service: name: Booking.com
sector: Travel
date: 14.02.2022
document: text: Customer terms of service
Updated 14 February 2022
Table of contents
A. All Travel Experiences
B. Accommodations
C. Attractions
D. Car rentals
E. Flights
F. Private and Public Transport
Booking.com dictionary
Previous terms of service
A. All Travel Experiences
A1. Definitions
A2. About these terms
A3. About Booking.com
A4. Our Platform
A5. Our values
A6. Prices
A7. Payment
A8. Policies
A9. Privacy and cookies
A10. Accessibility requests
A11. Insurance
A12. Genius
A13. Rewards, Credits & Wallet
A14. Intellectual property rights
A15. What if something goes wrong?
A16. Communication with the Service Provider
A17. Measures against unacceptable behaviour
A18. Limitation of liability
A19. Applicable law and forum
A20. Linked travel arrangements
A1. Definitions
1. Some of the words you’ll see have very specific meanings, so
please check out the ‘Booking.com dictionary’ at the end of
these Terms.
A2. About these terms

1. When you complete your Booking, you accept these Terms and any other
terms that you’re provided with during the booking process.
2. If anything in these Terms is (or becomes) invalid or, unenforceable:
it will still be enforced to the fullest extent permitted by law
you will still be bound by everything else in the Terms.
3. These Terms are laid out like this:
Section A: general terms, for all types of Travel Experiences.
Sections B to F: specific terms, for just one type of Travel Experience:
Section B: Accommodations
Section C: Attractions
Section D: Car rentals
Section E: Flights
Section F: Private and Public Transport
If there’s any mismatch between general and specific terms, the specific
terms will apply.
4. The English version of these Terms is the original. If there’s any dispute
about the Terms, or any mismatch between the Terms in English and in
another language, the Terms as they appear in English will apply. (You can
change the language at the top of this page.)
A3. About Booking.com
1. When you book an accommodation, flight or attraction, Booking.com B.V.
provides and is responsible for the Platform – but not the Travel Experience
itself (see A4.4 below).
2. When you book a rental car, or private or public transport, Booking.com
Transport Limited provides and is responsible for the Platform – but not the
Travel Experience itself (see A4.4 below).
3. We work with companies that provide local support services (e.g. Customer
Support or account management). They don’t:
control or manage our Platform
have their own Platform
have any legal or contractual relationship with you
provide Travel Experiences
represent us, enter into contracts or accept legal documents in our name
operate as our ‘process or service agents’.
A4. Our Platform
1. We take reasonable care in providing our Platform, but we can’t guarantee
that everything on it is accurate (we get information from the Service
Providers). To the extent permitted by law, we can’t be held responsible for
any errors, any interruptions, or any missing bits of information - although we
will do everything we can to correct/fix them as soon as we can.
2. Our Platform is not a recommendation or endorsement of any Service
Provider or its products, services, facilities, vehicles, etc.
3. We’re not a party to the terms between you and the Service Provider. The
Service Provider is solely responsible for the Travel Experience.
4. To make a Booking, you may need to create an Account. Please make sure
all your info (including payment and contact details) is correct and up to date,
or you might find you can’t access your Travel Experience(s). You’re
responsible for anything that happens with your Account, so please don’t let
anyone else use it, and please keep your username and password secret.

5. We will show you the offers that are available to you, in (what we think is)
the right language for you. You can change to another language whenever
you like.
6. Unless otherwise indicated, you need to be at least 16 to use the Platform.
A5. Our values
1. You will:
abide by Our values
comply with all applicable laws
cooperate with any anti-fraud/anti-money laundering checks we need to
carry out
not use the Platform to cause a nuisance or make fake Bookings
use the Travel Experience and/or Platform for their intended purpose
not cause any nuisance or damage, and not behave inappropriately to the
Service Provider’s personnel (or anyone else, for that matter).
A6. Prices
1. When you make a Booking, you agree to pay the cost of the Travel
Experience, including any charges and taxes that may apply.
2. Some of the prices you see may have been rounded to the nearest whole
number. The price you pay will be based on the original, 'non-rounded' price
(although the actual difference will be tiny anyway).
3. Obvious errors and misprints are not binding. For example: if you book a
premium car or a night in a luxury suite that was mistakenly offered for €1, we
may simply cancel that Booking and refund anything you’ve paid.
4. A crossed-out price indicates the price of a like-for-like Booking without the
price reduction applied (‘like-for-like’ means same dates, same policies, same
quality of accommodation/vehicle/class of travel, etc.).
A7. Payment
1. For some products/services, the Service Provider will require an Upfront
Payment and/or a payment taken during your Travel Experience.
If we organise your payment, we (or, in some cases, our affiliate in the
country your payment originates from) will be responsible for managing
your payment and ensuring the completion of your transaction with our
Service Provider. In this case, your payment constitutes final settlement of
the 'due and payable' price.
If the Service Provider charges you, this will usually be in person at the
start of your Travel Experience, but it could also be (for example) that
your credit card is charged when you book, or you pay when you check
out of your Accommodation. This depends on the Upfront Payment policy
of the Service Provider as communicated to you in the booking process.
2. If the Service Provider requires an Upfront Payment, it may be taken or pre-
authorised when you make your Booking, and it may be non-refundable. So
before you book, please check the Service Provider’s Upfront Payments
policy (available during the booking process), which we don’t influence and
aren’t responsible for.
3. If you know of or suspect any fraud or unauthorised use of your Payment
Method, please contact your payment provider, who may cover any resulting
charges, possibly minus an excess.
4. If the currency selected on the Platform isn't the same as the Service
Provider's currency, we may:
show prices in your own currency
offer you the Pay In Your Own Currency option.
You’ll see our Currency Conversion Rate during checkout, in the Booking
details of your Account, or (if you don’t have an Account) in the email we send
you. If we charge you fees in connection with any such services, you’ll find the

fee expressed as a percentage over European Central Bank rates. Your card
issuer may charge you a foreign transaction fee.
5. We will store your Payment Method details for future transactions after
collecting your consent.
A8. Policies
1. When you make a Booking, you accept the applicable policies as displayed
in the booking process. You'll find each Service Provider's cancellation policy
and any other policies (about age requirements, security/damage deposits,
additional supplements for group Bookings, extra beds, breakfast, pets, cards
accepted, etc.) on our Platform: on the Service Provider information pages,
during the booking process, in the fine print, and/or in the confirmation email
or ticket (if applicable).
2. If you cancel a Booking or don’t show up, any cancellation/no-show fee and
any refund will depend on the Service Provider’s cancellation/no-show policy.
3. Some Bookings can’t be cancelled for free, while others can only be
cancelled for free before a deadline.
4. If you book a Travel Experience by paying in advance (including all price
components and/or a damage deposit if applicable), the Service Provider may
cancel the Booking without notice if they can't collect the balance on the date
specified. If they do, any non-refundable payment you’ve made will only be
refunded at their discretion. It's your responsibility to make sure the payment
goes ahead on time (that your bank, debit card or credit card details are
correct, and that there's enough money available in your account).
5. If you think you're not going to arrive on time, please contact your Service
Provider and tell them when they can expect you, so they don't cancel your
Booking. If you’re late, we are not liable for the consequences (e.g. the
cancellation of your Booking, or any fees the Service Provider may charge).
6. As the person making the Booking, you are responsible for the actions and
behaviour (in relation to the Travel Experience) of everyone in the group. You
are also responsible for obtaining their permission before providing us with
their personal data.
A9. Privacy and cookies
1. If you book an accommodation, flight, or attraction, please see our Privacy
and Cookies Statement for more information on privacy, cookies, and how we
might contact you and process personal data
2. If you book ground transport, please see the Rentalcars.com Privacy
Statement, Cars.booking.com Privacy Statement, or Taxi.booking.com Privacy
Statement as appropriate to find out how we process your personal data.
A10. Accessibility requests
1. If you have any accessibility requests:
about our Platform and/or services, please contact our Customer Service
team
about your Travel Experience (wheelchair access, walk-in baths, etc.),
please contact your Service Provider - or the airport, train station, etc.
A11. Insurance
1. If you have bought insurance through our Platform, please
refer to the policy document(s) for the terms and for further
information. These Terms do not apply to insurance.
A12. Genius
1. The Genius rate is a discounted rate offered by participating Service
Providers for certain products/services.
2. Genius rates are for members of the Booking.com Genius programme.
There are no membership fees, and it’s easy to become a member - just
create an Account. Membership and rates are non-transferable. Membership
is linked to a specific Account. Membership can also be linked to specific
campaigns or incentives.
3. There are different ‘Genius Levels’, based on how many Accommodation
Bookings you’ve made in a given period. Each level provides different travel
rewards.

4. We may change any feature of the Genius programme, including the
membership levels and the way the programme is structured.
5. For more details, visit https://www.booking.com/genius.html.
A13. Rewards, Credits & Wallet
1. We may issue Rewards to you – at our sole discretion, and subject to (a)
the terms here in A13 and (b) any Individual Reward Criteria that apply. If we
make a clerical error (i) in calculating your Rewards or (ii) in converting
currencies related to your Rewards, we can always change or correct any
balances shown.
2. How to get Rewards. You might, for example, get a Reward by booking at
a participating hotel, or by making a certain number of Bookings in a given
time period. When a Reward is available, we’ll explain what the specific
conditions are and how to use it.
3. Where to find your Rewards. Once you’ve received one or more
Rewards, you’ll find a ‘Rewards and Wallet’ link in your Booking.com Account
menu. Under the ‘Rewards’ tab, you’ll see all the Rewards you’ve earned,
what actions (if any) still need to be taken to obtain the Reward(s), and any
other terms and conditions.
4. Types of Rewards. Rewards give you (a) Credits in your Wallet or (b)
something different (e.g. a Credit Card Cashback, or a voucher). We’ll explain
each Reward at the appropriate time.
5. How to get Credits. Credits are usually issued as a result of getting a
Reward. But we may issue Credits for other reasons - if your Travel
Experience didn’t live up to our usual high standards, for example.
6. Where to find your Credits. Once you’ve received some Credits, you’ll
find a ‘Rewards and Wallet’ link in your Booking.com Account menu. Under
the ‘Wallet’ tab, you’ll see your total Credits balance (split into Travel Credits
and Cash Credits, if you have both kinds). You’ll see when Credits were
received or spent, and when they’ll expire. If you have Cash Credits, you’ll
also see a link to cash them out.
7. Types of Credits. Travel Credits can only be spent on certain Travel
Experiences. We’ll show you which Travel Experiences you can pay for with
Travel Credits (which specific accommodations, attractions, car rentals, etc.).
Cash Credits can be cashed out to your Payment Method (click ‘Withdraw
Cash Credit’), or spent on any Travel Experience that you can pay for with
Travel Credits.
Rewards
8. To receive any type of Rewards, you must, when qualifying for and using
the Credits:
have an Account with us
be at least 18 years old
meet the Individual Reward Criteria
not violate the Rewards & Wallet Terms, and
have a valid credit card, to qualify for Credit Card Cashback Rewards.
9. When a Reward is available, the Individual Reward Criteria will explain how
(and if) you can qualify for it. There may be:
time-sensitive restrictions (e.g. offers with expiry dates)
platform restrictions (e.g. promotional codes that can only be used in our
app)
property restrictions (e.g. offers that can only be used with specific
Service Providers)
a minimum spend (e.g. a Reward that you’ll only earn when you spend at
least a certain amount on a Booking)
a maximum Reward value (for either monetary or non-monetary
Rewards).

10. Rewards cannot be sold, encumbered or transferred in any way to a third
party. In the event of an Account holder’s death, their Account will be closed
and their Rewards (if any) will be cancelled.
Credits
11. You can put either Cash Credits or Travel Credits towards the cost of an
eligible Travel Experience on a participating Platform (e.g. www.booking.com
or a Group Company website).
12. If that Travel Experience costs less than you have in Credits, your unused
Credits will remain available in your Wallet.
13. If that Travel Experience costs more than you have in Credits, you must
make up the rest of the cost in time, using another accepted Payment Method
- or your purchase will be cancelled, and your Credits returned to your Wallet.
14. If you have various Credits with more than one expiration date, the Credits
with the earliest expiration date will be used first.
15. If you cancel a Travel Experience that you’ve paid for (in part or in full)
with Credits, the Service Provider’s cancellation policy will determine whether
or not your money and/or Credits are refunded. Our Customer Service team
will be able to refund any Credits that you may be entitled to.
16. You can cash out Cash Credits (but not Travel Credits) to a Payment
Method.
17. Your Wallet’s default currency is determined by your location, residency or
another currency we may elect. If you get any Credits or Credit Card
Cashbacks in another currency, we’ll convert them to your default currency, or
another currency we may elect, using our Currency Conversion Rate.
18. If a Reward was issued because you booked a Travel Experience, any
associated Credits that haven’t been used will be deleted from your Wallet if
that Travel Experience is cancelled.
19. We reserve the right to cancel any Reward that was obtained by fraud.
20. If you think you’ve not received a Reward that you should have, please
contact our Customer Service team no more than 12 months after you did
whatever it was that you believe qualified you for it. Please provide any
supporting documentation you have. If you don’t do this within 12 months, you
won’t be able to claim the Reward.
21. All Credits have an expiration date, which you’ll find in the ‘Credits’ section
of your Wallet.
Wallet
22. All data, including personal data, will be processed in accordance with our
privacy policy and applicable data protection laws and regulations. It will be
shared with Group Companies or Service Providers as required by the Wallet
programme. Lost, stolen or expired Rewards will not be replaced.
23. Your obligations:
You’re responsible for making sure that all information is (and stays)
correct, complete and up to date
If we ask you for proof of ID, please provide it within 30 days
You’re responsible for keeping your Wallet sign-in details safe and secure.
24. If you don’t adhere to the rules in this section, we may automatically
suspend or cancel your Wallet.
25. You may not use your Wallet or Rewards in any way that is misleading,
unfair or harmful.
26. We may set off/settle any or all of your Credits against any claim we (or a
Group Company) have against you. We may do this at any time, and without
advance notice.
27. We may change, suspend or end any aspect of the Wallet, Rewards and
Credits. In particular, we might change:
these Rewards & Wallet terms
which users we allow to have a Wallet
which Rewards or Credits we provide
the expiration dates of any Rewards or Credits

any Individual Reward Criteria.
28. We will make reasonable efforts to give you prior notice if we make any
changes or stop providing Wallets altogether.
29. If we stop providing Wallets, all Credits and Rewards that haven’t expired
will be valid for another 12 months.
A14. Intellectual property rights
1. Unless otherwise stated, all rights in our Platform (technology, content,
trademarks, look & feel, etc.) are owned by Booking.com (or its licensors) and
by using our Platform you agree to do so for its intended purpose only and
respecting the conditions set out below in paragraphs A14.2 and A14.3.
2. You’re not allowed to monitor, copy, scrape/crawl, download, reproduce or
otherwise use anything on our Platform for any commercial purpose without
written permission of Booking.com or its licensors.
3. We keep a close eye on every visit to our Platform, and we’ll block anyone
(and any automated system) we suspect of:
conducting an unreasonable amount of searches
using any device or software to gather prices or other information
doing anything that places undue stress on our Platform.
4. By uploading any picture to our Platform (with a review, for example),
you’re confirming that it complies with our criteria and that:
it’s truthful (you haven’t altered the picture, for example, or uploaded a
picture of a different property)
it doesn’t contain any viruses
you’re allowed to share it with us
we’re allowed to use it on our platform and in relation to further
commercial purposes (including in a promotional context), everywhere,
forever (when you let us know we can no longer use it we will consider
any such reasonable request)
it doesn’t infringe the privacy rights of other people
you accept full responsibility for any legal claims against Booking.com
related to it.
5. Just to make it clear: we’re not responsible and liable for any picture
uploaded to our Platform, we’re allowed to remove any picture upon our
discretion (for instance, if we detect that a picture does not meet the above
criteria).
A15. What if something goes wrong?
1. If you have a query or complaint, please contact our Customer Service
team. You can do this by accessing your Booking, or through our app, or
through our Help Centre (where you’ll also find some useful FAQs). You can
help us help you as quickly as possible - by providing:
your Booking confirmation number, your contact details, your PIN code (if
you have one) and the email address you used when you made your
Booking
a summary of the issue, including how you’d like us to help you
any supporting documents (bank statement, pictures, receipts, etc.)
2. All queries and complaints are recorded, and the most urgent ones are
treated as highest priority.
3. If you're a resident of the European Economic Area and you’re not happy
with the way we handle your complaint, you may be able to complain via the
European Commission's ODR (Online Dispute Resolution) platform
(ec.europa.eu/odr). It depends on what your complaint was about:

if it was about an accommodation, flight or attraction, you can use that
ODR platform
if it was about ground transport, you can’t (because ground transport is
booked with Booking.com Transport Limited, and the UK has left the EU).
4. If you’re a resident of the Czech Republic and you’re not happy with the
way we handle your complaint, you can complain to the Czech Trade
Inspection Authority - Central Inspectorate, ADR Department, registered office
Štěpánská 15, Prague 2, postal code: 120 00, email: adr@coi.cz,
https://www.coi.cz/informace-o-adr/.
5. If you’re a resident of Brazil and you're not happy with the way we handle
your complaint, you can complain via the Brazilian Federal Consumer Dispute
Resolution Platform (consumidor.gov.br/).
6. We do try to resolve disputes internally, and we’re not obliged to submit to
any alternative dispute resolution procedures handled by independent
providers.
A16. Communication with the Service Provider
1. We may help you communicate with your Service Provider,
but we can’t guarantee that they’ll read anything from you, or
that they’ll do what you ask. In itself, the fact that you contact
them, or that they contact you, doesn’t mean you have any
grounds for legal action.
A17. Measures against unacceptable behaviour
1. We have the right to stop you making any Bookings, to cancel any
Bookings you’ve already made, and/or to stop you using our Platform, our
Customer Service, and/or your Account. Of course, we’ll only do this if, in our
opinion, there’s a good reason to - for example:
fraud or abuse
non-compliance with Our values, or with applicable laws or regulations
inappropriate or unlawful behaviour (e.g. violence, threats or invasion of
privacy) in relation to us, any of the companies we work with – or anyone
else, for that matter.
2. If we cancel a Booking as a result, you won’t be entitled to a refund. We
may tell you why we've cancelled your Booking, unless telling you would (a)
contravene applicable laws and/or (b) prevent or obstruct the detection or
prevention of fraud or other illegal activities. If you believe we have incorrectly
cancelled your Booking, please contact our Customer Service team.
A18. Limitation of liability
1. To the extent permitted by mandatory consumer law, we’ll only be liable for
costs you incur as a direct result of a failure on our behalf. This means, to the
extent permitted by law, we won’t be liable for (e.g.) any:
indirect loss or indirect damage
inaccurate information about a Service Provider
product, service or action of a Service Provider or other business partner
mistake in an email address, phone number or credit card number (unless
it’s our fault)
force majeure or event beyond our control.
2. If you are in breach of these Terms and/or the Service Provider’s terms, to
the extent permitted by law:
we won’t be liable for any costs you incur as a result, and

you won’t be entitled to any refund.
3. To the extent permitted by law, the most that we, or any Service Provider,
will be liable for (whether for one event or a series of connected events) is the
cost of your Booking, as set out in your confirmation email.
4. Nothing in these terms will limit our (or the Service Provider’s) liability in
respect of our (or their) own (i) negligence that leads to death or personal
injury or (ii) fraud or fraudulent misrepresentation.
5. We don’t make any promises about Service Providers’ products and
services (apart from what we expressly state in these Terms). Making the right
choice(s) is entirely your responsibility.
6. Just to make it clear: nothing in these Terms will entitle any third party other
than the Service Provider to anything.
7. You may be protected by mandatory consumer protection laws and
regulations, which guarantee you rights that no company’s terms can
overrule. In that case, our liability is determined not just by these Terms, but
also by any applicable consumer protection laws and regulations.
A19. Applicable law and forum
1. To the extent permitted by mandatory local (consumer) law, these Terms
and our services will be governed by Dutch law (for accommodations, flights
or attractions) or English law (for car rentals and private/public transport).
2. To the extent permitted by mandatory local (consumer) law, any dispute will
exclusively be submitted to the competent courts in Amsterdam (for
accommodations, flights or attractions) or England and Wales (for car rentals
and private/public transport).
A20. Linked travel arrangements
1. If:
after selecting and paying for one travel service, you book additional
travel services for your trip or holiday during the same visit to the
Platform; or
you book additional travel services for your trip or holiday via a link
provided to you by us not later than 24 hours after receiving confirmation
of your initial Booking with us,
you will NOT benefit from rights applying to packages under the EU’s
Directive (EU) 2015/2302 or the UK's Package Travel and Linked Travel
Arrangements Regulations 2018 (together, the ‘Package Travel
Requirements’). Therefore, we will not be responsible for the proper
performance of those travel services. In case of problems, please contact the
relevant Service Provider.
2. In either of these cases, the travel services will become part of a linked
travel arrangement and not a package. In that case Booking.com has, as
required by EU and UK law, protection in place to refund your payments to
Booking.com for services not performed because of Booking.com's
insolvency. Please note that this does not provide a refund in the event of the
insolvency of the relevant Service Provider.
3. Booking.com has voluntarily extended this insolvency protection to
customers outside of the EU and UK who have booked multiple travel
services via Booking.com that constitute Linked Travel Arrangements within
the meaning of the Package Travel Requirements. This extension only applies
to payments received by Booking.com.
4. Booking.com has taken out insolvency protection by way of a bank
guarantee with Deutsche Bank administered by Sedgwick International UK for
any monies paid directly to Booking.com.
5. Travellers may contact Sedgwick International UK (60 Fenchurch Street,
London EC3M 4AD, the United Kingdom, tel. +44 207 530 0600, email:
helpline@uk.sedgwick.com) if the services are denied because of
Booking.com's insolvency.
6. Note: This insolvency protection does not cover contracts with parties other
than Booking.com, which can be performed despite Booking.com's
insolvency.
7. Please see Directive (EU) 2015/2302 as transposed into national law in the
European Union or in the United Kingdom.

B. Accommodations
B1. Scope of this section
B2. Contractual relationship
B3. What we will do
B4. What you need to do
B5. Price and payment
B6. Amendments, cancellations and refunds
B7. What else do you need to know?
B1. Scope of this section
1. This section contains the specific terms for Accommodations
products and services.
B2. Contractual relationship
1. When you make a Booking, it’s directly with the Service
Provider. We’re not a ‘contractual party’ to your Booking.
2. Booking.com B.V. owns and operates the Platform.
3. Our Platform only shows Accommodations that have a
commercial relationship with us, and it doesn’t necessarily
show all their products or services.
4. Information about Service Providers (e.g. facilities, house
rules and sustainability measures) and their Travel Experiences
(e.g. prices, availability and cancellation policies) is based on
what they provide to us. They’re responsible for making sure
it’s accurate and up to date.
B3. What we will do
1. We provide the Platform on which Service Providers can
promote and sell their Accommodations – and you can search
for, compare and book them.
2. Once you’ve booked your Accommodation, we will provide
you and the Service Provider with details of your Booking,
including the names of the guest(s).
3. Depending on the terms of your Booking, we may be able to
help you change or cancel it if you wish to.
B4. What you need to do
1. Fill in all your contact details correctly, so we and/or the
Service Provider can provide you with information about your
Booking and, if necessary, contact you.
2. Read these Terms and the terms displayed during the
booking process carefully.
3. Take care of the Accommodation and its furniture, fixtures,
electronics and other contents, and leave things in the same
state they were when you got there. If anything is broken,
damaged or lost, make sure you report it to the staff there (as
soon as you can, and certainly before you check out).

4. Maintain the security of the Accommodation and its contents
during your stay. So don’t, for example, leave doors or windows
unlocked.
B5. Price and payment
1. See ‘Prices’ (A6) and ‘Payment’ (A7) above.
B6. Amendments, cancellations and refunds
1. See ‘Policies’ (A8) above.
B7. What else do you need to know?
We Price Match
1. We want you to get the best possible price every time. If,
after you've booked your Accommodation with us, you find the
same Accommodation (with the same conditions) for less on
another website, we promise to refund the difference, subject
to the We Price Match terms and conditions.
Partner offer
2. Some offers on our Platform are marked as 'Partner offers', which means
they come to us through a Booking.com partner company, rather than straight
from a Service Provider. Unless otherwise indicated, any Partner offer that
you reserve:
Must be paid for at the time of booking
Can't be modified. However, if it offers free cancellation, you will be able
to cancel it for free, as long as you do it in time.
Can't be combined with any other offers (promotions, incentives or
rewards)
Can't be scored or reviewed on our Platform.
Price incentives by Booking.com
3. Some of the price reductions you see are funded by us, not
by the Service Provider. We simply pay some of the cost
ourselves.
Damage policy
4. When you’re booking, you may see that some Service Providers refer to a
‘damage policy’. This means that if anyone in your group loses or damages
anything:
you should inform the Service Provider
instead of charging you for it directly, the Service Provider will have 14
days to submit a damage payment request through our Platform, under
your reservation number
if they do, we’ll tell you, so you can tell us if you have any comments, and
whether or not you agree with the charge - and then:
if you agree, we’ll charge you on their behalf
if you disagree, we’ll look into it and decide whether or not to discuss it
further*.
5. There’s a limit (which is shown while you’re booking) to how
much the Service Provider can charge you under the damage
policy through our Platform.

6. Any payment you make would be between the Service
Provider and you – we’d just be organising it on the Service
Provider’s behalf.
7. The damage policy doesn’t relate to general cleaning,
ordinary wear and tear, any crimes (such as theft), or any non-
physical ‘damages’ (e.g. fines for smoking or bringing pets).
8. The Service Provider might require a ‘damage deposit’
before or at check-in. If they do, we’ll tell you about it while
you’re booking – but it has nothing to do with the ‘damage
policy’. We won’t be involved in any financial settlement related
to damage deposits.
* If there is any damage, the Service Provider can always
decide to initiate a (legal) claim against you outside of the
damage policy, in which case the limit (see 5 above) wouldn’t
apply.
How We Work
9. For info on reviews, ranking, how we make money (and
more), check out How We Work.
C. Attractions
C1. Scope of this section
C2. Contractual relationship
C3. What we will do
C4. What you need to do
C5. Price and payment
C6. Amendments, cancellations and refunds
C7. What else do you need to know?
C1. Scope of this section
1. This section contains the specific terms for Attractions
products and services.
C2. Contractual relationship
1. We do not (re)sell, offer or provide any Attractions on our
own behalf - when you book an Attraction, you enter into a
contract directly with (a) the Service Provider or (b) a Third-
Party Aggregator (if they’re reselling the Attraction), as
disclosed during the booking process.
2. We act solely as the Platform and are not involved in the
Third-Party Terms. We are not responsible for your ticket and
(to the fullest extent permitted by law) have no liability to you in
relation to your Booking.
C3. What we will do

1. We provide the Platform on which Service Providers and
(from time to time) Third-Party Aggregators can promote and
sell Travel Experiences – and you can search for, compare and
book them.
2. Once you’ve booked your Attraction, we’ll provide you and
the Service Provider with details of the Booking; if the Service
Provider needs more than your name, we’ll tell you at the time
of booking.
3. Depending on the terms of your Booking, we may be able to
help you change or cancel it if you wish to.
C4. What you need to do
1. You must fill in all your contact details correctly, so we and/or
the Service Provider can provide you with information about
your Booking and, if necessary, contact you.
2. You must read and agree to comply with our Terms and the
Third-Party Terms (which will be displayed at checkout) – and
acknowledge that breaching them may lead to additional
charges and/or the cancellation of your Booking.
C5. Price and payment
1. When you book an Attraction, we will organise your payment.
For details of how this works (including the related rights and
obligations), please see ‘Payment’ (A7) above.
C6. Amendments, cancellations and refunds
1. Please see ‘Policies’ (A8) above.
C7. What else do you need to know?
How We Work
1. For info on reviews, ranking, how we make money (and
more), check out How We Work.
D. Car rentals
D1. Scope of this section
D2. Contractual relationship
D3. What we will do
D4. What you need to do
D5. Price and payment
D6. Amendments, cancellations and refunds
D7. What else do you need to know?
D1. Scope of this section
1. This section contains the specific terms for Car Rental
products and services.
D2. Contractual relationship
1. When you book a Rental, your Booking is either (a) with us or (b) directly
with the Service Provider. Either way:

our Terms govern the booking process; when we send you your Booking
Confirmation, you’ll enter a contract with us
the Rental Agreement governs the Rental itself; when you sign this at the
rental counter, you’ll enter a contract with the Service Provider (but you’ll
see and accept the key terms of it while you’re booking your car).
2. In most cases, you’ll get your Booking Confirmation as soon as you
complete your Booking – but if the Service Provider doesn't confirm your
Rental immediately, we won’t take payment or send you your Booking
Confirmation until they’ve done so.
3. If there’s any mismatch between these Terms and the Rental Agreement,
the Rental Agreement will apply.
D3. What we will do
1. We provide the Platform on which Service Providers can promote and sell
their Travel Experiences – and you can search for, compare and book them.
2. We don’t guarantee the precise make and model you’re booking (unless we
expressly say so). The phrase ‘or similar’ means you could get a similar car
(i.e. the same size, with the same kind of gearbox, etc.). So the car pictures
are illustrative only.
3. Once you’ve booked your Rental:
we’ll give the Service Provider the Booking details (e.g. the Main Driver's
name and contact phone number)
we’ll provide you with Pick-up information (e.g. the Service Provider's
contact details, and details of what you need to take with you).
D4. What you need to do
1. You must provide all the information we need to arrange your Booking
(contact details, Pick-up time, etc.).
2. You must read and agree to comply with these Terms and the Rental
Agreement - and acknowledge that if you breach them:
you might have to pay additional charges
your Booking might be cancelled
the counter staff might refuse to hand over the keys at the rental counter.
3. You must check your Rental's specific requirements, as many details
(driving licence requirements, security deposit size, paperwork needed,
payment cards accepted, etc.) vary per Rental. So please make sure you
carefully read:
these Terms
the key terms of the Rental Agreement, which you'll see while you’re
booking, and
the Rental Agreement itself, which you'll receive at Pick-up.
4. You must be at the rental counter by your Pick-up Time: if you’re late, the
car may no longer be available, and you won’t be entitled to a refund. If you
think you might be late, it's vital that you contact the Service Provider or us,
even if it's because of a flight delay and you’ve provided your flight number.
5. The key terms of your Rental tell you what the Main Driver needs at Pick-
up. You must ensure that when they get to the rental counter, they bring
everything they need (e.g. driving licence, any required ID, and a credit card
in their own name, with enough available funds to cover the security deposit).
6. You must make sure the Main Driver is both eligible and fit (in the Service
Provider’s opinion) to drive the car.
7. You must have all the documents (such as ID, voucher and driving licence)
that you need at Pick-up.
8. You must show the counter staff each driver's full, valid driving licence,
which they must have held for at least 1 year (or longer, in many cases). If any
driver has endorsements/points on their licence, please let us know as soon
as possible, as the Service Provider may not allow them to drive.

9. You must ensure that any driver with a driving licence issued in England,
Scotland or Wales obtains a licence 'check code' no more than 21 days
before Pick-up.
10. You must ensure that every driver has their own International Driving
Permit (if they need one) as well as their driving licence. Note that all drivers
must carry their driving licence (and International Driving Permit, if they need
one) at all times.
11. You must ensure that every child has an appropriate child seat if they
need one.
12. You must, if anything goes wrong during your Rental (accident,
breakdown, etc.):
contact the Service Provider
not authorise any repairs without the Service Provider's consent
keep all documentation (repair bills, police reports, etc.) to share with us /
the Service Provider / an insurance company.
D5. Price and payment
1. Booking.com Transport Limited is the merchant of record for
your Booking. For details of our payment process, please see
‘Payment’ (A7) above.
Additional costs and fees
2. In many cases, the Service Provider will charge a young driver fee for each
driver under a certain age (e.g. 25). In some cases, they may charge a senior
driver fee for each driver over a certain age (e.g. 65). When booking on our
Platform, you must enter the Main Driver's age, so we can show you details of
any age-related fee(s) – which you would pay at Pick-up.
3. In many cases, the Service Provider will charge a one-way fee if you drop
the car off at a different location. If you intend to do this, you need to enter the
drop-off location while booking, so we can tell you if it’s possible, and show
you details of any one-way fee – which you would pay at Pick-up.
4. In many cases, the Service Provider will charge a cross-border fee for
taking the car to a different country/state/island. If you intend to do this, it's
vital you tell us and/or the Service Provider as soon as you can (it must be
before Pick-up).
5. The price of your Rental is calculated based on 24-hour units, so (e.g.) a
25-hour rental will cost as much as a 48-hour rental.
6. If, after Pick-up, you decide you want to keep the car for longer, please
contact the Service Provider. They'll tell you how much this would cost, and
you'll enter a new contract with them directly. If you drop the car off late
without agreeing this in advance, they may charge an additional fee as well.
Extras
7. In some cases, you'll pay for any optional extras (child seats, GPS, winter
tyres, etc.) when you book your car – in which case, you're guaranteed to get
them at Pick-up.
8. In other cases, you'll merely request any extras when you book your car –
in which case:
you'll pay for them at Pick-up, and
the Service Provider doesn't guarantee they'll be available for you.
D6. Amendments, cancellations and refunds
1. We go above and beyond our legal obligations. Even though local laws
don’t require us to offer specific cancellation rights, we guarantee that we will
honour our refunds policy if you cancel your Booking.
2. The following ‘Cancellation and Amendments’ terms apply to all Bookings
apart from:
Bookings with Dollar or Thrifty that were booked before 26 January 2021
(please check your rental terms)
Bookings that are labelled ‘non-refundable’ (you cannot amend a non-
refundable Booking, and you won’t receive a refund if you cancel it).

Cancellations
3. If you cancel:
MORE THAN 48 hours before your rental is due to start, you’ll receive a
full refund.
LESS THAN 48 hours before, or while you’re at the rental counter, we’ll
refund what you paid minus the cost of 3 days of your rental - so there
won’t be any refund if your car was booked for 3 days or less.
AFTER your rental is due to start (or you just don’t turn up) you’ll receive
no refund.
4. The counter staff may refuse you the car if (for example):
You don’t arrive on time
You are not eligible to rent the car
You don’t have the documentation you need
The main driver doesn’t have a credit card in their own name, with
enough available funds for the car’s security deposit.
If that happens, please call us from the rental counter to cancel your Booking,
and you’ll receive a refund, minus the cost of 3 days of your rental. Otherwise,
you won’t be entitled to a refund.
Amendments (changes to your Booking)
5. You can make changes to your Booking anytime before you’re due to pick
the car up.
6. In most cases, the easiest way to do this is via our app - or our website
(under ‘Manage Booking’).
7. There is no administration fee for changing your Booking, but any changes
you make may affect the rental price. Sometimes, the only way we can
change a Booking is to cancel it and make another one, in which case we
may charge you a cancellation fee on the rental company’s behalf.
8. If changing your Booking would change the price or incur a cancellation
fee, we will tell you in advance.
Changes made by us
9. If we/the Service Provider need to change your Booking (e.g. if the Service
Provider can’t provide the car), we’ll tell you as soon as we can. If you don't
accept that change, you’ll be entitled to cancel and claim a full refund (no
matter how close the start of your Rental is) but we will have no additional
liability for any direct or indirect costs you may incur (e.g. hotel rooms or
taxis).
D7. What else do you need to know?
General
1. In all cases, drivers must be at least a minimum age to rent or
drive a car. In some cases, they must also be below a maximum
age. The limit(s) can vary by Service Provider, by location and
by type of car.
2. Only eligible drivers whose names appear on the Rental
Agreement may drive the car.
3. You must not take the car to a different country/state/island
and/or drop it off at a different location without arranging this in
advance.
Late Pick-up/early drop-off

4. If you pick your car up later (please see D4.4 above) or drop
it off earlier than agreed in your Booking Confirmation, the
Service Provider will not refund you for the 'unused' time.
How We Work
5. For info on reviews, ranking, how we make money (and
more), check out How We Work.
E. Flights
E1. Scope of this section
E2. Contractual relationship
E3. What we will do
E4. What you need to do
E5. Price and payment
E6. Amendments, cancellations and refunds
E7. What else do you need to know?
E1. Scope of this section
1. This section contains the specific terms for Flights products
and services.
E2. Contractual relationship
1. Most Flights on our Platform are provided via a Third-Party Aggregator,
which acts as an intermediary to the airline(s).
2. When you make a Booking, it’s directly with the airline. We’re not a
‘contractual party’ to your Booking. When booking, you enter into (i) an
Intermediation Contract with the Third-Party Aggregator (for the ticket) and (ii)
a Contract of Carriage with the airline (for the Flight itself).
3. If you book any extras (additional baggage, insurance, etc.), you’ll enter
into a direct contract with the Third-Party Aggregator or another company. We
will not be involved in this contract.
4. We act solely as the Platform and are not involved in the Third-Party Terms.
We are not responsible for your ticket or any extras you may buy and (to the
fullest extent permitted by law) have no liability to you in relation to your
Booking.
E3. What we will do
1. We provide the Platform on which Service Providers can promote and sell
their Travel Experiences and you can search for, compare and book them.
2. Once you’ve booked your Flight, your Booking details (e.g. the names of
the traveller(s)) will be provided to the Service Provider.
3. Depending on the Contract of Carriage, we may be able to help you change
or cancel your Booking if you wish to.
E4. What you need to do
1. You must fill in all your contact details correctly, so we and/or the Service
Provider can provide you with information about your Booking and, if
necessary, contact you.
2. You must read and agree to comply with our Terms and the Third-Party
Terms (which will be displayed at checkout) – and acknowledge that
breaching them may lead to additional charges and/or the cancellation of your
Booking.
E5. Price and payment
1. When you book a Flight, your payment will be organised by
us, by the Third-Party Aggregator (or a party specified by
them), or by a third party such as an airline. For details of how

we organise payments (including the related rights and
obligations) please see ‘Payment’ (A7) above.
E6. Amendments, cancellations and refunds
1. You’ll find the cancellation policy in the Contract of Carriage, which is
available while you’re booking your Flight.
2. There may be a fee for changing or cancelling your Flight.
3. Airlines reserve the right to reschedule or cancel flights at their discretion.
4. Different tickets from the same airline may have different restrictions or
include different services.
5. If you have any questions about changes, cancellations or refunds, please
contact our Customer Service team.
E7. What else do you need to know?
Code share
1. Some airlines have ‘code share’ agreements with other
airlines. So you may buy your ticket from one airline (your
‘ticketing carrier’), but fly in a plane that’s owned by another
airline (your ‘operating carrier’). In most cases like this, you will
check in with your operating carrier – but please confirm this
with your ticketing carrier ahead of time.
2. While you’re booking your Flight, you’ll be informed if it’s a
‘code share’ Flight.
Airline prohibited practices
3. Most airlines don’t allow people to buy tickets that include
flights they don’t intend to use – for example, a round-trip
ticket if the person doesn’t intend to use the return flight. For
more examples, just enter "point-beyond ticketing", "hidden-
city ticketing" or "back-to-back ticketing" into a search engine.
4. When you purchase a Flight, you agree not to do this, and to
indemnify us against any airline claims for any difference
between the cost of your actual journey and the cost of the full
journey specified on your ticket(s).
Use of flight segments
5. Most airlines require customers to use their flights in order.
So if you don’t take your first Flight, your airline may
automatically cancel the rest of your itinerary.
6. If your airline does allow you to ‘skip’ any Flights in your
itinerary, please make sure you cancel the Flight(s) you don’t
want, in line with the cancellation policy. Note that you may not
be entitled to a full refund (or any refund) for these unused
Flights.
One-way tickets
7. If you buy two one-way tickets rather than a single round-trip
ticket:
you’ll be making two separate Bookings, each with its own rules and
policies

any changes to one Flight will not affect the other (for example, if your
initial Flight is cancelled, you won’t be guaranteed a refund for your
second Flight).
8. If you’re travelling abroad, you may need to prove to the
Check-in and/or Immigration staff that you have a return Flight
(see ‘International travel’ below for more on passports, visas,
etc).
Charges, taxes and fees
9. Your fare will include any taxes and fees charged by an airline
or government (except entry/exit fees - see ‘Entry/exit fees’
below). You may be responsible for dealing with any retroactive
change in the tax rate.
Booking fee
10. We don’t charge any booking fees - but the Third-Party
Aggregator might, depending on which Flight you’ve chosen.
11. If they do, the fee will be included in the price of your ticket.
Fees for baggage and other extras
12. Your airline may charge for checked baggage,
excess/overweight baggage, priority boarding, allocated
seating, onboard entertainment, food and drink and/or airport
check-in.
13. If they do, the charge(s) will be on top of the price of your
ticket (unless it’s expressly stated that your Flight included the
extra(s)).
International travel
14. It’s your responsibility to:
carry a valid passport and/or visa if required
comply with any entry requirements
find out if you need a visa to pass through a country that isn’t your final
destination
check with the relevant embassy in advance to see if there’s been any
change in passport, visa or entry requirements
review any warnings or advice from your country of residence/origin
before you go to/through a country or region.
15. By arranging travel to or from any location, we are not
guaranteeing that it is without risk – and, to the fullest extent
permitted by law, we will not be liable for any resulting damages
or losses.
16. It’s not a common practice, but international law allows
‘disinsection’ of aircraft to kill insects. To do this, personnel
might spray the aircraft’s cabin with an aerosolised insecticide
while passengers are on board, or treat its interior surfaces with
a residual insecticide while they’re not on board. Before you

travel, we advise you to find out about disinsection, including
where it might happen.
Entry/exit fees
17. Your fare will not include any fee that a country or airport
charges people entering/leaving the country and that is
collected directly at the airport. Before you travel, we advise
you to find out if you’ll have to pay this kind of fee.
UK: Your financial protection
18. ATOL Holder: Booking.com B.V.
19. ATOL Licence Number: 11967
20. Within the UK, we provide full financial protection for our
ATOL protected flight only sales by way of our Air Travel
Organiser's Licence number 11967, issued by the Civil Aviation
Authority, Aviation House, Beehive Ringroad, West Sussex, RH6
0YR, UK, telephone +44 (0)333 103 6350, email
claims@caa.co.uk.
21. When you buy an ATOL protected flight from us you will
receive an ATOL Certificate. This lists what is financially
protected, where you can get information on what this means
for you and who to contact if things go wrong.
22. We, or the suppliers identified on your ATOL Certificate, will
provide you with the services listed on the ATOL Certificate (or
a suitable alternative). In some cases, where neither we nor the
supplier are able to do so for reasons of insolvency, an
alternative ATOL holder may provide you with the services you
have bought or a suitable alternative (at no extra cost to you).
You agree to accept that in those circumstances the alternative
ATOL holder will perform those obligations and you agree to
pay any money outstanding to be paid by you under your
contract to that alternative ATOL holder. However, you also
agree that in some cases it will not be possible to appoint an
alternative ATOL holder, in which case you will be entitled to
make a claim under the ATOL scheme (or your credit card
issuer where applicable).
23. If we, or the suppliers identified on your ATOL certificate,
are unable to provide the services listed (or a suitable
alternative, through an alternative ATOL holder or otherwise)
for reasons of insolvency, the Trustees of the Air Travel Trust
may make a payment to (or confer a benefit on) you under the
ATOL scheme. You agree that in return for such a payment or
benefit you assign absolutely to those Trustees any claims
which you have or may have arising out of or relating to the
non-provision of the services, including any claim against us,

the travel agent (or your credit card issuer where applicable).
You also agree that any such claims may be reassigned to
another body, if that other body has paid sums you have
claimed under the ATOL scheme.
EU: Passengers' rights under EU Regulation 261/2004
24. If your flight is delayed or cancelled, or you’re denied
boarding, you may be entitled to compensation/assistance
under EU Regulation 261/2004 if:
You’re flying into the European Union (EU)
You’re flying out of the EU
Your Flight is provided by an EU airline
EU: Airline carrier liability under EU Regulation 889/2002
25. If there’s an accident that happens within the EU, EU
Regulation 889/2002 might apply to you.
EU: Rights of disabled persons and persons with reduced
mobility when travelling by air under EU Regulation
1107/2006
26. EU Regulation 1107/2006 provides for certain rights for
people who are disabled or have reduced mobility.
How We Work
27. For info on reviews, ranking, how we make money (and
more), check out How We Work.
F. Private and Public Transport
F1. Scope of this section
F2. Contractual relationship
F3. What we will do
F4. What you need to do
F5. Price and payment
F6. Amendments, cancellations and refunds
F7. What else do you need to know?
F1. Scope of this section
1. This section contains the specific terms for Private and
Public Transport products and services.
F2. Contractual relationship
1. When you pre-book Private or Public Transport, your Booking
will be directly with the Service Provider. When you book an
On-Demand Private Transport, your Booking will be with the
Third-Party Aggregator. In all cases, our Terms will govern the
booking process.
2. Pre-Booked Private Transport. You and the Service
Provider both agree to comply with these Terms.

3. Public Transport and On-Demand Private Transport.
You’ll be provided with the Service Provider’s terms during the
booking process. If there is any mismatch between their terms
and our Terms, their terms will apply.
4. On-Demand Private Transport. By making a Booking, you are
confirming that you:
have read and accept the Service Provider's terms
agree to contact the Service Provider directly about anything that goes
wrong
understand that the Service Provider is responsible for arranging and
providing your Private Transport, choosing routes, setting prices, and
providing all relevant information
accept that we just provide a booking platform (known as an API service),
and will not be liable for any loss you suffer because of anything the
driver/Service Provider does or does not do.
Not all Service Providers have their own terms, but you’re
welcome to check out all the terms that we’ve been provided
with.
F3. What we will do
1. We provide the Platform on which Service Providers can promote and sell
their Travel Experiences – and you can search for, compare and book them.
2. Once you’ve made your Booking, we’ll give the Service Provider your
details (e.g. your name, phone number and pick-up location).
3. All Private Transport. We’ll give you the Service Provider's contact details.
4. Pre-Booked Private Transport. We’ll make sure the Service Provider
knows what size of vehicle you’ve requested.
5. Public Transport. We’ll give you (or tell you how to collect) your ticket(s).
F4. What you need to do
1. You must check the details of your Booking carefully, and
provide all the information we need to arrange your Booking
(your requirements, contact details, etc.).
2. You must make sure everyone in your group complies with
our Terms and (where applicable) the Service Provider’s terms,
which you saw and accepted during the booking process. You
acknowledge that if you breach them:
you might have to pay additional charges
your Booking might be cancelled
your driver may refuse to transport you.
3. You must bear in mind that estimated journey times don’t
take traffic conditions into account.
4. All Private Transport. You must make sure all passengers
are at the pick-up location on time.
5. All Private Transport. At and around your Pick-up Time, you
must have the phone (whose number you entered when you
made your Booking) switched on and able to receive calls/texts,

in case the driver needs to contact you. We can't guarantee
they’ll be able to reach you through messaging applications
such as WhatsApp or Viber.
6. Pre-Booked Private Transport. For any airport pick-up, you
must give us your flight details at least 24 hours before your
Pick-up Time, so your Service Provider can adjust the Pick-up
Time if your flight is delayed. If they can’t provide a Private
Transport following a flight delay or cancellation, please
contact our Customer Service team.
7. Public Transport. You must make sure all passengers arrive
on time, leaving enough time to collect tickets if necessary.
8. You must be 18 or older to make a Booking, and any
passenger under 18 must be accompanied by a responsible
adult.
9. You must make sure no passenger behaves inappropriately -
e.g. being abusive or doing anything that might endanger
someone.
10. You must make sure you choose Public/Private Transport
that’s suitable (in terms of party size, amount of luggage,
accessibility requirements, etc.).
F5. Price and payment
1. Booking.com Transport Limited is the merchant of record for
your Booking. For details of our payment process, please see
‘Payment’ (A7) above.
2. Pre-Booked Private Transport. Price includes any tolls,
congestion charges, taxes and peak surcharges. Payment is
taken at the time of booking.
3. On-Demand Private Transport. Price will be confirmed
(and payment taken) when your driver drops you off. The price
might be different from the price estimated when you booked.
You are responsible for any tolls, congestion charges, taxes,
peak surcharges and gratuities.
4. Public Transport. Payment is taken when your Booking is
confirmed. Before departure, the Service Provider may need to
see your ticket(s)/e-ticket(s). Please keep it/them with you at all
times, or you might have to pay again.
5. The Service Provider/driver doesn’t have to agree to any
changes to the Journey that you request in person. If they do,
they may charge extra.
F6. Amendments, cancellations and refunds
Cancellation
1. In most cases...
Pre-Booked Private Transport. You can cancel for free up to 24 hours
before your Pick-Up Time (2 hours in some cases - please see your

confirmation). If you don't cancel on time, you won't be entitled to a
refund.
On-Demand Private Transport. You can cancel anytime before your
Pick-Up Time, but the Service Provider may charge you a cancellation
fee.
Public Transport. You probably won’t be entitled to a refund once your
Booking is confirmed. If your plans change, please contact our Customer
Service team to discuss any options that might be available.
2. If your Service Provider has a different cancellation policy
(which you’ll see while booking), their policy will apply instead.
3. We and/or the Service Provider may cancel the Booking with
little or no notice - but this would only happen in very specific
situations. For example, if:
the Service Provider becomes insolvent or is genuinely unable to honour
your Booking – in which case we'll do our best to arrange alternative
transport (and we'll refund you in full if we can't)
you are in breach of these Terms and/or the Service Provider's terms – in
which case you won't be entitled to any refund.
Amendments (changes) before your Journey begins
4. Pre-Booked Private Transport. Your confirmation email will
tell you how much notice you need to give (ahead of your Pick-
up Time) to request any changes to your Booking (such as
location or time).
5. On-Demand Private Transport. To change your Booking,
you may need to cancel it (which might incur a cancellation fee)
and make a new one.
6. Public Transport. You cannot change your Booking once it's
confirmed.
7. If we/the Service Provider need to change your Booking (for
example, if there’s a strike that interferes with your journey),
we’ll tell you as soon as we can. If you then decide to cancel:
Any Transport. Unless you cancel for one of the reasons in the next
bullet, you’ll be entitled to a full refund (no matter how close your journey
is).
Any Private Transport. If the change is simply a new driver, a new
Service Provider, or a new (similar) vehicle, you won’t be entitled to a
refund (unless you’re cancelling with enough notice).
Either way, neither we nor the Service Provider will be liable for
any costs you may incur (e.g. alternative transport or hotel
rooms).
Refunds
8. If you wish to apply for a refund, you must do so in writing no
more than 14 days after your Pick-up Time.
9. Any refund may take up to 5 working days to arrive in your
account.

10. All Private Transport. If your driver isn’t at the pick-up
location on time, you can apply for a refund, and we’ll
investigate this for you.
11. All Private Transport. You won't be entitled to a refund if
your Journey doesn't go ahead as planned because:
the driver/Service Provider can't contact you
one or more passengers isn't at the pick-up location on time, and you
haven't requested a new Pick-up Time
you request unreasonable changes to the Pick-up Time or Journey
you don’t tell us / the Service Provider / the driver about a change you
want to make
you’d provided incorrect details when booking your Private Transport
(pick-up location, contact details, number of people, amount of luggage,
etc.)
of something that one or more passengers did/didn’t do.
F7. What else do you need to know?
Pre-Booked Private Transport
1. Please check your confirmation email to see how long the
driver will wait at the pick-up location.
On-Demand Private Transport
2. The driver may not wait beyond the Pick-up Time - and if
they do, they may charge you for the time spent waiting. If you
aren’t at the pick-up location on time, you may be charged a
cancellation fee.
Repair or cleaning charges
3. If anything needs to be repaired or cleaned because
someone in your group has done something unreasonable or is
in breach of these terms, you will be responsible for the cost of
repairs/cleaning.
How We Work
4. For info on reviews, ranking, how we make money (and
more), check out How We Work.
Booking.com dictionary
‘Account’ means an account (with Booking.com or a Group
Company), through which you can book Travel Experiences on
our Platform.
‘Accommodation’ means the provision of an accommodation
service by a Service Provider (throughout Section B, ‘Service
Provider’ means the provider of the accommodation service).
‘Attraction’ means the provision of an Attraction service by a
Service Provider (throughout Section C, ‘Service Provider’
means the provider of the Attraction service).

‘Attraction service(s)’ includes, but is not limited to, tours,
museums, attractions, activities and experiences.
‘Booking’ means the booking of a Travel Experience on our
Platform, whether you pay for it now or later.
‘Booking.com’, ‘us’, ‘we’ or ‘our’ means Booking.com B.V. (for
accommodation, flights or attractions) or Booking.com
Transport Limited (for any ground transport service). Corporate
contact
‘Booking Confirmation’ (in the ‘Car rentals’ section) means the
confirmation email and voucher we send you, explaining the
details of your Booking.
‘Cash Credits’ means a benefit with a monetary value that you
can ‘cash out’ to the Payment Method that we have on file for
you, or put towards the cost of a future Travel Experience.
‘Contract of Carriage’ means the contract between you and the
Service Provider, which deals with your Flight.
‘Credits’ means a benefit with a monetary value. There are
‘Cash Credits’ and ‘Travel Credits’.
‘Credit Card Cashback’ means a benefit with a monetary value
that can be cashed out to the credit card that we have on file
for you, but can’t be put towards the cost of a future Travel
Experience.
‘Currency Conversion Rate’ means the rate that we use to
convert currency; this is currently the WM/Refinitiv Closing
Spot Rate, but this may change.
‘Eligible Booking’ means a Booking that meets the criteria to
qualify for a Reward.
‘Flight’ means the provision of a flight by a Service Provider
(throughout Section E, ‘Service Provider’ means the airline).
‘Group Company’ means an affiliate of Booking.com – either a
direct shareholding of Booking.com or part of the Booking
Holdings Inc. group.
‘Individual Reward Criteria’ means rules that apply to certain
Rewards – in addition to the general ‘Rewards, Credits & Wallet’
terms (A13) above.
‘Intermediation Contract’ (in the ‘Flights’ section) means the
contract between you and the Third-Party Aggregator, which
deals with the way they arrange your Flight ticket (and, in some
cases, any extras) with the airline or another company.
‘Main Driver’ means the driver whose details were entered
during the booking process – the only person who can change
or cancel that Booking, or discuss it with us (unless they tell us
they nominate someone else to do this).

‘On-Demand Private Transport’ means a private vehicle that
you request when you arrive at the pick-up location (or just
before).
‘Our Services’ (in the ‘Car rentals’ section) means our online car
hire reservation system, through which Service Providers can
offer their products and services – and you can book them.
‘Pay In Your Own Currency’ means the payment option that we
sometimes offer when a Service Provider doesn’t use your
currency. This option lets you pay in your currency instead.
‘Payment Method’ means the method (credit card, debit card,
bank account, PayPal, ApplePay, etc.) used to make a payment
or transfer money.
‘Pick-up’ (in the ‘Car rentals’ section) means the process at the
start of your Rental, when you provide the required ID and other
documentation, pay for any fees and additional extras, enter
into the Rental Agreement, and collect your car.
‘Pick-up Time’ (in the ‘Car rentals’ section) means the (local)
date and time you’re due to pick up your car, as stated in your
Booking Confirmation.
‘Pick-up Time’ (in the ‘Private and Public Transport’ section)
means the (local) time when a Pre-Booked Private Transport is
due to reach the pick-up location, or when an On-Demand
Private Transport actually reaches the pick-up location.
‘Platform’ means the website/app on which you can book Travel
Experiences, whether owned or managed by Booking.com or by
a third-party affiliate.
‘Pre-Booked Private Transport’ means a private vehicle that you
request at least 2 hours before you arrive at the pick-up
location.
‘Private Transport Journey’ means the private transport journey
as set out in the Booking (including any changes after the
Booking was made).
‘Public Transport’ means trains, buses, trams and other types
of public transport.
‘Public Transport Journey’ means the public transport journey
as set out in the Booking (including any changes after the
Booking was made).
‘Rental’ (or ‘Car Rental’) means the provision of a car by a
Service Provider (throughout Section D, ‘Service Provider’
means the rental company that provides the car).
‘Rental Agreement’ means the contract between you and the
Service Provider, which you sign at Pick-up. You’ll be provided
with a summary of the key terms during the booking process.

‘Rewards’ means a benefit that you are promised. In most
cases, Rewards will be Travel Credits, Cash Credits, a Credit
Card Cashback, or a voucher for an item of some kind.
‘Service Provider’ means the provider of a travel-related
product or service on the Platform, including but not limited to:
the owner of a hotel or other property (for an 'accommodation'
Booking), a museum or park (for an 'attraction' Booking), or a
car rental company or airline (for a 'transport' Booking).
‘Services’ (in the ‘Private and Public Transport’ section) means
the provision of a Public Transport Journey or Private Transport
Journey.
‘Terms’ means these terms of service.
‘Third-Party Aggregator’ means a company that acts as either
(a) an intermediary between you and the Service Provider or (b)
a reseller of the Travel Experience.
‘Third-Party Terms’ (in the ‘Flights’ section) means both the
Intermediation Contract and the Contract of Carriage.
‘Travel Credits’ means a benefit with a monetary value that you
can put towards the cost of a future Travel Experience, but
can’t ‘cash out’.
‘Travel Experience’ means one of the travel-related products or
services on the Platform.
‘Upfront Payment’ means a payment that you make when you
book a product or service (rather than when you actually use
it).
‘Wallet’ means a dashboard in your Account that shows your
Rewards, Credits and other incentives.
VERSION: 1.0
DATE: 14 February 2022
We'll update these terms of service on a regular basis (once or twice per
year).
For reservations made before 14 February 2022