eTravel app collects the information you provide directly and uses it to deliver the services you request. For example, you may provide us with your name, gender, date of birth, mobile number, email address, and other details.

• When you create an account on the eTravel app.
• When booking flights, bus tickets, hotel stays, or any services we offer through the app, you may provide passenger names, genders, and passport numbers.
• When booking hotels, you may also provide the names of all travelers.
• When making payments, you may provide your card number, mobile number linked to the bank, credit card number, cardholder name, expiration date, and more.
• To help us personalize our services for you, we may also collect travel plans, departure dates, check-in and check-out times, seat preferences, and ticket preferences.
• If you contact our customer service team or communicate with us via other channels (such as social media), we will also collect information like your name and contact details through these channels. This includes recording phone calls made to or from our customer service team.
• If you are traveling with others or booking on behalf of someone else, you will need to provide similar personal details to eTravel. However, it is your responsibility to ensure that the individuals whose information you are providing are informed and have agreed to share their personal data with eTravel for these purposes.

1. How does the eTravel app use my personal information?

eTravel collects and uses your personal information generally for the following purposes:

• We will use your personal information to complete and manage your online booking.
• When you create an account on eTravel, we will use the information you provide to manage your account and grant you the requested features. You can use your account to perform various operations, such as managing bookings, adjusting personal settings, adding frequently used passenger information, reviewing past bookings, rating services, managing payments, and more.
• Responding to your inquiries and requests through our customer service, which operates 24/7 to assist you when needed.
• Communicating with you and responding to your questions or requests, and handling them, as well as sending messages related to your booking (such as confirmation messages or reminders to complete incomplete bookings, etc.). We may also send you surveys or invite you to provide feedback about our services, and more.
• We monitor customer accounts to prevent, investigate, and/or report fraud, terrorism, counterfeiting, security incidents, or crimes, in accordance with applicable laws.
• Your phone conversations with our customer service representatives may also be recorded when you answer or make calls to us. These recordings may be used to monitor the quality of our customer service, verify the accuracy of information you provide, prevent fraud, or for internal staff training purposes.
• We verify payments. If you use a credit card for payment, we also use third parties to verify the validity of the sorting code, account number, and card number you provide to prevent fraud.
• To manage investigations and complaints, we use the information you provide to investigate any complaints received from you or others regarding our app or services. We also use relevant data for legal claims, compliance, regulatory purposes, and investigations as necessary (including disclosing such information in relation to legal proceedings or litigation).
• For legally required purposes. In certain cases, we may need to use your information to handle legal disputes, regulatory investigations, and compliance, and to respond to requests from government or law enforcement authorities conducting an investigation, or to enforce the terms and conditions related to any services provided by eMiza Tourism Services as reasonably expected.

1. How does eTravel share my information?

We may share your booking information, account details, device data, and location information with internal distribution platforms within our company and third parties, such as the partners detailed below, to ensure successful service delivery:

• Service Providers: Including, but not limited to, hotels, airlines, travel agencies, scenic site operators, event organizers, and vendors who fulfill your booking needs. eTravel does not control these service providers, and the personal information disclosed to them is subject to their applicable privacy policies and security practices. Therefore, we encourage you to review the privacy policies of any travel service provider from whom you purchase products through eTravel.
• Financial Institutions and Third-Party Payment Agencies: When making a booking or requesting a refund, we will share relevant information with the associated financial institutions or third-party payment agencies. Since we consider it essential for fraud detection and prevention, we will also share other necessary information (such as your email address and phone number) with the relevant financial institutions.

1. Privacy Policy Updates

eMiza Tourism Services may update this privacy policy when necessary. Please understand that we may revise this privacy policy at times we deem appropriate. We will indicate the date of the latest update, and the updated policy will become effective upon its publication. Without your explicit consent, eMiza will not reduce your rights under this privacy policy. Therefore, you should review this privacy policy regularly to stay informed of our most recent practices.

1. Liability

We shall not be held liable for any losses or damages you may incur due to the following:

• Incorrect details (such as name, identification data, nationality, contact details, payment information, dates, and times) provided when making a booking. This includes, but is not limited to, losses or damages resulting from:
  • Inability to contact you regarding important booking information due to incorrect contact details provided by you.
  • Your inability to use a booking (e.g., boarding a flight) because the identification details (including nationality) you provided during booking do not match those in your passport.
  • Failure to obtain the required documents, such as a valid passport, visa, or proof of vaccinations.
  • Failure to obtain appropriate travel insurance.
  • Your inability to use a booking (e.g., boarding a flight) due to:
    • Violation of the terms and conditions of the relevant provider.
    • Arriving late or not having sufficient time for check-in, boarding, passport control, or security checks.
    • Your behavior being deemed unacceptable by the provider.
    • Missing a connecting journey due to your own actions or errors.
• Duplicate bookings or bookings made in error.
• Any international payment fees charged by your account provider, alternative currency exchange rates used by your provider when paying in a different currency, or fluctuations in exchange rates.
• Any direct communications between you and the provider.
• Any inaccurate guest reviews or star ratings.
• Incorrect, inaccurate, outdated, or incomplete payment information provided by you.
• Use of any interactive space in our app in violation of our content standards outlined in these terms.
• Traveling to or near a destination with travel warnings or restrictions in place.

• Events beyond our control, including but not limited to:

  • Acts of God, floods, droughts, earthquakes, or other natural disasters;
  • Epidemics or pandemics;
  • Terrorist attacks, wars, uprisings, riots, threats or preparations for war, armed conflicts, sanctions, embargoes, or the severing of diplomatic relations;
  • Nuclear, chemical, or biological contamination or sonic boom;
  • Any law or action taken by a government or public authority;
  • Internet, system, or device instability and computer viruses or hacker attacks.

• Violation of These Terms:

Failure to comply with these terms or applicable laws and regulations may lead us to take any or all of the following actions at any time without prior notice:

• Rejecting or canceling any bookings associated with your name, email address, or account, including bookings made on behalf of suppliers.
• Canceling any points, vouchers, incentives, promotional rewards, or other benefits that you may have earned or received previously or withdrawing them.
• Immediate, temporary, or permanent revocation of your right to use the eTravel app and/or our booking services.
• Issuing a warning to you.
• Taking legal action against you to recover all costs on a compensatory basis (including, but not limited to, reasonable administrative and legal costs) resulting from the violation.
• Disclosing this information to law enforcement authorities when we believe it is necessary or as required by law.
• Taking any other measures we deem appropriate, at our sole discretion.
• You agree that we will not be liable for any loss or damage resulting from your failure to comply with these terms. You are responsible for any losses we incur due to your use of the eTravel app and/or our booking services in a manner that does not comply with these terms.
• If we cancel your booking, we have the right not to provide an explanation or disclose the reason at our sole discretion.
• If we cancel your booking, you are not entitled to a refund. This may occur if you violate our terms or any applicable laws, or if the supplier's terms do not allow refunds, or if we decide, at our sole discretion, that you are ineligible for a refund due to suspected fraud or misuse.
• In the event we refuse your access to our service, you agree not to attempt to use our app or services under a different name or through another user.
• If you believe your booking was canceled by mistake or that you are entitled to a refund, please contact our customer service team, without us being liable for any losses or costs in such cases.

1. Complaints:

For questions or complaints about the eTravel app or booking services, contact our customer support team.

1. What Laws Apply in Case of Disputes?
2. These terms are governed by the laws of the State of Libya in accordance with the Libyan judicial system.
3. Any disputes will be resolved through the competent Libyan judicial authorities.
4. These terms and any resulting matters or those arising in connection with their subject matter or formation will be interpreted in accordance with the laws of the State of Libya, although this will not deprive you of any mandatory consumer rights under the laws of the country where you reside.

1. Payment and Currency:
2. Your eTravel wallet must be recharged through one of the available payment methods.
3. Exchange rates are calculated based on the rate on the date of the transaction.
4. When paying in advance online, you will pay the specified amount shown on the payment page. However, if you pay in a different currency, the account provider you are using may apply an alternative exchange rate, which you are responsible for confirming.
5. Your account provider may charge you fees for international payments.
6. You acknowledge that when paying at the time of using the booking, the exchange rate may change between the time of booking and the time of payment.
7. If you encounter a problem during payment, please do not attempt to pay again. You can confirm whether your booking was successful by contacting us through the contact numbers provided above.
8. The financial value in your wallet in the app can be refunded after deducting the cash-out fee. Please refer to the commission table for details.
9. You can withdraw your funds from the wallet at any time with a 4% commission fee.

1. Important Information About Flights:

We will provide you with information whenever possible about:

• Check-in times and boarding times.
• Seat selection.
• Allowed baggage weight and related restrictions.
• Whether it is possible to book tickets for infants/children.
• It is your responsibility to ensure that you have enough time for check-in, security checks, and passport control upon arrival at the relevant airport terminal.
• You must prepare the required travel documents for your trip (such as passports and visas) before traveling.
• Please note that your flight tickets must be used in the specified sequence of your itinerary. Otherwise, the airline may not allow you to check in or board the flight. For example, if you do not use your outbound flight ticket, the airline may not allow you to use your return ticket, according to the airline's policy.

1. Travel Preparations:
2. It is your responsibility to ensure that you have the appropriate insurance and the required travel documents for your trip. This includes (but is not limited to) passports, visas, security clearances (for certain countries), and medical documents (such as proof of vaccinations).
3. We do not guarantee that you can travel to or near any destination without risk.
4. It is your responsibility to check for any travel warnings or restrictions related to the destination you are traveling to and/or nearby, both before booking and before traveling.

1. Trees Points:
2. 100 Trees Points = E-Wallet credit
3. 300 Trees Points = Business class ticket booked in Y class
4. 500 Trees Points = 50% discount on one ticket
5. 1000 Trees Points = One free ticket

Trees Points accumulate based on miles traveled (1,000 miles = 1 point).

1. Refund Policy:
2. Overview: eMiza Tourism Services is committed to providing our customers with the best travel experience. We understand that changes may sometimes be necessary, which is why we offer a flexible refund policy to ensure your complete satisfaction.
3. Right to Refund Without Penalties: If there is a change in the booking (such as date or destination changes) that does not align with your preferences or needs, the customer is entitled to a full refund without penalties, provided that the airline or service provider approves a full refund without penalties according to their policies.
4. Booking Cancellation Policy: Some bookings are subject to different refund policies depending on the terms and conditions of service providers such as hotels or airlines. Customers will be informed of these policies at the time of booking. If the customer decides to cancel the booking for personal reasons, penalties will apply according to the policies of the relevant airlines and service providers. These policies and penalties are clarified to the customer before completing the purchase to ensure full transparency. Customers may obtain specific policy details for each service provider by contacting our customer service team, who will provide all necessary information regarding potential penalties and any applicable additional fees.
5. Refund Procedures: Once a refund request is approved, the amount will be returned to the customer’s wallet within the eTravel app. The customer can use this amount to make new bookings through the app. If the customer wishes to transfer the amount from the wallet to their bank account, they must contact our customer service through our official communication channels. We will provide them with all the necessary information regarding the refund process and any applicable fees, after which the request will be reviewed and the bank transfer will be processed once all details are verified.
6. E-Services Fees: Any changes or cancellations made to a booking are subject to specific service fees related to the app. Please refer to the fee table below:

Overview:

We are the owner and licensee of all patents, copyrights, trademarks, trade names, domain names, design rights, rights in computer software, database rights, and all other intellectual property rights, whether registered or unregistered, in the eTravel app. All such rights are reserved.