Terms & Conditions
Last Updated: July 2024
1. General Provisions
These terms and conditions outline the rules for using SkyMonde Travel Inc.’s website, SkyMonde.com.
By using Our Website, you agree to be bound by these terms and conditions (“Terms”) and our Privacy Policy. If you do not accept all of these Terms, then you may not use SkyMonde.com.
In these Terms, “You”, and “Your” refers to you, the user of our website. “SkyMonde”, “We”, “Our”, and “Us” refers to our company, SkyMonde Travel Inc. “Our Website” refers to the SkyMonde website, our mobile app, and any other service or feature of the SkyMonde platform.
THESE TERMS INCLUDE AN ARBITRATION CLAUSE AND A WAIVER OF YOUR RIGHT TO PARTICIPATE IN A CLASS ACTION OR REPRESENTATIVE LAWSUIT.
SkyMonde reserves the right to amend this agreement at any time by posting the amended Terms on our website. The amended terms shall be effective from the date they are posted. Your continued use of our website following the posting of modified terms will be subject to the terms in effect at the time of your use. We recommend that you review these terms periodically. If you object to any provision of these terms or any subsequent modifications, your only recourse is to immediately stop using Our Website.
SkyMonde provides a platform for you to explore, search for, book, and pay for various products and services offered by third parties ("Travel Suppliers") which may include, without limitation:
- Accommodations like hotels, hostels, serviced apartments, bed-and-breakfasts, rooms for rent, cottages, and ryokans
- Airlines and other transport services
- Rental car companies
- Online travel agents
- Tour operators
The products and services provided by Travel Suppliers are collectively referred to as “Travel Products”.
The official version of these Terms is in English. We provide translations into other languages as a convenience only. If there is any conflict between the English version and any translated version, the English version will apply.
2. Arbitration and Dispute Resolution
SkyMonde is committed to your satisfaction. If you have a problem or dispute, we will try to resolve it. If we are unsuccessful, you may pursue your claim as explained in this section.
2.1 Dispute Resolution
You agree to give Us the chance to resolve any issue, dispute, or claim related to Our Website, its applications or services, any interactions with SkyMonde (including with our marketing and customer service agents), the purchase, use, or performance of any products or services from Our Website, any representations made by SkyMonde, or our Privacy Policy (collectively referred to as "Claims") by contacting Customer Support. Unless restricted by law, any Claim must be filed within two (2) years from the date the Claim originated.
If we cannot resolve your Claims within 60 days of receiving them, you may pursue arbitration as described below. This informal process is required before you can initiate arbitration.
2.2 Binding Arbitration
Please read this provision carefully. By accepting these Terms, You agree that any and all Claims must be resolved by binding arbitration, and it prevents You from pursuing a class action or similar proceeding in any forum. These limitations apply to any Claims against SkyMonde, its subsidiaries or affiliates and any Travel Suppliers offering products or services through Our Website.
In arbitration, a dispute is resolved by an arbitrator instead of a judge or jury. The arbitrator’s decision will be final and binding, with no right of appeal. Arbitration procedures are simpler and more limited than court procedures.
- By using Our Website, both You and SkyMonde waive the right to a jury trial or public court trial. You and SkyMonde agree that any Claim, including questions about the applicability or validity of this arbitration clause, will be settled exclusively by final and binding arbitration. This arbitration will be administered by the American Arbitration Association ("AAA") and conducted before a single arbitrator according to the current AAA Commercial Arbitration Rules. The arbitrator's decision is binding and can be enforced in any court of competent jurisdiction.
- If You decide to seek arbitration, You must first send, by certified mail, a written Notice of Dispute ("Notice") addressed to: Legal Department, SkyMonde Travel Inc., 1207 Delaware Ave. #3311, Wilmington DE 19806 (“Notice Address”). The notice must also be sent by email to [email protected]. The Notice must describe (i) the nature and basis of the claim, and (ii) the specific relief sought. If You and SkyMonde cannot reach an agreement to resolve the Claim within 60 days after the Notice is received, either party may commence an arbitration proceeding.
- In order to initiate arbitration, each party will be responsible for paying the filing fees required by the AAA. In the event that you are able to demonstrate that the costs of arbitration will be prohibitive as compared to costs of litigation, SkyMonde will pay as much of your filing fee in connection with the arbitration as the arbitrator deems necessary to prevent the arbitration from being cost-prohibitive as compared to the costs of litigation.
- If you prevail in the arbitration, the arbitrator may award you statutory damages and/or your reasonable attorney fees and expenses, to the extent that the arbitrator believes them to be necessary or mandated by law. Any dispute regarding attorney’s fees to be paid pursuant to this paragraph will be decided by the arbitrator who decided the underlying Claim. If you do not prevail on the claim or prevail but are awarded an amount less than or equal to SkyMonde’s last written settlement offer to you, SkyMonde will pay only the amount of the award, and not be liable for any of Your attorney fees or expenses.
- The arbitrator can grant monetary or equitable relief only to the individual party seeking it, and only to the extent necessary for that specific claim. Similarly, any arbitration award and the judgment confirming it apply solely to that particular case and cannot be used in any other case, except to enforce the award itself. To save time and costs, the arbitrator will not provide a detailed explanation for their decision unless all parties request it.
- Class Action Waiver: As permitted by law, you agree not to act as a representative or private attorney general, or in any other representative capacity, nor participate as a member of a class of claimants in any lawsuit against SkyMonde, whether in court or in arbitration, regarding any claims. This section on confidential arbitration will remain in effect even after the termination of your relationship with the company, covering any disputes related to the services or your relationship with the company.
- During the arbitration, the amount of any settlement offer made shall not be disclosed to the arbitrator until after the arbitrator determines the amount, if any, to which you or SkyMonde is entitled.
- If you decide not to accept this binding arbitration provision, you must inform SkyMonde in writing via certified mail within thirty (30) days of your purchase or before you start using the services purchased on Our Website, whichever comes first. This notification should be sent to the Notice Address provided above. If you notify us within this timeframe that you do not accept the binding arbitration provision, you may not continue purchasing services or products on Our Website until SkyMonde notifies you otherwise. SkyMonde reserves the right to prevent your future purchases of services or products on Our Website.
- These Terms of Use and conditions shall be interpreted and enforced according to the laws of the State of Texas without application of its or any other jurisdiction conflicts or choice of law rules. Subject to the Arbitration Agreement, for any action or proceeding regarding these Terms, SkyMonde and you irrevocably submit to the exclusive jurisdiction of the state and federal courts located in Dallas County, Texas and the venue shall exclusively lie in Dallas County, Texas to the express exclusion of all other venues. SkyMonde and You consent to and irrevocably waive any challenge to the jurisdiction, forum, venue, or inconvenience of such courts.
- Except for sub-part (e) (the class action waiver), if any part of this arbitration provision is found to be invalid, unenforceable, illegal, or in conflict with the AAA Rules and Procedures, the rest of the arbitration provision will still be in effect and will be interpreted as if the invalid or conflicting part was not included. However, if sub-part (e) is found to be invalid, unenforceable, or illegal, then the entire arbitration provision will be void, and neither you nor SkyMonde will be able to arbitrate the dispute.
Arbitration rules and forms may be obtained from AAA at https://www.adr.org or by calling AAA at 1-800-778-7879.
3. Warranty Disclaimer
All information on Our Website is provided on an "as is" and “as available” basis without any guarantee of accuracy, timeliness, or being free from errors. We do not guarantee the accuracy, timeliness, or availability of information unless required by law. To the fullest extent permitted by law, we disclaim all representations and warranties, including, but not limited to, warranties of merchantability and fitness for a particular purpose. Your use of Our Website is at your own risk.
4. Limitation of Liability
SkyMonde, including its officers, directors, employees, representatives, affiliates, distributors, suppliers, licensors, and agents (collectively the "Covered Parties"), are not liable for any injury, loss, claim, damage, or any special, punitive, exemplary, direct, indirect, incidental, compensatory, or consequential damages of any kind. This includes, but is not limited to:
- Loss of goodwill, profits, business interruption, data, or other intangible losses.
- Inability to use, unauthorized use of, or performance or non-performance of the website or services.
- Unauthorized access to or tampering with your personal information.
- Errors or inaccuracies on Our Website.
- Transactions made through Our Website.
- Damages or viruses that may infect your computer or other property.
- Delays, cancellations, overbooking, or other issues beyond our control.
SkyMonde acts as an intermediary or agent for travel-related products and services. The Travel Suppliers providing these services are independent contractors, not employees or agents of SkyMonde. SkyMonde is not responsible for the actions, errors, or omissions of these providers or for any resulting injuries, losses, or damages.
No Covered Party is responsible for a Service Provider's failure to comply with these Terms of Use or applicable laws. By using Our Website, you agree to these Terms and waive any legal claims against SkyMonde and its Covered Parties. We are not responsible for any losses or damages resulting from the actions or omissions of Travel Suppliers, including delays, cancellations, overbooking, and other issues beyond our control.
The limitations of liability provided in these Terms are for the benefit of SkyMonde and its Covered Parties and will survive and apply even if any limited remedy specified in these Terms fails to achieve its essential purpose.
To the extent not prohibited by law, the most that any Covered Party 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.
5. Indemnification
You agree to protect, defend, and hold SkyMonde, its Covered Parties, associates, partners, and their respective leaders, officers, directors, managers, employees, and agents harmless from any claims, demands, losses, injuries, fines, or other amounts, including legal and accounting expenses, arising from:
- Your use of SkyMonde.
- Your violation of laws or the rights of a third party.
- Your breach of these Terms of Use or use of our services.
6. Content and Intellectual Property
Our Website is protected by U.S. and international laws, including trademark and copyright laws. This includes text, photos, videos, software, code, information, typefaces, graphics, music, sounds, illustrations, maps, rating systems, designs, icons, trademarks, service marks, and logos (collectively “Content”). The arrangement, compilation, and infrastructure used to provide the Content are also considered Content.
The Content is proprietary to and owned by SkyMonde, its corporate affiliates, licensors and/or Travel Suppliers. Some trademarks, service marks, and other company designations on the site may belong to third parties or to Travel Suppliers and are used under license or for identification purposes only. The presence of these marks or the availability of goods or services from third parties on the site does not imply affiliation, endorsement, or sponsorship by these third parties.
7. Acceptable Use
You must be at least 18 years old to purchase, cancel, or modify any services available through Our Website.
By using a credit card or other payment method to make payment for services on SkyMonde, you confirm you have the authority to use that card or payment method. You must provide accurate information. It is illegal to make a request with false information or an invalid payment method. SkyMonde may cancel any transaction believed to be fraudulent, including unauthorized credit card use. You can only use Our Website to make legitimate reservations, purchases, or requests for products or services.
SkyMonde grants you a limited, personal, non-transferable, non-sub licensable, revocable license to use Our Website only as allowed by these Terms. Using Our Website does not grant you any license or right to use its Content. Any rights not explicitly granted are reserved. Unauthorized use, copying, reproducing, downloading, printing, modifying, displaying, framing, mirroring, publishing, creating derivative works from, transferring, or selling any content is prohibited without SkyMonde's permission.
8. Booking and Payment
8.1 General Rules and Conditions
When you book services through SkyMonde, you authorize us to act on your behalf to book services from the selected Travel Service Provider. This includes making payments on your behalf as required. We will issue tickets and charge you accordingly, displaying the purchase amount before you confirm your booking.
We are not responsible for any changes or cancellations by Travel Suppliers. If you encounter issues with your travel booking, please let us know, and we will try to resolve them promptly within reasonable standards.
8.2 Travel Suppliers: Rules and Restrictions
These Terms of Use apply to all services provided by SkyMonde, including those booked through us from Travel Suppliers. However, Travel Suppliers may have their own additional terms that apply to your booking.
We encourage you to review both these Terms of Use and the terms of the Travel Suppliers to understand all applicable conditions and policies.
By booking travel services through us, you agree to pay all associated fees, including any additional fees required by Travel Suppliers. If full payment is not received on time, we reserve the right to cancel your booking. Some Travel Suppliers may require a credit card or cash deposit at check-in to cover additional expenses. This deposit is separate from any payment made to SkyMonde, and SkyMonde is not responsible for these additional expenses.
Any breach of the Travel Suppliers' rules by you may result in the cancellation of your reservation, denial of access to services, loss of funds paid, and charges to your account for any costs incurred by us due to the breach.
Please note that SkyMonde does not arrange ground transportation services. These services are provided by the Travel Supplier or a partner, not by SkyMonde. If your booking includes a self-transfer, you are responsible for it. SkyMonde is not liable for the quality, safety, frequency, or service levels of such transportation services.
8.3 Bookings
When you book any Travel Product through our website, you are booking directly with the Travel Supplier(s) listed on the booking page. We act as facilitators and do not own, manage, or control any of the Travel Products on Our Website. The Travel Suppliers are responsible for providing the Travel Products.
By submitting a booking request on Our Website, you are making an offer to book the specified Travel Product(s) under the conditions outlined in these terms. The Travel Supplier will provide the Travel Product to you, and the terms and conditions governing that product will be between you and the Travel Supplier. SkyMonde will confirm this acceptance and send you a confirmation email.
Travel Suppliers may have additional terms, conditions, rules, and restrictions that apply to your booking, such as changes, cancellations, and refunds. During the booking process, you will be informed of each Travel Supplier and may receive their terms or a link to access them. It is important to read and accept these terms before completing your booking.
If you book on behalf of others, you must ensure they are aware of and agree to the applicable Travel Supplier terms. Failure to comply with these terms may result in the Travel Supplier canceling your booking without a refund. For questions about the Travel Supplier's products, services, or terms, please contact the Travel Supplier directly.
8.4 Payment
When you book through SkyMonde, you must provide accurate credit or debit card details. By providing this information, you authorize SkyMonde or its third-party service provider to charge you for the total amount of travel services. You may see separate charges for “Fares” and “Taxes and Fees” that equal the total amount quoted in your booking.
If there are issues processing your payment, we will notify you. We are not responsible for any price increases resulting from payment failures. We will review any price increases with you and get your approval before completing the booking.
Neither SkyMonde nor any third-party service provider is obligated to issue tickets before the payment process is complete. You will receive your booking confirmation and electronic invoice via email to the address provided during booking.
8.5 Credit Card Chargebacks
You can dispute charges with credit card companies ("chargebacks"). If you have a question about a charge on your statement, we encourage you to call Customer Support and the Travel Supplier before disputing the charge to discuss any concerns. We reserve the right to cancel any travel reservation if there is a chargeback related to it.
By using SkyMonde to make a reservation with a Travel Supplier, you accept and agree to the cancellation policy of that Travel Supplier. The cancellation policy is available on our website when you make your booking. Note that certain rates or special offers are not eligible for cancellation or change. SkyMonde and its Travel Suppliers consider the following chargeback scenarios improper and reserved the right to investigate and challenge them, including recovering costs from you:
- Chargebacks from non-cancellable reservations when no refund is available, whether or not the reservation is used.
- Chargebacks from choosing not to use a service and not having the right to a refund (e.g., not showing up for a flight without canceling in advance).
- Chargebacks from not complying with these Terms and cancellation/refund policies.
- Chargebacks from charges authorized by family, friends, associates, or others with access to your credit card.
- Chargebacks from the Travel Supplier’s failure to deliver a product or service as described, but which you no longer want or need.
- Chargebacks from not using services due to COVID-19 concerns or travel restrictions.
- Chargebacks from force majeure events or other circumstances beyond SkyMonde or its affiliates' control (including the bankruptcy of SkyMonde or Travel Suppliers).
8.6 Force Majeure
A “Force Majeure” event refers to any act or situation beyond our control. In such cases, we are not liable for any failure to perform, or delays in performing, our obligations or contracts due to interruptions from acts of God.
No party will be held responsible for any losses or damages suffered by the other party if the failure or delay is due to a Force Majeure event. These events include, but are not limited to:
- Strikes, lock-outs, or other industrial action.
- Civil commotion, riot, invasion, cyber-attack, terrorist attack or threat, war or threat of war.
- Fire, explosion, storm, flood, earthquake, subsidence, epidemic, pandemic, or other natural disasters.
- Impossibility of using railways, shipping, aircraft, motor transport, or other transport.
- Interruption or failure of utility services, including telecommunications.
- Acts, decrees, legislation, regulations, or restrictions by any government.
- Other causes beyond our reasonable control.
We will use all reasonable efforts to minimize delays or issues caused by Force Majeure events and find solutions to perform our obligations despite the event.
In Case of a Force Majeure Event:
- Your reservation must be canceled before the scheduled departure date, or you risk losing the value of the tickets with no refund, rebooking, or rerouting options.
- If you’ve requested a refund, it may take longer to process due to the high volume of impacted travelers.
- We will follow established policies and try to find a suitable alternative solution. Travel Suppliers may offer waivers for cancellations, postponements, or refunds for affected flights.
Options for Travel Services:
- Cancel/Credit: Cancel now and book new travel later within the Travel Supplier’s rebooking deadline, usually one year from the purchase date. This is often faster and preferred by Travel Suppliers.
- Change: Some Travel Suppliers may waive penalty fees to allow booking new flights, subject to restrictions and fare differences. Changes are allowed only for unused services. We will handle the change request with the Travel Supplier.
- Refund: If you cannot change your services or dates, you may be entitled to a refund. Some non-refundable tickets may be refunded if allowed by the Travel Supplier. Refunds are usually for unused services. We will handle the refund request with the Travel Supplier.
Refunds are provided under these conditions:
- The Travel Supplier cancels or significantly changes a flight.
- The Travel Supplier acknowledges a refund is due.
- SkyMonde or its third-party providers hold the passenger funds.
If these conditions are not met, refunds will not be provided by SkyMonde or its third-party providers. In such cases, the obligation to refund belongs to the airlines or Travel Supplier according to DOT Enforcement Notices.
IMPORTANT: Our company's services are provided by third-party service providers. These services include processing requests to cancel, change, or refund flights. A separate, reduced fee will be charged for these services.
We have no control over the outcome of the cancellation, change, or refund process, which is entirely at the discretion of the Travel Supplier. The fee you pay for our service is non-refundable, even if the outcome is unsatisfactory.
8.7 Refund Processing Time
Refunds, once authorized by the Travel Supplier, will generally be credited back to the original payment method within 20 business days for credit/debit card purchases, excluding your bank's processing time. In some cases, refunds may be issued via alternative methods such as check or PayPal.
9. Flights
9.1 Flight Ticketing Policies
After you complete a flight booking through SkyMonde, you will receive an order confirmation email at the address you provided. This email confirms your order and includes your passenger details, itinerary, and a summary of charges.
The order confirmation only acknowledges that we have received and are processing your order. It is not an electronic ticket or a guarantee to board the plane. Once your payment is processed and your reservation is ticketed, you will receive a separate email with your e-ticket receipt.
Flight cancellations or modifications depend on the airline's fare rules and terms. Some airlines allow free cancellations within 24 hours of ticket issuance, but this is limited to certain fares and ticket types. To change or cancel your reservation, contact our Customer Support team.
Many airlines restrict name changes, and if a change is needed, it is treated as a cancellation with applicable charges. For any changes due to your travel plans or personal circumstances, our processing fees will apply in addition to the airline's terms and conditions.
Post-Ticketing Processing Fees (per passenger):
- Void (cancellation within 24 hours of booking): $0.00
- Cancellation and refunds beyond 24 hours but before departure: $150.00
- Changes/exchanges to tickets before departure: $150.00
- Schedule changes handling (rebooking, cancellations, refunds): $50.00
- Agent-assisted waivers (name corrections, exceptions, no-shows): $50.00
If you miss your check-in (no show) or do not use your purchased services, you will not be entitled to a refund, though you might be eligible for a refund of some taxes or fees, subject to airline policy.
9.2 Refunds and Cancellations
Voluntary Cancellation by Passengers
We understand that travel plans can change. If you need to cancel your booking, you may be eligible for a partial refund depending on your ticket policy.
- Cancellation Timing: You must cancel your ticket at least 24 hours before the scheduled departure. If you do not cancel before departure, or if you do not show up or board after check-in, you may not be eligible for a refund.
- Eligibility: Refunds are only possible within the ticket validity period and if the fare rules allow it. Discounted fares may be partially or completely non-refundable.
- Partially Used Tickets: Refunds for partially used tickets will be recalculated based on the unused portion, if allowed by airline policy. If the ticket has no value left, any unused tax may be refunded.
- Alternative Options: If your ticket is not eligible for a refund, we will offer alternatives such as e-credit or exchange, if available.
- Additional Services: Refunds do not automatically cancel additional services (e.g. insurance, airport transfer). You must cancel these services directly with the third-party provider.
Schedule Changes and Involuntary Cancellation
If an airline cancels or reschedules a flight, you may choose from the alternatives offered for your travel arrangements. We will notify you of any significant changes once we become aware of them. We accept no liability for changes or costs incurred as a result.
You can accept the new schedule or travel arrangement. Or you may apply for a refund according to the airline's conditions of carriage. Our processing fee and any other non-refundable fees cannot be refunded.
Applicable Surcharges for Reservation Cancellations
- Ticket Rules: Refunds are subject to the ticket's fare rules and the airline's terms, which may include administrative fees and penalties.
- Processing Fees: A $150 processing fee applies for any cancellation, change, or refund requests handled by our service center, social media, or other channels. This fee is per passenger.
- Support Packages: Processing fees for tickets with a Support Package will be charged according to the package purchased. Administrative fees, tips, and Support Packages are non-refundable. Airline penalties and cancellation fees are also non-refundable and will be deducted from your refund.
- Airline Discretion: The outcome of the cancellation/change/refund process is at the airline's discretion, and we cannot be held liable. The processing fee paid to us for handling your request is non-refundable.
9.3 Baggage Allowance
Your baggage allowance is noted on your order confirmation and e-ticket receipt. Check with the airline directly for the latest baggage allowance details, including the number, size, and weight of items you can bring.
Some airlines offer lower fares that do not include baggage. Check your order confirmation to see if baggage is included in your fare.
Airline baggage fee policies can change, and SkyMonde does not control these fees. Airlines may charge for any bags you carry, and if your luggage exceeds the specified limits, additional charges may apply. We are not responsible for any baggage fees charged by airlines.
9.4 Prohibited Items
For safety reasons, dangerous items must not be packed in checked or cabin baggage unless specifically allowed. Dangerous items include, but are not limited to: compressed gasses, corrosives, explosives, flammable liquids and solids, radioactive materials, oxidizers, poisons, infectious substances, and briefcases with alarm devices. Additional security restrictions may apply, so check with your carrier. It is illegal to carry dangerous materials on aircraft in your luggage or on your person.
9.5 Requirements for Travel
It is your responsibility to ensure that you have the required travel documents based on your destination, connections, and visa/passport status. Consult your local embassy or the relevant government agency for specific travel requirements.
For travel within the United States, documents include either:
- A "Real ID-compliant" driver’s license, US military ID or US passport. For more details go to https://www.tsa.gov/real-id
- A valid passport.
For international travel, documents include:
- A valid passport.
- Sometimes a visa (check with the embassy of your destination country).
- Depending on the destination, a negative COVID-19 test (check the entry requirements of your destination country).
We are not liable if you are refused entry onto a flight or into any country due to your conduct or failure to carry the correct travel documents required by any Travel Supplier, authority, or country, including those you are transiting through.
We are not responsible for the risks associated with traveling to different countries or specific risks posed by particular countries, and we disclaim all liability for any damages or losses related to such travel.
9.6 Airline Prohibited Practices
You agree not to purchase airline tickets with flight segments that you will not be using, such as a "point-beyond", "hidden-city", or "back-to-back tickets" if those practices are prohibited by the airline. You agree not to purchase a round-trip ticket that you plan to use only for one-way travel if that practice is prohibited by the airline.
You acknowledge that most airlines prohibit all such tickets, and therefore we cannot guarantee that the airline will honor tickets if you engage in these practices.
You agree to indemnify the Covered Parties against airline claims, on the basis of these or any other prohibited practices, for the difference between the full fare of your actual itinerary and the value of the ticket or tickets that you purchased.
9.7 One Way Tickets for Round Trip Travel
For certain itineraries, you are able to purchase two one way tickets on Our Website rather than a round trip ticket. If you do so, you will be making two separate bookings with two separate and different rules and policies (for example, for baggage fees, change fees, and refunds). Any changes made to one of your bookings will not affect the other booking (for example, if your initial flight is canceled by either you or the airline, the other airline with which you booked your return flight is not obligated to issue a refund or change your itinerary). If you are traveling internationally, you may need to provide proof that you have a return flight at check in and at immigration.
9.8 Related Legislation
Travel to other countries may be subject to international laws like the Montreal Convention, the Warsaw Convention and its amendments, and Regulation (EC) No 261/2004 of the European Parliament, which deals with compensation and assistance for denied boarding, cancellations, or long delays. These laws, along with the carrier’s contract of carriage, may limit the carrier’s liability.
9.9 Notice of Contract Terms Incorporated by Reference
An airline's terms and conditions, rules, regulations, policies, and applicable charges will apply to your travel with that airline. If you use multiple airlines, the conditions, regulations, and charges of each airline will apply to you.
These conditions include, but are not limited to:
- Liability Limits: Conditions and limits on the airline's responsibility for passenger injury or death.
- Associated Acts: Application of the airline's conditions and liability limits to actions by the airline’s associates, supporters, and representatives.
- Claims Restrictions: Time limits for passengers to file claims or take legal action against the airline.
- Operational Rules: Rules about reconfirming reservations, check-in times, the use, duration, and validity of air transport services, and the airline's right to deny boarding.
- Service Failures: Airline rights and limits on liability for delays or service failures, including schedule changes, carrier or aircraft substitution, and re-routing, with the
obligation to notify passengers when required by law.
- Document Compliance: Airline rights to refuse boarding to passengers who do not comply with applicable laws or fail to present necessary travel documents.
You can obtain more information about your contract of carriage and request a copy at ticket sales locations or on the airline's website. By law, you have the right to inspect the full contract text at the airline's airport and sales offices and to receive a copy by mail or other delivery service free of charge upon request.
If an airline sells air transportation services or checks baggage for another carrier, it acts only as an agent for that carrier.
10. Hotels and Accommodations
10.1 Payment Options
For accommodation bookings, you might see a "Book Now, Pay Later" option. By choosing this, you authorize SkyMonde to charge your payment method on the specified date, as mentioned in your confirmation email. There may be a small verification charge or pre-authorization on your payment method when you submit your booking request. The remaining balance will be charged when due.
If your accommodation booking includes a "Pay at Hotel" option, meaning you pay directly at the property, the displayed price may or may not include taxes and fees. For clarification, check the booking conditions, your confirmation email, voucher, or contact the Travel Supplier or our Customer Support team.
In some cases, a Travel Supplier may pre-authorize your payment method, charge a deposit, or bill the full booking amount upfront. By selecting this option, you allow SkyMonde to share your payment information with the Travel Supplier according to our Privacy Policy.
11. SkyMonde Services
11.1 Discount Coupons
Voucher Usage:
- To use a voucher, go to SkyMonde.com, select your flight, and enter the voucher code at checkout.
- You can choose any flight, even if it takes place after the voucher's expiry date.
- Coupons are valid per passenger and can only be used on tickets purchased directly from Our Website.
- Only one coupon may be used to discount the price of one passenger's ticket. Coupons cannot be used for infant tickets.
Validity:
- Vouchers are valid for 1 year from the date of issue.
- Each voucher code can only be used once. Duplicating, modifying, or altering a voucher is prohibited.
Transferability:
- Vouchers may be transferred to another person by providing them with the voucher ID.
- The person who has the voucher ID is authorized to use it. The owner is responsible for protecting the voucher ID, and SkyMonde is not responsible for unauthorized use.
Theft or Loss:
- Vouchers will not be replaced if lost or stolen.
11.2 Support Bundles
The Support Bundle product offers a various selection of travel packages tailored specifically for your needs. These packages are designed to enhance your travel experience by providing expert assistance and added benefits, offering multiple service levels and tailored options to suit your needs and budget.
The bundle is available in Standard and Premium plans. The package usually include but are not limited to:
Exchange & Refund Processing Fee Discount - reduce costs when making changes to your travel plans.
An activated Standard plan reduces the SkyMonde processing fee for the voluntary exchanges and refunds. The Plus plan completely eliminates the fees for the voluntary exchanges and refunds. The service is considered utilized upon its first application.
Priority Assistance ensures expedited and prioritized support with access to exclusive communication channels, providing customers quicker responses for booking inquiries, changes, or general assistance.
Schedule Change Handling Priority provides customers with dedicated assistance and prioritized support in managing and adapting to schedule changes, ensuring a seamless transition to the revised itinerary.
24 Hours Cancellation offers free tickets cancellation within the flight tickets void window.
The offered plans and services included may vary and depend on the characteristics of the trip and flight to which they are provided.
Exchange and Refund Processing Fee Discounts are valid only for the original booking associated with the purchased Support Bundle.
Priority services are active for the duration of the trip associated with the purchased bundle. These are subject to availability and may experience delays during peak travel periods or extraordinary circumstances.
Price Drop vouchers are non-transferable and cannot be combined with other promotions. They are valid for the year from the issue date.
Changes and cancelations:
The Support Bundle is refundable within 24 hours of booking; after that, its cost is non-refundable and considered fully consumed once any available options are used.
Support Bundle will be considered consumed and will not transfer to the new booking if the customer makes a voluntary exchange.
11.3 Cancel for Any Reason (CFAR) plan
The Cancel for Any Reason (CFAR) plan provides the greatest flexibility to cancel your trip. Please note that CFAR is not insurance and does not guarantee refunds. It offers compensation if you are unable to proceed with your booked trip.
The product allows customers to request ticket cancellation without providing any documentation and receive a partial refund under the following terms:
- Refund Options are: Flight Credit: 100% of the ticket cost as a flight credit (if available for the specific airline) or Cash Refund: 80% of the ticket cost as cash. Refund options depend on airline credits availability.
- The cancellation request must be made with our Customer Care department via phone or the 'Contact us' form at least 48 hours prior to your first scheduled departure.
- Once a valid cancellation request is received, the customer will receive 100% of the ticket cost as a flight credit, if available for the specific airline, or 80% of the ticket cost as cash.
- Once the 48-hour limit prior to the first departure has passed, the plan will be considered consumed, and airline-imposed fare rules will apply.
- Refunds issued as cash will be processed within 15 days from the date of the request and will be transferred to the original form of payment.
- Refunds issued as airline credits will be deposited into your personal account and are valid for one year from the original booking date. When rebooking, you must cover any fare difference and applicable airline penalties. The credit is valid for the same airline, route, and passengers.
- The cancellation request applies to the whole booking and cannot be applied towards an individual flight segment.
- The plan does not offer coverage after the trip has started, including requests at the airport and/or at the point of destination.
- The plan does not cover any additional purchases related to the ticket expenses (pre-selected seats, additional baggage, insurance packages, etc.) and such expenses will not be refunded.
Changes and cancelations:
- The Cancel for Any Reason (CFAR) plan itself is non-refundable.
- The plan does not apply to tickets changed directly with the airline.
- CFAR will be considered consumed and will not transfer to the new booking if the customer makes a voluntary exchange.
- The plan does not cover tickets canceled directly with airlines or canceled by the airlines due to schedule changes, irregular operations, or unforeseen circumstances*.
*“Unforeseen circumstances” means any extraordinary event beyond the reasonable control of an airline. This includes, but is not limited to, hurricanes, floods, earthquakes, cyclones, thunderstorms, blizzards, volcanic eruptions, high winds, excessive precipitation, wildfires, civil disorder and unrest, political instability, quarantine, aircraft maintenance problems, and security issues.
11.4 Travel Protection Plan (TP)
The Travel Protection Plan offers advanced concierge services, including help with refunds and reservation changes due to flight cancellations, medical reasons, and other circumstances. Note that this is not an insurance policy.
TP Plan Includes:
- 100% Refund for Flight Cancellation due to Acts of God or Airline Bankruptcy:
- Assistance in getting a full refund for flight cancellations due to unforeseen circumstances or airline bankruptcy.
- Request must be sent to our support team within 24 hours of the flight cancellation with documentation from the airline.
- 100% Refund for Fully Unused Tickets in Case of Hospitalization:
- Assistance in getting a full refund for unused tickets if hospitalized and unable to travel.
- Submit request at least 24 hours before departure with hospital documentation.
- For partially used tickets, we will work with the airline to reschedule at no charge, though fare differences may apply.
- 50% Refund for Fully Unused Tickets in Case of Sickness:
- Assistance in getting a 50% refund for unused tickets if unable to travel due to sickness.
- Submit a request at least 24 hours before departure with a doctor's note.
- Free Exchange for Missed Flight or Connection:
- Free ticket exchange if you miss your flight due to airline schedule changes or unforeseen circumstances.
- Submit a request at least 24 hours before departure, and you can be rescheduled within 5 days on the same airline.
- Extra Air Concierge Services:
- Available for requests submitted at least 24 hours before departure.
- Includes waiver of processing fees for regular ticket changes or cancellations, help finding the best flight options, special services, and meal requests.
- Mishandled Baggage:
- Assistance in locating and retrieving lost or misdirected checked baggage.
- Must first report to the airline and get a tracking number. Submit request within 24 hours of flight arrival.
- $25.00 Voucher for Future Purchase:
- A $25.00 bonus voucher is issued with the activation of the TP plan. Valid for one year and transferable.
- Assistance in getting a full refund for flight cancellations due to unforeseen circumstances or airline bankruptcy.
- Request must be sent to our support team within 24 hours of the flight cancellation with documentation from the airline.
- Assistance in getting a full refund for unused tickets if hospitalized and unable to travel.
- Submit request at least 24 hours before departure with hospital documentation.
- For partially used tickets, we will work with the airline to reschedule at no charge, though fare differences may apply.
- Assistance in getting a 50% refund for unused tickets if unable to travel due to sickness.
- Submit a request at least 24 hours before departure with a doctor's note.
- Free ticket exchange if you miss your flight due to airline schedule changes or unforeseen circumstances.
- Submit a request at least 24 hours before departure, and you can be rescheduled within 5 days on the same airline.
- Available for requests submitted at least 24 hours before departure.
- Includes waiver of processing fees for regular ticket changes or cancellations, help finding the best flight options, special services, and meal requests.
- Assistance in locating and retrieving lost or misdirected checked baggage.
- Must first report to the airline and get a tracking number. Submit request within 24 hours of flight arrival.
- A $25.00 bonus voucher is issued with the activation of the TP plan. Valid for one year and transferable.