COMPLAINTS PROCEDURE

Travellin — Customer Complaints & Dispute Handling Procedure Last Updated: 20/02/2026

1. Purpose

This Complaints Procedure establishes the formal process through which customers and consumers may raise concerns relating to services, bookings, payments, refunds, information displayed on the Travellin platform, technical problems, or the conduct of Travellin or a relevant travel supplier. Travellin is operated by: BETZONE s.r.o. Platform: Travellin Jurisdiction of establishment: Czech Republic Registered office: Maletín 9, 789 01 Maletín, Czech Republic Company registration number (IČO): 28802471 VAT / Tax identification number (DIČ): CZ28802471 General enquiries: info@travellin.info Booking enquiries: bookings@travellin.info Privacy enquiries: privacy@travellin.info Telephone: +420 732 844 855 This Procedure should be read together with Travellin’s Terms & Conditions, Consumer Rights, Refund Policy, Privacy Policy, Legal Notice & Company Information, and Affiliate & Referral Disclosure.

2. Travellin’s Role

Travellin operates as a travel technology, search, comparison and booking platform. Depending on the transaction, Travellin may act as:

an affiliate;
a referral intermediary;
a booking intermediary;
a technology platform;
a payment facilitator;
or, where expressly stated, the contractual supplier.

The underlying service may instead be supplied by a third party, including:

an airline;
hotel;
cruise operator;
activity provider;
vehicle-rental company;
equipment-rental provider;
restaurant;
venue;
tour operator;
or another travel supplier.

This distinction is important because the legally responsible party for a complaint depends upon the transaction.

3. Complaints Concerning Travellin

You should contact Travellin where your complaint concerns:

the Travellin website;
Travellin’s booking process;
a payment processed by Travellin;
a refund controlled by Travellin;
inaccurate information supplied by Travellin;
a technical booking problem;
Travellin customer service;
Travellin’s handling of personal information;
or another matter for which Travellin is legally or contractually responsible.

4. Complaints Concerning a Supplier

Where the complaint concerns the actual performance of a travel service supplied by another company, the supplier may be the appropriate contractual party. Examples include:

hotel room conditions;
airline operational decisions;
cruise service;
rental vehicle condition;
activity performance;
restaurant service;
venue access;
supplier cancellation;
supplier no-show rules;
or supplier-specific charges.

Travellin may assist with communication where appropriate, but cannot represent that it controls a supplier’s decision where it does not.

5. Complaints Concerning Both Travellin and a Supplier

Where a complaint concerns both:

Travellin’s handling of the booking; and
the supplier’s performance,

Travellin may investigate the part falling within its responsibility and, where appropriate, refer or escalate the supplier-related part. The consumer retains any direct legal rights against the relevant supplier.

6. How to Submit a Complaint

Formal complaints should preferably be submitted by email to: bookings@travellin.info General complaints may also be sent to: info@travellin.info For privacy or personal-data complaints: privacy@travellin.info Telephone: +420 732 844 855 Written complaints are recommended because they create a clear record of the matter.

7. Information to Include

To allow Travellin to investigate efficiently, please provide:

Full name;
Email address used for the booking;
Booking reference;
Transaction or payment reference, if available;
Date of booking;
Travel/service date;
Supplier name;
Product or service concerned;
Description of the complaint;
Date on which the problem occurred;
Relevant correspondence;
Screenshots or documents where relevant;
Amount disputed, if applicable;
Remedy requested.

Do not send unnecessary sensitive personal information.

8. Subject Line

For faster identification, customers should use a subject such as: FORMAL COMPLAINT — Booking [REFERENCE] or: REFUND COMPLAINT — Booking [REFERENCE]

9. Acknowledgement

Travellin will endeavour to acknowledge receipt of a formal complaint within a reasonable period. The acknowledgement may confirm:

receipt;
complaint reference;
responsible department;
whether further information is required;
and, where possible, the expected next stage.

An acknowledgement does not constitute acceptance of liability.

10. Complaint Reference

Where appropriate, Travellin may assign a complaint reference. Customers should retain this reference and quote it in subsequent communications.

11. Initial Assessment

Travellin will assess:

what transaction occurred;
who the contractual parties are;
which supplier was involved;
what terms applied;
what information was displayed;
what payment occurred;
whether a refund was requested;
and which legal and contractual rules may apply.

12. Evidence

Travellin may review, where relevant:

booking records;
supplier responses;
payment records;
cancellation records;
refund records;
customer communications;
timestamps;
booking terms;
API information;
confirmation emails;
technical logs;
and other relevant transaction records.

Records will be handled in accordance with applicable data-protection law.

13. Customer Responsibility

The customer should provide accurate information and cooperate reasonably with the investigation. Travellin may request additional information where necessary to:

identify the booking;
verify the customer;
investigate the transaction;
prevent fraud;
or determine the appropriate remedy.

14. Urgent Travel Problems

A formal complaint procedure should not be relied upon for an immediate travel emergency. For urgent matters such as:

imminent departure;
stranded travellers;
missed connections;
inability to check in;
urgent accommodation problems;
or safety-related situations,

the customer should first contact the relevant supplier or emergency service where appropriate. Travellin may assist within the scope of its role.

15. Complaints About Flights

For flight-related complaints, the relevant airline or carrier may be responsible for operational matters including:

cancellation;
delay;
denied boarding;
baggage;
aircraft operations;
airport procedures;
and passenger assistance.

Where statutory passenger rights apply, the customer may have rights directly against the carrier. Travellin may assist with the booking-related aspects of the complaint.

16. Complaints About Accommodation

For accommodation complaints, customers should notify the accommodation provider promptly where the problem concerns the condition or delivery of the accommodation. Where reasonably possible, customers should:

report the issue at reception or to the property;
request corrective action;
document the problem;
retain photographs where appropriate;
and obtain written confirmation if available.

Travellin may assist where the booking was made through its platform.

17. Complaints About Activities

For activities, tours, excursions and experiences, complaints should normally be raised promptly with the provider where the issue occurs. This is particularly important where the provider can correct the problem during the activity.

18. Complaints About Rentals

For vehicles, bicycles, skis, surfboards and other rental equipment, customers should report defects or discrepancies immediately to the rental provider. Photographs, inspection records and collection documents should be retained where relevant.

19. Payment Complaints

If a customer believes that:

payment was taken incorrectly;
a transaction was duplicated;
the wrong amount was charged;
a refund has not arrived;
or payment was taken without a completed booking,

the complaint should be sent to: bookings@travellin.info The customer should provide the transaction reference and payment details necessary to identify the transaction.

20. Refund Complaints

Refund complaints should identify:

booking reference;
cancellation date;
refund amount expected;
amount received;
date refund was requested;
supplier;
and applicable cancellation terms.

Travellin will determine whether the refund is:

controlled by Travellin;
controlled by the supplier;
pending supplier approval;
pending payment processing;
or unavailable under the applicable terms.

21. Complaints About Information Displayed

If a customer believes that an offer was misleading or materially inaccurate, the complaint should identify:

the offer;
the relevant page;
the information displayed;
what was actually supplied;
and the difference between the two.

Where available, screenshots taken at the time of booking are useful.

22. Pricing Complaints

If the customer disputes the price, Travellin may examine:

search price;
checkout price;
final transaction price;
supplier price;
taxes;
mandatory fees;
optional extras;
currency;
and the booking timestamp.

Where a supplier’s live pricing system was involved, the applicable transaction record will be reviewed.

23. Technical Complaints

Technical complaints may concern:

failed searches;
booking errors;
checkout failures;
payment failures;
duplicate bookings;
incorrect confirmation;
broken links;
unavailable functionality;
or incorrect display.

Travellin may investigate relevant technical logs and transaction records.

24. Data Protection Complaints

Complaints concerning personal data should be directed to: privacy@travellin.info These complaints may be handled under Travellin’s Privacy Policy and applicable data-protection legislation. Where appropriate, the customer may also exercise statutory rights concerning:

access;
rectification;
erasure;
restriction;
objection;
portability;
or other applicable rights.

25. Complaint Investigation

Travellin will seek to conduct investigations impartially and on the basis of available evidence. The investigation may involve contacting:

the customer;
supplier;
payment processor;
booking platform;
affiliate partner;
or other relevant party.

26. Supplier Cooperation

Where Travellin does not control the underlying service, it may need to obtain information from the supplier. This may affect the time required to reach a final response. Travellin will not knowingly misrepresent a supplier’s position as Travellin’s own decision.

27. Proposed Resolution

Depending on the circumstances, a resolution may include:

explanation;
correction;
rebooking;
refund;
partial refund;
supplier escalation;
cancellation;
credit;
voucher;
reimbursement;
or another remedy.

The remedy depends on the applicable contractual and legal rights.

28. No Automatic Admission of Liability

Investigating a complaint or communicating with a supplier does not mean that Travellin accepts legal responsibility for the underlying service. Liability will be determined according to:

the applicable contract;
mandatory law;
factual circumstances;
and the legal role of the relevant party.

29. Response

Travellin will endeavour to provide a substantive response within a reasonable period after receiving the information necessary to investigate the complaint. Where the matter is complex or dependent upon a third party, Travellin may require additional time. Where appropriate, the customer will be informed that the investigation remains ongoing.

30. Final Response

A final response should, where applicable, explain:

the complaint considered;
relevant facts;
findings;
applicable terms;
whether Travellin accepts responsibility;
any remedy offered;
supplier position;
and available escalation options.

31. If the Customer Rejects the Resolution

If the customer disagrees with the outcome, they may reply to the original complaint communication and explain:

which part of the decision is disputed;
additional evidence;
applicable contractual term;
or legal basis relied upon.

Travellin may conduct a further review where appropriate.

32. Alternative Dispute Resolution

Where applicable, consumers may have access to an alternative dispute-resolution mechanism. For a Czech-established trader, the relevant national ADR framework may include the Czech Trade Inspection Authority (Česká obchodní inspekce / ČOI), depending on the nature of the dispute and statutory jurisdiction. Consumers should verify the currently applicable ADR procedure and eligibility directly with the competent authority.

33. EU Online Dispute Resolution Platform

The former EU Online Dispute Resolution platform was discontinued on 20 July 2025. Travellin therefore does not direct consumers to the former EU ODR platform as a current complaint mechanism. Current dispute-resolution information should instead identify the competent national or sector-specific mechanism applicable to the dispute.

34. Court Proceedings

Nothing in this Complaints Procedure prevents a consumer from exercising any legal right to bring proceedings before a competent court. Any jurisdiction or governing-law provisions in Travellin’s Terms & Conditions remain subject to mandatory consumer-protection rules.

35. Consumer Rights Preserved

Participation in Travellin’s internal complaints process does not remove mandatory consumer rights. Nothing in this Procedure:

excludes statutory rights;
requires a consumer to waive a legal remedy;
prevents access to competent authorities;
or prevents lawful court proceedings.

36. No Unfair Treatment

Travellin will not intentionally disadvantage a consumer merely because the consumer:

submits a complaint;
requests a refund;
exercises a statutory right;
contacts a regulator;
seeks ADR;
or exercises another lawful consumer remedy.

37. Fraudulent or Abusive Complaints

Travellin may investigate complaints involving suspected:

fraud;
identity misuse;
fabricated evidence;
duplicate claims;
payment abuse;
or other unlawful conduct.

This does not prevent legitimate complaints from being investigated.

38. Confidentiality

Complaint information will be handled appropriately and only disclosed where reasonably necessary for:

investigation;
supplier communication;
payment processing;
legal compliance;
fraud prevention;
dispute resolution;
or other legitimate purposes.

Personal-data processing is governed by the Travellin Privacy Policy.

39. Record Keeping

Travellin may retain complaint records for periods required or permitted by applicable:

consumer law;
accounting law;
tax law;
data-protection law;
limitation periods;
dispute-resolution requirements;
and internal compliance requirements.

40. Language

Travellin may accept complaints in languages supported by its customer-service operations. Where a complaint is submitted in another language, Travellin may use translation tools or services to understand and process it. The legally authoritative contractual documents remain those identified in the applicable booking.

41. Complaints from Consumers with Accessibility Needs

Consumers requiring reasonable assistance in submitting a complaint may contact: info@travellin.info Travellin will seek to provide an appropriate communication method where reasonably practicable.

42. Complaints from Representatives

A consumer may be represented by another person where permitted by applicable law. Travellin may request evidence of authority before disclosing booking or personal information to a third party.

43. Complaints After Account Closure

Closing a Travellin account does not extinguish a valid complaint relating to a previous transaction. Customers should provide the relevant booking reference and transaction information.

44. Complaints After a Refund

Receipt of a refund does not necessarily prevent a customer from raising a separate complaint concerning another aspect of the transaction. However, any settlement agreement or legally binding resolution may have separate consequences where applicable.

45. Complaints Concerning Advertising

Complaints concerning:

advertising;
affiliate disclosure;
promotional claims;
rankings;
discounts;
or commercial presentation

may be sent to: info@travellin.info Travellin will assess the complaint against the relevant commercial and legal requirements.

46. Complaints Concerning Affiliate Disclosure

If a consumer believes that a commercial or affiliate relationship was not adequately disclosed, the complaint may be sent to: info@travellin.info Travellin will review the relevant disclosure and transaction context.

47. Complaints Concerning Accessibility

Accessibility complaints may be sent to: info@travellin.info The complaint should identify:

affected page/function;
device/browser where relevant;
nature of the accessibility barrier;
and assistance requested.

48. Complaints Concerning Privacy

Privacy complaints should be separated from ordinary booking complaints where possible and sent to: privacy@travellin.info This allows the request to be handled under the appropriate data-protection procedure.

49. Complaints Concerning Safety

If a complaint concerns an immediate threat to health or safety, the customer should first contact the relevant local emergency or competent authority where appropriate. Travellin’s complaints process is not an emergency-response service.

50. Contact Details

Travellin Customer Complaints

BETZONE s.r.o. — Travellin Registered office: Maletín 9 789 01 Maletín Czech Republic IČO: 28802471 DIČ: CZ28802471 General enquiries: info@travellin.info Booking & complaints: bookings@travellin.info Privacy complaints: privacy@travellin.info Telephone: +420 732 844 855

51. Final Principle

Travellin’s complaints process is designed around four principles: Transparency — the customer should understand who is responsible for the service and how the complaint is being handled. Accountability — Travellin will accept responsibility for matters falling within its own legal or contractual role. Fairness — complaints will be assessed on the relevant facts, booking conditions and applicable law. Consumer protection — nothing in this Procedure is intended to remove or restrict mandatory consumer rights.

52. Final Legal Statement

This Complaints Procedure does not replace the contractual terms applicable to an individual booking and does not create rights that do not otherwise exist under applicable law. At the same time, nothing in this Procedure is intended to exclude, restrict or waive any mandatory consumer protection. Where Travellin acts solely as an intermediary or affiliate, the consumer’s substantive claim concerning the underlying travel service may need to be pursued against the relevant supplier. Where Travellin is itself the contractual supplier or is otherwise legally responsible for the relevant matter, Travellin will handle the complaint in accordance with its contractual obligations and applicable mandatory law. The applicable legal rights of the consumer always take precedence over this general procedural document where the law so requires.