Booking and Supplier Conditions

These conditions apply to every Booking your agency makes through Premium Choice Travel Designers with Premium Choice Travel DMCC (Premium Choice, we). They form part of the Agency Trade Agreement, and words defined there have the same meaning here. Where a Booking screen shows a more specific rule for a particular rate, that rule applies to that Booking.

1. Who provides the service

1.1 Hotels, airlines, transfer operators, activity providers and bed banks (Suppliers) provide the Travel Services. We arrange them on the Suppliers' behalf.

1.2 Each Supplier's own conditions also apply to its Travel Service. That includes an airline's conditions of carriage and fare rules, and a hotel's house rules. We show you the Supplier conditions we receive. You must pass them on to your Client.

2. Who may book

2.1 Only an approved account may hold or book. While an account is pending verification, it may search and see Net Rates.

2.2 Your agency may set booking limits for its Users. A Booking above a User's limit needs approval from a manager in your agency before it can be made. One approval covers one Booking.

3. Prices

3.1 The price shown is your Net Rate: what your agency pays us. It includes the taxes and fees the Platform shows as included.

3.2 Some local taxes and fees are payable by the Traveller directly to the Supplier, such as a city or tourism fee collected by a hotel. We show them where the Supplier tells us of them.

3.3 We check the price with the Supplier again before we confirm. If it has changed, we show you both prices and book only if you accept the new one.

3.4 Where a price is converted from another currency, the rate we used is recorded on the Booking.

4. Holds

4.1 You may hold a refundable hotel rate that is not on request. A hold books the room for real, and nothing is charged while it is held. It lasts until 24 hours before the rate's free-cancellation deadline, or for 4 days, whichever is sooner. The Booking shows the exact time.

4.2 An airline may allow a fare to be held. Where it does, the hold lasts until one hour before the airline's own payment deadline, or for 24 hours, whichever is sooner. The Booking says whether the airline guarantees the price during the hold. You cannot add extra bags or seats to a held flight.

4.3 To keep a held Booking, confirm it before the hold ends. Payment is taken when you confirm. A hold that is not confirmed in time is released at no charge.

4.4 When you confirm a held flight, we pay the airline at that moment. If the price has changed or the airline has released the hold, nothing is charged and the Booking is not made.

5. Confirmation

5.1 Most Bookings are confirmed when you book. Some rates are on request: the Supplier must accept them first. We tell you as soon as they do, or decline them if they do not.

5.2 For a hotel we contract directly, the Booking is confirmed to you when the hotel acknowledges it. Until then, the Platform shows it as waiting for the hotel, and the voucher is not yet available. If the hotel cannot accept the Booking, our operations team contacts you with options.

5.3 A Supplier may not answer before a timeout, so that we cannot tell whether a Booking was made. In that case we hold the payment and establish the outcome with the Supplier. We never send the Booking again while the outcome is unknown. The Booking then becomes confirmed, or fails with a full refund.

5.4 A hotel's own confirmation number may arrive after the Booking is confirmed. When it does, we add it to the Booking and issue an updated voucher.

6. Payment

6.1 A Booking paid from your wallet is paid when it is made. If the wallet balance, plus any credit limit on that wallet, cannot cover it, the Booking is not made.

6.2 A prepaid Booking not paid at the time of booking must be paid by its payment deadline. The deadline is 3 days before the rate's free-cancellation date. If that date is sooner, the deadline is 24 hours after booking.

We remind you 5 days and 1 day before the deadline. An unpaid Booking is released at the deadline if releasing it still costs nothing. A non-refundable Booking is never released automatically: our team contacts you instead.

6.3 On a credit facility, a Booking falls due 15 working days (Monday to Friday) after check-out or the end of the service, unless your Credit Facility Addendum says otherwise.

6.4 If you use a client payment link, your Client pays the client price you set. The Booking is paid once our payment provider confirms the payment to us. Being redirected back to the Platform is not confirmation. The difference above the Net Rate is credited to your wallet.

6.5 Tax invoices are issued for confirmed Bookings. They become available to you once the Booking is paid, or, on credit, once it is settled.

7. Changes

7.1 You may amend or cancel a hotel Booking through the Platform only before the check-in date, counted on the hotel's local calendar. From the day of arrival, contact our operations team.

7.2 When you amend a stay, we show you the price difference and any amendment charge, and change the Booking only once you confirm. The Supplier's amendment charge is passed on at cost. A larger stay is charged to your wallet. A smaller stay is credited to it.

7.3 An amended Booking with a directly contracted hotel is confirmed again by the hotel from a revised order.

7.4 Name changes, date changes and extra services on flights, transfers and activities are subject to the Supplier's rules. Some cannot be changed at all.

8. Cancellation

8.1 Each rate has its own cancellation terms, shown before you book and on the Booking. For a hotel, "today" is the hotel's local date.

8.2 Before you cancel, the Platform shows what cancelling costs now and what is refunded. A cancellation that costs something needs you to accept that cost.

8.3 A non-refundable rate is charged in full whenever it is cancelled.

8.4 A cancellation refund goes back to where the Booking was paid from:

• Wallet: to the wallet.
• Client payment link: to the card your Client used, for what we were paid. The amount your agency added above the Net Rate stays with your agency. What you refund your Client is between you and them.

8.5 A flight is cancelled on the airline's terms. Any airline penalty and our service fee are shown before you book, as the share of the price that is not refunded.

8.6 If a Supplier cancels or cannot provide a Travel Service, we tell you as soon as we know. We refund what we recover from the Supplier, and help you find an alternative.

9. Flights

9.1 Passenger names must match the travel documents exactly. The airline may refuse a passenger whose name does not match, and a name correction may not be possible or may be charged.

9.2 Extra bags and seats are sold at the airline's price plus our service charge, shown before you book. They are paid with the ticket and are subject to the airline's rules.

9.3 We pass dates of birth, contact details and passport details to the airline to issue the ticket. We do not keep them on the Booking. Ticket numbers and the airline's booking reference are kept.

9.4 Check-in, travel documents, visas and health requirements are the Traveller's responsibility. You must tell your Client about them.

10. Transfers and activities

10.1 For an airport, port or station pickup, give the arrival time and the flight, ship or train number. The driver's waiting time is shown on the Booking. A missed pickup caused by wrong details or a Traveller's delay beyond that time may be charged in full.

10.2 Some activities require answers to the provider's questions, such as a pickup hotel. We cannot book without them.

10.3 Meeting points, times and inclusions are as the provider describes them on the Booking and voucher.

11. Vouchers and documents

11.1 A voucher is available once a Booking is confirmed. Give it to the Traveller. When a Booking changes, we issue a new version of the voucher and keep earlier versions.

12. Loyalty points

Where your agency takes part in our loyalty programme:

• points are earned on eligible paid Bookings once the stay or service is over;
• points expire as the programme rules state;
• points can pay part of a Booking in the programme currency, up to the share the programme allows;
• points have no cash value and cannot be transferred;
• points are restored in proportion if a Booking paid with them is cancelled.

We may change or end the programme on 30 days' notice. Points already available remain usable for at least that period.

13. Problems during travel

If something goes wrong in resort, the Traveller or your agency should contact the Supplier and our emergency contact [●] at once. That gives the Supplier the chance to put it right. A complaint raised only after travel may limit what the Supplier will do. Send written complaints to us within 28 days of the end of the service, with the details and evidence.