Payment Terms

1. Service Provider Fee

The Service Taker (ST) pays the Service Provider (SP) fee for each flight segment on which the SP provides the agreed travel support service:

• Domestic flight segment: $50 per segment
• International flight segment: $100 per segment

A flight segment is one flight from a departure airport to an arrival airport. A segment is domestic when it departs from and arrives in the same country, and international when it departs from one country and arrives in another. The SP Fee for a booking is the total of the fees for every segment on that booking.

For example, for an itinerary from Chicago to Dubai to New Delhi to Ahmedabad, the ST pays $100 for Chicago to Dubai (international), $100 for Dubai to New Delhi (international), and $50 for New Delhi to Ahmedabad (domestic), for a total SP Fee of $250. The SP who provides the service on all three segments receives $250.

The applicable Service Provider fee is paid to the Service Provider after successful completion of the agreed service. Travellios collects the Service Provider fee (the “SP Fee”) as the limited payment collection agent of the Service Provider, and payment of the SP Fee to Travellios satisfies the Service Taker’s payment obligation to the Service Provider.

2. Travellios Platform Fee

Travellios charges a $20 platform fee for connecting the Service Taker with a Service Provider and facilitating the service through the Travellios platform.

The $20 platform fee is paid by the Service Taker and is separate from the Service Provider fee. The platform fee (the “Platform Fee,” also called the Travellios Service Fee in other Travellios policies) is charged once per Service Taker for each connection or booking, regardless of the number of flight segments, and the checkout screen shows its amount and refund terms before payment.

The platform fee is retained by Travellios.

3. Identity Verification Fee

For safety and security purposes, Travellios charges a $5 identity verification fee when identity verification is required. Travellios charges this fee (the “Identity Verification Fee”) to the Service Taker at checkout when the Service Taker’s verification is required, and to a Service Provider only if the Platform displays the fee before the Service Provider begins verification.

Identity verification may be performed through a third-party identity verification provider.

The $5 verification fee is separate from the Service Provider fee and the Travellios platform fee.

4. Total Service Fees

Airline ticket costs, applicable taxes, baggage fees, seat fees, and other airline or government charges are separate.

For a booking with more than one flight segment, the SP Fee is added for each segment, while the Platform Fee and the Identity Verification Fee are charged once. In the example in Section 1, the ST pays $250 in SP Fees, the $20 Platform Fee, and the $5 Identity Verification Fee when verification is required, for a total of $275.

5. Service Provider Payment

The Service Provider will receive the applicable Service Provider fee within three (3) Business Days after completion of the journey.

Travellios holds the SP Fee from checkout until the journey is completed. A Service Taker may file a dispute within forty-eight (48) hours after the scheduled journey completion time (the “Dispute Window”). If no dispute is filed within the Dispute Window and no cancellation, no-show, or service failure has been reported, Travellios releases the SP Fee within three (3) Business Days after the journey completion date.

If a payment is placed on hold because of a dispute or other review, payment may be delayed until the matter has been resolved.

Actual receipt of funds may take additional time depending on the payment provider or financial institution.

6. Cancellation and No-Show Charges

If a Service Provider cancels after accepting a service, fails to appear, or otherwise fails to provide the agreed service, the applicable cancellation/no-show charge is:

• Domestic booking (every flight segment is domestic): $20
• International booking (at least one flight segment is international): $35

The charge applies once per booking, regardless of the number of flight segments. When the Service Taker and Service Provider are connected, Travellios places an authorization hold for the applicable charge on the payment card the Service Provider keeps on file. Travellios releases the hold after the Service Provider completes the agreed service, and it also releases the hold when the Service Taker or the airline cancels the journey. If the Service Provider cancels, fails to appear, or otherwise fails to provide the agreed service, Travellios collects the charge from that card under the Cancellation and Refund Policy. Each charge (the “SP Cancellation Charge”) is a fixed amount that reflects the cost to Travellios of rebooking and supporting the Service Taker.

A Service Provider must keep a valid payment card on file to accept a service request. If an authorization expires before the journey ends, Travellios may place a new authorization for the same amount. If the card declines the hold, Travellios may cancel the connection and offer the Service Taker a replacement Service Provider. If the Service Provider shows that an emergency or a circumstance outside its reasonable control caused the cancellation or failure, Travellios may reduce or waive the charge and release the hold under Section 35 of the Terms of Use. The card issuer controls how quickly a released hold drops off the Service Provider’s statement.

If the Service Provider fails to provide the agreed service, Travellios may also withhold some or all of the Service Provider fee in accordance with the applicable Travellios policies.

When a Service Provider cancels or fails to appear, the Service Taker receives a full refund of the SP Fee, and Travellios also refunds the Platform Fee if the Service Taker does not accept a replacement Service Provider.

7. Disputes

If the Service Taker believes that the Service Provider did not provide the agreed service, the Service Taker may submit a dispute through Travellios.

When a dispute is submitted within the Dispute Window, Travellios holds the SP Fee and completes its review within fourteen (14) Business Days after the dispute is filed. Travellios may extend the review once, by up to ten (10) additional Business Days, when it needs information from a third party, a safety review is open, or the payment provider requires more time, and it will notify both users by email of any extension.

Following the review, Travellios may release all, part, or none of the Service Provider fee based on the circumstances and applicable Travellios policies. Travellios sends its written decision to the Service Taker and the Service Provider by email and refunds any portion of the SP Fee not released to the Service Provider to the Service Taker’s original payment method within ten (10) Business Days after the decision.

8. Airline Ticket Payments

Airline ticket costs are separate from the Travellios fees and Service Provider fee.

Airline ticket prices and availability may change until the booking is confirmed.

Airline cancellations, changes, credits, and refunds are subject to the applicable airline's fare rules and conditions. The booking confirmation identifies the merchant of record for the airfare. When Travellios is the merchant of record, the airline cancels or significantly changes the flight, and you decline the alternative offered, Travellios refunds the fare, taxes, and ancillary fees within seven (7) business days for card payments and twenty (20) calendar days for other payment methods, as federal law requires.

9. Refunds

Refund eligibility is governed by the applicable Travellios Cancellation and Refund Policy and, where applicable, the airline's rules.

The $5 identity verification fee is non-refundable once the verification process has been initiated or completed.

The $20 platform fee is non-refundable once the Service Taker and Service Provider have been successfully connected and the applicable platform services have been provided, except where otherwise required by applicable law or provided under the Cancellation and Refund Policy.

If a Service Taker cancels after the Service Provider connection is confirmed, Travellios deducts an ST Cancellation Charge of $20 for a booking in which every flight segment is domestic or $35 for a booking with at least one international flight segment, once per booking, from the SP Fee refund. No ST Cancellation Charge applies when the airline cancels or significantly changes the flight, when the Service Provider cancels or fails to appear, or when Travellios cancels the booking.

10. Payment Processing

Payments may be processed through third-party payment providers.

By completing a payment, the Service Taker authorizes Travellios and its authorized payment provider to charge the selected payment method for the amount displayed at checkout.

By keeping a payment card on file, the Service Provider authorizes Travellios and its authorized payment provider to place, renew, release, and collect the authorization hold described in Section 6.

A booking is not considered confirmed until the required payment has been successfully processed and confirmation has been issued.

11. Failed or Declined Payments

If a payment is declined, reversed, or otherwise unsuccessful, Travellios may be unable to confirm the booking or service.

The Service Taker is responsible for providing accurate payment information and ensuring sufficient funds or available credit.

12. Taxes and Additional Charges

Applicable taxes, government charges, airline fees, baggage charges, and other mandatory charges may apply.

Any applicable charges will be disclosed during the booking or payment process.

13. Currency

Unless otherwise stated, Travellios fees are displayed in U.S. dollars (USD).

Banks, card issuers, or payment providers may apply currency-conversion or foreign-transaction fees.

14. Payment Errors and Chargebacks

If you believe you have been charged incorrectly, charged more than once, or have an unauthorized transaction, please contact Travellios promptly.

Travellios may investigate the transaction and work with the applicable payment provider to resolve the issue. Contacting Travellios does not limit any right you have to dispute a charge with your card issuer or bank.

15. Changes to Payment Terms

Travellios may update these Payment Terms from time to time.

The terms applicable to a completed booking are those presented to the user when the booking was completed, subject to applicable law.

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