One Cruise Club US Consumer Terms

1 Our identity and contact details

One Cruise Club is operated by One Travel Group Ltd, a UK company with company number 14602888 and registered office at First Floor Swan Buildings, 20 Swan Street, Manchester, England, M4 5JW. In these terms, “we,” “us” and “our” mean One Travel Group Ltd, and “you” means the consumer using our services. A “supplier” is a cruise line, airline, hotel, tour operator or other business providing travel services.

Postal correspondence: One Travel Group Ltd, First Floor Swan Buildings, 20 Swan Street, Manchester, England, M4 5JW. Please use the customer-service email below for booking help, cancellations and complaints. This is our registered office and correspondence address; it is not an emergency assistance desk.

Customer service, cancellations and complaints: customerservices@onecruiseclub.net. New travel inquiries: sales@onecruiseclub.net. Our website is www.onecruiseclub.net. Use the urgent assistance details on your travel documents while traveling; email is not an emergency service.

Section 30 and your booking documents provide the seller-of-travel and financial protection notices applicable to your purchase. Before you commit, your booking summary will identify the legal seller, the supplier of each travel service and the business taking each payment. An industry association membership is not government approval, a seller-of-travel registration or a guarantee that your money is protected.

2 When these terms apply

These terms apply to our website, customer accounts, membership and travel arrangement services offered to US consumers. Our booking terms apply when you instruct us to arrange travel after receiving them. Membership requires acceptance of the loyalty terms. We make the relevant terms available before acceptance and provide a copy or a means to save them.

Joining the club, submitting an inquiry, saving a sailing or receiving an automated acknowledgment does not create a travel booking. Any notice on the website that US booking or payment is unavailable remains effective until that service launches. An inquiry submitted during that period does not reserve inventory or authorize a charge.

Our Privacy Notice explains how we handle personal information. Accepting these terms does not provide blanket consent to marketing, data sales or sharing, optional cookies, or uses of sensitive information that require separate consent.

3 Eligibility and authority

To create a membership or place a booking, you must be at least 18 and legally able to enter the agreement under applicable law. A supplier may require a higher minimum age or an accompanying adult. You must provide accurate information and use a payment method you are authorized to use.

If you book for other travelers, you confirm that you have authority to make the reservation and communicate instructions on their behalf. You must give them the applicable terms and travel information. We may require separate consent from an adult traveler or a parent or legal guardian where appropriate; your agreement does not automatically waive another person's legal rights.

4 Accounts and acceptable use

Keep your contact details current and protect your login credentials. Notify us promptly if you believe an account has been accessed without permission. You are responsible for instructions you authorize, but we do not make you automatically liable for every unauthorized transaction.

You may use the website to research and arrange legitimate travel for yourself or people you are authorized to represent. You must not make fraudulent or speculative reservations, impersonate another person, interfere with security, distribute malicious code, misuse another person's information, or copy or commercially exploit protected content without permission or another lawful basis.

We may restrict access where reasonably necessary to address security threats, unlawful activity or a material breach of these terms. We will explain a restriction and offer a reasonable opportunity to resolve it where practicable. Restricting an account does not, by itself, cancel confirmed travel or extinguish a refund or other accrued right.

5 Website information and intellectual property

We aim to provide accurate information, but supplier inventory and offers can change before a booking is confirmed. Photographs, maps and descriptions may be illustrative; your selected cabin or room, inclusions and material restrictions will be identified before purchase. We do not guarantee uninterrupted website access.

Website materials are owned by us or our licensors. You may save your terms, confirmations and travel documents for personal use. Other copying or distribution requires permission unless permitted by law.

If you submit a review or other content, you retain ownership. You give us a nonexclusive license to display and reproduce it as reasonably necessary to operate the service to which you submitted it. Separate permission is required to use it in an unrelated advertising campaign. We may remove unlawful content, personal information, spam or fabricated reviews, but we do not penalize honest criticism or require positive reviews as a condition of receiving a remedy or reward.

6 Our role and supplier contracts

Unless a specific offer expressly identifies us as the principal or operator, we act as a travel booking intermediary arranging services from independent suppliers. We will identify each supplier and any other selling agency or ticketing intermediary involved in your purchase before you commit. We may receive supplier commissions and any separately disclosed customer service fees.

The supplier is responsible for the travel service it contracts to provide. Its passenger ticket contract, conditions of carriage, accommodation terms or other applicable conditions govern that service. We will provide the applicable documents or accessible links before purchase. Review their cancellation provisions, eligibility rules, dispute forums, claim deadlines and liability provisions carefully; some supplier claim periods can be short.

Our terms govern our own services and do not replace a supplier's contract. Booking-specific terms disclosed and accepted before purchase control the relevant price, itinerary and cancellation schedule. Mandatory law prevails over any conflicting term. A supplier condition does not excuse us from our own legal duties, and calling ourselves an agent does not remove duties imposed by our actual role.

If we offer a package for which we assume responsibility as organizer or principal, we will provide the additional applicable conditions and protections before purchase. Buying several travel components together does not itself establish that every component has the same supplier or cancellation policy.

7 Quotes and booking confirmation

A quote states its validity period, where one applies, and is subject to availability until accepted and confirmed. Before taking payment, we will give you a booking summary covering the travelers, suppliers, itinerary, fare or room type, total price, inclusions, payment dates, cancellation rules and any agency fees. Ask us to correct any uncertainty before you authorize the purchase.

A reservation is confirmed when the supplier accepts it and we issue a written confirmation identifying the confirmed service. A payment authorization, inquiry reference or acknowledgment alone is not confirmation. A flight reservation reference alone is not proof that a ticket has been issued; we will provide ticket details when ticketing is complete.

For a trip with multiple components, we will identify anything still on request and obtain your agreement before committing you to a nonrefundable component while another essential component remains unconfirmed. If we cannot confirm an authorized service, we will explain the options and return payments due for that unconfirmed service. We will not substitute a materially different service or charge more without your agreement.

Check confirmations promptly for names, dates, routes, cabins, rooms and special arrangements and tell us about any error as soon as you notice it. This helps us correct mistakes before travel. Reporting requirements do not waive your statutory rights or excuse an error for which we are legally responsible.

8 Prices taxes and fees

Prices are in US dollars unless clearly stated otherwise. We will identify whether a quoted price is per person, per cabin, per room or for the entire party, together with the occupancy and dates on which it is based. A “from” price applies only to the stated available category and qualifying conditions.

Our displayed travel prices include mandatory supplier and agency charges that can reasonably be calculated for the advertised service. Cruise prices include required cruise charges, port charges and applicable government taxes and fees. Airfare and air-inclusive package prices include all mandatory charges and applicable taxes. Hotel prices include mandatory resort, destination, cleaning and similar charges; any government taxes shown separately will be clearly identified, and the full payable total will be given before payment.

We identify amounts payable now, later to us, and directly to a supplier, including any local currency amount. A mandatory fee does not become optional because it is paid at the property or aboard the ship. Optional purchases are charged only if selected. We will disclose service-charge and gratuity arrangements, including whether they are mandatory or adjustable, before booking.

Flights, transfers, excursions, insurance, drinks, dining upgrades, parking, baggage and other extras are included only when your booking summary says so. Your bank may impose its own foreign exchange or card fees; we do not set those charges.

After confirmation, any proposed price change must be lawful, permitted by the agreed contract and accompanied by any required disclosure and consent. We will explain the reason and your options before collecting an additional payment. For fully paid air travel and air-inclusive tours, we do not impose post-purchase increases except a government tax or fee increase where the law permits it and the required prior notice and consent have been obtained.

9 Deposits balances and payment authority

Your booking summary states the deposit, balance, due dates, accepted payment methods and whether each payment is refundable. A deposit may be nonrefundable when lawfully disclosed. Some fares require immediate full payment. There is no single deposit or final-payment schedule for all suppliers.

We will identify which business charges your payment method for each amount. Your statement may show separate supplier and agency charges. Any authority for a later balance payment must specify its amount or calculation, due date and charging party; accepting these terms does not authorize unspecified future charges or a paid subscription.

If payment is overdue, a supplier may release the reservation or apply the cancellation charges disclosed before purchase. Where practicable, we will notify you before this occurs. We will not impose an undisclosed penalty. No agency booking, amendment or cancellation fee is payable unless its amount or clear calculation and refund treatment were disclosed and accepted in advance.

A disputed charge does not remove your right to contact your card issuer, bank or regulator. We may provide accurate transaction records in response. We will not impose a punishment for a good-faith payment dispute or require you to withdraw it before considering a refund. You are not entitled to recover the same payment twice.

10 Changes or cancellation requested by you

Send a cancellation or amendment request to customerservices@onecruiseclub.net, or use a cancellation method identified on your confirmation. Give your booking reference, traveler name and the service affected. We will record when your request reaches the published cancellation channel and promptly pass it to the supplier where needed. Your booking summary identifies the applicable cancellation deadline, time zone and procedure; keep evidence of your request. A statutory cancellation right is not postponed until we acknowledge the request, and we remain responsible for processing instructions with the care required by law.

Changes depend on supplier availability and rules. Name changes, passenger substitutions, date changes, cabin changes and occupancy reductions can require repricing or cancellation and rebooking. We will tell you the applicable charges and obtain authorization before making a chargeable change. A request does not mean that the supplier has accepted the change.

Voluntary cancellation may result in loss of the deposit or up to the full price under the schedule supplied before purchase. No-show, late arrival and early departure rules may differ. A general “nonrefundable” label does not override a legal right to a refund. There is no blanket contractual cooling-off period for all travel purchases; the specific flight and hotel rights described below and any other applicable legal rights remain available.

Canceling one service does not automatically cancel the others. Tell us whether you want to cancel associated flights, hotels and transfers; we will explain each component's position. We will not treat the cancellation of an inquiry or free membership as cancellation of your trip.

11 Supplier changes cancellations and refunds

We will pass on material supplier changes when notified and help you understand available alternatives and refund rights. Whether a particular disruption permits cancellation, rerouting, compensation or a refund depends on applicable law and the relevant contract. You do not have to accept a voucher instead of a cash refund when the law gives you that choice.

Refunds will be made by the party legally responsible, using the required payment method and within the applicable deadline. Where we are responsible, we will not make a legally required refund conditional on first recovering funds from a supplier. Where the supplier must refund you directly, we will help route the claim and provide available records.

For refunds without a specific statutory deadline, we will tell you the expected processing period and communicate material delays. We will not deduct an undisclosed processing fee from a refund. Any retention of a separately disclosed fee must be lawful and consistent with the service actually provided and the terms you accepted.

Supplier insolvency can affect travel and recovery. We do not promise universal insurance or insolvency protection. Any applicable bond, trust arrangement, financial guarantee or restitution scheme will be described accurately for your transaction. Nothing here removes a duty we have under seller-of-travel, payment or other applicable law.

12 Cruise bookings

The cruise line's passenger contract applies to embarkation, onboard services, itinerary changes, cancellation charges and conduct. Before booking, review the ship, sailing, cabin category, occupancy, dining arrangements, included services and any restrictions. A guarantee cabin booking reserves the stated category or applicable supplier guarantee, rather than a particular cabin or location.

Cruise lines set rules for minimum ages, infants, pregnancy, health documentation, accessibility equipment, service animals and accompanying adults, subject to applicable law. Tell us about needs that affect your choice before booking. A special request is not a confirmed arrangement until the supplier accepts it, but this does not make legally required accommodations discretionary.

You must meet published check-in and boarding deadlines and return aboard at the time specified at each port. Missing embarkation or a port departure can result in additional travel costs and supplier cancellation charges. We remain responsible for any loss for which the law makes us responsible.

Routes, ports and schedules can change for weather, safety, port restrictions or operational reasons. The cruise contract and law determine the remedy; a missed port does not automatically create the same rights as a canceled voyage. We will help obtain any refund or adjustment due for canceled services or refundable charges.

The Federal Maritime Commission's passenger-vessel rules cover operators of ships with accommodations for at least 50 passengers embarking at US ports. For covered voyages, cancellation, or a delay of three or more calendar days where you decline the delayed or substitute voyage, can trigger nonperformance refund protections. Follow the cruise line's published refund procedure. If the claim is denied or remains unresolved for 180 days, or the line's shorter claim period, a claim against its financial security may be available. These protections have eligibility and coverage limits and are not a guarantee covering every associated flight, hotel or other loss. See the FMC passenger vessel guidance.

13 Flights and air passenger refunds

Your flight documentation identifies the ticketing and operating airlines, route, fare restrictions and baggage information. Additional baggage and optional-service fees may apply; we provide the required access to those fees. Seat requests, adjoining seats, meals and upgrades are subject to airline confirmation. Separate tickets may require separate check-in, baggage collection and rechecking and may not provide protection for a missed connection.

Use the exact traveler information required by the airline and travel documents. Take ticketed segments in the booked order unless the airline approves a change; missing a segment may cause later segments to be canceled under the fare rules. We will explain disclosed restrictions, but cannot promise that a supplier will waive them.

For flights to, from or within the United States, a cancellation or significant itinerary change generally entitles you to a refund if you decline travel and alternatives. Significant changes include departure at least three hours earlier or arrival at least three hours later on domestic itineraries, six hours for international itineraries, a different origin or destination airport, additional connections, an involuntary downgrade, and specified changes affecting travelers with disabilities. If you travel in a lower cabin, a fare-difference refund may apply. Current law determines eligibility, including rights of accompanying travelers.

The merchant of record is the business shown as charging for the airfare on your payment statement. If we are that business, request a qualifying airfare refund through our customer service channel. For credit-card purchases, the applicable DOT deadline is seven business days after we receive the carrier information required by the rule; for other payments, it is 20 calendar days after the refund becomes due. We will not delay a refund beyond the legal deadline while waiting to recover money from a supplier. Airlines must issue automatic refunds in qualifying cases. We will identify the responsible business and explain your refund right before offering alternatives.

You may choose a refund instead of a credit or voucher when entitled to one. We use the original payment method unless you expressly agree to a permitted cash-equivalent alternative. We do not charge a new administration fee for a required airfare refund. An original agency service fee may be retained only where permitted by law: it must cover more than processing payment for a flight you found, be charged per passenger, and have its amount and nonrefundable status clearly disclosed before purchase.

The airline is responsible for legally required refunds of optional-service fees for services not provided and eligible lost or significantly delayed baggage fees. Contact it promptly and file any required baggage report; we can help you identify the process. These fee refunds are separate from any baggage-loss or delay claim.

The federal 24-hour airline rule applies to qualifying direct airline reservations made at least seven days before departure: the airline must offer a 24-hour hold or penalty-free cancellation, as applicable. It does not generally require travel agents to offer the same option. Any 24-hour cancellation or hold benefit offered through us will be expressly stated before purchase. Other mandatory rights remain unaffected. See the DOT refund guidance.

14 Hotels and other accommodations

Your confirmation states the property, dates, room category, occupancy, meal plan, mandatory charges, payment terms and cancellation deadline. Deadlines use the property's local time unless expressly stated otherwise. We identify prepaid, pay-later and nonrefundable rates before purchase.

Hotels may require a minimum check-in age, identification and a card or deposit for incidentals or damage. A refundable authorization hold is distinct from the room price; the property's disclosed terms and your bank determine its release. Additional room occupants, parking, optional meals and requested extras may have separately disclosed charges. Bedding, connecting rooms, views and early check-in are guaranteed only if expressly confirmed.

If a property cannot honor a confirmed reservation, we will help seek an acceptable alternative or the refund and other remedy due under the contract and law. We will not impose a materially different accommodation or extra price without your agreement.

For a qualifying hotel or short-term rental reservation in California made at least 72 hours before check-in, you may cancel without penalty for at least 24 hours after confirmation. All covered payments, including optional-service fees, must be refunded to the original payment method within 30 days. Statutory exceptions include certain privately negotiated rates unavailable to the general public and bookings where the property is not disclosed until after confirmation. Other applicable state or local protections also prevail over a conflicting rate condition.

15 Connecting services and excursions

Allow adequate time between services, especially when a flight connects to cruise embarkation. A late flight does not automatically oblige a ship to wait or another supplier to refund an unused service. We will disclose material connection risks known to us when arranging an itinerary and identify any separately purchased supplier connection guarantee.

Transfers, excursions and other activities have their own eligibility, meeting-time and cancellation rules. Services you buy independently are governed by your agreement with that provider. A description of an activity is not a representation that it is suitable for every traveler.

16 Travel documents health and accessibility

Travelers are responsible for obtaining the passports, visas, entry permissions and other documents required for their citizenship, itinerary and transit points, and for meeting lawful entry and reentry requirements. Requirements can differ even among travelers on the same reservation. Check official government and supplier information before booking and again before departure. Domestic identification is not a substitute for an international travel document.

Tell us early about accessibility requirements, assistance needs or equipment that could affect the service you select. We will communicate relevant requests, help seek suitable arrangements and handle sensitive information through appropriate channels. Applicable disability and nondiscrimination rights are preserved. An advance-notice request does not waive rights available without that notice.

Seek appropriate professional advice about fitness to travel and health requirements. General website information is not individualized medical or immigration advice. Do not send full card details, passport images or sensitive medical records to our general email addresses; ask for a secure method where documents are needed.

17 Travel insurance

Consider whether insurance meets your needs for cancellation, interruption, medical treatment, evacuation, baggage and supplier failure. Coverage is determined by the insurer's policy, exclusions and claim decisions. A standard policy does not necessarily cover every reason for cancellation, a preexisting condition or a supplier's insolvency.

Insurance offered through us is optional unless a specific lawful supplier or destination requirement is disclosed before purchase. We will identify the insurer, applicable licensed producer and policy documents before any insurance sale, and obtain the required separate election. We do not add insurance automatically. Declining insurance does not waive statutory rights or excuse our own breach of duty. We provide insurance advice or sales only to the extent our licensing and authorization permit.

18 Events outside reasonable control

Weather, natural disasters, public-health events, war, labor disruption, government restrictions and transport interruption can affect travel. We will take reasonable steps within our role to communicate changes and assist with available options. Responsibility for additional costs depends on the cause, contract, insurance and applicable law.

An event outside reasonable control does not automatically cancel a payment or refund obligation. This clause does not override mandatory passenger rights, duties to protect customer funds or liability for our own failure to perform obligations that remain possible.

19 Free membership and enrollment

One Cruise Club membership is free. It does not require a travel purchase, payment card or recurring subscription. Eligible members start at Crew when enrollment is confirmed. Each individual may maintain one personal account; membership is not a separate travel booking or an insurance product.

We will not convert free membership into a paid plan or charge a renewal fee without a separate, clearly explained offer and your express agreement. You can end membership by contacting customer service. Leaving the club does not cancel a booking, reduce a refund or release us from an existing obligation.

20 Qualifying cruise nights

Tier progress is based on qualifying cruise nights actually sailed, rather than spending. A qualifying night is one night of a completed cruise booked through One Cruise Club, taken by the member as a named traveler and paid for under the booking contract. Flights, hotel nights, deposits and canceled or no-show cruises do not earn cruise-night credit.

Each eligible traveler receives credit for their own nights; the lead booker does not receive everyone's nights and booking several cabins does not multiply personal credit. Club discounts and club rewards used toward an otherwise eligible paid booking do not reduce the nights earned. A cruise supplied entirely as a complimentary prize qualifies only if its offer says so. Any other exclusion must be disclosed before booking.

Our team records qualifying nights after the supplier confirms that your cruise has been completed and our records reliably identify the member. If a prior booking used a different email address or a sailing is missing, contact us with the reference and traveler details. Eligible past sailings booked through us remain eligible for correction; failure to claim within a short administrative period does not automatically forfeit them.

21 Membership tiers and benefits

Crew membership starts when you join. The higher tiers and their benefits are described below. Qualification criteria for a higher tier will be stated in the offer or membership confirmation before you rely on that benefit; we do not promise an unpublished cruise-night threshold.

• ·Crew: Starts when you join. Access to eligible member fares, selected promotions and available price alerts.
• ·Navigator: Crew benefits plus earlier access to selected offers and personalized recommendations; eligible referral offers and rewards are identified separately.
• ·Meridian: Navigator benefits plus priority support and selected onboard or vacation extras.
• ·Commodore: Meridian benefits plus invitations to selected member events and promotions.

Each tier includes the benefits of the preceding tiers. Our team confirms an upgrade when the applicable qualification criteria have been met; an upgrade does not retrospectively reprice completed bookings. Your account or membership confirmation shows your tier and available offers. A benefit attached to a particular booking will be confirmed before that booking is accepted.

Availability can depend on the supplier, sailing, fare and promotion. Membership does not guarantee the lowest available fare, an upgrade, a particular cabin, an invitation or uninterrupted priority support. Price alerts are informational and do not guarantee availability, a price match or a refund if a price falls after booking.

22 Rewards and redemption

A reward offer must state the eligible booking, benefit or amount, qualifying activity, any exclusions, when it is earned, how it is used and whether it can be combined with another offer. Membership alone does not create a cash-back entitlement or a right to convert nights into money. A quoted onboard credit must identify whether it is per person or per cabin and what it can be spent on.

Club-issued earned nights, earned tier status and earned club rewards do not expire solely through the passage of time or account inactivity. An offer's enrollment or booking window is different from expiry of an already earned reward. A cruise line's separate loyalty program, future-cruise credit or supplier-funded promotion is governed by its own clearly disclosed conditions and dates; we will identify that distinction before you choose it.

Rewards cannot be sold, transferred or redeemed for cash unless their published conditions or applicable law allow it. This restriction does not apply to a cash refund, purchased gift card, statutory credit or other instrument with different legal rights. Any future sale of gift cards or stored-value products will require separate terms.

If an earning transaction is canceled or refunded before the qualifying activity occurs, the related unearned reward may be removed. We will not remove credit for nights actually sailed merely because a complaint produces a partial refund. If a reward-funded booking is canceled, we will explain any supplier cancellation charge; an unused club reward will be restored except to the extent lawfully consumed under a clearly disclosed redemption condition. A cash portion remains subject to the ordinary refund rules.

23 Refer a friend

Referral rewards apply only to a published offer identifying the reward, eligible participants and qualifying booking or completed travel. Self-referrals, duplicate accounts, fictitious bookings and misleading promotions do not qualify. We will not change an offer's earning requirements after the qualifying referral has occurred.

When sharing a rewarded referral, make the incentive clear, for example by stating that you may receive a reward if the recipient books. Do not send spam, buy contact lists, make unsupported savings claims or submit someone else's personal information without permission. An incentive is never conditional on a positive review. Professional affiliate and travel-agent arrangements require their own agreements.

24 Account corrections suspension and program changes

We may correct demonstrable accounting errors and investigate reasonably suspected fraud or material misuse. We will explain an adjustment and provide a way to challenge it. If a reward is suspended during an investigation, the restriction will be proportionate; legitimate unrelated balances and travel rights remain protected. Honest complaints, good-faith chargebacks and privacy requests are not program abuse.

We will notify you in advance of a material unfavorable change affecting future earning or benefits, explain when it takes effect, and provide any longer notice required by law. A legal requirement or urgent security issue may require earlier action, in which case we will explain the change as soon as reasonably possible. Changes will not retrospectively cancel properly earned nights, reduce an earned tier because of new thresholds, or remove an already confirmed booking benefit. We will honor a qualifying booking made before the change under the earning terms accepted for it.

If we discontinue the program, we will give advance notice explaining the closure arrangements and how outstanding benefits will be handled, subject to any longer notice required by law. We will preserve confirmed travel benefits and provide a reasonable method to use outstanding club rewards without imposing a new expiry on previously nonexpiring rewards. Any substitute settlement requires your agreement unless law provides otherwise. Insolvency and mandatory legal restrictions may affect what can be performed, but do not erase an existing claim.

25 Membership privacy and communications

We use necessary account and booking information to operate membership as explained in our Privacy Notice. You can stop marketing emails without losing earned nights or tier status. Essential booking, security and material program notices may still be sent. Marketing texts or automated promotional calls require the separate consent applicable law requires; joining the club alone does not provide it.

If a benefit is subject to an applicable financial-incentive or price-difference privacy rule, we will give you the required separate notice and obtain any required opt-in before participation. You may withdraw as explained in that notice. We do not impose unlawful disadvantages for exercising privacy rights.

26 Our responsibility

We will exercise the care required by applicable law in providing our own services. Independent suppliers operate their own ships, aircraft, properties and activities. We are not automatically responsible for a supplier's acts solely because we arranged a booking, but remain responsible for our own representations, contractual promises and any liability imposed on us by law.

To the extent permitted by applicable law, neither party is responsible to the other for speculative or unforeseeable consequential loss resulting from a breach of these terms. This provision does not exclude a required refund, recoverable direct loss or remedy expressly provided by law.

No provision excludes or restricts liability for fraud, intentional misconduct, gross negligence, legally actionable personal injury, unlawful discrimination, misuse of customer funds, nonwaivable consumer or privacy rights, or other liability the law does not permit to be excluded. Any supplier limitation applies only to that supplier to the extent valid under its contract and governing law.

27 Complaints and dispute resolution

Contact customer service with your booking reference and a description of the issue. For an urgent problem at a property or on a voyage, also notify the supplier so it has an opportunity to assist. We will respond promptly, explain the outcome or next steps, and keep you informed if more time is needed. Our complaint process does not extend a statutory refund deadline.

You may contact a regulator, payment provider or court without first completing our complaint process. These terms do not require arbitration, waive a jury or class proceeding, shorten a statutory limitation period or remove access to small-claims court. A separate supplier contract may contain different dispute terms; it does not automatically govern a claim against us.

28 Governing law and courts

The law governing your agreement is determined under applicable legal rules, including rules about which jurisdiction's law applies. These terms do not exclude mandatory US federal or state consumer protections that apply to your transaction. Federal aviation law, maritime law or an international convention may govern a particular supplier service or claim.

You may bring a claim against us in any court that has jurisdiction under applicable law, including an eligible small-claims court. These terms do not select an exclusive overseas court, impose arbitration or waive a right to seek a remedy in a forum available to you by law. A supplier's own contract may contain separate governing-law or forum provisions for claims against that supplier.

29 Electronic records and changes to these terms

We make agreements and travel documents available by email, online download or another agreed method that allows you to retain them. Keep a copy. Contact customer service for help accessing a record. Where law requires a separate electronic-delivery consent, we will obtain it and explain access, paper-copy and withdrawal arrangements; acceptance of these terms is not a substitute for a required consent process.

The terms accepted for a confirmed booking govern that booking unless a change is required by law or you agree to it. New versions apply prospectively to new transactions. Material account or membership changes are notified as provided above, and we obtain renewed agreement where required. We will identify the effective date and retain prior versions.

If a provision cannot lawfully be enforced, the remaining terms continue to apply to the extent possible. A failure to enforce a term once is not a permanent waiver. No general clause here authorizes us to replace a clear promise with a conflicting later policy.

30 State seller of travel and financial protection notices

Before you commit to a purchase, your transaction documents must identify any seller-of-travel registration, customer-fund protection and claims information required for that purchase. Contact customer service if required information is missing before you pay. We do not claim a state registration number or payment-protection scheme that is not identified in those documents. CLIA membership alone does not protect customer payments. Registration does not mean that a state endorses the service or guarantees every payment. Any applicable mandatory state notice or protection takes priority over a conflicting provision in these terms.