CONSUMER RIGHTS

Travellin — Consumer Rights & Consumer Protection Notice

Last Updated: 20/02/2026

1. Purpose of This Notice

This Consumer Rights Notice explains the principal consumer-protection rights and safeguards that may apply when you use the Travellin platform to search for, compare, arrange or purchase travel-related products and services.

Travellin is operated by:

BETZONE s.r.o.
Platform: Travellin
Legal form: Společnost s ručením omezeným (s.r.o.)
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
Website: travellin.info

This Notice should be read together with the Travellin Terms & Conditions, Privacy Policy, Cookie Policy, Legal Notice & Company Information, Affiliate & Referral Disclosure, and any supplier-specific terms displayed during the booking process.

2. Important: Travellin’s Role

Travellin is a travel technology, search, comparison and booking platform.

Depending on the particular transaction, Travellin may:

provide search and comparison functionality;
display travel products supplied by third parties;
operate affiliate or referral arrangements;
facilitate a booking;
transmit booking information to a supplier;
facilitate payment;
provide customer-support services;
or provide other technology services.

Travellin is not automatically the supplier, airline, hotel, cruise operator, activity provider, vehicle-rental company, restaurant, venue or other provider of every product displayed on the Platform.

The identity of the relevant supplier and the applicable contractual terms should be presented during the booking process.

Your rights therefore depend in part on:

the product purchased;
the supplier;
the booking structure;
the applicable law;
the place of service;
and whether Travellin or another company is your contractual supplier.

3. Transparency Before Purchase

Before entering into a consumer transaction, Travellin aims to provide material information necessary for an informed decision.

Depending on the product, this may include:

supplier identity;
principal characteristics of the service;
travel dates;
destination;
accommodation details;
room type;
passenger requirements;
baggage conditions;
cancellation conditions;
amendment conditions;
applicable restrictions;
total price;
taxes and mandatory charges;
payment information;
applicable supplier terms;
and relevant consumer-rights information.

EU consumer law generally requires traders to provide consumers with specified information before concluding distance contracts, including information concerning the trader, characteristics of the service and total price.

4. Total Price

Where Travellin is responsible for displaying the price of a transaction, the price should be presented transparently.

Where applicable, the displayed total should identify:

the basic price;
mandatory taxes;
mandatory fees;
required charges;
and other compulsory costs known at the time of booking.

Optional services should not be presented as mandatory charges.

Where a supplier controls the final price and availability through a live system, the final price may be subject to supplier confirmation before the transaction is completed.

5. Currency

Travellin may display prices in different currencies.

The displayed currency should be clearly identifiable.

Where currency conversion is used, Travellin should not create a misleading impression concerning the actual amount payable.

The currency charged by a supplier or payment provider may differ from the display currency where this is clearly disclosed before payment.

6. Price Changes and Availability

Travel prices and availability can change rapidly.

A price displayed during a search may become unavailable before booking confirmation.

Where a supplier’s live system changes the price or availability before the booking is completed, Travellin should communicate the change before the consumer is committed to the revised transaction, where applicable.

Travellin should not intentionally present an unavailable offer as available in order to induce a consumer to purchase another product.

7. Booking Confirmation

After a successful transaction, the consumer should receive appropriate confirmation containing, as applicable:

booking reference;
supplier information;
traveller information;
purchased service;
travel dates;
price;
payment status;
cancellation conditions;
and relevant documentation.

Consumers should retain the confirmation for their records.

8. Contracting Party

One of the most important consumer-protection principles is clarity concerning who the consumer’s contractual partner is.

Depending on the transaction, the contract may be:

between the consumer and an airline;
between the consumer and a hotel;
between the consumer and an activity provider;
between the consumer and a vehicle-rental provider;
between the consumer and another travel supplier;
or, where expressly stated, between the consumer and Travellin.

The applicable contracting party must be identified in the relevant booking documentation and terms.

9. Supplier Terms

Travel suppliers may impose their own contractual conditions.

These may include:

cancellation rules;
amendment fees;
passenger requirements;
baggage rules;
check-in requirements;
minimum-age restrictions;
deposit requirements;
no-show rules;
refund conditions;
and other service-specific restrictions.

Where such terms apply to the consumer’s booking, they should be made available before the consumer completes the relevant transaction where required.

10. Cancellation Rights

Consumer cancellation rights vary significantly depending on the type of travel service.

A general statutory online-shopping cancellation right does not automatically apply in the same way to every travel booking.

In particular, EU consumer law recognises exceptions from the ordinary 14-day withdrawal regime for certain services relating to leisure activities where the contract provides for a specific date or period of performance.

Travel bookings therefore must be assessed according to the specific service and applicable legislation.

11. 14-Day Withdrawal Right

For ordinary distance contracts, EU consumer law generally provides a 14-day withdrawal period for many consumer purchases.

However, there are important exceptions.

These may include certain:

accommodation services;
transport services;
car-rental services;
catering services;
leisure activities;
and services provided on a specific date or during a specific period.

Accordingly:

Do not assume that a 14-day withdrawal right applies to a flight, hotel booking, cruise, activity or other travel service.

The specific cancellation conditions displayed for the booking govern where permitted by applicable law.

12. Flight Bookings

Flight bookings may be subject to:

airline fare rules;
ticket conditions;
cancellation restrictions;
name-change restrictions;
baggage conditions;
airport requirements;
and applicable passenger-rights legislation.

Air passenger rights may arise independently of contractual cancellation rights.

For example, EU Regulation 261/2004 provides certain rights concerning:

denied boarding;
cancellations;
significant delays;
and related assistance.

The applicable rights depend on the route, carrier and circumstances.

13. Passenger Rights

Where EU passenger-rights legislation applies, consumers may have statutory rights against the relevant carrier.

These rights may exist regardless of whether a booking was made directly with the airline or through an intermediary.

Depending on the circumstances, rights may include:

assistance;
meals and refreshments;
accommodation;
rerouting;
reimbursement;
compensation;
or other remedies.

Travellin does not waive or remove mandatory statutory passenger rights.

14. Accommodation

Accommodation bookings may have different cancellation structures.

Examples include:

free cancellation until a specified date;
partially refundable bookings;
non-refundable rates;
flexible rates;
pay-at-property arrangements;
deposits;
and no-show charges.

The specific rate conditions applicable to the booking should be displayed before purchase.

15. Activities and Experiences

Activities may have:

specific dates;
specific time slots;
minimum participant requirements;
age restrictions;
weather conditions;
cancellation deadlines;
safety requirements;
and non-refundable conditions.

The applicable terms should be presented before purchase.

Mandatory consumer rights remain applicable notwithstanding contractual terms.

16. Car Rental

Vehicle-rental services may involve:

minimum age requirements;
driving-licence requirements;
deposits;
insurance requirements;
fuel rules;
mileage restrictions;
cancellation fees;
collection requirements;
and additional-driver conditions.

The rental provider’s terms may apply to the contract.

17. Cruises

Cruise bookings may be subject to specialised terms concerning:

cancellation;
deposits;
passenger documentation;
embarkation;
itinerary changes;
health and safety;
port changes;
and refunds.

Depending on the structure of the booking, package-travel legislation or other consumer-protection legislation may apply.

18. Packages and Combined Travel Arrangements

Where two or more different types of travel services are combined into a legally defined package, EU package-travel legislation may apply.

A legally defined package can trigger additional consumer protections concerning matters such as:

pre-contractual information;
organiser responsibility;
insolvency protection;
assistance;
changes;
cancellation;
and liability.

Travellin will not describe a transaction as a legally protected “package” merely because multiple travel products are displayed together.

The legal classification depends on the actual arrangement and applicable law.

19. Linked Travel Arrangements

A transaction may potentially constitute a linked travel arrangement rather than a package.

The legal consequences are different.

Where applicable, consumers should receive the information required by the relevant legislation concerning the nature of the arrangement and the protections available.

20. Consumer Guarantees and Conformity

Where a consumer purchases a service directly from a trader and mandatory consumer conformity rules apply, the trader may be required to provide the service in conformity with the contract.

Depending on the applicable law and circumstances, remedies may include:

correction;
re-performance;
price reduction;
termination;
refund;
or compensation.

Mandatory consumer rights cannot generally be excluded through standard contractual wording.

21. Faulty or Incorrect Services

If a purchased service is:

materially different from what was advertised;
not supplied;
supplied incorrectly;
or otherwise fails to meet mandatory legal requirements,

the consumer should contact the relevant contractual supplier and, where appropriate, Travellin.

Travellin will assist with communication where it has a customer-support role.

22. Complaints

Consumers may submit complaints to:

Booking enquiries: bookings@travellin.info

General enquiries: info@travellin.info

A complaint should include:

booking reference;
consumer name;
relevant supplier;
date of transaction;
nature of the complaint;
supporting evidence;
and requested resolution.

23. Complaint Handling

Travellin aims to:

acknowledge the complaint;
identify the relevant transaction;
determine the responsible party;
investigate the issue;
contact the supplier where appropriate;
communicate the available resolution;
and provide further information concerning available remedies.

The appropriate legal deadline depends on the nature of the complaint and applicable law.

24. Alternative Dispute Resolution

Consumers may have access to alternative dispute-resolution procedures under applicable consumer law.

For Czech-established traders, the relevant national framework may involve the Czech Trade Inspection Authority (Česká obchodní inspekce / ČOI) and other competent bodies.

The appropriate ADR body depends on the nature of the dispute, the trader involved and applicable law.

25. Online Dispute Resolution

The former EU Online Dispute Resolution (ODR) platform was discontinued on 20 July 2025. Accordingly, Travellin should not publish the obsolete EU ODR platform link or instruct consumers to submit complaints through that former platform.

Alternative dispute-resolution information should instead refer to the currently applicable national or sector-specific ADR mechanisms.

26. European Consumer Rights

Consumers within the EU may benefit from mandatory consumer-protection rights that cannot simply be waived through Travellin’s contractual terms.

These rights may arise from:

EU legislation;
national implementing legislation;
passenger-rights regulations;
package-travel legislation;
consumer-contract legislation;
unfair-commercial-practices legislation;
and other mandatory rules.

The applicable law depends on the transaction and circumstances.

27. No Waiver of Mandatory Rights

Nothing in Travellin’s Terms & Conditions, booking conditions, disclaimers or other contractual documentation is intended to exclude or unlawfully restrict mandatory consumer rights.

Where a contractual provision conflicts with mandatory applicable consumer law, the mandatory legal provision prevails to the extent required by law.

28. Unfair Contract Terms

Travellin will seek to ensure that standard consumer contractual terms are drafted fairly and transparently.

A contractual term should not unlawfully create a significant imbalance between the parties contrary to applicable consumer-protection law.

EU consumer law provides specific protection against unfair standard contractual terms.

29. Clear Language

Consumer-facing information should be presented in clear and comprehensible language.

Travellin seeks to avoid:

hidden charges;
misleading claims;
ambiguous cancellation conditions;
deceptive interface design;
unexplained abbreviations;
or material terms hidden from consumers.

30. Commercial Communications

Travellin may provide promotional offers, affiliate offers and travel advertising.

Commercial communications should not deliberately mislead consumers about:

price;
availability;
discount;
urgency;
supplier identity;
ranking;
or the nature of the offer.

Where Travellin receives affiliate remuneration, this is disclosed in the Travellin Affiliate & Referral Disclosure.

31. Sponsored and Affiliate Results

Where a result is influenced by an affiliate or commercial relationship, Travellin will seek to provide appropriate transparency.

The existence of an affiliate relationship does not mean that Travellin guarantees the supplier’s service.

Consumers should review the supplier’s terms before booking.

32. Reviews and Ratings

Where Travellin displays reviews or ratings, the Platform should not knowingly present fabricated consumer reviews as genuine.

Where applicable, Travellin may explain:

the source of ratings;
whether reviews are verified;
whether reviews may be sponsored;
and how rankings are calculated.

33. Ranking and Search Results

Search results may be influenced by factors including:

price;
availability;
destination;
user-selected filters;
relevance;
supplier data;
commercial arrangements;
affiliate relationships;
and technical ranking mechanisms.

Where applicable law requires disclosure of material ranking parameters or commercial influence, Travellin will provide the required information.

34. Accessibility

Travellin aims to make consumer information and booking functionality reasonably accessible.

Where accessibility legislation applies to Travellin’s services, the Platform will seek to comply with the applicable accessibility requirements.

Consumers requiring assistance may contact:

info@travellin.info

35. Vulnerable Consumers

Travellin recognises that some consumers may require additional assistance.

Where reasonably possible, Travellin may provide support concerning:

accessibility;
communication;
booking clarification;
supplier contact;
or understanding transaction information.

This does not guarantee that every supplier can accommodate every requirement.

36. Children and Minors

Certain travel products may have minimum-age requirements.

Where a booking concerns a minor, the adult making the booking is responsible for ensuring that:

the relevant supplier permits the booking;
required documentation is provided;
and applicable consent requirements are satisfied.

37. Travel Documentation

Consumers are responsible for ensuring that they possess required travel documentation, unless the supplier expressly undertakes otherwise.

Depending on the journey, this may include:

passport;
visa;
residence documentation;
health documentation;
driver’s licence;
parental consent;
or other required documentation.

Travellin may provide general information but does not guarantee that a traveller satisfies every immigration or border requirement.

Consumers should verify requirements with the relevant official authority and supplier.

38. Travel Insurance

Travel insurance may provide additional protection for circumstances such as:

cancellation;
medical expenses;
baggage problems;
interruption;
or other travel risks.

Unless expressly stated, Travellin does not represent that a particular booking includes travel insurance.

39. Payment Problems

If payment appears to have been taken but a booking confirmation has not been received, the consumer should contact:

bookings@travellin.info

The consumer should provide:

transaction reference;
date and approximate time;
amount;
currency;
booking details;
and payment confirmation where available.

40. Duplicate Payments

If a consumer believes that a transaction has been charged more than once, Travellin should be contacted promptly.

Travellin will investigate the payment records and, where appropriate, coordinate with the relevant payment provider or supplier.

41. Refunds

Refund eligibility depends on:

applicable law;
supplier terms;
cancellation conditions;
payment status;
the reason for cancellation;
and the nature of the travel service.

Where Travellin controls the refund process, applicable refunds will be processed according to the relevant terms and legal requirements.

Where the supplier controls the refund, Travellin may assist with communication.

42. Delayed Supplier Refunds

Where a refund is dependent on a supplier, payment processor or intermediary, the timing may depend on that party’s processing.

Travellin will not intentionally misrepresent a supplier-controlled refund as being immediately available where it is not.

43. Chargebacks

Consumers retain whatever rights they have under applicable payment law and their payment-provider agreement.

However, consumers are encouraged to contact Travellin first where an issue concerns a Travellin transaction so that the matter can be investigated.

44. Travel Disruption

Travel services may be disrupted by:

weather;
strikes;
technical problems;
operational changes;
natural events;
government restrictions;
security events;
or other circumstances.

The consumer’s rights depend on the relevant service and applicable law.

Travellin will provide reasonable assistance within the scope of its role.

45. Force Majeure

Supplier terms may contain force-majeure provisions.

Such provisions do not automatically eliminate mandatory statutory consumer rights.

The legal consequences depend on the applicable legislation and specific circumstances.

46. Supplier Insolvency

Where a supplier becomes insolvent, consumer protection may depend on:

the type of booking;
package-travel status;
applicable insolvency protection;
the supplier’s jurisdiction;
and the contractual structure.

Travellin does not represent that every standalone travel booking benefits from package-travel insolvency protection.

47. Package-Travel Insolvency Protection

Where a legally defined package is sold by an organiser subject to applicable package-travel legislation, mandatory insolvency-protection rules may apply.

Where Travellin acts only as an intermediary or affiliate and is not the organiser, it will not describe itself as the organiser or claim insolvency protection that does not legally apply.

48. Consumer Protection Outside the EU

Travellin may serve consumers in multiple countries.

Local consumer-protection legislation may provide additional mandatory rights.

The existence and extent of those rights depends on:

the consumer’s location;
supplier location;
service location;
contractual structure;
and applicable conflict-of-law rules.

49. Governing Law

The Travellin Terms & Conditions may specify governing law and jurisdiction.

However, a choice-of-law clause does not necessarily remove mandatory consumer protections available under applicable consumer law.

Where mandatory consumer law grants additional protection, those rights may continue to apply.

50. Jurisdiction

Any jurisdiction provision contained in the Travellin Terms & Conditions is subject to mandatory consumer-protection rules concerning jurisdiction.

Consumers should not assume that a foreign jurisdiction clause automatically prevents them from exercising mandatory rights in their country of residence.

51. Consumer Contact

For consumer and booking matters:

BETZONE s.r.o. — Travellin

Booking enquiries: bookings@travellin.info
General enquiries: info@travellin.info
Privacy enquiries: privacy@travellin.info
Telephone: +420 732 844 855

Registered office:
Maletín 9
789 01 Maletín
Czech Republic

52. Evidence and Records

Consumers should retain:

booking confirmations;
invoices;
payment confirmations;
cancellation confirmations;
supplier correspondence;
screenshots of material booking terms;
and relevant communications.

These records may be useful if a dispute arises.

53. Changes to This Consumer Rights Notice

Travellin may update this Notice when:

legislation changes;
regulatory guidance changes;
new services are introduced;
supplier arrangements change;
or the Platform’s consumer processes change.

The latest version will be published on the Travellin Platform.

54. Final Consumer Protection Statement

Travellin is committed to providing consumers with clear, accurate and accessible information concerning travel services offered through the Platform.

Travellin will not intentionally use contractual wording, interface design or commercial practices to deprive consumers of mandatory rights.

Where a booking involves a third-party supplier, the consumer’s rights and obligations may arise directly between the consumer and that supplier.

Where Travellin has a legal or contractual responsibility concerning the transaction, Travellin will fulfil that responsibility in accordance with applicable law.

Nothing in this Consumer Rights Notice limits any mandatory right that a consumer has under applicable law.

IMPLEMENTATION REQUIREMENT FOR TRAVELLIN

This page should not be treated as a generic disclaimer. It needs to be connected to the actual booking architecture.

For every Travellin product category, the checkout should identify:

1. Who is selling/providing the service
2. Who is the contractual party
3. Who receives the payment
4. Who issues the booking confirmation
5. Who is responsible for cancellation/refund
6. Which supplier terms apply
7. Whether package-travel legislation applies
8. Whether the service is subject to a specific-date withdrawal exception
9. What mandatory consumer rights apply
10. Where the consumer submits a complaint

This is particularly important for Travellin’s planned flights, accommodation, cruises, car and equipment rental, activities, vouchers, restaurants/venues and other travel-related services.

The legal documents must ultimately reflect the actual transaction architecture, not merely the website’s marketing description.