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| 1 | Skip to main content KHR Choose your currency. | 1 | Skip to main content USD Choose your currency. |
| 2 | Your current currency is Cambodia Riel Choose your language. | 2 | Your current currency is U.S. Dollar Choose your language. |
| 3 | Your current language is English (US) Get help with your reservation List your property Register Sign in Stays Flights Car rental Attractions Airport taxis About Booking.com™ Legal Digital Services Act Digital Markets Act Accessibility Statement Terms of Service How We Work Offices Worldwide Contact Us Press Center Career Opportunities Sustainability at Booking.com Add Your Property Booking.com for Business Extranet Log-in Become an Affiliate Supplier Code of Conduct Select a page Terms of Service Customer terms of service Updated September 15, 2025 Print Print Summary of these Terms Along with the Terms on this page, two other documents form part of our contract with you: Our How We Work page helps you use our Platform and understand our reviews, rankings, recommendations, how we make money, and more. | 3 | Your current language is English (US) Get help with your reservation List your property Register Sign in Stays Flights Flight + Hotel Car rental Attractions Airport taxis About Booking.com™ Legal Digital Services Act Digital Markets Act Accessibility Statement Terms of Service How We Work Offices Worldwide Contact Us Press Center Career Opportunities Sustainability at Booking.com Add Your Property Booking.com for Business Extranet Log-in Become an Affiliate Supplier Code of Conduct Select a page Terms of Service Customer terms of service Updated August 25, 2025 Print Print Review section A20 carefully, as it contains provisions governing how to resolve disputes between you and Booking.com (the “arbitration agreement”). |
| 4 | Our Content Standards and Guidelines help us keep everything on our Platform relevant to and appropriate for our global audience without limiting freedom of expression. | 4 | Among other things, section A20 includes an agreement to arbitrate that requires, with limited exceptions, that all disputes between you and us will be resolved by binding and final arbitration. |
| 5 | They tell you how we manage content and online safety and take action against anything inappropriate. | 5 | Section A20 also contains a class action and jury trial waiver. |
| 6 | By agreeing to our Terms, you agree to everything in all three documents. | 6 | Unless you opt out of the agreement to arbitrate within 30 days: (1) you will only be permitted to pursue disputes or claims and seek relief against us through binding, final arbitration, with limited exceptions, and you waive your right to participate in a class action lawsuit or other representative proceeding or class-wide arbitration; and (2) you are waiving your right to pursue disputes or claims and seek relief in a court of law and to have a jury trial. |
| 7 | If you don’t accept any of these Terms, please don’t use our Platform. | — | Removed |
| 8 | All this information is important because it (along with your booking confirmation email and any pre-contractual information provided before you book) sets out the legal terms on which Service Providers offer their Travel Experiences through our Platform. | — | Removed |
| 9 | If something goes wrong with your Travel Experience, Section A16 of these Terms explains what you can do about it. | — | Removed |
| 10 | This includes making a complaint to us, going to court, and (in some cases) using an online dispute resolution service. | — | Removed |
| 11 | If you want to appeal to a moderation decision or report any content on our Platform, our Content Standards and Guidelines explain how to do so and how we manage these requests. | — | Removed |
| 12 | This summary isn’t part of our Terms or a legal document. | — | Removed |
| 13 | It’s just a simple explanation of our Terms. | — | Removed |
| 14 | We encourage you to read each document in full. | — | Removed |
| 15 | Some of the words in this summary have specific meanings, so be sure to refer to the Booking.com dictionary at the end of these Terms. | — | Removed |
| 22 | Private and public transportation Booking.com dictionary Previous terms of service A. | 13 | Private and Public Transportation G. |
| 14 | Cruises Booking.com dictionary Previous terms of service A. | ||
| 44 | Applicable law and forum A21. | 36 | Arbitration agreement A1. |
| 45 | Linked travel arrangements A22. | — | Removed |
| 46 | Modification clause A1. | — | Removed |
| 51 | When you complete your booking, you accept these Terms and any other terms provided during the booking process. 2. | 41 | When you complete your booking, you accept these Terms and any other terms provided during the booking process. |
| 52 | If any authority decides that some of these terms are unlawful, the rest of the terms will continue to apply. 3. | 42 | These Terms include an agreement to mandatory, binding individual arbitration, which means that you agree to submit most disputes related to our Platform, the use of the services on our Platform, or these Terms, to binding arbitration rather than proceeding in court. |
| 43 | You may opt out of this arbitration agreement only by following the procedures in section A20 . | ||
| 44 | These Terms also include the waiving of any class action or jury trial. 2. | ||
| 45 | If anything in these Terms is (or becomes) invalid or unenforceable: It will still be enforced to the fullest extent permitted by law; You will still be bound by everything else in the Terms. 3. | ||
| 59 | When you book an accommodation, flight, or attraction, Booking.com B.V. provides and is responsible for the Platform – but not the Travel Experience itself (section A4.3). 2. | 52 | When you book an accommodation, flight, or attraction, Booking.com B.V. provides and is responsible for the Platform, but not the Travel Experience itself (section A4.4). 2. |
| 62 | They don’t: control or manage our Platform have their own Platform have any legal or contractual relationship with you provide Travel Experiences represent us, or enter into contracts, or accept legal documents in our name operate as our “process or service agents.” A4. | 55 | They don’t: control or manage our Platform have their own Platform have any legal or contractual relationship with you provide Travel Experiences represent us, or enter into contracts, or accept legal documents in our name operate as our “process or service agents.” 4. |
| 56 | When using Rentalcars.com to make Car Rental Bookings, clauses A13 and A14 are not applicable. | ||
| 57 | A4. | ||
| 64 | 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. | 59 | We take reasonable care in providing our Platform, but we can’t guarantee that everything on it is accurate (we get information from the Service Providers). |
| 65 | 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. | 60 | To the extent permitted by law, we can’t be held responsible for any errors, interruptions, or missing bits of information, although we will do everything we can to correct/fix them as soon as we can. 2. |
| 66 | Of course, we’ll do everything we can to correct/fix them as soon as we become aware. 2. | — | Removed |
| 102 | So, before you book, be sure to check the Service Provider’s upfront payments policy (available during the booking process), which we don’t influence and aren’t responsible for. | 96 | So, before you book, be sure to check the Service Provider’s upfront payments policy (available during the booking process), which we don’t influence and aren’t responsible for. 3. |
| 103 | This does not affect your rights if you have any problems with your Travel Experience – be sure to refer to “What if something goes wrong?” (A16). 3. | 97 | If you know of or suspect any fraudulent behavior or unauthorized use of your Payment Method, contact your payment provider as soon as possible. 4. |
| 104 | If your payment method is denominated in a currency* different from the payment currency, your bank or payment method provider (or their payment service providers) may charge you additional fees. | 98 | 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. |
| 105 | For example, this could happen if your credit card is in euros, but your hotel is charging you in dollars. | 99 | You can check our currency conversion rate during checkout, in the Booking details of your Account, or in the email we send you if you don’t have an account. |
| 106 | If this is going to happen, we’ll inform you during the booking process. * This refers to the default currency of your payment method. 4. | 100 | If we charge you fees in connection with any such services, the fee will be expressed as a percentage over European Central Bank rates. |
| 107 | If you know of or suspect any fraudulent behavior or unauthorized use of your Payment Method, be sure to contact your payment provider as soon as possible. 5. | 101 | Your card issuer may charge you a foreign transaction fee. 5. |
| 108 | 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. | 102 | We’ll store your Payment Method details for future transactions after collecting your consent. |
| 109 | Pay In Your Own Currency. | — | Removed |
| 110 | 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 an agent for the Service Provider. | — | Removed |
| 111 | Where you use this service, you agree to the following terms, which are separate from your contract with the Service Provider related to your Travel Experience. | — | Removed |
| 112 | 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. | — | Removed |
| 113 | If you choose to pay in the Service Provider’s currency, the following terms don’t apply. | — | Removed |
| 114 | For the avoidance of doubt, when you use Pay In Your Own Currency, we are just enabling you to make payment in your own currency while we ensure that the Service Provider is paid in their local currency. | — | Removed |
| 115 | As such, you are not making payment in one currency and receiving another currency. | — | Removed |
| 116 | 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 check-out process. | — | Removed |
| 117 | The exchange rate is determined when the total payment (or estimated total payment) is displayed during the check-out process. | — | Removed |
| 118 | Where applicable, the total price displayed will be the amount charged by us to you. | — | Removed |
| 119 | Certain fees and charges that are part of the total price displayed will, however, be collected directly by the Service Provider. | — | Removed |
| 120 | We’ll tell you when this is the case during the check-out process. | — | Removed |
| 121 | If you cancel a reservation within any permitted cancellation period which may apply, we’ll 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. | — | Removed |
| 122 | After collecting your consent, we will store your payment method details for future transactions. | — | Removed |
| 138 | If you book a Travel Experience, refer to our Privacy Notice for more information on privacy, cookies, how we might contact you, and how we process personal data. 2. | 118 | If you book a Travel Experience, refer to our Privacy Notice for more information on privacy, cookies, how we might contact you, and how we process personal data. |
| 139 | If you're based in France and you have provided your phone number on our platform, you have the option to register your telephone details on the do-not-call list available at www.bloctel.gouv.fr . | — | Removed |
| 169 | How to get Rewards. | 148 | How to get Rewards: You may, for example, earn and receive a Reward by booking and completing Accommodation stays with participating Service Providers, or by making a certain number of Eligible bookings in a given time period. |
| 170 | You may, for example, earn and receive a Reward by booking and completing Accommodation stays with participating Service Providers, or by making a certain number of Eligible bookings in a given time period. | — | Removed |
| 173 | Where to find your Rewards. | 151 | Where to find your Rewards: If and when you receive any Rewards, you’ll be able to manage and spend them from the Wallet, which is automatically created when you create a verified Account. |
| 174 | If and when you receive any Rewards, you’ll be able to manage and spend them from the Wallet, which is automatically created when you create a verified Account. | — | Removed |
| 178 | Types of Rewards. | 155 | Types of Rewards: Although we only award (a) Credits and (b) vouchers into your Wallet, your Wallet may also help you track the processing of (c) other types of Reward (e.g., Credit Card Cashback) from us. |
| 179 | Although we only award (a) Credits and (b) vouchers into your Wallet, your Wallet may also help you track the processing of (c) other types of Reward (e.g. Credit Card Cashback) from us. | — | Removed |
| 181 | How to get Credits. | 157 | How to get Credits: Credits are usually issued as a result of getting a Reward, but we may issue Credits for other reasons. 6. |
| 182 | Credits are usually issued as a result of getting a Reward, but we may issue Credits for other reasons. 6. | 158 | Where to find your Credits: Your Rewards are always stored in the Wallet until they’re spent. |
| 183 | Where to find your Credits. | — | Removed |
| 184 | Your Rewards are always stored in the Wallet until they’re spent. | — | Removed |
| 188 | Types of Credits. | 162 | Types of Credits: Each Reward type has its own set of spending and/or usage conditions. |
| 189 | Each Reward type has its own set of spending and/or usage conditions. | — | Removed |
| 197 | These criteria may contain and not be limited to: time-sensitive restrictions (e.g., offers with expiration dates) platform restrictions (e.g., promotional codes that can only be used in our app) Accommodation service restrictions (e.g., offers that can only be used with specific Service Providers) a minimum spend (e.g., a Reward that you’ll only earn when you spend at least a certain amount on a Booking), and a maximum Reward value (for both monetary and non-monetary Rewards). 10. | 170 | These criteria may contain and not be limited to: time-sensitive restrictions (e.g. offers with expiration dates) platform restrictions (e.g. promotional codes that can only be used in our app) Accommodation service restrictions (e.g. offers that can only be used with specific Service Providers) a minimum spend (e.g. a Reward that you’ll only earn when you spend at least a certain amount on a Booking), and a maximum Reward value (for both monetary and non-monetary Rewards). 10. |
| 201 | You can spend any amount of Travel Credits and/or Cash Credits that you have to offset the cost of an Eligible booking on participating Platforms (e.g. www.booking.com or a Group Company website). | 174 | You can spend any amount of Travel Credits and/or Cash Credits that you have to offset the cost of an eligible booking on participating Platforms (e.g., www.booking.com or a Group Company website). |
| 218 | Be sure to provide any supporting documentation you have. | 191 | Please provide any supporting documentation you have. |
| 242 | We keep a close eye on every visit to our Platform, and we’ll block anyone (and any automated system) we suspect of: conducting an unreasonable amount of searches using any device or software to gather prices or other information doing anything that places undue stress on our Platform using automated assistants (including AI-powered assistants) to access the Platform without express permission 4. | 215 | We keep a close eye on every visit to our Platform, and we’ll block anyone (and any automated system) we suspect of: conducting an unreasonable amount of searches using any device or software to gather prices or other information doing anything that places undue stress on our Platform. using automated assistants (including AI-powered assistants) to access the Platform without express permission 4. |
| 243 | By uploading a review/picture to our Platform, you’re confirming that it meets our Content Standards and Guidelines and that: it’s truthful (e.g., you haven’t altered the picture or uploaded one of a different property) it doesn’t contain any viruses you’re allowed to share it with us you own (or are allowed to use) any intellectual property rights that it contains we’re allowed to use it on our Platform and for any other commercial purposes (including marketing and advertising), on any media, worldwide—unless you ask us to stop using it it doesn’t infringe the privacy rights of other people you accept full responsibility for any legal claims against Booking.com related to it. 5. | 216 | By uploading a review/picture to our Platform, you’re confirming that it meets our Content Standards and Guidelines and that: it’s truthful (e.g. you haven’t altered the picture or uploaded one of a different property) it doesn’t contain any viruses you’re allowed to share it with us we’re allowed to use it on our Platform and for any other commercial purposes (including in a promotional context), everywhere, forever (when you let us know we can no longer use it, we will consider any such reasonable request) it doesn’t infringe the privacy rights of other people you accept full responsibility for any legal claims against Booking.com related to it. 5. |
| 248 | You can do so by sending a letter to our postal address (Postbus 1639, 1000 BP, Netherlands), or through our Help Center , where you’ll also find useful FAQs, by calling us on our phone numbers, or sending us a message. | 221 | You can do this by accessing your Booking, or through our app, or through our Help Center , where you’ll also find useful FAQs. You can help us help you as quickly as possible by providing, if available: your booking confirmation number, your contact details, your reservation PIN, and the email address you used when you made your booking (if you have one) a summary of the issue, including how you’d like us to help you any supporting documents (e.g. bank statement, pictures, receipts, etc.) 2. |
| 249 | You can help us help you as quickly as possible by providing, if available: your booking confirmation number, your contact details, your reservation PIN, and the email address you used when you made your booking (if you have one) a summary of the issue, including how you’d like us to help you any supporting documents (e.g. bank statement, pictures, receipts, etc.) 2. | 222 | All questions and complaints are recorded, and the most urgent ones are treated as highest priority. 3. |
| 250 | All queries and complaints are recorded in an identifiable way, allowing you to easily track their status. | — | Removed |
| 251 | The most urgent ones are treated as highest priority. 3. | — | Removed |
| 258 | We try to resolve disputes with you directly. | 229 | We try to resolve disputes internally, and aren’t obliged to submit to any alternative dispute resolution procedures handled by independent providers. |
| 259 | In addition, if you’re in the European Union and we have applied “content actions” to your content or account as described in our Content Standards and Guidelines , you may raise a dispute through an out-of-court dispute settlement provider. | — | Removed |
| 260 | If you want to do so, check this list of such providers and visit each provider’s website for more information on how their process works. | — | Removed |
| 261 | Their decisions are not binding on us. | — | Removed |
| 262 | Otherwise, we’re not obligated to submit to any alternative dispute resolution procedures handled by independent providers. 7. | — | Removed |
| 263 | You may also bring legal proceedings before a competent court – refer to “Applicable law and forum” (A20) for details. | — | Removed |
| 266 | We may help you communicate with your Service Provider, but that doesn’t mean we’re taking responsibility for the Travel Experience or anything the Service Provider does/doesn’t do. | 232 | We may help you communicate with your Service Provider, but we can’t guarantee that they will read anything from you or that they’ll do what you ask. |
| 267 | We can’t guarantee that they will read anything from you or that they’ll do what you ask. | — | Removed |
| 269 | If you need help, be sure to contact us via our Help Center. | — | Removed |
| 272 | If you breach these Terms (including our values and our Content standards and guidelines ) or fail to comply with applicable laws or regulations, we have the right to: stop you making any bookings, cancel any bookings you’ve already made, stop you using: our Platform, our Customer Service, your Account 2. | 236 | We have the right to stop you from making any bookings, to cancel any bookings you’ve already made, and/or to stop you from using our Platform, our Customer Service, and/or your Account. |
| 273 | If we cancel a booking as a result, you may not (depending on the circumstances) be entitled to a refund. | 237 | Of course, we’ll only do this if, in our opinion, there’s a good reason to. |
| 274 | We may tell you why we've canceled your booking, unless telling you would (a) contravene applicable laws and/or (b) prevent or obstruct the detection or prevention of fraud or other illegal activities. | 238 | For example: fraud or abuse non-compliance with (including our values or with applicable laws or regulations inappropriate or unlawful behavior (e.g., violence, threats, or invasion of privacy) in relation to us, any of the companies we work with, or anyone else, for that matter. 2. |
| 239 | If we cancel a booking as a result, you will not be entitled to a refund. | ||
| 240 | We may tell you why we’ve canceled your booking, unless telling you would (a) contravene applicable laws and/or (b) prevent or obstruct the detection or prevention of fraud or other illegal activities. | ||
| 279 | Nothing in these Terms will limit our (or the Service Provider’s) liability (i) when we (or they) were negligent and this led to death or personal injury; (ii) in case of fraud or fraudulent misrepresentation; (iii) in respect of gross negligence or willful misconduct; or (iv) if such liability can otherwise not lawfully be limited or excluded. 2. | 245 | These terms limit only our liabilities under applicable law. |
| 280 | If you are in breach of these Terms and/or the Service Provider’s terms, we won’t be liable for any costs you incur as a result. 3. | 246 | Nothing in these terms will limit our (or the Service Provider’s) liability for our (or their) own (i) negligence that leads to death or personal injury or (ii) fraud or fraudulent misrepresentation, gross negligence, or willful misconduct. |
| 281 | We are not liable for: any losses or damages which were not reasonably foreseeable when you made your booking or otherwise entered into these Terms; or any event which was reasonably beyond our control, mistake in an email address, phone number, or credit card number (unless it’s our fault). 4. | 247 | Booking.com shall not be liable for any losses outside of the rights and responsibilities described in this section, unless said losses are caused by Booking.com’s breach of these terms. |
| 282 | We make no promises about the Service Provider’s products and services other than those expressly stated in these Terms, for example, in Section A4. 5. | 248 | As a non-limiting example, Booking.com shall not be liable for any: indirect or consequential loss or damage loss of profits, use, data, revenues, business opportunities, or goodwill special, punitive, or exemplary damages inaccurate information about a Service Provider product, service, or action of a Service Provider or other business partner mistake in an email address, phone number, or credit card number (unless it’s our fault) force majeure or event beyond our control. 2. |
| 283 | To the extent permitted by law, the most that we (or any Service Provider) will be liable for (whether for one event or a series of connected events) is your reasonably foreseeable losses or damages in connection to your Booking(s). 6. | 249 | If you are in breach of these Terms and/or the Service Provider’s terms, to the extent permitted by law: we will not be liable for any costs you incur as a result, and you won’t be entitled to any refund. 3. |
| 284 | Just to be clear, these Terms are between you and us. | 250 | The most that we, or any Service Provider, 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. |
| 285 | Nothing in these Terms will entitle any third party other than the Service Provider to anything. 7. | 251 | These liability limitations shall apply to all forms of legal action, whether related to contract, tort, negligence, strict liability, or any other legal action. 4. |
| 286 | You may be protected by mandatory consumer protection laws and regulations, which guarantee you rights that no company’s terms can overrule. | 252 | Except as expressly stated in these Terms, no representation, warranties, or undertakings are given in relation to Service Providers’ products and services, and we accept no responsibility for ensuring that they are suitable for your purposes (which remains solely your responsibility). |
| 287 | If there is any inconsistency between those laws and regulations and these Terms, such mandatory consumer protection laws and regulations will override. | 253 | To the fullest extent permitted by law, Booking.com disclaims all representations and warranties, including, but not limited to, warranties of merchantability and fitness for a particular purpose. |
| 254 | We do not warrant or make any representations that our website will operate error-free or uninterrupted, that defects will be corrected, or that the website and/or its servers will be free of viruses and/or other harmful components. | ||
| 255 | We do not warrant or make any representations regarding the suitability, availability, accuracy, reliability, or timeliness of any material of any kind on the website for any purpose, including software, services, information, text, and related graphics content. | ||
| 256 | You agree that you will make use of the Booking.com website and services at your own risk. | ||
| 257 | You understand and agree that we are not responsible or liable for any misuse or unauthorized use of our website or services, or any consequences arising out of such misuse or unauthorized use. 5. | ||
| 258 | Just to be clear, nothing in these Terms will entitle any third party other than the Service Provider to anything. | ||
| 289 | Applicable law and forum 1. | 260 | Arbitration agreement Applicability of Arbitration Agreement 1. |
| 290 | These Terms are governed by Dutch law (for accommodations, flights, or attractions) or English law (for car rentals and private/public transportation). | 261 | Subject to the terms of this Arbitration Agreement, you and Booking.com agree that any disagreement, controversy, or claim arising out of or relating in any way to your access to or use of our Platform, or other services provided by Booking.com or the support companies in connection with your use of our Platform (including the interpretation and scope of this Arbitration Agreement and the arbitrability of a Dispute, as defined herein), or your relationship with us or any subsidiary, parent, or affiliate company or companies (whether based in contract, tort, statute, fraud, misrepresentation, or any other legal theory) (each, a “Dispute”) will be resolved by binding arbitration, rather than in court, except that: (1) you and Booking.com may assert claims or seek relief in small claims court, to the extent the Dispute qualifies under applicable law and remains in small claims court; and (2) the following causes of action and, as applicable, requests for relief are exceptions to the Disputes covered by this Arbitration Agreement and will be brought in a judicial proceeding in a court of competent jurisdiction (as outlined in this Arbitration Agreement): (i) any claim or cause of action alleging actual or threatened infringement, misappropriation, or violation of a party’s copyrights, trademarks, trade secrets, patents, or other intellectual property rights; (ii) any claim or cause of action seeking emergency injunctive relief based on exigent circumstances (e.g., imminent danger or commission of a crime, hacking, cyber-attack); or (iii) a request for the remedy of public injunctive relief, where such remedies are permitted and cannot be waived by applicable law; or (iv) any cause of action related to the unauthorized use of anything on our Platform by an automated means or automated assistant (including, but not limited to, those that operate by interacting with or otherwise making use of your browser, such as AI-powered assistants). |
| 291 | You can also rely on your national consumer law if you are a consumer living in a country in the European Economic Area, UK, or Switzerland (“Europe”). | 262 | For purposes of this Arbitration Agreement, “Dispute” will also include disputes that arose or that involve facts occurring before the existence of this or any prior versions of the Terms, unless those disputes were noticed prior to when these Terms took effect, as well as claims that may arise after the termination of these Terms. |
| 292 | If you are a consumer living outside Europe, to the extent permitted by mandatory local (consumer) law, these Terms are governed by Dutch law (for accommodations, flights, or attractions) or English law (for car rentals and private/public transportation). 2. | 263 | Internal Review Procedure 2. |
| 293 | If you are a consumer living in Europe (as previously defined): You may bring a legal action against us: in the courts of the country where you live, or in the courts in Amsterdam (for accommodations, flights, or attractions) or England and Wales (for car rentals and private/public transportation). | 264 | Prior to initiating any Dispute, as discussed in the subsequent section, each party must first give the other an opportunity to resolve any complaints by submitting them in writing to the other party. |
| 294 | We may bring legal action against you in the courts of the country where you live. | 265 | Where you have a complaint, you must give Booking.com written notice through the form available on our Dispute Resolution page (the “Internal Review Procedure”). |
| 295 | If you are a consumer living outside Europe, to the extent permitted by mandatory local (consumer) law, any dispute will exclusively be submitted to the court in Amsterdam (for accommodations, flights, or attractions) or England and Wales (for car rentals and private/public transportation). | 266 | Your message through Booking.com’s Dispute Resolution page beginning the Internal Review Procedure must contain the following information: (1) your name, (2) your address, (3) the email address you used to make your reservation, (4) your reservation number, (5) the date of your reservation, (6) the name of the Service Provider with whom you booked your Travel Experience, (7) a brief description of the nature of your complaint, and (8) the resolution that you are seeking (together, the “Required Information”). |
| 296 | A21. | 267 | Additionally, the message must start with “Request Under Arbitration Agreement.” If your message does not start with this text, or if it does not contain all of the Required Information (or an explanation of why you are unable to include any of the Required Information), then you have not effectively begun the Internal Review Procedure, which you must do before initiating any arbitration or an action in small claims court Booking.com. |
| 297 | Linked travel arrangements 1. | 268 | This requirement is intended to inform Booking.com that you have a dispute to be resolved. |
| 298 | If: after selecting and paying for one travel service, you book additional travel services for your trip or vacation during the same visit to the Platform; or you book additional travel services for your trip or vacation via a link provided to you by us not later than 24 hours after receiving confirmation of your initial booking with us, you will NOT benefit from rights applying to packages under the EU’s Directive (EU) 2015/2302 or the UK's Package Travel and Linked Travel Arrangements Regulations 2018 (together, the “Package Travel Requirements”). | 269 | If Booking.com has a complaint, it will submit a written notice with the relevant Required Information to the email address you used to make your reservation. |
| 299 | Therefore, we will not be responsible for the proper performance of those travel services. | 270 | If the parties are unable to resolve the complaint within 60 days of the start of the Internal Review Procedure, either party may seek relief as laid out in this Arbitration Agreement. |
| 300 | For any issues, contact the relevant Service Provider. 2. | 271 | The Internal Review Procedure is a mandatory precondition to commencing arbitration. |
| 301 | In either of these cases, if you're located in the U.K. or EU country when booking additional services as previously described, the travel services will become part of a Linked Travel Arrangement and not a package. | 272 | The statute of limitations and any filing fee deadlines shall be tolled during the Internal Review Procedure. |
| 302 | In that case, Booking.com has, as required by EU and U.K. law, protection in place to refund your payments to Booking.com for services not performed because of Booking.com insolvency. | 273 | Waiver of Jury Trial 3. |
| 303 | This protection is extended to transactions made in the European Economic Area and Switzerland. | 274 | YOU AND BOOKING.COM HEREBY WAIVE ANY CONSTITUTIONAL AND STATUTORY RIGHTS TO SUE IN COURT AND HAVE A TRIAL IN FRONT OF A JUDGE OR A JURY . |
| 304 | This doesn't provide a refund in the event of the insolvency of the relevant Service Provider. 3. | 275 | You and Booking.com are instead electing that all Disputes shall be resolved by arbitration under this Arbitration Agreement, except as specified in the subsection entitled “Applicability of Arbitration Agreement.” There is no judge or jury in arbitration, and court review of an arbitration award is subject to very limited review Waiver of Class and Other Non-Individualized Relief 4. |
| 305 | Booking.com has taken out insolvency protection by way of a bank guarantee with Deutsche Bank administered by Sedgwick International UK for any monies paid directly to Booking.com by customers under the EU’s Directive (EU) 2015/2302. 4. | 276 | EACH OF US MAY BRING CLAIMS AGAINST THE OTHER ONLY ON AN INDIVIDUAL BASIS AND NOT ON A CLASS, REPRESENTATIVE, OR COLLECTIVE BASIS, AND THE PARTIES HEREBY WAIVE ALL RIGHTS TO HAVE ANY DISPUTE BE BROUGHT, HEARD, ADMINISTERED, RESOLVED, OR ARBITRATED ON A CLASS, COLLECTIVE, OR REPRESENTATIVE BASIS. |
| 306 | Travelers who purchased a Linked Travel Arrangement in the EU under the EU’s Directive (EU) 2015/2302 may contact: Sedgwick International UK 60 Fenchurch Street, London EC3M 4AD The United Kingdom tel. +44 207 530 0600, email: helpline@uk.sedgwick.com Only in the case in which services are denied because of Booking.com insolvency. 5. | 277 | ONLY INDIVIDUAL RELIEF IS AVAILABLE. |
| 307 | Booking.com has taken out insolvency protection by way of insurance policies with Arcus Solutions, underwritten by Accelerant Insurance Europe SA and with Travel & General Insurance Services Limited, underwritten by Accelerant Insurance Europe SA for any monies paid directly to Booking.com by travelers under the UK’s Package Travel and Linked Travel Arrangements Regulations 2018 . 6. | 278 | Subject to this Arbitration Agreement, the arbitrator may award declaratory or injunctive relief only in favor of the individual party seeking relief and only to the extent necessary to provide relief warranted by the party’s individual claim. |
| 308 | Travelers who purchased an LTA in the UK under the UK’s Package Travel and Linked Travel Arrangements Regulations 2018 may contact: Travel & General Insurance Services Limited 69 Leadenhall Street, London EC3A 2BG The United Kingdom Tel. +44 (0) 1702 811397 or Arcus Solutions 3 Cours Charlemagne, Lyon 69002 France Tel. +44 (0) 1702 811397 Only in the case in which services are denied because of Booking.com insolvency. 7. | 279 | Nothing in this paragraph is intended to, nor shall it, affect the terms and conditions under the subsection A20.9 entitled “Batch Arbitration.” Notwithstanding anything to the contrary in this Arbitration Agreement, if a final decision, not subject to any further appeal or recourse, determines that the limitations of this subsection, “Waiver of Class and Other Non-Individualized Relief,” are invalid or unenforceable as to a particular claim or request for relief (such as a request for public injunctive relief), you and Booking.com agree that the particular claim or request for relief (and only that particular claim or request for relief) shall be severed from the arbitration and may be litigated in the state or federal courts located in the State of New York. |
| 309 | Note: This insolvency protection doesn't cover contracts with parties other than Booking.com, which can be performed despite Booking.com insolvency. 8. | 280 | All other Disputes shall be arbitrated or litigated in small claims court. |
| 310 | Refer to the Directive (EU) 2015/2302 as transposed into national law in the European Union or in the United Kingdom . 9. | 281 | This subsection does not prevent you or Booking.com from participating in a class-wide or mass settlement of claims. |
| 311 | If you book a travel service and are located in French territories at the time of the booking, Booking.com has protection in place to refund your payments to Booking.com for services not performed because of our insolvency. | 282 | Rules and Forum 5. |
| 312 | A22. | 283 | The Terms evidence a transaction involving interstate commerce; and notwithstanding any other provision herein with respect to the applicable substantive law, the Federal Arbitration Act, 9 U.S.C. § 1 et seq., will govern the interpretation and enforcement of this Arbitration Agreement, including the procedures governing Batch Arbitration, and any arbitration. |
| 313 | Modification clause 1. | 284 | The arbitration will be administered by the National Arbitration & Mediation (“NAM”) in accordance with the NAM Comprehensive Dispute Resolution Rules and Procedure (the “NAM Rules”) in effect at the time of arbitration, except as supplemented, where applicable, by the NAM Mass Filing Supplemental Dispute Resolution Rules and Procedures (the “NAM Mass Filing Rules”), and as modified by this Arbitration Agreement. |
| 314 | We may make changes to these Terms. | 285 | The NAM Rules are currently available at https://www.namadr.com/resources/rules-fees-forms/ . |
| 315 | Where such changes are material, we will inform you in advance of such changes becoming effective, unless the changes are required by applicable law. 2. | 286 | A party that wishes to initiate arbitration must provide the other party with a request for arbitration (the “Demand”). |
| 316 | If you do not accept the changes, do not use our Platform. 3. | 287 | The Demand must include: (1) the name, telephone number, mailing address, email address of the party seeking arbitration, and email address associated with the account, if applicable; (2) a statement of the legal claims being asserted and the factual bases of those claims; (3) a description of the remedy sought and an accurate, good‐faith calculation of the amount in controversy in United States Dollars; (4) a statement certifying completion of the Internal Review Procedure process as described; and (5) a statement certifying that the requesting party will pay any necessary filing fees in connection with such arbitration. |
| 317 | Otherwise, your continued use of our Platform after the effective date of the proposed changes will constitute your acceptance of the revised Terms. 4. | 288 | Any Demand you send to Booking.com should be sent through the form available on our Dispute Resolution page . |
| 318 | Any existing bookings will continue to be governed by the Terms that applied when the booking was made. | 289 | Booking.com will provide the Demand to your email address on file. |
| 290 | If the party requesting arbitration is represented by counsel, the Demand shall also include counsel’s name, telephone number, mailing address, and email address. | ||
| 291 | Such counsel must also sign the Demand. | ||
| 292 | By signing the Demand, counsel certifies to the best of counsel’s knowledge, information, and belief, formed after an inquiry reasonable under the circumstances, that, consistent with the standards set forth in Federal Rule of Civil Procedure 11(b): (1) the Demand is not being presented for any improper purpose, such as to harass, cause unnecessary delay, or needlessly increase the cost of dispute resolution; (2) the claims, defenses, and other legal contentions are warranted by existing law or by a nonfrivolous argument for extending, modifying, or reversing existing law or for establishing new law; and (3) the factual and damages contentions have evidentiary support or, if specifically so identified, will likely have evidentiary support after a reasonable opportunity for further investigation or discovery (“Counsel’s Certification”). | ||
| 293 | Unless you and Booking.com otherwise agree, or the Batch Arbitration process discussed in subsection A20.9 is triggered, any in-person arbitration hearing will be conducted in New York, New York or, at your election, in the county where you reside or another mutually agreed location. | ||
| 294 | You and we agree that, for Demands where the relief sought is $25,000 or less, the arbitration will be conducted based solely on written submissions, unless you request a hearing, or the arbitrator determines that a hearing is necessary; in that case, virtual hearings shall be preferred over in-person hearings unless the arbitrator determines that a party’s right to a fundamentally fair process would be impaired absent an in-person hearing. | ||
| 295 | In the case of an in-person hearing, you and we agree that any employee of Booking.com B.V. or its affiliate who is based outside of the United States and who is participating in the hearing may participate telephonically or by video conference . | ||
| 296 | Subject to the NAM Rules, the arbitrator may direct a limited and reasonable exchange of information between the parties, consistent with the expedited nature of arbitration. | ||
| 297 | If NAM is not available to arbitrate, the parties will select an alternative arbitral forum. | ||
| 298 | Your responsibility to pay any NAM fees and costs will be solely as set forth in the applicable NAM fee schedules (the “Fee Schedules”). | ||
| 299 | You and Booking.com agree that all materials and documents exchanged during the arbitration proceedings shall be kept confidential and shall not be shared with anyone except the parties’ attorneys, accountants, or business advisors, and then subject to the condition that they agree to keep all materials and documents exchanged during the arbitration proceedings confidential. | ||
| 300 | You and Booking.com agree that at least 14 days before the date set for an arbitration hearing, any party may serve an offer in writing upon the other party to allow judgment on specified terms. | ||
| 301 | If the offer made by one party is not accepted by the other party, and the other party fails to obtain a more favorable award, the other party shall not recover any post-offer costs to which they otherwise would be entitled and shall pay the offering party’s costs from the time of the offer. | ||
| 302 | Arbitrator 6. | ||
| 303 | The arbitrator will be either a retired judge or an attorney licensed to practice law in the state of New York, and will be selected by the parties from NAM’s roster of consumer dispute arbitrators. | ||
| 304 | If the parties are unable to agree upon an arbitrator within thirty-five (35) days of delivery of the Demand, then NAM will appoint the arbitrator in accordance with NAM Rules, provided that if the Batch Arbitration process under subsection A20.9 is triggered, NAM, without soliciting input or feedback from any party, will appoint the arbitrator for each batch. | ||
| 305 | Authority of the Arbitrator 7. | ||
| 306 | The arbitrator shall have exclusive authority to resolve any Dispute, including, without limitation, disputes regarding the interpretation or application of the Arbitration Agreement, including the enforceability, revocability, scope, or validity of the Arbitration Agreement or any portion of the Arbitration Agreement, except that all Disputes regarding the subsection entitled “Waiver of Class and Other Non-Individualized Relief,” including any claim that all or part of the subsection entitled “Waiver of Class and Other Non-Individualized Relief” is unenforceable, illegal, void, or voidable, or that such subsection entitled “Waiver of Class and Other Non-Individualized Relief” has been breached, shall be decided by a court of competent jurisdiction and not by an arbitrator. | ||
| 307 | The arbitrator shall have the authority to grant motions dispositive of all or part of any Dispute. | ||
| 308 | The arbitrator shall issue a written award and statement of decision describing the essential findings and conclusions on which the award is based, including the calculation of any damages awarded. | ||
| 309 | The award of the arbitrator is final and binding upon you and us. | ||
| 310 | Judgment on the arbitration award may be entered in any court having jurisdiction. | ||
| 311 | Attorneys’ Fees and Costs 8. | ||
| 312 | The parties shall bear their own attorneys’ fees and costs in arbitration unless the arbitrator finds that either the substance of the Dispute or the relief sought in the Demand was frivolous or was brought for an improper purpose (as measured by the standards set forth in Federal Rule of Civil Procedure 11(b)). | ||
| 313 | To the extent, following a presentation on the merits, on its own motion or a party’s, and after affording a reasonable opportunity to respond, an arbitrator determines that a party who commenced arbitration did not bring its claim(s) consistent with Counsel’s Certification and the standards set forth in Federal Rule of Civil Procedure 11(b), the parties agree that the arbitrator shall, as part of its award, impose sanctions by ordering that the initiating party reimburse the responding party for all arbitration costs and arbitrators’ fees the responding party incurred under the Fee Schedules. | ||
| 314 | Batch Arbitration 9. | ||
| 315 | To increase the efficiency of administration and resolution of arbitrations, you and Booking.com agree that in the event that there are twenty-five (25) or more individual Demands of a substantially similar nature filed against Booking.com by or with the assistance of the same law firm, group of law firms, or organizations (“Claimants’ Counsel”), within a reasonably approximate period of time, for example, a ninety (90) day period, NAM shall (1) administer the arbitration demands in batches of 100 Demands per batch (or, if between twenty-five (25) and ninety-nine (99) individual Demands are filed, a single batch of all those Demands, and, to the extent there are fewer than 100 Demands remaining after the batching described, a final batch consisting of the remaining Demands); (2) appoint one arbitrator for each batch; and (3) provide for the resolution of each batch on a consolidated basis with one set of filing and administrative fees due per side per batch, one procedural calendar, one hearing (if any) in a place to be selected by the arbitrator, and one final award, which will provide for any and all relief the arbitrator determines each individual party is entitled to receive (“Batch Arbitration”). | ||
| 316 | NAM shall administer all batches concurrently, to the extent possible. | ||
| 317 | All parties agree that Demands are of a “substantially similar nature” if they arise out of or relate to the same event or factual scenario and raise the same or similar legal issue(s) and seek the same or similar relief. | ||
| 318 | To the extent the parties disagree on the application of the Batch Arbitration process, the disagreeing party shall advise NAM, and NAM shall appoint a sole standing Procedural Arbitrator or, should the circumstances so require, an Emergency Arbitrator, according to the NAM Rules, to determine the applicability of the Batch Arbitration process (the Procedural Arbitrator or Emergency Arbitrator may be deemed the “Administrative Arbitrator”). | ||
| 319 | In an effort to expedite the resolution of any such dispute by the Administrative Arbitrator, the parties agree that the Administrative Arbitrator may set forth such procedures as are necessary to resolve any disputes promptly. | ||
| 320 | The Administrative Arbitrator’s fees shall be paid by Booking.com. | ||
| 321 | You and Booking.com agree to cooperate in good faith with NAM to implement the Batch Arbitration process, including the payment of single filing and administrative fees for batches of Demands, as well as any steps to minimize the time and costs of arbitration, which may include: (1) the appointment of a discovery special master to assist the arbitrator in the resolution of discovery disputes; and (2) the adoption of an expedited calendar of the arbitration proceedings. | ||
| 322 | This Batch Arbitration provision shall in no way be interpreted as authorizing or creating a class, collective, and/or representative arbitration or action of any kind, except as expressly set forth in this provision, and nothing about the Batch Arbitration process will preclude any party from participating in any arbitration administered according to that process. | ||
| 323 | Invalidity, Expiration 10. | ||
| 324 | Except as provided in the subsection entitled “Waiver of Class or Other Non-Individualized Relief,” if any part or parts of this Arbitration Agreement (other than Section A20.9) are found under the law to be invalid or unenforceable, then such specific part or parts shall be of no force and effect and shall be severed, and the remainder of the Arbitration Agreement shall continue in full force and effect. | ||
| 325 | However, if Section A20.9 of this Arbitration Agreement is found under the law to be invalid or unenforceable then, in that case, the entire Arbitration Agreement shall be void, and the parties agree that all Disputes will be heard in the state or federal courts located in New York, New York. | ||
| 326 | You further agree that any Dispute that you have with Booking.com as detailed in this Arbitration Agreement must be initiated within the applicable statute of limitation for that claim or controversy, or it will be forever time barred. | ||
| 327 | Likewise, you agree that all applicable statutes of limitation will apply to such arbitration in the same manner as those statutes of limitation would apply in the applicable court of competent jurisdiction. 30-Day Right to Opt Out 11. | ||
| 328 | You have the right to opt out of the provisions of this Arbitration Agreement by sending a written notice through our Dispute Resolution page with the message: “Arbitration -- Opt-Out Notice”, within thirty (30) days after first becoming subject to this Arbitration Agreement (“Opt-Out Notice”). | ||
| 329 | Your Opt-Out Notice must include your name and address, the email address you used to set up your Booking.com account (if you have one), and an unequivocal statement that you want to opt out of this Arbitration Agreement. | ||
| 330 | Any Opt-Out Notice will be effective only if you send it yourself, on an individual basis, and Opt-Out Notices from any third party purporting to act on your behalf will have no effect on your or Booking.com’s rights. | ||
| 331 | If you opt out of this Arbitration Agreement, all other parts of these Terms will continue to apply to you. | ||
| 332 | Opting out of this Arbitration Agreement has no effect on any arbitration agreements that you may currently have with us, including any previous versions of this Arbitration Agreement to which you agreed, and has no effect on any arbitration agreements with us you may enter in the future. | ||
| 333 | Modification 12. | ||
| 334 | You and we agree that Booking.com retains the right to modify this Arbitration Clause in the future. | ||
| 335 | Any such changes will be posted on our Platform, and you should check for updates regularly. | ||
| 336 | Your continued use of the Booking.com Platform and/or Services, including the acceptance of products and services offered on the Platform following the posting of changes to this Arbitration Agreement, constitutes your acceptance of any such changes. | ||
| 337 | If you have previously agreed to a version of these Terms with an arbitration agreement and you did not validly opt out of arbitration, changes to this Arbitration Agreement do not provide you with a new opportunity to opt out of arbitration. | ||
| 338 | Booking.com will continue to honor any valid opt-outs of the Arbitration Agreement that you made to a prior version of these Terms. | ||
| 339 | Governing Courts and Law 13. | ||
| 340 | To the extent that the Dispute is not covered by any arbitration agreement between you and us, it shall proceed before the state or federal courts located in New York, New York (except for small claims court actions, which may be brought in the county where you reside). | ||
| 341 | This Arbitration Agreement and these Terms are made under and will be governed by and interpreted in accordance with New York law, regardless of conflict of law rules. | ||
| 336 | Our Platform only shows Accommodations that have a commercial relationship with us (in some cases, through a partner company – please refer to “Partner offer” under B7.2) or with our Connectivity Providers, and it doesn’t necessarily show all their products or services. 4. | 359 | Our Platform only shows Accommodations that have a commercial relationship with us, and it doesn’t necessarily show all their products or services. 4. |
| 361 | They’re responsible for making sure it’s accurate and up to date. | ||
| 340 | We provide the Platform on which Service Providers can promote and sell their Accommodations, and you can search for, compare, and book them. | 364 | We provide the Platform on which Service Providers can promote and sell their Accommodations, and you can search for, compare, and book them. 2. |
| 341 | We offer a personalized experience based on how you use our Platform (including what you tell us) so you can book your ideal Accommodation with us. | — | Removed |
| 342 | Our Platform allows you to discover Accommodations all over the world, and our search results make it easy to find the one that’s right for you. 2. | — | Removed |
| 344 | Depending on the terms of your booking, you may be able to change or cancel it if you want. | 366 | Depending on the terms of your booking, you may be able to change or cancel it. |
| 345 | Contact us using the Help Center (available 24 hours a day) if you need help with anything. | — | Removed |
| 404 | 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). | 425 | 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). 7. |
| 405 | 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. | — | Removed |
| 408 | 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. | 428 | 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. |
| 411 | How we work 10. | 431 | How We Work 10. |
| 412 | For information on reviews, ranking, how we make money, and more, check out How We Work , which is also part of our Terms. | 432 | For information on reviews, ranking, how we make money, and more, be sure to check out How We Work . |
| 440 | You must read and agree to comply with our Terms and the terms of the Service Provider/Third-Party Aggregator (which will be displayed at checkout) and acknowledge that breaching them may lead to additional charges and/or the cancellation of your Booking. | 460 | You must read and agree to comply with our Terms and the terms of the Service Provider/Third-Party Aggregator (which will be displayed at checkout), and acknowledge that breaching them may lead to additional charges and/or the cancellation of your booking. |
| 490 | You must be at the rental counter by your pick-up Time (note that some Service Providers have a pick-up “grace period” in case you’re delayed). | 510 | You must be at the rental counter by your pick-up time (note that some Service Providers have a pick-up “grace period” in case you are delayed). |
| 491 | If you arrive after the pick-up Time (and after the pick-up grace period, if any), the car may no longer be available, and you may not be entitled to a refund from the Service Provider. | 511 | If you arrive after the pick-up time (and after the pick-up grace period, if any), the car may no longer be available, and you may not be entitled to a refund from the Service Provider. |
| 495 | You must ensure that when they get to the rental counter, they bring everything they need (e.g. driver’s license, required ID, and a credit card in their own name, with enough available funds to cover the security deposit). 6. | 515 | You must ensure that when they get to the rental counter, they bring everything they need (e.g., driver’s license, required ID, and a credit card in their own name, with enough available funds to cover the security deposit). 6. |
| 509 | In many cases, the Service Provider will charge a young driver fee for each driver under a certain age (e.g., 25). | 529 | In many cases, the Service Provider will charge a young driver fee for each driver under a certain age (e.g. 25). |
| 526 | Even though local laws don’t require us to offer specific cancellation rights, we guarantee that we’ll honor our refund policy if you cancel your Booking. 2. | 546 | Even though local laws don’t require us to offer specific cancellation rights, we guarantee that we will honor our refund policy if you cancel your booking. 2. |
| 527 | The following “Cancellation and Amendments” terms apply to all bookings apart from where a credit card is required to reserve a pay-at-pick-up booking (the cancellation policy depends on the Service Provider, and details will be made available in the booking funnel); and bookings that are labeled “non-refundable” (you can’t amend a non-refundable booking, and you won’t receive a refund if you cancel it). | 547 | The following “Cancellation and Amendments” terms apply to all bookings apart from: where a credit card is required to reserve a pay-at-pick-up booking (the cancellation policy depends on the Service Provider, and details will be made available in the booking funnel); and bookings that are labeled “non-refundable” (you can’t amend a non-refundable booking, and you won’t receive a refund if you cancel it). |
| 535 | If you don’t, the cancellation fee will be the full cost of your rental – unless you can prove that the situation has cost us substantially less than that. | 555 | Otherwise you won’t be entitled to a refund. |
| 589 | You must read and agree to comply with our Terms and the Third-Party Terms (which will be displayed at checkout) and acknowledge that breaching them may lead to additional charges and/or the cancellation of your Booking. | 609 | You must read and agree to comply with our Terms and the Third-Party Terms (which will be displayed at check-out) and acknowledge that breaching them may lead to additional charges and/or the cancellation of your Booking. |
| 635 | U.S. NOTICE – OVERBOOKING OF FLIGHTS: Airline flights may be overbooked, and there is a slight chance that a seat will not be available on a flight for which a person has a confirmed reservation. | ||
| 636 | If the flight is overbooked, no one will be denied a seat until airline personnel first ask for volunteers willing to give up their reservation in exchange for compensation of the airline's choosing. | ||
| 637 | If there are not enough volunteers, the airline will deny boarding to other persons in accordance with its particular boarding priority. | ||
| 638 | With few exceptions, including failure to comply with the carrier's check-in deadline, persons denied boarding involuntarily are entitled to compensation. | ||
| 639 | The complete rules for the payment of compensation and each airline's boarding priorities are available at all airport ticket counters and boarding locations. | ||
| 640 | Some airlines do not apply these consumer protections to travel from some foreign countries, although other consumer protections may be available. | ||
| 641 | Check with your airline or your travel agent. | ||
| 665 | SPECIAL BAGGAGE LIABILITY LIMITATIONS FOR U.S. TRAVEL: For domestic travel wholly between U.S. points, federal rules require any limit on a carrier’s baggage liability to be at least US$3,800 per passenger, or the amount currently mandated by 14 CFR 254.5. Boarding requirements You must comply with all applicable airline boarding requirements, including check-in time limits and time limits for when you must present yourself at the gate. | ||
| 666 | You must ensure that you present yourself at the airport with enough time to complete all boarding requirements. | ||
| 667 | Failure to comply with boarding requirements may result in the airline canceling your itinerary. | ||
| 674 | Advice to international passengers on limitations of liability: Passengers embarking upon a journey involving an ultimate destination or a stop in a country other than the country of departure are advised that the provisions of an international treaty (the Warsaw Convention, the 1999 Montreal Convention, or other treaty), as well as a carrier’s own contract of carriage or tariff provisions, may be applicable to their entire journey, including any portion entirely within the countries of departure and destination. | ||
| 675 | The applicable treaty governs and may limit the liability of carriers to passengers for death or personal injury, destruction or loss of, or damage to, baggage, and for delay of passengers and baggage. | ||
| 676 | Additional protection can usually be obtained by purchasing insurance from a private company. | ||
| 677 | Such insurance is not affected by any limitation of the carrier’s liability under an international treaty. | ||
| 678 | For further information, be sure to consult your airline or insurance company representative. | ||
| 679 | Dangerous Goods/Hazardous Materials U.S. Federal law forbids transporting hazardous materials aboard aircraft, whether in your luggage or on your person. | ||
| 680 | A violation can result in five years' imprisonment and penalties of $250,000 or more (49 U.S.C. 5124). | ||
| 681 | Hazardous materials include explosives, compressed gases, flammable liquids and solids, oxidizers, poisons, corrosives, and radioactive materials. | ||
| 682 | Examples: Paints, lighter fluid, fireworks, tear gases, bottled oxygen, and radio-pharmaceuticals. | ||
| 683 | Lithium batteries are not allowed in checked luggage. | ||
| 684 | There are special exceptions for small quantities (up to 70 ounces total) of medicines and toiletries carried in your luggage, and for certain smoking materials carried on your person. | ||
| 685 | For further information, contact your airline or visit https://www.faa.gov/hazmat/packsafe/ . | ||
| 647 | UK: Your financial protection 19. | 689 | EU: Passengers’ rights under EU Regulation 261/2004 19. |
| 648 | ATOL Holder: Booking.com B.V. 20. | 690 | If your flight is delayed or canceled or you’re denied boarding, you may be entitled to compensation/assistance under EU Regulation 261/2004 if: You’re flying into the European Union (EU) You’re flying out of the EU Your Flight is provided by an EU airline EU: Airline carrier liability under EU Regulation 889/2002 20. |
| 649 | ATOL License Number: 11967 21. | — | Removed |
| 650 | Within the UK, we provide full financial protection for our ATOL-protected-flight-only sales by way of our Air Travel Organizer's License number 11967, issued by the Civil Aviation Authority, Aviation House, Beehive Ringroad, West Sussex, RH6 0YR, UK, telephone +44 (0)333 103 6350, email claims@caa.co.uk. 22. | — | Removed |
| 651 | When you buy an ATOL-protected flight from us, you will receive an ATOL Certificate. | — | Removed |
| 652 | This lists what is financially protected, where you can get information on what this means for you and who to contact if Booking.com becomes insolvent. 23. | — | Removed |
| 653 | The suppliers identified on your ATOL Certificate will provide you with the services listed on the ATOL Certificate (or a suitable alternative). | — | Removed |
| 654 | In some cases, where the supplier isn't able to do so because of Booking.com insolvency, an alternative ATOL holder may provide you with the services you've bought or a suitable alternative (at no extra cost to you). | — | Removed |
| 655 | You agree to accept that in those circumstances, the alternative ATOL holder will perform those obligations, and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. | — | Removed |
| 656 | However, you also agree that in some cases, it won't be possible to appoint an alternative ATOL holder, in which case you'll be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable). 24. | — | Removed |
| 657 | If the suppliers identified on your ATOL certificate are unable to provide the services listed because of Booking.com insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. | — | Removed |
| 658 | You agree that in return for such a payment or benefit, you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). | — | Removed |
| 659 | You also agree that any such claims may be reassigned to another body if that other body has paid sums you have claimed under the ATOL scheme. | — | Removed |
| 660 | EU: Passengers' rights under EU Regulation 261/2004 25. | — | Removed |
| 661 | If your flight is delayed or canceled or you’re denied boarding, you may be entitled to compensation/assistance under EU Regulation 261/2004 if: You’re flying into the European Union (EU) You’re flying out of the EU Your Flight is provided by an EU airline EU: Airline carrier liability under EU Regulation 889/2002 26. | — | Removed |
| 663 | EU: Rights of disabled persons and persons with reduced mobility when traveling by air under EU Regulation 1107/2006 27. | 692 | EU: Rights of disabled persons and persons with reduced mobility when traveling by air under EU Regulation 1107/2006 21. |
| 665 | How we work 28. | 694 | How We Work 22. |
| 668 | Private and public transportation F1. | 697 | Private and Public Transportation F1. |
| 695 | All Private Transportation. | 724 | All Private Transportation: We’ll give you the Service Provider’s contact details. 4. |
| 696 | We’ll give you the Service Provider's contact details. 4. | 725 | Pre-Booked Private Transportation: We’ll make sure the Service Provider knows what size vehicle you’ve requested. 5. |
| 697 | Pre-Booked Private Transportation. | 726 | Public Transportation: We’ll give you (or tell you how to collect) your ticket(s). |
| 698 | We’ll make sure the Service Provider knows what size vehicle you’ve requested. 5. | — | Removed |
| 699 | Public Transportation. | — | Removed |
| 700 | We’ll give you (or tell you how to collect) your ticket(s). | — | Removed |
| 707 | All Private Transportation. | 733 | All Private Transportation: You must make sure all passengers are at the pick-up location on time. 5. |
| 708 | You must make sure all passengers are at the pick-up location on time. 5. | 734 | All Private Transportation: At and around your pick-up Time, you must have the phone (whose number you entered when you made your Booking) switched on and able to receive calls/texts, in case the driver needs to contact you. |
| 709 | All Private Transportation. | — | Removed |
| 710 | At and around your pick-up Time, you must have the phone (whose number you entered when you made your Booking) switched on and able to receive calls/texts, in case the driver needs to contact you. | — | Removed |
| 712 | Pre-Booked Private Transportation. | 736 | Pre-Booked Private Transportation: For any airport pick-up, you must give us your flight details at least 24 hours before your pick-up Time so your Service Provider can adjust the pick-up Time if your flight is delayed. |
| 713 | For any airport pick-up, you must give us your flight details at least 24 hours before your pick-up Time so your Service Provider can adjust the pick-up Time if your flight is delayed. | — | Removed |
| 715 | Public Transportation. | 738 | Public Transportation: You must make sure all passengers arrive on time, leaving enough time to collect tickets if necessary. 8. |
| 716 | You must make sure all passengers arrive on time, leaving enough time to collect tickets if necessary. 8. | — | Removed |
| 724 | Pre-Booked Private Transportation. | 746 | Pre-Booked Private Transportation: Price includes any tolls, congestion charges, taxes, and peak surcharges. |
| 725 | Price includes any tolls, congestion charges, taxes, and peak surcharges. | — | Removed |
| 728 | Public Transportation. | 749 | Public Transportation: Payment is taken when your booking is confirmed. |
| 729 | Payment is taken when your booking is confirmed. | — | Removed |
| 736 | In most cases: Pre-Booked Private Transportation. | 756 | In most cases: Pre-Booked Private Transportation: You can cancel for free up to 24 hours before your pick-up Time (two hours in some cases; review your confirmation). |
| 737 | You can cancel for free up to 24 hours before your pick-up Time (two hours in some cases – review your confirmation). | — | Removed |
| 739 | Public Transportation. | 758 | Public Transportation: You won’t be entitled to a refund once your booking is confirmed. |
| 740 | You won’t be entitled to a refund once your booking is confirmed. | — | Removed |
| 747 | Pre-Booked Private Transportation. | 765 | Pre-Booked Private Transportation: Your confirmation email will tell you how much notice you need to give (ahead of your pick-up Time) to request any changes to your booking (such as location or time). 6. |
| 748 | Your confirmation email will tell you how much notice you need to give (ahead of your pick-up Time) to request any changes to your booking (such as location or time). 6. | 766 | Public Transportation: You cannot change your booking once it’s confirmed. 7. |
| 749 | Public Transportation. | — | Removed |
| 750 | You cannot change your booking once it’s confirmed. 7. | — | Removed |
| 752 | If you then decide to cancel: Any Transportation. | 768 | If you then decide to cancel: Any Transportation: Unless you cancel for one of the reasons in the next bullet, you’ll be entitled to a full refund (no matter how close your journey is). |
| 753 | Unless you cancel for one of the reasons in the next bullet, you’ll be entitled to a full refund (no matter how close your journey is). | 769 | Any Private Transportation: If the change is just a new driver, a new Service Provider, or a new (similar) vehicle, you won’t be entitled to a refund (unless you’re canceling with enough notice). |
| 754 | Any Private Transportation. | — | Removed |
| 755 | If the change is just a new driver, a new Service Provider, or a new (similar) vehicle, you won’t be entitled to a refund (unless you’re canceling with enough notice). | — | Removed |
| 759 | If you wish to apply for a refund, you must do so in writing no more than 14 days after your pick-up Time. 10. | 773 | If you wish to apply for a refund, you must do so in writing no more than 14 days after your pick-up time. 10. |
| 761 | All Private Transportation. | 775 | All Private Transportation: If your driver isn’t at the pick-up location on time, you can apply for a refund, and we’ll investigate this for you. 12. |
| 762 | If your driver isn’t at the pick-up location on time, you can apply for a refund, and we’ll investigate this for you. 12. | 776 | All Private Transportation: You won't be entitled to a refund if your ride doesn't go ahead as planned because: the driver/Service Provider can’t contact you one or more passengers aren’t at the pick-up location on time, and you haven’t requested a new pick-up time you request unreasonable changes to the pick-up time or journey you don’t tell us/the Service Provider/the driver about a change you want to make you provided incorrect details when booking your Private Transportation (pick-up location, contact details, number of people, amount of luggage, etc.). |
| 763 | All Private Transportation. | — | Removed |
| 764 | You won't be entitled to a refund if your ride doesn't go ahead as planned because: the driver/Service Provider can't contact you one or more passengers aren't at the pick-up location on time, and you haven’t requested a new pick-up Time you request unreasonable changes to the pick-up Time or Journey you don’t tell us/the Service Provider/the driver about a change you want to make you provided incorrect details when booking your Private Transportation (pick-up location, contact details, number of people, amount of luggage, etc.). | — | Removed |
| 772 | For information on reviews, ranking, how we make money, and more, check out How We Work , which is also part of our Terms. | 784 | For information on reviews, ranking, how we make money, and more, be sure to check out How We Work . |
| 773 | Booking.com dictionary “Account” means an account (with Booking.com or a Group Company) through which you can book Travel Experiences on our Platform. “Accommodation” means the provision of an accommodation service by a Service Provider (throughout Section B, “Service Provider” means the provider of the accommodation service). “Attraction” means the provision of an Attraction service by a Service Provider (throughout Section C, “Service Provider” means the provider of the Attraction service). “Attraction service(s)” includes, but is not limited to, tours, museums, attractions, activities, and experiences. “Booking” means the booking of a Travel Experience on our Platform, whether you pay for it now or later. “Booking.com,” “us,” “we,” or “our” means Booking.com B.V. (for accommodation, flights, or attractions) or Booking.com Transport Limited (for any ground transportation service). | 785 | G. |
| 774 | Corporate contact “booking Confirmation” (in the “Car rentals” section) means the confirmation email and voucher we send you, explaining the details of your Booking. “booking Network Sponsored Ads” means our program that lets Accommodation Service Providers bid through a third party (Koddi) for their product to appear in second place when your search results are ordered by “Our top picks.” “Cash Credits” means a benefit with a monetary value that you can “cash out” to the Payment Method that we have on file for you, or put toward the cost of a future Travel Experience. “Contract of Carriage” means the contract between you and the Service Provider, which deals with your Flight. “Credits” means a benefit with a monetary value. | 786 | Cruises We do not (re)sell, offer, or provide any cruises on our own behalf. |
| 787 | Booking.com Cruises are offered and sold by World Travel Holdings, Inc. | ||
| 788 | (“WTH”). | ||
| 789 | When you phone Booking.com Cruises or visit https://cruises.booking.com, you are interacting directly with WTH. | ||
| 790 | When you book a cruise, you are entering into a contract with WTH, and you are subject to WTH’s Terms & Conditions. | ||
| 791 | Booking.com is not responsible for your cruise and (to the fullest extent permitted by law) has no liability to you in relation to your booking. | ||
| 792 | Booking.com dictionary “Account” means an account (with Booking.com or a Group Company) through which you can book Travel Experiences on our Platform. “Accommodation” means the provision of an accommodation service by a Service Provider (throughout Section B, “Service Provider” means the provider of the accommodation service). “Attraction” means the provision of an Attraction service by a Service Provider (throughout Section C, “Service Provider” means the provider of the Attraction service). “Attraction service(s)” includes, but is not limited to, tours, museums, attractions, activities, and experiences. “Booking” means the booking of a Travel Experience on our Platform, whether you pay for it now or later. “Booking.com,” “us,” “we,” or “our” means Booking.com B.V. (for accommodation, flights, or attractions) or Booking.com Transport Limited (for any ground transport service). | ||
| 793 | Corporate contact “Booking Confirmation” (in the “Car rentals” section) means the confirmation email and voucher we send you, explaining the details of your Booking. “Booking Network Sponsored Ads” means our program that lets Accommodation Service Providers bid through a third party (Koddi) for their product to appear in second place when your search results are ordered by “Our top picks.” “Cash Credits” means a benefit with a monetary value that you can “cash out” to the Payment Method that we have on file for you, or put toward the cost of a future Travel Experience. “Contract of Carriage” means the contract between you and the Service Provider, which deals with your Flight. “Credits” means a benefit with a monetary value. | ||
| 776 | This option lets you pay in your currency instead. “Payment Method” means the method used to pay for a booking, which might be a credit/debit card or an alternative payment method. “pick-up” (in the “Car rentals” section) means the process at the start of your rental, when you provide the required ID and other documentation, pay for any fees and additional extras, enter into the Rental Agreement, and collect your car. “pick-up Time” (in the “Car rentals” section) means the (local) date and time you’re due to pick up your car, as stated in your booking Confirmation. “pick-up Time” (in the “Private and Public Transportation” section) means the (local) time when a Pre-Booked Private Transportation is due to reach the pick-up location. “Platform” means the website/app on which you can book Travel Experiences, whether owned or managed by Booking.com B.V., Booking.com Transport Limited, and/or a third-party affiliate. “Pre-Booked Private Transportation” means a private vehicle (including Shared Pre-Booked Private Transportation) that you request at least 30 minutes before you arrive at the pick-up location. “Private Transportation Journey” means the private transportation journey as set out in the booking (including any changes after the booking was made). “Public Transportation” means trains, buses, trams, and other types of public transportation. “Public Transportation Journey” means the public transportation journey as set out in the booking (including any changes after the booking was made). “Rental” (or “Car Rental”) means the provision of a car by a Service Provider (throughout Section D, “Service Provider” means the rental company that provides the car). “Shared Pre-Booked Private Transportation” means vehicles shared with other travelers where you purchase an individual seat(s) for the provision of the Services. “Rental Agreement” means the contract between you and the Service Provider, which you sign at pick-up. | 795 | This option lets you pay in your currency instead. “Payment Method” means the method used to pay for a booking, which might be a credit/debit card or an alternative payment method. “Pick-up” (in the “Car rentals” section) means the process at the start of your rental, when you provide the required ID and other documentation, pay for any fees and additional extras, enter into the Rental Agreement, and collect your car. “Pick-up Time” (in the “Car rentals” section) means the (local) date and time you’re due to pick up your car, as stated in your booking Confirmation. “Pick-up Time” (in the “Private and Public Transportation” section) means the (local) time when a Pre-Booked Private Transportation is due to reach the pick-up location. “Platform” means the website/app on which you can book Travel Experiences, whether owned or managed by Booking.com B.V., Booking.com Transport Limited, and/or a third-party affiliate. “Pre-Booked Private Transportation” means a private vehicle (including Shared Pre-Booked Private Transportation) that you request at least 30 minutes before you arrive at the pick-up location. “Private Transportation Journey” means the private transportation journey as set out in the booking (including any changes after the booking was made). “Public Transportation” means trains, buses, trams, and other types of public transportation. “Public Transportation Journey” means the public transportation journey as set out in the booking (including any changes after the booking was made). “Rental” (or “Car Rental”) means the provision of a car by a Service Provider (throughout Section D, “Service Provider” means the rental company that provides the car). “Shared Pre-Booked Private Transportation” means vehicles shared with other travelers where you purchase an individual seat(s) for the provision of the Services. “Rental Agreement” means the contract between you and the Service Provider, which you sign at pick-up. |
| 779 | DATE: September 15, 2025 For reservations made between October 31, 2023 and September 15, 2025 inclusive: Customer terms of service Summary of these Terms Along with the Terms on this page, there are two other documents that form part of our contract with you: Our How we Work page helps you to use our Platform and understand our reviews, our rankings, our recommendations, how we make money, and more. | 798 | DATE: August 25, 2025 Previous terms of service For reservations made before August 25, 2025: Table of contents A. |
| 780 | Our Content Standards and Guidelines help us to keep everything on our Platform relevant to and appropriate for our global audience, without limiting freedom of expression. | — | Removed |
| 781 | They tell you how we manage content and take action against anything inappropriate. | — | Removed |
| 782 | By agreeing to our Terms, you’re agreeing to everything in all three documents. | — | Removed |
| 783 | If you don’t accept any of these Terms, please do not use our Platform. | — | Removed |
| 784 | All this information is important because it (along with your booking confirmation email and any pre-contractual information provided before you book) sets out the legal terms on which Service Providers offer their Travel Experiences through our Platform. | — | Removed |
| 785 | If something goes wrong with your Travel Experience, Section A15 of these Terms explains what you can do about it. | — | Removed |
| 786 | This includes making a complaint to us, going to court, and (in some cases) using an online dispute resolution service. | — | Removed |
| 787 | If you want to appeal a moderation decision, or report any content on our Platform, our Content Standards and Guidelines explain how to do so and how we manage these requests. | — | Removed |
| 788 | This summary isn’t part of our Terms, or a legal document. | — | Removed |
| 789 | It’s just a simple explanation of our Terms. | — | Removed |
| 790 | We encourage you to read each document in full. | — | Removed |
| 791 | Some of the words in this summary have very specific meanings, so check out the "Booking.com dictionary" at the end of these Terms. | — | Removed |
| 792 | Table of contents A. | — | Removed |
| 798 | Private and public transportation Booking.com dictionary A. | 804 | Private and public transportation G. |
| 805 | Cruises Booking.com dictionary A. | ||
| 819 | Applicable law and forum A20. | 826 | Arbitration agreement A20. |
| 820 | Linked travel arrangements A21. | 827 | Linked travel arrangements A1. |
| 821 | Modification clause A1. | — | Removed |
| 826 | When you complete your Booking, you accept these Terms and any other ones that you’re provided with during the booking process. 2. | 832 | When you complete your Booking, you accept these Terms and any other ones that you’re provided with during the booking process. |
| 827 | If any authority decides that some of these terms are unlawful, the rest of the terms will continue to apply. 3. | 833 | These Terms include an agreement to mandatory, binding individual arbitration, which means that you agree to submit most disputes related to our Platform, the use of the services on our Platform, or these Terms, to binding arbitration rather than proceeding in court. |
| 834 | You may opt-out of this arbitration agreement only by following the procedures in A19 below. | ||
| 835 | These Terms also include the waiving of any class action or jury trial. 2. | ||
| 836 | If anything in these Terms is (or becomes) invalid or unenforceable: it will still be enforced to the fullest extent permitted by law you will still be bound by everything else in the Terms. 3. | ||
| 831 | If there’s any dispute about the Terms, or any mismatch between the Terms in English and in another language, the Terms as they appear in English will apply, unless local law requires otherwise. | 840 | If there’s any dispute about the Terms or any discrepancy between the Terms in English and another language, the Terms as they appear in English will apply. |
| 837 | They don’t: control or manage our Platform have their own Platform have any legal or contractual relationship with you provide Travel Experiences represent us, or enter into contracts or accept legal documents in our name operate as our “process or service agents.” A4. | 846 | They don’t: control or manage our Platform have their own Platform have any legal or contractual relationship with you provide Travel Experiences represent us, enter into contracts, or accept legal documents in our name operate as our “process or service agents.” A4. |
| 839 | 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. | 848 | We take reasonable care in providing our Platform, but we can’t guarantee that everything on it is accurate (we get information from the Service Providers). |
| 840 | 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. | 849 | To the extent permitted by law, we can’t be held responsible for any errors, any interruptions, or any missing bits of information, though we will do everything we can to correct/fix them as soon as we can. 2. |
| 841 | Of course, we’ll do everything we can to correct/fix them as soon as we become aware of them. 2. | 850 | Our Platform is not a recommendation or endorsement of any Service Provider or its products, services, facilities, vehicles, etc. 3. |
| 842 | We’re always working to improve our customers’ experience with Booking.com. | — | Removed |
| 843 | So sometimes, we show different people different designs, phrasings, products, etc. to find out how they react. | — | Removed |
| 844 | As a result, you might not come across some services or conditions when you visit our Platform. 3. | — | Removed |
| 845 | Our Platform is not a recommendation or endorsement of any Service Provider or its products, services, facilities, vehicles, etc. 4. | — | Removed |
| 847 | The Service Provider is solely responsible for the Travel Experience. 5. | 852 | The Service Provider is solely responsible for the Travel Experience. 4. |
| 850 | You’re responsible for anything that happens with your Account, so don’t let anyone else use it and keep your username and password secret. 6. | 855 | You’re responsible for anything that happens with your Account, so don’t let anyone else use it and keep your username and password secret. 5. |
| 852 | You can change to another language whenever you like. 7. | 857 | You can change to another language whenever you like. 6. |
| 853 | Unless otherwise indicated, you need to be at least 18 to use the Platform. | 858 | Unless otherwise indicated, you need to be at least 16 to use the Platform. |
| 862 | Obvious errors and obvious misprints are not binding. | 867 | Obvious errors and misprints are not binding. |
| 863 | 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 canceled and we’ll refund anything you’ve paid. 4. | 868 | For example, if you book a premium car or a night in a luxury suite that was mistakenly offered for $1, we may simply cancel that Booking and refund anything you’ve paid. 4. |
| 868 | If we organize 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. | 873 | If we organize your payment, we (or in some cases our affiliate in the country your payment originates from) will be responsible for managing your payment and ensuring the completion of your transaction with our Service Provider. |
| 873 | Before you book, check the Service Provider’s Upfront Payments policy (available during the booking process), which we don’t influence and aren’t responsible for. | 878 | Before you book, check the Service Provider’s Upfront Payments policy (available during the booking process), which we don’t influence and aren’t responsible for. 3. |
| 874 | 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. | 879 | If you know of or suspect any fraud or unauthorized use of your Payment Method, contact your payment provider, who may cover any resulting charges, possibly for a fee. 4. |
| 875 | If your payment method is denominated in a currency* that is different from the payment currency, your bank or payment method provider (or their payment services providers) may charge you additional fees. | 880 | 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. |
| 876 | For example, this could happen if your credit card is in Euros but your hotel is charging you in dollars. | 881 | You’ll see our Currency Conversion Rate during check-out, in the Booking details of your Account, or (if you don’t have an Account) in the email we send you. |
| 877 | 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. | 882 | If we charge you fees in connection with any such services, you’ll find the fee expressed as a percentage over European Central Bank rates. |
| 878 | 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. | 883 | Your card issuer may charge you a foreign transaction fee. 5. |
| 879 | 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. | — | Removed |
| 880 | Pay In Your Own Currency. | — | Removed |
| 881 | 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. | — | Removed |
| 882 | Where you use this service, you agree to the following terms, which are separate from your contract with the Service Provider related to your Travel Experience. | — | Removed |
| 883 | 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. | — | Removed |
| 884 | If you choose to pay in the Service Provider’s currency, the following terms don’t apply. | — | Removed |
| 885 | 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. | — | Removed |
| 886 | As such, you are not making payment in one currency and receiving another currency. | — | Removed |
| 887 | 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 check-out process. | — | Removed |
| 888 | The exchange rate is determined at the time the total payment (or estimated total payment) is displayed during the check-out process—and where applicable, the total price displayed will be the amount charged by us to you. | — | Removed |
| 889 | 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. | — | Removed |
| 890 | We will tell you during the check-out process when this is the case. | — | Removed |
| 891 | 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. | — | Removed |
| 896 | 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. | 888 | You'll find each Service Provider's cancellation policy and any other policies (e.g. 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/or in the confirmation email or ticket (if applicable). 2. |
| 899 | 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. | 891 | 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. |
| 900 | If they do cancel, any non-refundable payment you’ve made will only be refunded at their discretion. | 892 | If they do, any non-refundable payment you’ve made will only be refunded at their discretion. |
| 901 | It’s your responsibility to make sure the payment goes through on time, that your bank, debit card, or credit card details are correct, and that there’s enough money available in your account. 5. | 893 | It's your responsibility to make sure the payment goes through on time, that your bank, debit card, or credit card details are correct, and that there's enough money available in your account. 5. |
| 902 | If you think you’re not going to arrive on time, contact your Service Provider and tell them when they can expect you. | 894 | If you think you won’t arrive on time, contact your Service Provider and tell them when they can expect you so they don't cancel your Booking. |
| 903 | 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. | 895 | If you’re late, we are not liable for the consequences (e.g. the cancellation of your Booking or any fees the Service Provider may charge). 6. |
| 909 | If you book ground transportation, see the Rentalcars.com Privacy Statement , Cars.booking.com Privacy Statement , or Taxi.booking.com Privacy Statement as applicable to find out how we process your personal data. | 901 | If you book ground transport, read the Rentalcars.com Privacy Statement , Cars.booking.com Privacy Statement , or Taxi.booking.com Privacy Statement to find out how we process your personal data. |
| 925 | There are different "Genius Levels" based on the number of completed bookings made within a given time for any vertical offered by the program. | 917 | There are different “Genius Levels” based on how many Accommodation Bookings you’ve made in a given period. |
| 926 | Each level provides different travel rewards. | 918 | Each level provides different travel rewards. 4. |
| 927 | To reach Level 2, the user must complete 5 bookings within 2 years. | 919 | We may change any feature of the Genius program, including the membership levels and the way the program is structured. 5. |
| 928 | To reach Level 3, the user must complete 15 bookings within 2 years. 4. | — | Removed |
| 929 | The following types of reservations made through Booking.com are excluded from the Genius program: ride hail, cruises, insurance, public transit, free options, partner offers, and any additional purchases such as room upgrades, child seats for rental cars, and additional luggage. 5. | — | Removed |
| 930 | We may change any feature of the Genius program, including the membership levels, eligible booking types for progression, and the way the program is structured. 6. | — | Removed |
| 931 | To ensure a fair and secure program, we may investigate instances of fraud, misuse, or abuse. | — | Removed |
| 932 | This may result in a membership being canceled or earned rewards lost. 7. | — | Removed |
| 939 | You may, for example, earn and receive a Reward by booking and completing Accommodation stays with participating Service Providers, or by making a certain number of Eligible Bookings in a given time period. | 926 | You might, for example, get a Reward by booking at a participating hotel or by making a certain number of Bookings in a given time period. |
| 940 | Note that the amount/quantity of Rewards earned will depend on each promotional campaign. | 927 | When a Reward is available, we’ll explain what the specific conditions are and how to use it. 3. |
| 941 | We’ll provide details about earning/spending a Reward when it becomes available to earn and/or spend. 3. | — | Removed |
| 943 | If and when you receive any Rewards, you will be able to manage and spend them from the Wallet, which is automatically created when you create a verified Account. | 929 | Once you’ve received one or more Rewards, you’ll find a “Rewards and Wallet” link in your Booking.com Account menu. |
| 944 | You’ll find the Wallet in your Account menu, and you must be signed in to your Account to access it. | 930 | Under the “Rewards” tab, you’ll see all the Rewards you’ve earned, what actions (if any) still need to be taken to obtain the Reward(s), and any other terms and conditions. 4. |
| 945 | If you need to do anything to receive a Reward, we’ll tell you how (through Account notifications, push notifications, and/or emails). | — | Removed |
| 946 | Once you have Rewards in your Wallet, we’ll provide any terms and conditions related to spending them. 4. | — | Removed |
| 948 | Although we only award (a) Credits and (b) vouchers into your Wallet, your Wallet may also help you track the processing of (c) other types of Reward (e.g. Credit Card Cashback) from us. | 932 | Rewards give you (a) Credits in your Wallet or (b) something different (e.g. a Credit Card Cashback or a coupon). |
| 949 | We’ll tell you what you need to know about receiving each Reward at the appropriate time. 5. | 933 | We’ll explain each Reward at the appropriate time. 5. |
| 951 | Credits are usually issued as a result of getting a Reward, but we may issue Credits for other reasons. 6. | 935 | Credits are usually issued as a result of getting a Reward. |
| 936 | But we may issue Credits for other reasons, for example, if your Travel Experience didn’t live up to our usual high standards. 6. | ||
| 953 | Your Rewards are always stored in the Wallet until they are spent. | 938 | Once you’ve received some Credits, you’ll find a “Rewards and Wallet” link in your Booking.com Account menu. |
| 954 | Your Wallet balance will indicate how much is stored and spendable on Eligible Bookings. | 939 | Under the “Wallet” tab, you’ll see your total Credits balance (split into Travel Credits and Cash Credits if you have both kinds). |
| 955 | You will also be able to access detailed information such as when your Rewards were earned, were awarded, and will expire. | 940 | You’ll see when Credits were received or spent, and when they’ll expire. |
| 956 | If you’re entitled to Cash Credits, you’ll also find out how to transfer them to a credit or debit card (of certain brands). 7. | 941 | If you have Cash Credits, you’ll also see a link to cash them out. 7. |
| 958 | Each Reward type has its own set of spending and/or usage conditions. | 943 | Travel Credits can only be spent on certain Travel Experiences. |
| 959 | In general, all Rewards can only be spent on Travel Experiences that accept Wallet payments. | 944 | We’ll show you which Travel Experiences you can pay for with Travel Credits (which specific accommodations, attractions, car rentals, etc.). |
| 960 | Travel Credits can be spent across different bookings, but vouchers can only be spent on specific Bookings stated within each voucher’s terms and conditions. | 945 | Cash Credits can be cashed out to your Payment Method (click “Withdraw Cash Credit”), or spent on any Travel Experience that you can pay for with Travel Credits. |
| 961 | Cash Credits can also be spent like Travel Credits or be transferred to a credit or debit card (of certain brands). | 946 | Rewards 8. |
| 962 | We reserve the right to audit any and all accounts in the Rewards & Wallet program at any time and without notice to the Member to ensure compliance with the Rewards & Wallet program or investigate (alleged) fraud or misuse. | 947 | To receive any type of Rewards, you must, when qualifying for and using the Credits: have an Account with us be at least 18 years old meet the Individual Reward Criteria not violate the Rewards & Wallet Terms, and have a valid credit card to qualify for Credit Card Cashback Rewards. 9. |
| 963 | Rewards: eligibility 8. | 948 | When a Reward is available, the Individual Reward Criteria will explain how (and if) you qualify for it. |
| 964 | To be able to receive any type of Rewards from us, you must, at the time of qualification and spending: have a verified Account with us be at least 18 years old meet the Individual Reward Criteria not violate the Rewards & Wallet Terms, and have a valid credit card, if you need to qualify for Credit Card Cashback Rewards. 9. | 949 | There may be: time-sensitive restrictions (e.g. offers with expiration dates) platform restrictions (e.g. promotional codes that can only be used in our app) property restrictions (e.g. offers that can only be used with specific Service Providers) a minimum spend (e.g. a Reward that you’ll only earn when you spend at least a certain amount on a Booking) a maximum Reward value (for either monetary or non-monetary Rewards). 10. |
| 965 | When a Reward is available for earning, the Individual Reward Criteria will explain how (and if) you can qualify for it. | — | Removed |
| 966 | These criteria may contain and not be limited to: time-sensitive restrictions (e.g. offers with expiration dates) platform restrictions (e.g. promotional codes that can only be used in our app) Accommodation service restrictions (e.g. offers that can only be used with specific Service Providers) a minimum spend (e.g. a Reward that you’ll only earn when you spend at least a certain amount on a Booking), and a maximum Reward value (for both monetary and non-monetary Rewards). 10. | — | Removed |
| 968 | In the event of an Account holder’s death, their Account will be closed and any Rewards that are pending or available for spending in the Wallet will be canceled. | 951 | In the event of an Account holder’s death, their Account will be closed and their Rewards (if any) will be canceled. |
| 969 | Rewards: Credits and vouchers 11. | 952 | Credits 11. |
| 970 | You can spend any amount of Travel Credits and/or Cash Credits that you have to offset the cost of an Eligible Booking on participating Platforms (e.g. www.booking.com or a Group Company website). | 953 | You can put either Cash Credits or Travel Credits toward the cost of an eligible Travel Experience on a participating Platform (e.g. www.booking.com or a Group Company website). 12. |
| 971 | However, you may only spend one voucher on each Booking, and if you have multiple vouchers in your Wallet, their value cannot be combined for spending on any Booking. 12. | 954 | If that Travel Experience costs less than you have in Credits, your unused Credits will remain available in your Wallet. 13. |
| 972 | If that Booking costs less than you have in Rewards, your unspent Rewards will remain available for spending in your Wallet until expiration, unless otherwise stated in each Reward’s terms and conditions. 13. | 955 | If that Travel Experience costs more than you have in Credits, you must make up the rest of the cost in time, using another accepted Payment Method, or your purchase will be canceled and your Credits returned to your Wallet. 14. |
| 973 | If that Travel Experience costs more than you have in Rewards, you must make payment for the remaining amount using a different Payment Method. | 956 | If you have various Credits with more than one expiration date, the Credits with the earliest expiration date will be used first. 15. |
| 974 | Failure to do so in time may result in your Booking being canceled and your Rewards returned to your Wallet with the original Reward terms and conditions, including expiration dates. 14. | 957 | If you cancel a Travel Experience that you’ve paid for (in part or in full) with Credits, the Service Provider’s cancellation policy will determine whether or not your money and/or Credits are refunded. |
| 975 | You may spend both Credits and vouchers at the same time on any Eligible Bookings. | 958 | Our Customer Service team will be able to refund any Credits that you may be entitled to. 16. |
| 976 | We do our best to unlock the most savings for you, but it is your sole responsibility to manage how the Rewards are spent. | 959 | You can cash out Cash Credits (but not Travel Credits) to a Payment Method. 17. |
| 977 | If you have multiple Rewards of a single type, the Reward with the earliest expiration date will be selected for spending by default during payment confirmation. | — | Removed |
| 978 | While you may not choose Credits with later expiration dates to spend first, you are free to choose the voucher you prefer to spend first. 15. | — | Removed |
| 979 | If you cancel a Travel Experience that you have already paid for (in part or in full) with Rewards, the Service Provider’s cancellation policy will determine whether or not your money and/or Rewards are refunded. | — | Removed |
| 980 | Our Customer Service team will be able to refund any Rewards that you may be entitled to. 16. | — | Removed |
| 981 | You can transfer Cash Credits (but not Travel Credits) to a credit or debit card of certain brands. 17. | — | Removed |
| 983 | If you get any Rewards in a different currency, we’ll convert them to your Wallet’s default currency, or another currency we may elect, using our Currency Conversion Rate. 18. | 961 | If you get any Credits or Credit Card Cashbacks in another currency, we’ll convert them to your default currency, or another currency we may elect, using our Currency Conversion Rate. 18. |
| 984 | If a Reward was issued because you booked a Travel Experience, any associated Rewards that haven’t been spent will be deleted from your Wallet if that Travel Experience is canceled. 19. | 962 | If a Reward was issued because you booked a Travel Experience, any associated Credits that haven’t been used will be deleted from your Wallet if that Travel Experience is canceled. 19. |
| 985 | We reserve the right to, without notice, cancel any Reward that was obtained by fraud or misuse. 20. | 963 | We reserve the right to cancel any Reward that was obtained by fraud. 20. |
| 988 | If you don’t do this within 12 months, you will automatically be ineligible for the Reward and will not be able to claim it. 21. | 966 | If you don’t do this within 12 months, you won’t be able to claim the Reward. 21. |
| 989 | All Credits have an expiration date, which you’ll find in the Rewards & Wallet activity of your Wallet. | 967 | All Credits have an expiration date, which you’ll find in the “Credits” section of your Wallet. |
| 990 | If you have any Rewards that may expire soon, we may choose to notify you through emails and push notifications. | — | Removed |
| 991 | For some products/services, the Service Provider will require an Upfront Payment and/or a payment taken during your Travel Experience. | — | Removed |
| 992 | Note that if Wallet payments are involved (for example, when you choose to pay later for an Accommodation Booking), we will charge your Wallet for the selected Rewards during Booking confirmation—so your Rewards will be spent immediately—while any remaining amount will be charged according to the payment policy of your Booking. | — | Removed |
| 994 | All data, including personal data, will be processed in accordance with our Privacy Statement and applicable data protection laws and regulations. | 969 | All data, including personal data, will be processed in accordance with our privacy policy and applicable data protection laws and regulations. |
| 997 | Your obligations: You’re responsible for making sure that all information is (and stays) correct, complete, and up to date You’re responsible for keeping your Account sign-in details safe and secure in order to safeguard your Wallet. 24. | 972 | Your obligations: You’re responsible for making sure that all information is (and stays) correct, complete, and up to date If we ask you for proof of ID, please provide it within 30 days You’re responsible for keeping your Wallet sign-in details safe and secure. 24. |
| 998 | If you don’t follow the rules in this section, we may automatically suspend or cancel your Wallet. 25. | 973 | If you don’t adhere to the rules in this section, we may automatically suspend or cancel your Wallet. 25. |
| 999 | You may not use your Wallet or Rewards in any way that is misleading, unfair, harmful, or illegal. 26. | 974 | You may not use your Wallet or Rewards in any way that is misleading, unfair, or harmful. 26. |
| 1000 | We may set off or settle any or all of your Rewards against any claim we (or a Group Company) have against you. | 975 | We may set off/settle any or all of your Credits against any claim we (or a Group Company) have against you. |
| 1002 | We may change, suspend, or end any aspect of the Wallet or Rewards program. | 977 | We may change, suspend, or end any aspect of the Wallet, Rewards, and Credits. |
| 1003 | In particular, we might change: these Rewards & Wallet terms eligibility criteria which Rewards we provide 28. | 978 | In particular, we might change: these Rewards & Wallet terms which users we allow to have a Wallet which Rewards or Credits we provide the expiration dates of any Rewards or Credits any Individual Reward Criteria. 28. |
| 1004 | We will make reasonable efforts to give you prior notice if we make any changes or stop providing the Wallet service altogether. 29. | 979 | We’ll make reasonable efforts to give you prior notice if we make any changes or stop providing Wallets altogether. 29. |
| 1005 | If we stop providing the Wallet service, all Rewards that haven’t expired will be valid for another 12 months. | 980 | If we stop providing Wallets, all Credits and Rewards that haven’t expired will be valid for another 12 months. |
| 1008 | Unless otherwise stated, all rights in our Platform (technology, content, trademarks, look and feel, etc.) are owned by Booking.com (or its licensors), and by using our Platform you agree to do so for its intended purpose only and respecting the requirements set out below in paragraphs A14.2 and A14.3. 2. | 983 | Unless otherwise stated, all rights in our Platform (technology, content, trademarks, look and feel, etc.) are owned by Booking.com (or its licensors), and by using our Platform, you agree to do so for its intended purpose only and to respect the conditions set out below in paragraphs A14.2 and A14.3. 2. |
| 1011 | By uploading a review/picture to our Platform, you’re confirming that it meets our Content Standards and Guidelines and that: it’s truthful (e.g. you haven’t altered the picture or uploaded one of a different property) it doesn’t contain any viruses you’re allowed to share it with us you own (or are allowed to use) any intellectual property rights that it contains we’re allowed to use it on our Platform and for any other commercial purposes (including marketing and advertising), on any media, worldwide—unless you ask us to stop using it it doesn’t infringe the privacy rights of other people you accept full responsibility for any legal claims against Booking.com related to it. 5. | 986 | By uploading any picture to our Platform (e.g. for a review), you’re confirming that it complies with our criteria and that: it’s truthful (e.g. you haven’t altered the picture or uploaded one of a different property) it doesn’t contain any viruses you’re allowed to share it with us we’re allowed to use it on our platform and in relation to further commercial purposes (including in a promotional context), everywhere, forever. |
| 987 | (If you let us know we can no longer use it, we’ll consider any such reasonable request) it doesn’t infringe the privacy rights of other people you accept full responsibility for any legal claims against Booking.com related to it. 5. | ||
| 1017 | You can help us help you as quickly as possible by providing: your Booking confirmation number, your contact details, your Booking.com PIN (if you have one), and the email address you used when you made your Booking a summary of the issue, including how you’d like us to help you any supporting documents (e.g. bank statement, pictures, receipts, etc.) 2. | 993 | You can help us help you as quickly as possible by providing: your Booking confirmation number, your contact details, your PIN (if you have one), and the email address you used when booking a summary of the issue, including how you’d like us to help you any supporting documents (e.g. bank statement, pictures, receipts, etc.) 2. |
| 1023 | We do try to resolve disputes with you directly, and we’re not obliged to submit to any alternative dispute resolution procedures handled by independent providers. 7. | 999 | We try to resolve disputes internally, and aren’t obliged to submit to any alternative dispute resolution procedures handled by independent providers. |
| 1024 | You may also bring legal proceedings before a competent court—refer to “Applicable law and forum” (A19) for details. | — | Removed |
| 1027 | We may help you communicate with your Service Provider, but that doesn’t mean we’re taking responsibility for the Travel Experience or anything the Service Provider does/doesn’t do. | 1002 | We may help you communicate with your Service Provider, but we can’t guarantee that they’ll read anything from you or that they’ll do what you ask. |
| 1028 | We can’t guarantee that they will read anything from you or that they’ll do what you ask. | 1003 | In itself, the fact that you contact them or that they contact you doesn’t mean you have any grounds for legal action. |
| 1029 | In itself, the fact that you contact them or they contact you doesn’t mean you have any grounds for legal action. | — | Removed |
| 1030 | If you need help, contact us via our Help Center. | — | Removed |
| 1033 | If you breach these Terms (including our values and our Content standards and guidelines ) or fail to comply with applicable laws or regulations, we have the right to: stop you making any Bookings, cancel any Bookings you’ve already made, stop you using: our Platform, our Customer Service, your Account 2. | 1006 | We have the right to stop you from making any Bookings, to cancel any Bookings you’ve made, and/or to stop you from using our Platform, our Customer Service, and/or your Account. |
| 1034 | If we cancel a Booking as a result, you may not (depending on the circumstances) be entitled to a refund. | 1007 | Of course, we’ll only do this if in our opinion there’s a good reason to, such as: fraud or abuse non-compliance with Our values or with applicable laws or regulations inappropriate or unlawful behavior (e.g. violence, threats, invasion of privacy) in relation to us, any of the companies we work with – or anyone else, for that matter. 2. |
| 1008 | If we cancel a Booking as a result, you won’t be entitled to a refund. | ||
| 1039 | Nothing in these Terms will limit our (or the Service Provider’s) liability (i) when we (or they) were negligent and this led to death or personal injury; (ii) in case of fraud or fraudulent misrepresentation; (iii) in respect of gross negligence or willful misconduct; or (iv) if such liability can otherwise not lawfully be limited or excluded. 2. | 1013 | These terms limit only our liabilities under applicable law. |
| 1040 | If you are in breach of these Terms and/or the Service Provider’s terms, we won’t be liable for any costs you incur as a result. 3. | 1014 | Nothing in these terms will limit our (or the Service Provider’s) liability for our (or their) own (i) negligence that leads to death or personal injury or (ii) fraud or fraudulent misrepresentation, gross negligence, or willful misconduct. |
| 1041 | We are not liable for: any losses or damages which were not reasonably foreseeable when you made your Booking or otherwise entered into these Terms; or any event which was reasonably beyond our control. 4. | 1015 | Booking.com shall not be liable for any losses outside of the rights and responsibilities described in this section, unless said losses are caused by Booking.com’s breach of these terms. |
| 1042 | We don’t make any promises about Service Providers’ products and services apart from what we expressly state in these Terms, for example in Section A4. 5. | 1016 | As a non-limiting example, Booking.com shall not be liable for any: indirect or consequential loss or damage loss of profits, use, data, revenues, business opportunities, or goodwill special, punitive, or exemplary damages inaccurate information about a Service Provider product, service, or action of a Service Provider or other business partner mistake in an email address, phone number, or credit card number (unless it’s our fault) force majeure or event beyond our control. 2. |
| 1043 | To the extent permitted by law, the most that we (or any Service Provider) will be liable for (whether for one event or a series of connected events) is your reasonably foreseeable losses or damages in connection to your Booking(s). 6. | 1017 | If you are in breach of these Terms and/or the Service Provider’s terms, to the extent permitted by law: we will not be liable for any costs you incur as a result, and you won’t be entitled to any refund. 3. |
| 1044 | Just to be clear, these Terms are between you and us. | 1018 | The cost of your Booking, shown in your confirmation email, is the most we, or any Service Provider, will be liable for, whether for one event or a series of events. |
| 1045 | Nothing in these Terms will entitle any third party other than the Service Provider to anything. 7. | 1019 | These liability limitations shall apply to all forms of legal action, whether related to contract, tort, negligence, strict liability, or any other legal action. 4. |
| 1046 | You may be protected by mandatory consumer protection laws and regulations, which guarantee you rights that no company’s terms can overrule. | 1020 | Unless expressly stated herein, Booking.com makes no representations, warranties, or commitments related to Service Providers’ products or services. |
| 1047 | If there is any inconsistency between those laws and regulations and these Terms, such mandatory consumer protection laws and regulations will override. | 1021 | We accept no liability for ensuring that said products or services are appropriate for the client’s objectives. |
| 1022 | You alone assume responsibility for this. | ||
| 1023 | To the fullest extent permitted by law, Booking.com disclaims all representations and warranties, including, but not limited to, warranties of merchantability and fitness for a particular purpose. | ||
| 1024 | Booking.com does not warrant or make any representations that its website will operate error-free or uninterruptedly, that defects will be corrected, or that the website and/or its servers will be free of viruses and/or other harmful components. | ||
| 1025 | Booking.com does not warrant or make any representations regarding suitability, availability, accuracy, reliability, or timeliness of any material of any kind on the website for any purpose, including software, services, information, text, and related graphics content. | ||
| 1026 | You agree that you will make use of the Booking.com website and services at your own risk. | ||
| 1027 | You understand and accept that Booking.com is not responsible or liable for any misuse or unauthorized use of its website or services, or for any consequences arising out of such misuse or unauthorized use. 5. | ||
| 1028 | Just to be clear, nothing in these Terms will entitle any third party other than the Service Provider to anything. | ||
| 1049 | Applicable law and forum 1. | 1030 | Arbitration agreement Please read this arbitration agreement carefully. |
| 1050 | These Terms are governed by Dutch law (for accommodations, flights, or attractions) or English law (for car rentals and private/public transportation). | 1031 | It may impact your rights. |
| 1051 | You can also rely on your national consumer law if you are a consumer living in a country in the European Economic Area, UK, or Switzerland (“Europe”). | 1032 | This agreement stipulates that most disputes shall be resolved through binding arbitration instead of through any legal actions. |
| 1052 | If you are a consumer living outside Europe, to the extent permitted by mandatory local (consumer) law, these Terms are governed by Dutch law (for accommodations, flights, or attractions) or English law (for car rentals and private/public transportation). 2. | 1033 | This arbitration agreement shall remain in effect after the termination of the Terms. |
| 1053 | If you are a consumer living in Europe (as defined above): You may bring a legal action against us: in the courts of the country where you live, or in the courts in Amsterdam (for accommodations, flights, or attractions) or England and Wales (for car rentals and private/public transportation). | 1034 | Booking.com is committed to customer satisfaction. |
| 1054 | We may bring a legal action against you in the courts of the country where you live. | 1035 | Booking.com will make its best efforts to resolve all customer concerns or problems related to our services. |
| 1055 | If you are a consumer living outside Europe, to the extent permitted by mandatory local (consumer) law, any dispute will exclusively be submitted to the court in Amsterdam (for accommodations, flights, or attractions) or England and Wales (for car rentals and private/public transportation). | 1036 | Customers may pursue a claim against Booking.com, as explained in this arbitration agreement, for any unresolved concern or problem. |
| 1037 | The arbitration agreement stipulates: (1) the initial process for you to follow in reporting your claim to Booking.com prior to filing any arbitration or lawsuit in accordance with this arbitration agreement; and, if Booking.com is unable to resolve your claim, (2) the recourse available to you in arbitration or, in limited circumstances, in court. 1. | ||
| 1038 | Governing Law and Jurisdiction Booking.com and you agree that this arbitration agreement is evidence of a transaction in interstate commerce and will be interpreted and enforced in accordance with the U.S. Federal Arbitration Act and federal arbitration law, and not governed by state law. | ||
| 1039 | This arbitration agreement, and these Terms, are made under and will be governed by and interpreted in accordance with New York law, consistent with the Federal Arbitration Act, regardless of conflict of law rules. | ||
| 1040 | If New York law cannot be applied to the dispute in the customer’s jurisdiction due to applicable local law, then the laws of the jurisdiction’s country, state, or other place of residence will govern the dispute. | ||
| 1041 | Any disputes or claims not subject to arbitration, as set forth in this section, will be resolved exclusively in the federal or state courts of New York, New York, and you and we consent to personal jurisdiction in those courts. | ||
| 1042 | In cases where applicable local law prevents a dispute from being resolved in the New York courts, local courts shall have jurisdiction. 2. | ||
| 1043 | Scope This arbitration agreement is intended to be given the broadest interpretation and application in order to encompass all disputes or Claims (as defined below) that may arise between us. | ||
| 1044 | By using this Platform, you agree that any and all Claims (as defined below) arising out of or relating to your use of this Platform, or other services provided by Booking.com or by the support companies in connection with your use of this Platform (including the interpretation and scope of this arbitration agreement and the arbitrability of the dispute), or your relationship with us or any subsidiary, parent or affiliate company or companies (whether based in contract, tort, statute, fraud, misrepresentation, or any other legal vehicle) unless expressly excluded from arbitration as set forth below (each a “Claim” and collectively “Claims”), will be resolved via mandatory, binding arbitration. 3. | ||
| 1045 | Opt Out Procedure Notwithstanding the above, you may opt out of this binding arbitration agreement within 30 days after this arbitration agreement comes into effect (the “Opt Out Deadline”). | ||
| 1046 | This will be the earliest of (a) the date you first used Booking.com’s Platform, (b) the date you first used Booking.com’s services, or (c) the date of your first transaction with Booking.com. | ||
| 1047 | You may opt out of the arbitration agreement by sending Booking.com a written notice through the Dispute Resolution page with the message: “ Arbitration -- Opt-Out Notice ”. | ||
| 1048 | In order to validly terminate the arbitration agreement, Booking.com must receive your opt out notice using the form available on its Dispute Resolution page, and with the correct message, no later than 3 days after the Opt Out Deadline. | ||
| 1049 | You agree that you must pursue any and all Claims in arbitration if Booking.com does not receive an opt-out notice from you, or if Booking.com receives an opt-out notice from you more than 3 days after the Opt Out Deadline. | ||
| 1050 | Nothing in this arbitration agreement shall be interpreted as creating any rights that do not otherwise exist under the law, or as constituting any waiver of any personal jurisdiction defense, nor shall this arbitration agreement give the customer the right to pursue any claim for relief that is not in compliance with the law. 4. | ||
| 1051 | Pre-Dispute Resolution Prior to initiating any dispute or Claim, as discussed further below, you must first give Booking.com an opportunity to resolve any complaints by submitting them in writing through the form available on Booking.com’s Dispute Resolution page (the “ Internal Review Procedure ”). | ||
| 1052 | Your message through Booking.com’s Dispute Resolution page beginning the Internal Review Procedure must contain the following information: (1) your name, (2) address, (3) the email address used to make the reservation, (4) the reservation number, (5) the date of the reservation, (6) the name of the property reserved, (7) a brief description of the nature of the complaint, and (8) the resolution sought (together, the “ Required Information ”). | ||
| 1053 | Additionally, the message must start with “ Request Under Arbitration Agreement .” If your message does not start with this text, or if it does not contain all of the Required Information (or an explanation of why you are unable to include any of the Required Information), then the Internal Review Procedure shall be without effect, and must be reinitiated before any arbitration or other legal action against Booking.com. | ||
| 1054 | This requirement is intended to inform Booking.com that you have a dispute to be resolved. | ||
| 1055 | If Booking.com does not resolve the complaint within 60 days of the initiation of the Internal Review Procedure, you shall be entitled to seek relief as stipulated in this arbitration agreement. 5. | ||
| 1056 | Arbitration Procedure Arbitration shall be initiated through and administered by the American Arbitration Association (“AAA”). | ||
| 1057 | Should the AAA decline to administer the arbitration or otherwise be unable to administer the arbitration for any reason, you agree that Booking.com shall select an alternative arbitration forum, and that you will agree in writing to administration of the arbitration by the alternative arbitration forum selected by Booking.com. | ||
| 1058 | Booking.com agrees to pay all filing, administration, and arbitrator fees, other than the initial filing fee to be paid by you, and if your Claim is for less than $1,000, Booking.com shall reimburse you for the filing fee upon written request for reimbursement with documentation of insufficient funds to pay the fee. | ||
| 1059 | In the event that you are able to demonstrate that the costs of arbitration would be prohibitive as compared to costs of litigation, Booking.com will pay as much of the customer’s filing fee in connection with the arbitration as the arbitrator deems necessary in order to prevent the arbitration from being cost-prohibitive as compared to the costs of litigation. | ||
| 1060 | In all other cases, we will each bear the fees and expenses for our respective attorneys, experts, witnesses, and for preparation and presentation of evidence at the arbitration. | ||
| 1061 | Arbitration will be conducted in accordance with the AAA’s rules, including the AAA’s Consumer Arbitration Rules (as applicable), as modified by this arbitration agreement. | ||
| 1062 | If there is a conflict between the AAA’s rules and this arbitration agreement, the terms of this arbitration agreement shall govern. | ||
| 1063 | AAA rules and information about arbitration and fees are available online at www.adr.org or by calling the AAA at 1-800-778-7879. | ||
| 1064 | The arbitration will be conducted by one arbitrator, who will be appointed by the AAA. | ||
| 1065 | The customer agrees that the arbitration will be conducted in the English language. | ||
| 1066 | For claims under $25,000, the arbitration will not involve any personal appearance by the parties or witnesses but will instead be conducted based solely on written submissions, unless the customer requests an in-person or telephone hearing, or the arbitrator determines that an in-person or telephone appearance is required. | ||
| 1067 | Hearings by telephone shall be preferred, unless the arbitrator determines that a party’s right to a fundamentally fair process would be impaired without an in-person hearing. | ||
| 1068 | In the case of an in-person hearing, the hearing shall be conducted in a mutually convenient location. | ||
| 1069 | Booking.com will ordinarily request that the hearing be held in New York, New York. | ||
| 1070 | You may petition the arbitrator to select an alternative location for the hearing. | ||
| 1071 | The arbitrator’s selection of a hearing location shall be final and binding. | ||
| 1072 | You agree that, in the event of an in-person hearing, any Booking.com B.V. employee or affiliate who is based outside of the United States and who is participating in the hearing, may participate by telephone or video conference, and his or her physical presence shall not be required. | ||
| 1073 | Any arbitration shall be confidential, and neither Party may disclose the existence, content, or results of any arbitration, except as may be required by law or for purposes of enforcement of the arbitration award. | ||
| 1074 | Judgment on any arbitration award may be entered in any court having proper jurisdiction. | ||
| 1075 | Ordinarily, pre-hearing information exchanges will be limited to the reasonable production of non-privileged documents directly relevant to the dispute. | ||
| 1076 | Unless the arbitrator determines that an additional form of information exchange is necessary to provide for a fundamentally fair process, those documents will be limited to your booking and communications directly related to that booking among you, Booking.com, and the accommodation(s) that are the subject of your dispute with Booking.com. | ||
| 1077 | Any issues regarding discovery, or the relevance or scope thereof, shall be determined by the arbitrator, and the arbitrator’s determination shall be conclusive. 6. | ||
| 1078 | Arbitration Award The arbitrator will have the power to grant declaratory or injunctive relief, whether interim or final, only in favor of you individually and only to the extent necessary to provide relief warranted by your individual claim without affecting other Booking.com customers, and any provisional measures ordered by the arbitrator may be enforced by any court of competent jurisdiction. | ||
| 1079 | Nothing in these Terms will prevent you from seeking public injunctive relief separately from arbitration in court pursuant to these Terms, and any such application will not be deemed incompatible with the arbitration agreement to arbitrate or as a waiver of the right to arbitrate your individual claims. | ||
| 1080 | You and Booking.com agree that any proceedings seeking a remedy of public injunctive relief will proceed after the arbitration of all Claims that can be arbitrated, remedies, or causes of action, and will be stayed pending the outcome of the arbitration pursuant to section 3 of the Federal Arbitration Act. 7. | ||
| 1081 | Exceptions to arbitration agreement You and Booking.com each agree that the following causes of action and/or claims for relief are exceptions to the Claims covered by the arbitration agreement and will be brought in a judicial proceeding in a court of competent jurisdiction (as outlined in this arbitration agreement): (i) any claim or cause of action alleging actual or threatened infringement, misappropriation, or violation of a party’s copyrights, trademarks, trade secrets, patents, or other intellectual property rights; (ii) any claim or cause of action seeking emergency injunctive relief based on exigent circumstances (e.g., imminent danger or commission of a crime, hacking, cyber-attack); or (iii) a request for the remedy of public injunctive relief, where such remedies are permitted and cannot be waived by applicable law. | ||
| 1082 | In addition, to the extent your dispute or Claim qualifies under applicable law, you may elect to proceed in small claims court. 8. | ||
| 1083 | Class Action Waiver In addition to the above, YOU AND WE EACH AGREE THAT ANY PROCEEDING, WHETHER IN ARBITRATION OR IN COURT, WILL BE CONDUCTED ONLY ON AN INDIVIDUAL BASIS AND NOT IN A CLASS, CONSOLIDATED OR REPRESENTATIVE ACTION, EXCEPT FOR ACTIONS FOR INJUNCTIVE RELIEF AS DESCRIBED BELOW AND IN THIS PARAGRAPH. | ||
| 1084 | Upon motion of one or more interested parties, and after providing all other interested parties an opportunity to be heard, the arbitrator may, at their discretion, coordinate more than one arbitration proceeding initiated under this arbitration agreement, in order to promote efficiency in discovery and to avoid inconsistent legal rulings. | ||
| 1085 | In the interest of clarity, any coordination under the preceding sentence will be limited only to currently-pending arbitrations initiated under this arbitration agreement, and the arbitrator may not preside over any form of a representative or class proceeding. | ||
| 1086 | All parties will retain the right to request an individualized hearing. | ||
| 1087 | If a court or arbitrator determines, in an action between you and us, that this class action waiver is unenforceable, this arbitration agreement will not apply to you. | ||
| 1088 | If you opt out of the arbitration agreement as specified above, this class action waiver will not apply to you. | ||
| 1089 | Neither you, nor any other customer, can be a class representative, class member, or otherwise participate in a class, consolidated or representative proceeding without having complied with the opt-out procedure set forth above. 9. | ||
| 1090 | Jury Waiver IF FOR ANY REASON A CLAIM PROCEEDS IN COURT RATHER THAN THROUGH ARBITRATION, YOU AND WE EACH WAIVE ANY RIGHT TO A JURY TRIAL. | ||
| 1067 | Travelers may contact Sedgwick International UK if the services are denied because of Booking.com’s insolvency. 6. | 1102 | Travelers may contact Sedgwick International UK (60 Fenchurch Street, London EC3M 4AD, the United Kingdom, tel. +44 207 530 0600, email: helpline@uk.sedgwick.com) if the services are denied because of Booking.com's insolvency. 6. |
| 1070 | A21. | — | Removed |
| 1071 | Modification clause 1. | — | Removed |
| 1072 | We may make changes to these Terms. | — | Removed |
| 1073 | Where such changes are material, we will inform you in advance of such changes becoming effective, unless the changes are required by applicable law. 2. | — | Removed |
| 1074 | If you do not accept the changes, please do not use our Platform. 3. | — | Removed |
| 1075 | Otherwise, your continued use of our Platform after the effective date of the proposed changes will constitute your acceptance of the revised Terms. 4. | — | Removed |
| 1076 | Any existing Bookings will continue to be governed by the Terms that applied when the Booking was made. | — | Removed |
| 1089 | It applies as well as section A (which applies to all Travel Experiences). | — | Removed |
| 1092 | When you make (or request) a Booking, it’s directly with the Service Provider—we’re not a “contractual party.” 2. | 1119 | When you make a Booking, it’s directly with the Service Provider. |
| 1120 | We’re not a “contractual party” to your Booking. 2. | ||
| 1094 | Our Platform only shows Accommodations that have a commercial relationship with us (in some cases, through a partner company—refer to “Partner offer” under B7.2 below) or with our Connectivity Partners, and it doesn’t necessarily show all their products or services. 4. | 1122 | Our Platform only shows Accommodations that have a commercial relationship with us, and it doesn’t necessarily show all their products or services. 4. |
| 1124 | They’re responsible for making sure it’s accurate and up to date. | ||
| 1098 | We provide the Platform on which Service Providers can promote and sell their Accommodations, and you can search for, compare, and book them. | 1127 | We provide the Platform on which Service Providers can promote and sell their Accommodations, and you can search for, compare, and book them. 2. |
| 1099 | We offer a personalized experience based on how you use our Platform (including what you tell us), so you can book your ideal Accommodation with us. | 1128 | Once you’ve booked your Accommodation, we will provide you and the Service Provider with details of your Booking, including the names of the guest(s). 3. |
| 1100 | Our Platform allows you to discover Accommodations all over the world—and our search results make it easy to home in on the one that’s right for you. 2. | 1129 | Depending on the terms of your Booking, we may be able to help you change or cancel it if you want. |
| 1101 | Once you’ve booked your Accommodation, we confirm the details of your Booking to both you and the Service Provider, including the names of the guest(s). 3. | — | Removed |
| 1102 | Depending on the terms of your Booking, you may be able to change or cancel it if you want. | — | Removed |
| 1103 | Contact us using the Help Center (available 24 hours a day) if you need help with anything. | — | Removed |
| 1131 | Request to book 4. | 1157 | Damage policy 4. |
| 1132 | In some cases, you’ll find a button marked “Request to book” on the property page. | 1158 | 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, then you can tell us if you have any comments and whether you agree with the charge – 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*. 5. |
| 1133 | If you select this option, we’ll explain how this works (on-screen and/or by email). | 1159 | There’s a limit (displayed while you’re booking) to how much the Service Provider can charge you under the damage policy through our Platform. 6. |
| 1134 | Damage policy 5. | — | Removed |
| 1135 | 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, then you can tell us if you have any comments and whether you agree with the charge – 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. | — | Removed |
| 1136 | 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). | — | Removed |
| 1137 | 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. | — | Removed |
| 1139 | We’d just be organizing it on the Service Provider’s behalf. 8. | 1161 | We’d just be organizing it on the Service Provider’s behalf. 7. |
| 1140 | 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. | 1162 | 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). 8. |
| 1142 | 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. | 1164 | 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. * If there’s any damage, the Service Provider can always decide to initiate a (legal) claim against you outside of the damage policy, in which case the limit (see 5 above) wouldn’t apply. |
| 1143 | How we work 10. | 1165 | How we work 9. |
| 1144 | For information on reviews, ranking, how we make money, and more, check out How We Work , which is also part of our Terms. | 1166 | For info on reviews, ranking, how we make money (and more), check out How We Work . |
| 1157 | It applies as well as section A (which applies to all Travel Experiences). | — | Removed |
| 1162 | We act solely as the Platform and are not involved in the terms of the Service Provider/Third-Party Aggregator. | 1183 | We act solely as the Platform and are not involved in the Third-Party Terms. |
| 1163 | We are not responsible for your ticket and have no liability to you in relation to your Booking, except as described in these Terms. | 1184 | We are not responsible for your ticket and (to the fullest extent permitted by law) have no liability to you in relation to your Booking. |
| 1167 | Once you’ve booked your Attraction, we’ll provide you and the Service Provider/Third-Party Aggregator (as applicable) with details of the Booking; if the Service Provider/Third-Party Aggregator needs more than your name, we’ll tell you at the time of booking. 3. | 1188 | Once you’ve booked your Attraction, we’ll provide you and the Service Provider with details of the Booking. |
| 1168 | Depending on the terms of your Booking, you may be able to change or cancel it if you want. | 1189 | If the Service Provider needs more than your name, we’ll tell you at the time of booking. 3. |
| 1169 | Contact us using the Help Center (available 24 hours a day) if you need help with anything. | 1190 | Depending on the terms of your Booking, we may be able to help you change or cancel it if you want. |
| 1172 | You must enter all your contact details correctly so we and/or the Service Provider/Third-Party Aggregator (as applicable) can provide you with information about your Booking and, if necessary, contact you. 2. | 1193 | You must fill in all your contact details correctly, so we and/or the Service Provider can provide you with information about your Booking and, if necessary, contact you. 2. |
| 1173 | You must read and agree to comply with our Terms and the terms of the Service Provider/Third-Party Aggregator (which will be displayed at checkout) and acknowledge that breaching them may lead to additional charges and/or the cancellation of your Booking. | 1194 | You must read and agree to comply with our Terms and the Third-Party Terms (which will be displayed at check-out) and acknowledge that breaching them may lead to additional charges and/or the cancellation of your Booking. |
| 1184 | For information on reviews, ranking, how we make money, and more, check out How We Work , which is also part of our Terms. | 1205 | For info on reviews, ranking, how we make money (and more), check out How We Work . |
| 1197 | It applies as well as section A (which applies to all Travel Experiences). | — | Removed |
| 1200 | The car rental pages on this Platform are operated by Booking.com Transport Limited. | — | Removed |
| 1201 | The company is registered in England and Wales (Number: 05179829) at the following address: 6 Goods Yard Street, Manchester, M3 3BG, United Kingdom. | — | Removed |
| 1202 | VAT number: GB 855349007. | — | Removed |
| 1203 | This means that you accept that the process of making a Booking with Booking.com Transport Limited is governed by these Terms—although your actual Rental will be governed by the Rental Agreement with your Service Provider (which you sign at pick-up). 2. | — | Removed |
| 1207 | When you sign this at the rental counter, you’ll enter a contract with the Service Provider, but you’ll see and accept the key terms of it while you’re booking your car. | 1223 | When you sign this at the rental counter, you’ll enter a contract with the Service Provider, but you’ll see and accept the key terms of it while you’re booking your car. 2. |
| 1208 | Throughout Section D, “Service Provider” means the rental company that provides the car. 3. | — | Removed |
| 1210 | However, if the Service Provider doesn’t confirm your Rental immediately, we won’t take payment or send you your Booking Confirmation until they’ve done so. 4. | 1225 | However, if the Service Provider doesn't confirm your Rental immediately, we won’t take payment or send you your Booking Confirmation until they’ve done so. 3. |
| 1211 | If there’s any discrepancy between these Terms and the Rental Agreement, the Rental Agreement will apply. 5. | 1226 | If there’s any discrepancy between these Terms and the Rental Agreement, the Rental Agreement will apply. |
| 1212 | The Main Driver (the person whose details are entered during the booking process) is the only person who can change or cancel the Booking, or discuss it with us—unless they tell us they nominate someone else to do this. | — | Removed |
| 1219 | Once you’ve booked your Rental: we’ll give the Service Provider the Booking details (e.g. the Main Driver's name and phone number) we’ll confirm the Pick-up information (e.g. the Service Provider’s contact details and what you need to take with you). | 1233 | Once you’ve booked your Rental: we’ll give the Service Provider the Booking details (e.g. the Main Driver's name and phone number) we’ll provide you with Pick-up information (e.g. the Service Provider's contact details, and info on what you need to take with you). |
| 1222 | You must provide all the information we need to arrange your Booking (contact details, Pick-up Time, etc.). 2. | 1236 | You must provide all the information we need to arrange your Booking (e.g. contact details, pick-up time, etc.). 2. |
| 1226 | You must be at the rental counter by your Pick-up Time (note that some Service Providers have a pick-up “grace period” in case you are delayed). | 1240 | You must be at the rental counter by your pick-up time. |
| 1227 | If you arrive after the Pick-up Time (and after the pick-up grace period, if any), the car may no longer be available, and you may not be entitled to a refund from the Service Provider. | 1241 | If you’re late, the car may no longer be available, and you won’t be entitled to a refund. |
| 1228 | Please check the Rental Agreement for further information (while you’re booking your car, please check “Important info,” which informs you of any grace period, and which you accept at check-out). | 1242 | If you think you might be late, contact the Service Provider or us, even if it's because of a flight delay and you’ve provided your flight number. 5. |
| 1229 | If you think you might be late, contact the Service Provider or us, even if it’s because of a flight delay and you’ve provided your flight number. 5. | — | Removed |
| 1232 | You must make sure the Main Driver is both eligible and fit to drive the car. 7. | 1245 | You must make sure the Main Driver is both eligible and fit (in the Service Provider’s opinion) to drive the car. 7. |
| 1233 | You must show the counter staff each driver’s full, valid driver’s license, which they must have held for at least one year (or longer, in many cases). | 1246 | You must have all the documents (e.g. ID, driver’s license) that you need at pick-up. 8. |
| 1234 | If any driver has endorsements/points on their license, let us know as soon as you are aware of this, as the Service Provider may not allow them to drive. 8. | 1247 | You must show the counter staff each driver's full, valid driver’s license, which they must have held for at least 1 year (or longer, in many cases). |
| 1235 | You must ensure that any driver with a driver’s license issued in England, Scotland, or Wales obtains a license "check code" no more than 21 days before Pick-up. 9. | 1248 | If any driver has endorsements/points on their license, let us know as soon as possible, as the Service Provider may not allow them to drive. 9. |
| 1249 | You must ensure that any driver with a driver’s license issued in England, Scotland, or Wales obtains a license “check code” no more than 21 days before Pick-up. 10. | ||
| 1237 | All drivers must carry their driver’s license (and International Driving Permit, if necessary) at all times. 10. | 1251 | All drivers must carry their driver’s license (and International Driving Permit, if necessary) at all times. 11. |
| 1238 | You must ensure that every child has an appropriate child seat if they need one. 11. | 1252 | You must ensure that every child has an appropriate child seat if they need one. 12. |
| 1239 | If anything goes wrong during your Rental (e.g. accident, breakdown, etc.), you must: contact the Service Provider not authorize any repairs without the Service Provider’s consent (unless the Rental Agreement allows this) keep all documentation (e.g. repair bills, police reports, etc.) to share with us/the Service Provider/an insurance company. | 1253 | If anything goes wrong during your Rental (e.g. accident, breakdown, etc.), you must: contact the Service Provider not authorize any repairs without the Service Provider's consent keep all documentation (e.g. repair bills, police reports, etc.) to share with us/the Service Provider/an insurance company. |
| 1242 | Booking.com Transport Limited will arrange the payment for your Booking. | 1256 | Booking.com Transport Limited is the merchant of record for your Booking. |
| 1243 | For details of our payment process, refer to “Payment” (A7) above. | 1257 | For details of our payment process, see “Payment” (A7) above. |
| 1253 | If after Pick-up you decide you want to keep the car longer, contact the Service Provider. | 1267 | If after pick-up you decide you want to keep the car longer, contact the Service Provider. |
| 1254 | They’ll tell you how much this would cost, and you’ll enter a new contract with them. | 1268 | They'll tell you how much this would cost, and you'll enter a new contract with them directly. |
| 1255 | If you drop the car off late without agreeing to this in advance, they may charge an additional fee as well. | 1269 | If you drop the car off late without agreeing this in advance, they may charge an additional fee as well. |
| 1270 | For more on your Service Provider’s rules, refer to the “Important Information” that’s available while booking—or the Rental Agreement that you sign at the counter. | 1284 | If that happens, call us from the rental counter to cancel your Booking, and you’ll receive a refund, minus the cost of 3 days of your rental. |
| 1271 | If they refuse you the car, call us straight away from the rental counter to cancel your Booking, and we’ll refund what you paid, minus the cost of three days of your Rental. | 1285 | Otherwise you won’t be entitled to a refund. |
| 1272 | If you don’t, the cancellation fee will be the full cost of your Rental—unless you can prove that the situation has cost us substantially less than that. | — | Removed |
| 1293 | For information on reviews, ranking, how we make money, and more, check out How We Work , which is also part of our Terms. | 1306 | For info on reviews, ranking, how we make money (and more), check out How We Work . |
| 1306 | It applies as well as section A (which applies to all Travel Experiences). | — | Removed |
| 1322 | Contact us using the Help Center (available 24 hours a day) if you need help with anything. | — | Removed |
| 1333 | You’ll find the cancellation policy in the Contract of Carriage between you and the airline. | 1344 | You’ll find the cancellation policy in the Contract of Carriage, which is available while you’re booking your Flight. 2. |
| 1334 | It’s available while you’re booking your Flight and when your Flight is confirmed (in your “Manage Booking” page). 2. | — | Removed |
| 1336 | Airlines reserve the right to reschedule or cancel flights in accordance with the airline’s terms and conditions, Contract of Carriage, or airline policies. 4. | 1346 | Airlines reserve the right to reschedule or cancel flights at their discretion. 4. |
| 1337 | Different tickets from the same airline may have different restrictions or include different services. | 1347 | Different tickets from the same airline may have different restrictions or include different services. 5. |
| 1338 | Make sure you read the full details provided during the booking process. 5. | — | Removed |
| 1348 | 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. | 1357 | 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. |
| 1350 | When you purchase a Flight, you agree not to do this. | 1359 | When you purchase a Flight, you agree not to do this, and to indemnify us against airline claims for any difference between the cost of your actual journey and the cost of the full journey specified on your ticket(s). |
| 1351 | 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. | 1360 | U.S. NOTICE - OVERBOOKING OF FLIGHTS: Airline flights may be overbooked, and there is a slight chance that a seat will not be available on a flight for which a person has a confirmed reservation. |
| 1361 | If the flight is overbooked, no one will be denied a seat until airline personnel first ask for volunteers willing to give up their reservation in exchange for compensation of the airline's choosing. | ||
| 1362 | If there are not enough volunteers, the airline will deny boarding to other persons in accordance with its particular boarding priority. | ||
| 1363 | With few exceptions, including failure to comply with the carrier's check-in deadline, persons denied boarding involuntarily are entitled to compensation. | ||
| 1364 | The complete rules for the payment of compensation and each airline's boarding priorities are available at all airport ticket counters and boarding locations. | ||
| 1365 | Some airlines do not apply these consumer protections to travel from some foreign countries, although other consumer protections may be available. | ||
| 1366 | Check with your airline or your travel agent. | ||
| 1388 | SPECIAL BAGGAGE LIABILITY LIMITATIONS FOR U.S. TRAVEL: For domestic travel completely within the U.S., federal rules require any limit on a carrier’s baggage liability to be at least US $3,800 per passenger, or the amount currently mandated by 14 CFR 254.5. Boarding Requirements You must comply with all applicable airline boarding requirements, which include check-in times and gate arrival times. | ||
| 1389 | You must arrive at the airport with enough time to complete all boarding requirements. | ||
| 1390 | Failure to comply with boarding requirements may result in the airline canceling your itinerary. | ||
| 1397 | Advice to International Passengers on Limitations of Liability: Passengers traveling to a final destination or a stop in a country other than the country of departure are advised that the provisions of an international treaty (the Warsaw Convention, the 1999 Montreal Convention, or other treaty), as well as a carrier's own contract of carriage or tariff provisions, may be applicable to their entire journey, including any portion entirely within the countries of departure and destination. | ||
| 1398 | The applicable treaty governs, and may limit, the liability of carriers to passengers for death or personal injury, destruction or loss of, or damage to, baggage, and for delay of passengers and baggage. | ||
| 1399 | Additional protection can usually be obtained by purchasing insurance from a private company. | ||
| 1400 | Such insurance is not affected by any limitation of the carrier's liability under an international treaty. | ||
| 1401 | For further information, consult your airline or insurance company representative. | ||
| 1402 | Dangerous Goods/Hazardous Materials U.S. Federal law forbids transporting hazardous materials aboard aircraft, whether in your luggage or on your person. | ||
| 1403 | A violation can result in five years' imprisonment and penalties of $250,000 or more (49 U.S.C. 5124). | ||
| 1404 | Hazardous materials include explosives, compressed gases, flammable liquids and solids, oxidizers, poisons, corrosives, and radioactive materials. | ||
| 1405 | Examples: Paints, lighter fluid, fireworks, tear gases, bottled oxygen, and radio-pharmaceuticals. | ||
| 1406 | Lithium batteries are not allowed in checked luggage. | ||
| 1407 | There are special exceptions for small quantities (up to 70 ounces total) of medicines and toiletries carried in your luggage, and for certain smoking materials carried on your person. | ||
| 1408 | For further information contact your airline or see https://www.faa.gov/hazmat/packsafe/ . | ||
| 1401 | For information on reviews, ranking, how we make money, and more, check out How We Work , which is also part of our Terms. | 1431 | For info on reviews, ranking, how we make money (and more), check out How We Work . |
| 1414 | It applies as well as section A (which applies to all Travel Experiences). | — | Removed |
| 1426 | By making a Booking, you are confirming that you: have read and accept the Service Provider’s terms (where applicable) agree to contact the Service Provider directly about anything that goes wrong understand that the Service Provider is responsible for arranging and providing your Private Transportation, choosing routes, setting prices, and providing all relevant information accept that we just provide a booking platform (known as an API service) and will not be liable for any loss you suffer because of anything the driver/Service Provider does or does not do, except as set out in “Limitation of liability” (A18). | 1455 | By making a Booking, you are confirming that you: have read and accept the Service Provider's terms agree to contact the Service Provider directly about anything that goes wrong understand that the Service Provider is responsible for arranging and providing your Private Transportation, choosing routes, setting prices, and providing all relevant information accept that we just provide a booking platform (i.e. an API service), and will not be liable for any loss you suffer because of anything the driver/Service Provider does or does not do. |
| 1459 | Booking.com Transport Limited will arrange the payment for your Booking. | 1488 | Booking.com Transport Limited is the merchant of record for your Booking. |
| 1460 | For details of our payment process, refer to “Payment” (A7) above. 2. | 1489 | For details of our payment process, see “Payment” (A7) above. 2. |
| 1483 | You probably won’t be entitled to a refund once your Booking is confirmed. 2. | 1512 | You probably won’t be entitled to a refund once your Booking is confirmed. |
| 1513 | If your plans change, contact our Customer Service team to discuss any options that might be available. 2. | ||
| 1486 | For example, if: the Service Provider becomes insolvent or is genuinely unable to honor your Booking, in which case we'll do our best to arrange alternative transport (and we'll refund you in full if we can't) you are in breach of these Terms and/or the Service Provider’s terms, in which case you may not be entitled to a refund. | 1516 | For example, if: the Service Provider becomes insolvent or is genuinely unable to honor your Booking, in which case we'll do our best to arrange alternative transport (and we'll refund you in full if we can't) you breach these Terms and/or the Service Provider's terms, in which case you won't be entitled to any refund. |
| 1506 | You won't be entitled to a refund if your ride doesn't go ahead as planned because: the driver/Service Provider can't contact you one or more passengers isn't at the pick-up location on time, and you haven't requested a new pick-up time you request unreasonable changes to the pick-up time or Journey you don’t tell us/the Service Provider/the driver about a change you want to make you’d provided incorrect details when booking your Private Transportation (e.g. pick-up location, contact details, number of people, amount of luggage, etc.). | 1536 | You won't be entitled to a refund if your ride doesn't go ahead as planned because: the driver/Service Provider can't contact you one or more passengers isn't at the pick-up location on time, and you haven't requested a new pick-up time you request unreasonable changes to the pick-up time or Journey you don’t tell us/the Service Provider/the driver about a change you want to make you’d provided incorrect details when booking your Private Transportation (e.g. pick-up location, contact details, number of people, amount of luggage, etc.) of something that one or more passengers did/didn’t do. |
| 1515 | If anything needs to be repaired or cleaned because someone in your group has done something unreasonable or is in breach of these Terms, you will be responsible for the cost of repairs/cleaning. | 1545 | If anything needs to be repaired or cleaned because someone in your group has done something unreasonable or is in breach of these terms, you’ll be responsible for the cost of repairs/cleaning. |
| 1517 | For information on reviews, ranking, how we make money, and more, check out How We Work , which is also part of our Terms. | 1547 | For info on reviews, ranking, how we make money (and more), check out How We Work . |
| 1548 | G. | ||
| 1549 | Cruises We do not (re)sell, offer, or provide any cruises on our own behalf. | ||
| 1550 | Booking.com Cruises are offered and sold by World Travel Holdings, Inc. | ||
| 1551 | (“WTH”). | ||
| 1552 | When you call Booking.com Cruises or visit https://cruises.booking.com, you’re interacting directly with WTH. | ||
| 1553 | When you book a cruise, you’re entering into a contract with WTH and are subject to WTH’s Terms and Conditions. | ||
| 1554 | Booking.com is not responsible for your cruise and (to the fullest extent permitted by law) has no liability to you in relation to your booking. | ||
| 1519 | Corporate contact “Booking Confirmation” (in the “Car rentals” section) means the confirmation email and coupon we send you, explaining the details of your Booking. “Booking Network Sponsored Ads” means our program that lets Accommodation Service Providers bid through a third party (Koddi) for their product to appear in second place when your search results are ordered by “Our top picks.” “Cash Credits” means a benefit with a monetary value that you can “cash out” to the Payment Method that we have on file for you, or put toward the cost of a future Travel Experience. “Contract of Carriage” means the contract between you and the Service Provider, which deals with your Flight. “Credits” means a benefit with a monetary value. | 1556 | Corporate contact “Booking Confirmation” (in the “Car rentals” section) means the confirmation email and coupon we send you, explaining the details of your Booking. “Cash Credits” means a benefit with a monetary value that you can “cash out” to the Payment Method that we have on file for you, or put toward the cost of a future Travel Experience. “Contract of Carriage” means the contract between you and the Service Provider, which deals with your Flight. “Credits” means a benefit with a monetary value. |
| 1520 | There are “Cash Credits” and “Travel Credits.” “Credit Card Cashback” means a benefit with a monetary value that can be cashed out to the credit card that we have on file for you, but can’t be put toward the cost of a future Travel Experience. “Connectivity Partner” means a company that allows properties and Booking.com to communicate accommodation information and customers’ booking data. “Currency Conversion Rate” means the rate that we use to convert currency; this is currently the WM/Refinitiv Closing Spot Rate, but this may change. “Eligible Booking” means a Booking that meets the criteria to qualify for a Reward. “Flight” means the provision of a flight by a Service Provider (throughout Section E, “Service Provider” means the airline). “Group Company” means an affiliate of Booking.com – either a direct shareholding of Booking.com or part of the Booking Holdings Inc. group. “Individual Reward Criteria” means rules that apply to certain Rewards in addition to the general “Rewards, Credits, & Wallet” terms (A13) above. “Intermediation Contract” (in the “Flights” section) means the contract between you and the Third-Party Aggregator, which deals with the way they arrange your Flight ticket (and, in some cases, any extras) with the airline or another company. “Main Driver” means the driver whose details were entered during the booking process. “On-Demand Private Transportation” means a private vehicle that you request when you arrive at the pick-up location (or just before). “Pay In Your Own Currency” means the payment option that we sometimes offer when a Service Provider doesn’t use your currency. | 1557 | There are “Cash Credits” and “Travel Credits.” “Credit Card Cashback” means a benefit with a monetary value that can be cashed out to the credit card that we have on file for you, but can’t be put toward the cost of a future Travel Experience. “Currency Conversion Rate” means the rate that we use to convert currency; this is currently the WM/Refinitiv Closing Spot Rate, but this may change. “Eligible Booking” means a Booking that meets the criteria to qualify for a Reward. “Flight” means the provision of a flight by a Service Provider (throughout Section E, “Service Provider” means the airline). “Group Company” means an affiliate of Booking.com – either a direct shareholding of Booking.com or part of the Booking Holdings Inc. group. “Individual Reward Criteria” means rules that apply to certain Rewards in addition to the general “Rewards, Credits, & Wallet” terms (A13) above. “Intermediation Contract” (in the “Flights” section) means the contract between you and the Third-Party Aggregator, which deals with the way they arrange your Flight ticket (and, in some cases, any extras) with the airline or another company. “Main Driver” means the driver whose details were entered during the booking process, the only person who can change or cancel that Booking, or discuss it with us (unless they tell us they nominate someone else to do this). “On-Demand Private Transportation” means a private vehicle that you request when you arrive at the pick-up location (or just before). “Our Services” (in the “Car rentals” section) means our online car rental reservation system, through which Service Providers can offer their products and services, and you can book them. “Pay In Your Own Currency” means the payment option that we sometimes offer when a Service Provider doesn’t use your currency. |
| 1521 | This option lets you pay in your currency instead. “Payment Method” means the method used to pay for a Booking, which might be a credit/debit card or an alternative payment method. “Pick-up” (in the “Car rentals” section) means the process at the start of your Rental, when you provide the required ID and other documentation, pay for any fees and additional extras, enter into the Rental Agreement, and collect your car. “Pick-up Time” (in the “Car rentals” section) means the (local) date and time you’re due to pick up your car, as stated in your Booking Confirmation. “Pick-up Time” (in the “Private and Public Transportation” section) means the (local) time when a Pre-Booked Private Transportation is due to reach the pick-up location, or when an On-Demand Private Transportation actually reaches the pick-up location. “Platform” means the website/app on which you can book Travel Experiences, whether owned or managed by Booking.com or by a third-party affiliate. “Pre-Booked Private Transportation” means a private vehicle that you request at least 2 hours before you arrive at the pick-up location. “Private Transportation Journey” means the private transportation journey as set out in the Booking (including any changes after the Booking was made). “Public Transportation” means trains, buses, trams, and other types of public transportation. “Public Transportation Journey” means the public transportation journey as set out in the Booking (including any changes after the Booking was made). “Rental” (or “Car Rental”) means the provision of a car by a Service Provider (throughout Section D, “Service Provider” means the rental company that provides the car). “Rental Agreement” means the contract between you and the Service Provider, which you sign at pick-up. | 1558 | This option lets you pay in your currency instead. “Payment Method” means the method (e.g. credit card, debit card, bank account, PayPal, ApplePay, etc.) used to make a payment or transfer money. “Pick-up” (in the “Car rentals” section) means the process at the start of your Rental, when you provide the required ID and other documentation, pay for any fees and additional extras, enter into the Rental Agreement, and collect your car. “Pick-up Time” (in the “Car rentals” section) means the (local) date and time you’re due to pick up your car, as stated in your Booking Confirmation. “Pick-up Time” (in the “Private and Public Transportation” section) means the (local) time when a Pre-Booked Private Transportation is due to reach the pick-up location, or when an On-Demand Private Transportation actually reaches the pick-up location. “Platform” means the website/app on which you can book Travel Experiences, whether owned or managed by Booking.com or by a third-party affiliate. “Pre-Booked Private Transportation” means a private vehicle that you request at least 2 hours before you arrive at the pick-up location. “Private Transportation Journey” means the private transportation journey as set out in the Booking (including any changes after the Booking was made). “Public Transportation” means trains, buses, trams, and other types of public transportation. “Public Transportation Journey” means the public transportation journey as set out in the Booking (including any changes after the Booking was made). “Rental” (or “Car Rental”) means the provision of a car by a Service Provider (throughout Section D, “Service Provider” means the rental company that provides the car). “Rental Agreement” means the contract between you and the Service Provider, which you sign at pick-up. |
| 1523 | In most cases, Rewards will be Travel Credits, Cash Credits, a Credit Card Cashback, or a coupon for an item of some kind. “Service Provider” means the provider of a travel-related product or service on the Platform, including but not limited to the owner of a hotel or other property (for an “accommodation” Booking), a museum or park (for an “attraction” Booking), or a car rental company or airline (for a “transport” Booking). “Services” (in the “Private and Public Transportation” section) means the provision of a Public Transportation Journey or Private Transportation Journey. “Terms” means these terms of service. “Third-Party Aggregator” means a company that acts as either (a) an intermediary between you and the Service Provider or (b) a reseller of the Travel Experience. “Third-Party Terms” (in the “Flights” section) means both the Intermediation Contract with the Third-Party Aggregator (for the ticket) and the Contract of Carriage with the airline (for the Flight itself). “Travel Credits” means a benefit with a monetary value that you can put toward the cost of a future Travel Experience, but can’t “cash out.” “Travel Experience” means one of the travel-related products or services on the Platform. “Upfront Payment” means a payment that you make when you book a product or service, rather than when you actually use it. “Wallet” means a dashboard in your Account that shows your Rewards, Credits, and other incentives. | 1560 | In most cases, Rewards will be Travel Credits, Cash Credits, a Credit Card Cashback, or a coupon for an item of some kind. “Service Provider” means the provider of a travel-related product or service on the Platform, including but not limited to the owner of a hotel or other property (for an “accommodation” Booking), a museum or park (for an “attraction” Booking), or a car rental company or airline (for a “transport” Booking). “Services” (in the “Private and Public Transportation” section) means the provision of a Public Transportation Journey or Private Transportation Journey. “Terms” means these terms of service. “Third-Party Aggregator” means a company that acts as either (a) an intermediary between you and the Service Provider or (b) a reseller of the Travel Experience. “Third-Party Terms” (in the “Flights” section) means both the Intermediation Contract and the Contract of Carriage. “Travel Credits” means a benefit with a monetary value that you can put toward the cost of a future Travel Experience, but can’t “cash out.” “Travel Experience” means one of the travel-related products or services on the Platform. “Upfront Payment” means a payment that you make when you book a product or service, rather than when you actually use it. “Wallet” means a dashboard in your Account that shows your Rewards, Credits, and other incentives. |
| 1524 | DATE: October 31, 2023 List your property Mobile version Your account Make changes online to your booking Customer Service Help Become an affiliate Booking.com for Business Countries Regions Cities Districts Airports Hotels Places of interest Homes Apartments Resorts Villas Hostels B&Bs Guest Houses Unique places to stay Reviews Discover monthly stays Travel articles Seasonal and holiday deals Traveller Review Awards Car rental Flight finder Restaurant reservations Booking.com for Travel Agents About Booking.com Customer Service Help Partner help Careers Sustainability Press Center Safety Resource Center Investor relations Terms of Service Partner dispute How We Work Privacy Notice Modern Slavery Statement Human Rights Statement Corporate contact Content guidelines and reporting Extranet Log-in Copyright © 1996–2026 Booking.com™. | 1561 | DATE: November 17, 2023 List your property Mobile version Your account Make changes online to your booking Customer Service Help Become an affiliate Booking.com for Business Countries Regions Cities Districts Airports Hotels Places of interest Homes Apartments Resorts Villas Hostels B&Bs Guest Houses Unique places to stay Reviews Discover monthly stays Travel articles Seasonal and holiday deals Traveller Review Awards Car rental Flight finder Restaurant reservations Booking.com for Travel Agents About Booking.com Customer Service Help Partner help Careers Sustainability Press Center Safety Resource Center Investor relations Terms of Service Partner dispute How We Work Privacy Notice Don't sell or share my personal information Modern Slavery Statement Human Rights Statement Corporate contact Content guidelines and reporting Extranet Log-in Copyright © 1996–2026 Booking.com™. |
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