Terms and conditions

www.peonytrips.com act as an independent online travel agency for the third-party suppliers: such as airlines (low-cost airlines as well), car hires, hotel companies, tour operators, consolidators, e-visas and travel insurance services. This clarifies that whenever you make a booking with us the contract for the product is between you and the supplier which may also include airlines' conditions.

The following list below are the frequently asked questions by most of our customers in respect to their bookings. You can contact us if you do not find your questions here and we will be happy to answers all of your queries.

www.peonytrips.com welcomes you to its website - www.peonytrips.com which includes its mobile, desktop, and mobile application or any feature available on www.Peonytrips.com (collectively known as 'Website’). www.Peonytrips.com is designed for personal and non-commercial usage. Hereby, terms like we, us, our or www.Peonytrips.com refer to www.peonytrips.com. The terms like "you" or "“your" refer to the user of www.peonytrips.com

1.Pricing: -

Prices displayed on Peony Trips are subject to change at any time without prior notice. The fare is only guaranteed once you have purchased the ticket and we have issued a Passenger Name Record (PNR) for you. Please be aware that airlines may adjust their prices without advance warning.

Once you submit your payment details, we will send you a Booking Confirmation email. This email will include your booking reference number, travel itinerary, passenger details, and baggage allowances. If you do not receive this confirmation, your booking is not complete. You must authorize the confirmation email so that we can proceed with issuing your ticket according to the agreed terms.

In the event of any price changes before ticket issuance or other travel services, we will notify you. However, once tickets or services are issued, no price changes will occur.

2.Payment and Currency: -

All prices on Peony Trips are listed in GBP. We reserve the right to cancel any booking if full payment is not received within the specified time frame.

3.Contractual Agreement: -

When you place an order for flight tickets, holiday packages, or other services, you are making an offer to purchase those services subject to our terms and conditions and the relevant supplier’s terms. A contract is formed once you agree to our booking conditions and make payment. By using Peony Trips, you agree to be bound by these terms. If you do not agree, you must refrain from using our services.

4.Checking Booking Details: -

Before completing your booking with Peony Trips, please take a moment to carefully review your entire itinerary to ensure that it meets your travel needs. Once your booking is confirmed, we will send a Booking Confirmation email to you. It is essential that you review this confirmation thoroughly upon receipt.

Please double-check all details, including passenger names, titles, dates of birth, and any other personal information. Any changes to these details after the booking has been confirmed may incur amendment fees or, in some cases, result in the cancellation of the booking.

5.Children and Unaccompanied Minors: -

Please be aware of the following guidelines regarding the travel of children, as per the air transport supplier's rules and restrictions:

• Children aged 2 and above at the time of the return flight must have a return ticket booked at the child fare for both the outbound and inbound flights. Failure to comply with this requirement may result in the non-refund of any seat charges incurred during travel.
• Children under 2 years of age will not be allocated their own seat on the aircraft unless a child fare has been specifically booked for them.
• Unaccompanied children under 16 will only be permitted to travel in accordance with the specific rules and restrictions of the airline or transport supplier.

6.Booking Through Phone: -

if you choose to make a booking by phone, please ensure that you provide us with all the necessary information, and that the details you provide are accurate. It is essential that all passenger details are provided exactly as they appear on their passports. Additionally, please ensure that the credit or debit card used for the booking is either your own, or that you have express authorization from the cardholder if using a third party’s card, with sufficient funds to cover the cost of your booking.

Please note that a booking made and confirmed by phone is as binding as a written confirmation. We do not guarantee the availability of any holiday package, flight, or individual components until payment is made or the instalment is completed and confirmed.

Once we accept your booking, we will process it (subject to availability) and debit the payment. From that point forward, fare conditions, changes, or cancellation charges will apply. We will then send you a confirmation email with your e-ticket and receipt.

Please review the details in your confirmation carefully and notify us immediately if anything appears incorrect, as changes may not be possible later. Any amendments to the booking after confirmation may incur additional costs, including supplier charges and applicable administrative fees.

7.Online Booking: -

When making an online booking with Peony Trips, please be aware that the process is fully automated, and it is your responsibility to ensure that all the information you provide is accurate and correctly entered. This includes, but is not limited to, your travel details, flight selection, hotel bookings, and any other arrangements. Additionally, all passenger details must match exactly as they appear on the passport.

We cannot be held responsible for any errors in the information you provide or how it is entered on our website. Any discrepancies or mistakes during the booking process may result in additional costs, which will be your responsibility to cover.

Please ensure that the credit or debit card you use for payment is either your own, or that you have express authorization from the cardholder if using a third party's card. Sufficient funds should be available to cover the full cost of your booking.

Once your booking is submitted and accepted, we will process it (subject to availability) and debit the payment from you. A confirmation email and receipt will be sent to you as soon as the transaction is complete.

Please note that we do not guarantee the availability of any packages, flights, or other individual components once you submit your booking request. Additionally, while we strive to provide a smooth booking experience, we cannot guarantee that our services will be free from technical issues, such as viruses or other disruptions.

8.Third Party Payments: -

Please be advised of the following important payment-related terms when booking with Peony Trips:

• Third-Party Payments: We do not accept third-party payments. The cardholder must be one of the traveller’s listed in the booking.
• Full Payment Requirement: Unless otherwise stated in our terms and conditions, full payment for all products and services is required at the time of booking, even if the arrangements are yet to be confirmed. Payment can be made using Switch/Delta cards and all major credit cards. Please note that we reserve the right to charge additional handling fees for payments made via credit or charge card. You will be notified of any such fees before the confirmation invoice is issued.
• Fraud Prevention and Verification: To protect both ourselves and the cardholder, we will conduct verification checks after payment is made. Additional security documentation, such as confirmation of address or a passport copy, may be required to verify the cardholder’s identity. If we request this information, please respond urgently to avoid delays.
• Advance Passenger Information (API): Many airlines and destinations now require Advance Passenger Information (API) to be submitted prior to travel. We may request this information, as well as passport copies, to verify the details required by airlines and relevant authorities.
• Credit Card Charges: Please note that any charges related to credit card transactions, including chargebacks, may be passed on to you. Additionally, all credit card charges are non-refundable.

9.Deposit Bookings: -

Please review the following important terms regarding deposits, price changes, and payments for flight tickets and packages:

• Price Adjustments: If there are any increases in airline fares between the time you pay a deposit and the time you complete the balance payment—such as increases in airport taxes, government fees, fuel surcharges, green taxes, or if the original booking inventory is no longer available—you will be responsible for covering these price differences in order to issue your ticket. If you are unable to pay the difference, the deposit is non-refundable, and we are not liable for any cancellations resulting from a forfeited deposit.
• Price Variations: All prices are subject to availability and may be withdrawn or varied without notice. Prices are per person and include taxes unless otherwise indicated. Advertised prices may apply only for specific travel dates. The correct price will be confirmed at the time of payment, and prices are not guaranteed until full payment is made.
• Deposits and Final Payment: To secure your travel arrangements, a non-refundable and non-transferable deposit may be required per person. We will inform you of the deposit amount and the due date for final payment when you make your booking. For online bookings, full payment is required at the time of purchase. Please note that we do not send reminders for balance payments.
• Non-Refundable Airfares and Services: Certain airfares and services, particularly those offered at competitive rates, may require full payment at the time of booking and may be non-refundable. We will collect all mandatory taxes at the time of booking; however, some countries may impose additional departure, hotel, or other taxes that must be paid locally. We recommend keeping sufficient local currency to cover these charges.

10.Baggage Allowance: -

Please be aware that each airline has its own policies regarding baggage allowance, fees, and restrictions. While Peony Trips makes every effort to display the most current baggage policies by sourcing details directly from airline websites, we cannot guarantee that the information is always up to date.

To ensure you have the most accurate and timely information, we strongly recommend that you verify baggage allowances and fees directly on the airline's website or by contacting them before your scheduled departure.

Please also note that any baggage fees are not included in the overall trip cost.

11.Passports /Visas/Health/Travel Documents: -

Please take note of the following important requirements regarding travel documentation for your upcoming trip:

• Passport and Visa Requirements: Passengers must possess a valid passport, visa (where applicable), and any international health documents required by the country you are visiting. Peony Trips will not be held liable for any financial or other consequences resulting from denied entry due to incorrect documentation or health precautions.
• Passport Validity: All traveller’s must ensure their passport is valid for international travel, with many countries requiring at least six months' validity beyond the date of return. Additionally, some countries may require a machine-readable passport and/or unstamped available pages. Any fines, penalties, delays, or expenditures incurred due to documentation not meeting the authorities' requirements will be your sole responsibility, except in cases where fault lies with us.
• Visa Waiver Programs: If you are traveling to Australia, Canada, or the United States, please be aware of the compulsory pre-registration requirements for their visa waiver programs. If you have registered previously, ensure that your registration is still valid and has not lapsed.
• Traveling with Minors: If you are traveling to South Africa with a child under the age of 18, you will need to present the child’s full unabridged birth certificate. Additional documentation is required if the child is traveling with only one parent or is unaccompanied. Failure to provide the necessary information during check-in may result in the denial of boarding.

12.Cancellation, Refunds and Changes: -

1. Cancellation: -

Please review the following information regarding our cancellation policy and associated fees:

• Cancellation Penalties: A cancellation penalty of £100 per passenger will apply in addition to any airline penalties for cancellations made prior to or after ticket issuance.
• Requesting a Refund: If you wish to cancel your booking and explore the possibility of claiming a refund, please contact us by telephone or email as your first step. We will advise you on whether the conditions of your ticket allow for a refund.
• Written Notification Required: To proceed with the cancellation, you must notify us in writing. If you do not inform us of your intention to cancel before the scheduled departure time or fail to check in, the airline will record this as a 'no show,' which will likely result in the forfeiture of all monies paid.
• Refund Processing: If a refund is permitted, please note that it may take 8-16 weeks to be authorized by the airline. Once authorized, the refund will be processed to the debit or credit card used for the original booking. It is essential to inform us if that card is no longer valid at the time of cancellation.
• Net Refund Amount: Any refund issued will be net of cancellation charges from the airline or tour operator.

2. Refunds: -

Please take note of the following important details regarding our refund policies and associated fees:

• Processing Fees for Refunds: Many airlines charge an additional fee to process refunds. All refunds will also be subject to Peony Trips standard administration fees. Please be aware that booking fees, postage costs, and any amendment fees you may have paid for previous changes are non-refundable.
• Non-Refundable Tickets: For non-refundable scheduled flight tickets, it may be possible to claim back any unused taxes; however, not all taxes are refundable. Some airlines may impose a fee for processing such requests, and in some cases, the fee may exceed the amount you could recover. Please inquire about this when cancelling your booking.
• Service Fees: The service fee portion of your booking is non-refundable. The maximum service fee could be up to £50.00 for domestic flights and £100.00 for international flights. If you fail to arrive at the airport before the check-in closure, it may result in a 'no show,' which renders such bookings completely non-refundable. Waivers may be granted by the airline in these cases, but this is at the airline's discretion.
• Refund Timeline: There is no fixed timeline for refunds to be reflected in your account (original form of payment). The procedure for processing refunds varies among different suppliers (consolidators or wholesalers) and airlines. After receiving your refund request, we will work with the relevant consolidators or airlines to process refunds, which may include obtaining waivers from the suppliers. Once the airline approves the refund, it may take additional time for the amount to appear on your credit card statement. Typically, this process can take 60-90 days from the receipt of your request.

3. Changes/Re-Issuance:

If you wish to change your booking, please reach out to us by telephone or email as your first step. We will advise you on whether the conditions of your ticket permit any changes.

• Written Confirmation: If a change is permitted, we may request written confirmation from you regarding your desire to alter the booking. Please note that any changes are subject to the availability limitations and restrictions imposed by the relevant travel supplier.
• Additional Costs: If the change results in an increase in the cost of your booking, you will be responsible for covering the additional expenses. All changes will also incur Peony Trips standard administration fees.
• Minimum Administration Charge: If you wish to make changes after our confirmation invoice has been issued—such as altering your departure date or accommodation—a minimum administration charge of £75 per person will apply. This fee is in addition to any further costs incurred while making these alterations, including charges imposed by service providers. Be aware that these costs may increase as your departure date approaches, so we encourage you to contact us as soon as possible.
• Non-Changeable Arrangements: Please be aware that some travel arrangements may be non-changeable once a reservation has been processed. In such cases, amendment charges could equal the total cost of your holiday. Certain travel arrangements may also incur a 100% cancellation charge if any alterations are requested after the reservation has been made.
• Written Confirmation Required: All changes must be confirmed to us in writing.

4. Changes by the Supplier/Airlines

Please be aware of the following important information regarding potential changes or cancellations to your flights:

• Airline Discretion: Airlines reserve the right to make schedule changes or, in rare cases, to cancel flights for operational reasons. Peony Trips is not responsible for these changes and has no control over such decisions. However, we will do our best to assist you when such situations arise.
• Flight Cancellations: In the unlikely event that your flight is cancelled by the airline or tour operator, your rights and remedies will be governed by the supplier’s conditions or the airline’s conditions of carriage. Depending on the situation, you may be entitled to:
• (a) Carriage on another flight with the same airline without additional costs.
• (b) Re-routing to your destination with another carrier without additional costs.
• (c) A full refund.
• (d) Other rights or remedies as applicable.
• Schedule Changes: If there are schedule changes prior to the commencement of your journey, it is not always necessary to have your tickets reissued or revalidated. We will advise you if this is required.
• No Responsibility for En-Route Changes: Please note that Peony Trips takes no responsibility for any flight rescheduling that occurs en-route.

13.Contract: -

We would like to remind you of the following important terms and conditions related to your booking:

• Acceptance of Terms: The individual who makes the booking accepts these terms and conditions on behalf of all members of the party and is responsible for all payments due from the entire party.
• Non-Transferable Rights: You may not assign, convey, subcontract, delegate, or otherwise transfer your rights, duties, or obligations under these terms and conditions.
• Modifications to Terms: The provider reserves the right to modify these terms and conditions at any time. Your continued use of this website is conditional upon the terms and conditions in effect at the time of your use.
• Severability: If any provision of these terms and conditions, or any part of any provision, is found to be illegal, invalid, or unenforceable, the remaining provisions or the remainder of the provision concerned shall continue in effect.
• Entire Agreement: These terms and conditions, together with any others incorporated or referred to within them, constitute the entire agreement between you and the provider regarding their subject matter. They supersede all previous understandings and agreements (whether oral or written) related to the subject matter and may not be amended or modified except in writing or by the provider making such amendments available on this website.

14.Complaints: -

We value your experience and want to ensure that any concerns you may have are addressed promptly. Please take note of the following procedures regarding complaints and disputes:

• Contact the Supplier: If you have a complaint regarding any travel arrangements or services provided by a third-party supplier, it is essential that you contact the appropriate supplier immediately. The provider cannot be held liable for any loss or damage suffered by you in these circumstances.
• Requesting Assistance: If you are unable to resolve any issue to your satisfaction directly with the supplier, the provider may, at its discretion, offer reasonable assistance to help resolve the problem. To request assistance in resolving a dispute with a supplier, please email us at support@eticketdesk.com no later than 28 days from the date of your return.
• Required Information: In your email, please include:
• Full details of your complaint.
• The name of the supplier concerned.
• A copy of any report you received related to the issue.
• Your booking reference number.
• Provider's Liability: The above steps represent the entire extent of the provider's liability and obligations in the event of a claim where we act as the booking agent. Please note that the terms and conditions of the relevant supplier will apply to the services included in your booking. These terms may limit or exclude liability, often in accordance with international conventions.

15.Force Majure: -

We would like to bring to your attention our policy regarding circumstances beyond our control:

Limitation of Liability:

Peony Trips accepts no responsibility for and shall not be liable for any loss, damage, or changes, including delays or alterations, that arise from unusual and unforeseeable circumstances beyond our reasonable control. These circumstances may include, but are not limited to:

• War or threat of war
• Civil unrest or disturbances
• Strife or industrial disputes, including air traffic control disputes
• Terrorist activities
• Natural disasters or nuclear incidents
• Fires or adverse weather conditions
• Volcanic activity
• Epidemics
• Technical problems with transportation
• Closure or congestion of airports or ports
• Cancellations of schedules by airlines or carriers

We strive to provide the best possible service and will assist you in any way we can within these constraints. If you have any questions or concerns, please feel free to reach out.

16.Special Request: Seats, Meals and Frequent Flyer: -

We would like to clarify our policy regarding special requests for seating, meals, or frequent flyer miles:

Special Requests:

When you request a special seat, meal, or frequent flyer miles, please note that these are considered as requests only. As service providers, we cannot guarantee that your specific requests will be fulfilled. The airlines retain the exclusive right to allocate seats and make any changes without prior notification.

• Seat Assignments: Even if we process your request for a specific seat, it is your responsibility to confirm the assignment directly with the airline. We cannot guarantee that you will be assigned the requested seats upon check-in.
• Meal Preferences and Frequent Flyer Programs: Similarly, we do not guarantee that you will receive your requested meal or any benefits related to frequent flyer programs.

We recommend that you verify all special requests directly with the airline before your flight to ensure that your preferences are met. If you have any questions or require further assistance, please do not hesitate to contact us.

17.Insurance: -

We would like to emphasize the importance of obtaining adequate travel insurance as part of your travel arrangements:

Travel Insurance Requirement:

Securing a comprehensive travel insurance policy is a condition of your contract with either us or the relevant supplier. This insurance should cover you and your party against:

• Cancellation Costs: Protection in the event you need to cancel your trip.
• Assistance Costs: Including repatriation in the event of accident or illness.
• Loss of Baggage and Money: Coverage for lost or stolen belongings.
• Other Expenses: Any additional expenses that may arise.

If we have issued your insurance policy, please review it carefully to ensure all details are accurate and that you have disclosed all relevant information, including any pre-existing medical conditions. Failure to disclose such information may affect the validity of your insurance coverage.

Please be advised that if you travel without adequate insurance coverage, we will not be liable for any losses that would otherwise have been covered.

If you have any questions or need assistance regarding travel insurance, please feel free to reach out.