Source: https://lastminute.kiwi.com/en/pages/content/legal
Timestamp: 2020-07-14 10:57:41
Document Index: 444825022

Matched Legal Cases: ['Art. 2', 'Art. 1', 'Art. 4', 'Art. 1', 'Art. 4', 'Art. 4', 'Art. 4', 'Art. 4', 'Art. 4', 'Art. 4', 'Art. 4', 'Art. 4', 'Art. 4', 'Art. 4', 'Art. 4', 'Art. 1', 'Art. 4', 'Art. 4', 'Art. 2', 'Art. 3', 'Art. 5', 'Art. 2', 'Art. 4', 'Art. 4', 'Art. 4', 'Art. 2', 'Art. 2', 'Art. 4', 'Art. 1', 'Art. 16', 'Art. 16']

Article 4. Kiwi.com Flexibility and Service Packages – customized terms and conditions of the provision of Our Customer Support Services and Additional Services
Booking: means the purchasing process of selected Flight(s) and the actual outcome of this process, which includes the following (i) Your selection of the Flight(s) listed on Our Website (ii) Your selection of a level of Kiwi.com Flexibility for the chosen Flight(s) offered on Our Website (iii) eventual selection of offered transport-related services and other Our offers related to Your Booking including Service Packages, (iv) completing the information required in the online form on Our Website, (v) Your acceptance of the Terms & Conditions stated hereunder and Our immediate performance of Services (vi) sending Us the completed online form (vii) and making the payment of the Full Price through the appropriate payment method. The Booking process may be alternatively realized using the means of telephone communication in accordance with Art. 2.9 hereof. By making the Booking, You accept the offer of Our Services. The Booking is completed by Our confirming Our acceptance of Your payment made in accordance with these Art. 1.2.1 (vii) and 3.1 hereof.
Additional Services: means the services provided by Us related to Your Flight(s) which consist of arranging the services that are offered by the Selected Carrier(s) and/or any other third party, such as preferred meals, checked luggage, preferred seat selection, Flight/passenger’s name change, priority boarding, Flight itinerary cancellation, Flight rebooking, etc. The fee for these services charged by the respective Selected Carrier(s) and/or any other third party is not included in the Full Price, unless You add them during the Booking. If You order Additional Services after the Booking, We will offer You the processing of these services for an additional Handling Fee (as defined below) and under the conditions pre-agreed by You choosing the respective level of Kiwi.com Flexibility (as defined below) and/or purchasing the respective Service Package (as specified in Art. 4 hereof); in such case, the Additional Services are provided by Us on the basis of separately concluded Additional Service Agreement (as defined in Art. 1.2.12 hereof).
Customer Support Services: means Our supporting services consist in the availability of the communication channel via which We shall provide You on Your request with all the information We are obliged under these Terms & Conditions, eventually to accept and communicate about any request by You for the provision of Our Optional Services, or Additional Services, or any other inquiry, request or complaint by You regarding Your Booking, Our Services or Our Website. The default level of provided Customer Support Services and their enhanced levels You may upgrade to by selecting the respective level of Kiwi.com Flexibility (see Art. 4.1, 4.2 hereof) or purchasing the respective Service Package (see Art. 4.5, 4.6 hereof) are specified in Art. 4.6 hereof. Please note that Customer Support Service telephone channel is provided according to the rule of priority of callers. Caller priority categories (Low, Medium, High) dependent on the selected level of Kiwi.com Flexibility (see Art. 4.2 hereof) or the purchased Service Package (see Art. 4.6 hereof) determine the sequence of Our handling of customers' calls, when the calls on the specific telephone line are put into the queue in real-time on the basis of the caller priority category from High, through Medium to Low (with decreasing priority). Within every caller priority category calls are handled on the basis of the registered time the incoming call is registered by Our system (first come, first served principle). Customer Support Service – telephone support channel availability - shall be provided by Us dependent on the selected level of Kiwi.com Flexibility (see Art. 4.2 hereof) or the purchased Service Package (see Art. 4.6 hereof) in two different levels - Basic and Extended - as they are described here.
Kiwi.com Flexibility: has the meaning set forth and defined in Art. 4.1 hereof.
Website: means the website located at lastminute.kiwi.com, including the subdomains for respective markets and/or Our other websites or application on which You can make the Booking.
Additional Services. Please note that Our Services provided to You on the basis of the Booking do not include the Additional Services, unless stated otherwise, and in relation to these Additional Services We shall agree with You separately, concluding the Additional Service Agreement, only for a fee and under the conditions pre-agreed by You choosing the respective level of Kiwi.com Flexibility and/or Service Package during the Booking procedure, aside from the Service agreement concluded on the basis of Your initial Booking. The Additional Service Agreement and the agreement for the services order by You with the respective Selected Carrier or any other third-party service provider are two separate legal contracts constituting the mutually independent relationships, and We do not bear any liability for the provision of the respective service. Please note that the Additional Services may also be subject to additional charges You will be obliged to pay, imposed by the Selected Carriers or any other third parties processing Your request for services brokered by Us within the provision of the Additional Services, and You will be acquainted with the amount of these additional charges prior to Your ultimate purchase of the respective Additional Service. Additional Services in the form of arranging voluntary Flight(s) alteration, change, cancellation, processing of the refunds of any kind with the Selected Carrier and/or processing of any other of Your requests regarding Your Booking are charged by Our additional handling fee as specified in the conditions of the Kiwi.com Flexibility and/or the Service Package selected or purchased by You in compliance with Art. 4 hereof, unless specified otherwise prior to Your ultimate purchase of the Additional Service (hereinafter referred to as the “Handling Fee”). The Handling Fee will be charged separately or will be set off against the refund of the Flight price and/or other refunds from the Selected Carrier(s) (see Art. 4.3.4 hereof).
Please be informed that the Handling Fee stipulated herein does not apply in a case of Flight cancellation and/or a request for a refund made in relation to the provision of the Kiwi.com Guarantee. Please note that We will not assist You in relation to the processing of Additional Services within the last 48 hours prior to the departure of Your first Flight in Your itinerary, or any time thereafter, as We are unable to arrange the processing of Your request within this time period; the conditions of the respective level of Kiwi.com Flexibility as specified in Art. 4 hereof may set out the different specific rule regarding Our provision of Additional Services consisting in the voluntary cancellation of Flight itinerary and processing the related refund request or rebooking of Flights, that shall prevail over the provisions of this Article in case of any discrepancy.
Technical Steps to enter into the (Additional) Service Agreement with Us / Data Correction. Our Website contains an interactive web interface through the use of which the Service Agreement between You and Us is concluded by completing and sending Us the online order form and Our confirmation of the acceptance of Your online payments in accordance with Art. 1.2.1 hereof. Before sending the online order form, You are able to check, change and correct any data You have entered. The Service Agreement or the Additional Service Agreement may also be concluded via telephone communication between You and Us. The respective agreement shall be concluded on the basis of Your explicit and binding offer to conclude the Service Agreement or Additional Service Agreement addressed and communicated to Us via telephone. Terms of the respective agreement, including the terms of the respective level of Kiwi.com Flexibility (as specified in Art. 4 hereof) and/or the respective Service Package (as specified in Art. 4 hereof) chosen by You (if applicable) shall be specified and mutually approved before submitting Your binding offer. You shall be informed about the applicable terms of the respective agreement sufficiently in advance together with all information We are obliged to provide You with before its final conclusion or Your binding offer for its conclusion. The Service Agreement or the Additional Service Agreement negotiated via telephone is concluded by Our confirmation of Our acceptance of Your payment made in accordance with Art. 2.2 or Art. 3.1 hereof. The conclusion of the Service Agreement via telephone qualifies as Booking under these Terms & Conditions. Throughout the whole phone call, You are able to ask for confirmation of, change, and correct any data You have provided to Us for the purposes of the conclusion of the respective agreement.
As We believe that You are the one who should decide what level of Our Customer Support Services You are about to utilize, under what conditions You will be catered for by Our Additional Services and ultimately for which of Our services You are willing to pay extra, We offer You several options to influence the scope and conditions of the provision of Our Customer Support Services and Additional Services, and ultimately the total price of Your Booking, by choosing any level of Kiwi.com Flexibility and/or purchasing one of Our Service Packages. You have, therefore, an effective way to reflect Your potential needs for Booking flexibility and its supplementation with travel-related services, its changes or its cancellation using Our Additional Services, to assess Your need of the priority treatment by Our customer service department or, basically, Your available budget. We highly recommend You getting well acquainted in advance with the conditions and limitations of the offered Kiwi.com Flexibility and Service Packages as specified in this Article and as will be clearly communicated to You prior to the selection/purchase of any of them, in order to make a choice best fitting Your needs.
Kiwi.com Flexibility and its selection. As the prerequisite of the completion of the Booking and the execution of the Service Agreement between You and Us, You shall be offered within Booking procedure to select one level of Kiwi.com Flexibility offered by Us. Each level of Kiwi.com Flexibility represents the specific set of binding terms and conditions under which we shall provide You with (i) Customer Support Services; (ii) Additional Services consisting in Our brokerage of Flight cancellations and processing of the related refunds and Our brokerage of Flight changes / rebookings (hereinafter the “Specific Additional Services”) (iii) other Additional Services (hereinafter the “Standard Additional Services”); . Please note that:
the different consideration for the selected level of Kiwi.com Flexibility will be included in the fee for Our Services as part of the Full Price as will be clearly expressed to You prior to Your ultimate selection of the level of Kiwi.com Flexibility.
by the selection of the level of Kiwi.com Flexibility our mutual rights and obligations under the Service Agreement are not affected in any way.
by the selection of the level of Kiwi.com Flexibility our mutual rights and obligations under Art. 5 and 6 hereof in relation to the provision the Optional Services, including Kiwi.com Guarantee, are not affected in any way.
You are not able to change Your selection of the level of Kiwi.com Flexibility after You complete Your Booking; however, You may purchase the Service Package with more favorable terms and conditions regarding Our Customer Support Services or Standard Additional Services; please always take into consideration that We are not able to provide You with Standard Additional Services upon Your request made less than 48 hours prior to the departure of Your first Flight in Your itinerary (see Art. 2.3 hereof).
We reserve the right not to provide You with offer of the Kiwi.com Flexibility within the Booking procedure and in such case (i) We will provide You with the level of the Customer Support Service equal to one provided under No Kiwi.com Flexibility (see Art. 4.2 hereof), unless You purchase any Service Package offered to You (see Art. 4.5 hereof) within the Booking procedure; (ii) the conditions of Our provisions of Additional Services (including a respective Handling Fee, otherwise the general Handling Fee in the amount of €20 [twenty euro] shall apply) will be disclosed to You upon Your specific request in advance; (iii) We shall commence with a provision of any of Our Additional Services only on the basis of Your subsequent explicit consent/order. Please be aware that the specific provisions of Art. 4.2, 4.3 and 4.4 hereof shall not apply in such cases and the general provisions of these Terms & Conditions (e.g. see Art. 2.2, 2.3 hereof) including the exemption from a provision of any Additional Services within the last 48 hours prior to the departure of Your first Flight in Your itinerary (see Art. 2.3 hereof) shall apply instead.
Kiwi.com Flexibility – specific terms and conditions. You may choose one of the following levels of Kiwi.com Flexibility:
Kiwi.com Flexibility level:
Specific Additional Services – flight changes (rebooking) treated like Your request for cancellation of the original Booking/Flight(s) under the conditions of this No Kiwi.com Flexibility and the purchase of the new Booking/Flight(s) using Our Services, when the Guaranteed amount of the refund for the original (rebooked) Booking/Flight(s) shall be immediately deducted from (set off against) the Full Price of the new Booking/Flight(s). treated like Your request for cancellation of the original Booking/Flight(s) without charging any Handling Fee and the purchase of the new Booking/Flight(s) using Our Services, when (as the Guaranteed amount of the refund) 100% of the Booking value of the original (rebooked) Booking/Flight(s) shall be immediately deducted from (set off against) the Full Price of the new Booking/Flight(s). treated like Your request for cancellation of the original Booking/Flight(s) without charging any Handling Fee and the purchase of the new Booking/Flight(s) using Our Services, when (as the Guaranteed amount of the refund) 100% of the Booking value of the original (rebooked) Booking/Flight(s) shall be immediately deducted from (set off against) the Full Price of the new Booking/Flight(s).
Kiwi.com Flexibility – general terms and conditions. Please note that:
Kiwi.com Flexibility – Exemptions and limitations. Please be informed that
the terms and conditions of the provision of Specific Additional Services – voluntary cancellation and refund processing – under the Kiwi.com Flexibility are applicable for the cancellation of the whole Booking only; We shall not provide You with these Specific Additional Services in case of requested partial cancellation of Your Booking (regarding only some Flights or passengers included).
We shall provide You with the Specific Additional Services – flight changes (rebooking) – under the terms and conditions of respective level of Kiwi.com Flexibility only for the requested rebooking of the whole Booking or any Flight(s) contained in the Booking, provided that a requested change of any Flight(s) will not detrimentally affect the usability of any other Flight(s) contained in Your Booking (under Our sole discretion based on reasonable consideration, including, but not limited to, minimum connection times in the respective transfer destinations of Your Flight itinerary) and We shall not provide You with Specific Additional Services – flight changes (rebooking) – regarding only some passengers included in the Booking).
the terms and conditions of the provision of Specific Additional Services – flight changes (rebooking) – under the Standard Kiwi.com or Premium Kiwi.com Flexibility are applicable for Your first rebooking request regarding every Flight of Your Booking. We will process Your second and any following request for rebooking of any Flight of Your Booking or any following request for Specific Additional Services – voluntary cancellation and refund processing regarding Your Booking under the conditions of No Kiwi.com Flexibility.
the terms and conditions of the provision of Specific Additional Services – voluntary cancellation and refund processing – under any level of Kiwi.com Flexibility are not applicable for refunds and the alternate transportation offers provided by Us under the Kiwi.com Guarantee.
Our offer for the provision of Specific Additional Services under the terms and conditions of any level of Kiwi.com Flexibility is made with an assumption of You acting in good faith. Should We, under Our sole discretion, have a suspicion that You have selected the specific level of Kiwi.com Flexibility and/or You have requested the Specific Additional Service and/or You have acted subsequently in bad faith, We may suspend any of Our payments or settlements of Your claim for the Guaranteed amount of the refund for the necessary period of time and We may investigate the issue; if We conclude on the basis of Our investigation that the suspicion was justified with reasonable certainty, We may retain or claim the amount of the already provided Guaranteed amount of the refund as the additional Handling Fee without Your right for any compensation, reimbursement or refund. You shall be deemed to act in bad faith especially when:
You, selecting Standard Kiwi.com or Premium Kiwi.com Flexibility, make more than three Bookings with overlapping Flight itineraries with initial intention to use only one or none of them and cancel the remaining Bookings
Service Packages and their purchase. We offer You the option to get more favorable terms and conditions of Our provision of Customer Support Services and Standard Additional Services (however, not of the Specific Additional Services) by purchasing one of two offered Service Packages. As far as the Standard Kiwi.com and Premium Kiwi.com Flexibility already contain the respective Service Packages (see Art. 4.2 hereof), within the Booking procedure, You will be offered separately by both Service Packages only if You select No Kiwi.com Flexibility. Within the Booking procedure, You will also be offered by the upgrade to highest Premium Services Package if You select the Standard Kiwi.com Flexibility. However, post-booking, You may always purchase for Your active Booking the respective higher-level Service Package via Our Manage my booking section of Our Website or contacting Us using Our Customer Support Services. We may, under Our sole discretion, offer You, while You are requesting Us for the provision of Standard Additional Services, the specific Service Package if We consider it to be ultimately a more favorable solution regarding Your request, however We are not obliged to do so and We bear no liability for Your decision about (non-)purchasing the specific Service Package. Please note that:
We represent and warrant to You, that within provision of Our brokerage Services We will provide You ONLY with documents, information and data necessary for Your journey as brokered by Us in compliance with Your instructions and the information provided by You within the Booking in accordance with Art. 1.2.1 hereof, unless We shall afterwards agree on the provision of the Additional Services for the Handling Fee and strictly under the conditions pre-agreed by You choosing the respective level of Kiwi.com Flexibility and/or Service Package.
Applicability. These Terms & Conditions shall apply to all Service Agreements concluded since 11 June 2020 .
Class Action Waiver. YOU AND WE, EACH AGREE THAT ANY PROCEEDINGS, WHETHER IN ARBITRATION OR COURT, WILL BE CONDUCTED ONLY ON AN INDIVIDUAL BASIS AND NOT AS A CLASS, REPRESENTATIVE, OR CONSOLIDATED ACTION. If a court or arbitrator determines in an action between You and Us that any part of this Class Action Waiver is unenforceable with respect to any claim, the arbitration agreement and Class Action Waiver will not apply to that claim, but they will still apply to any and all other claims that you or we may assert in that or any other action.
IF YOU OPT OUT OF THE ARBITRATION PROVISION BY NOTIFYING US AS SPECIFIED in Art. 16.6, Letter d. hereof, THIS CLASS ACTION WAIVER PROVISION WILL NOT APPLY TO YOU. Neither you, nor any other customer, can be a class representative, class member, or otherwise participate in a class, consolidated, or representative proceeding without having complied with the opt out requirements in Art. 16.6, Letter d. hereof.
Jury Trial Waiver. YOU AND WE, EACH WAIVE ANY RIGHT TO A JURY TRIAL even for claims resolved in court.