Customer terms of service

Our Platform

1. We get information from Service Providers, and we can’t guarantee that everything is accurate – but when providing our Platform, we take reasonable care and act with professional diligence. Unless we’ve failed to do so, or have been negligent, we can’t be held responsible for any errors, interruptions, or missing bits of information. Of course, we’ll do everything we can to correct/fix them as soon as we become aware of them.

2. We’re always working to improve our customers’ experience with StayGoo.com . So sometimes, we show different people different designs, phrasings, products, etc. to find out how they react. As a result, you might not come across some services or conditions when you visit our Platform.

3. Our Platform is not a recommendation or endorsement of any Service Provider or its products, services, facilities, vehicles, etc.

4. We’re not a party to the terms between you and the Service Provider. The Service Provider is solely responsible for the Travel Experience.

5. 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.

6. 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.

7. Unless otherwise indicated, you need to be at least 18 to use the Platform.

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 obvious 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, your booking may be cancelled and we’ll 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.).

 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) 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. This does not affect your rights if you have any problems with your Travel Experience – please refer to ‘What if something goes wrong?’ (A15).

3. If your payment method is denominated in a currency* that is different to the payment currency, your bank or payment method provider (or their payment services providers) may charge you additional fees. For example, this could happen if your credit card is in Euros but your hotel is charging you in dollars. If this is going to happen, we’ll inform you during the booking process.

* This just refers to the default currency of your payment method.

4. If you know of or suspect any fraudulent behavior or unauthorized use of your Payment Method, please contact your payment provider as soon as possible.

5. 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.

6. Pay In Your Own Currency. We (and/or one of our affiliates) may provide you with the ability to pay for your Booking in your own currency (your ‘Home Currency’), based on your location and/or account setting – and in respect of this service only, we do this as principal, rather than as agent for the Service Provider. Where you use this service, you agree to the following terms, which are separate to your contract with the Service Provider related to your Travel Experience. The Service Provider is not involved in the provision of the Pay In Your Own Currency service and is not party to the following terms, which do not give you any extra rights under your contract with the Service Provider. If you choose to pay in the Service Provider’s currency, the following terms don’t apply.

• For the avoidance of doubt, when you use Pay In Your Own Currency, we are simply enabling you to make payment in your own currency while we ensure that the Service Provider is paid in their local currency. As such, you are not making payment in one currency and receiving another currency.
• If you choose to use Pay In Your Own Currency, all fees and charges from us for use of the Pay In Your Own Currency service either (a) are included in the exchange rate or (b) appear as a separate line item (included in the total price displayed where applicable) during the checkout process.
• The exchange rate is determined at the time the total payment (or estimated total payment) is displayed during the checkout process – and where applicable, the total price displayed will be the amount charged by us to you. Just to be clear, certain fees and charges that are part of the total price displayed will, however, be collected directly by the Service Provider. We will tell you during the checkout process when this is the case.
• If you cancel a reservation within any permitted cancellation period which may apply, we will refund you the exact same amount we initially charged you (inclusive of any applicable fees in relation to the Pay in Your Own Currency Service).

7. We will store your Payment Method details for future transactions after collecting your consent.

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 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 cancel, 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. It’s your responsibility to ensure you’re on time – and if you aren’t, we are not responsible for any associated costs (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.

Damage policy

5. 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.

6. Under the damage policy, there’s a limit to how much a Service Provider can charge you through our Platform (the limit is displayed while you’re booking). However, the Service Provider can start a legal claim against you outside of the damage policy, in which case the limit doesn’t apply.

7. Any payment you make would be between the Service Provider and you – we’d just be organizing it on the Service Provider’s behalf.

8. 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).

9. 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.

Amendments, cancellations and refunds

1. You’ll find the cancellation policy in the Contract of Carriage between you and the airline. It’s available while you’re booking your Flight and when your Flight is confirmed (in your ‘Manage Booking’ page).

2. There may be a fee for changing or cancelling your Flight.

3. Airlines reserve the right to reschedule or cancel flights in accordance with the airline's terms & conditions, Contract of Carriage or airline policies.

4. Different tickets from the same airline may have different restrictions or include different services. Please make sure you read the full details provided during the booking process.

5. If you have any questions about changes, cancellations or refunds, please contact our reservation team https://staygoo.com/contact-us .

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. If you do this in breach of the airline’s terms (provided when you make your Booking), you will reimburse us for any difference between the cost of your actual journey and the cost of the full journey specified on your ticket(s) if the airline claims this from us.

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.

Service fees

10. Depending on which Flight you choose, you may be charged a service fee by us and/or the Third-Party Aggregator.

• Our service fee (if any) is a fee for using our Platform so you can buy a ticket from a Third-Party Aggregator. This fee includes any applicable VAT/GST/similar taxes.
• The Third-Party Aggregator’s service fee (if any) is a fee for using them as intermediary to the airline(s). This fee may include any applicable VAT/GST/similar taxes.

11. The price of your ticket will include any service fee(s).

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.