1. Scope and parties
These Terms apply to vionatravel.com, its trip planner and offer pages, and to travel services that Viona Travel arranges for you from Business Center, SPC Free Zone, Sharjah, UAE. “You” means the lead traveler and, where applicable, every traveler named in the booking.
You must be at least 18 years old and have authority to accept these Terms for all travelers in the booking. You are responsible for sharing the booking information and applicable terms with them.
2. Website information and enquiries
Website itineraries, availability, images, exchange-rate conversions and “from” prices are illustrative unless expressly stated otherwise. Submitting a form, planner request or WhatsApp message is an enquiry and does not create a confirmed booking or reserve inventory.
We take reasonable care to keep information accurate but live supplier availability, fares, taxes, schedules, room types and entry rules can change. We will confirm material details before you are asked to commit.
3. Quotations and formation of a booking
- A quotation is valid only for the stated period and remains subject to availability and reconfirmation.
- Before payment, review traveler names, dates, route, inclusions, exclusions, supplier conditions, cancellation rules and total price.
- A booking becomes binding when we receive the required payment and issue written confirmation, unless the quotation expressly states another point of formation.
- Electronic acceptance, messages and records may be used to conclude and evidence the booking as permitted by UAE law.
4. Prices and payment
- Your quotation identifies the booking currency, taxes and included services. Displayed currency conversions are estimates until confirmed in the quotation.
- Deposits, balance dates and accepted payment methods are stated in your quotation or invoice. Missing a deadline may cause suppliers to release services or apply revised prices.
- Bank, card, currency-conversion or transfer charges imposed by your provider are your responsibility unless we agree otherwise in writing.
- If a clear pricing error is identified before confirmation, we will correct it and you may accept the corrected price or withdraw without charge. After confirmation, any correction will follow applicable law and the booking terms.
5. Traveler information and special requests
Names and traveler details must exactly match travel documents. Tell us promptly about errors, medical, mobility, dietary or other requirements relevant to safely delivering the trip. We pass special requests to suppliers but cannot guarantee them unless confirmed in writing.
6. Passports, visas, health and entry rules
You are responsible for valid passports, visas, permits, vaccinations, insurance documents and compliance with immigration, customs, health and destination rules for every traveler. Guidance we provide is general and may change; verify requirements with the relevant embassy, authority and airline before travel. A failure to meet entry requirements may be treated as a traveler cancellation and supplier charges may apply.
7. Travel insurance
Every traveler should obtain appropriate travel insurance from the time of booking, including medical treatment, evacuation or repatriation, cancellation, delay, baggage and planned activities. You are responsible for checking limits and exclusions, including pre-existing medical conditions and higher-risk activities.
8. Changes and cancellation by you
Request changes or cancellation in writing. They take effect when received and acknowledged by us. Fees depend on the confirmed supplier rules, timing, non-refundable services and work already performed, as disclosed in the quotation or booking confirmation. Name changes may be treated by airlines or other suppliers as cancellation and rebooking.
Where a refund is due, we will process it after receiving recoverable funds or credits from the relevant supplier, subject to applicable law and any clearly disclosed lawful fee. We will provide a reasonable explanation of deductions on request.
9. Changes or cancellation by us or a supplier
Travel arrangements may change because of schedule changes, availability, weather, safety, operational needs or official restrictions. For a minor change, we may provide a reasonably comparable alternative. If a material confirmed service cannot be delivered, we will inform you promptly and offer the remedies required by applicable law and the booking terms, which may include an alternative, re-performance, appropriate price reduction or refund for the affected service.
10. Third-party travel suppliers
Flights, hotels, transport, activities and other components are performed by independent suppliers under their operational and safety rules. We remain responsible for our own agency services and for obligations that UAE law places on us; no provision here excludes a mandatory consumer remedy. Supplier classification, photographs and amenities describe the information available when published and may differ by country, room or season.
11. Events beyond reasonable control
Events such as severe weather, natural disaster, epidemic, conflict, government action, airspace or border closure, labor disruption, infrastructure failure or supplier insolvency can affect travel. We will provide reasonable assistance and seek available alternatives or recoveries. Responsibility for refunds, credits, additional costs and service changes will depend on the affected supplier terms and applicable law. Travel insurance may cover costs that suppliers do not.
12. Responsibility and liability
Nothing in these Terms excludes or limits liability that cannot lawfully be excluded, including mandatory UAE consumer rights, fraud, willful misconduct, or liability for death or personal injury where exclusion is prohibited. Subject to those protections, each party is responsible for direct loss reasonably arising from its breach; neither party is responsible for indirect or purely consequential business loss that was not reasonably foreseeable.
13. Conduct and safety
Travelers must comply with law, supplier rules and reasonable safety instructions, and must not endanger or seriously disrupt others. A supplier may refuse or end a service where necessary for safety or lawful operation. Costs arising from a traveler’s unlawful or seriously disruptive conduct are the traveler’s responsibility, subject to applicable law.
14. Problems and complaints
Report a problem promptly to the supplier and to Viona Travel so there is a reasonable opportunity to resolve it during the trip. After travel, send your complaint and supporting records to hello@vionatravel.com as soon as reasonably possible. We aim to acknowledge complaints promptly and investigate fairly. This process does not limit your right to contact the competent UAE consumer-protection authority or pursue another lawful remedy.
15. Website use and intellectual property
Website text, branding, layouts and original materials are owned by or licensed to Viona Travel. You may use them for personal trip evaluation only. Do not copy, scrape, republish, interfere with security, submit malicious content or use the website unlawfully. Third-party trademarks and photographs remain the property of their owners.
16. Privacy and electronic communications
Our Privacy Policy and Cookie Policy explain how we handle data and tracking choices. You agree that quotations, confirmations, invoices, notices and approvals may be sent electronically to the contact details you provide. Keep those details current and retain copies of important booking records.
17. UAE law, jurisdiction and contact
These Terms and a booking arranged by us are governed by the laws of the United Arab Emirates. The courts having jurisdiction in Sharjah may hear disputes, subject always to any mandatory consumer forum or right that applies to you. If one provision is invalid, the remaining provisions continue to apply.
Contact: hello@vionatravel.com · Telephone/WhatsApp: +971 58 612 3300 · Business Center, SPC Free Zone, Sharjah, UAE.