Terms & Conditions

1. Acceptance and eligibility

These Terms & Conditions govern your use of this website and every booking you make with Zeptotravel LLC, whether online or through our telephone desk. By searching, requesting a quote, or making a booking you accept them. If you do not accept them, do not use the service.

You must be at least 18 years old and legally capable of entering into binding contracts. If you book for other people, you confirm that you are authorised to act for each of them, that you have given them these terms and the applicable supplier terms, and that you accept financial responsibility for the whole booking including any later charges. Bookings involving unaccompanied minors are accepted only where the operating carrier permits them and only after the carrier’s own unaccompanied-minor procedure has been completed; a handling fee applies as published in our service fee schedule.

2. Our role: agent, not supplier

Zeptotravel is a travel agency and booking intermediary. We are not an airline, a vehicle rental company or an insurer, and we do not own, control, operate or staff any aircraft, vehicle or facility used to deliver what we sell. What we sell is the arranging of a booking with a third-party supplier, together with the advisory and post-booking service that goes with it.

This distinction has real consequences and we would rather you understand it now than during a disruption. The travel contract is between you and the supplier. The supplier is responsible for delivering the flight or the vehicle, and for the consequences of failing to do so — delay, cancellation, downgrade, denied boarding, overbooking, loss of or damage to baggage, injury, and the quality and safety of what is delivered. We are responsible for arranging the booking with reasonable care and skill, for representing accurately what we were told, and for doing the post-booking work you ask us to do. We do not guarantee a supplier’s performance, and we are not liable for it, except where the loss was caused by our own negligence or breach.

Where a supplier fails, we will act for you: we will contact the supplier’s trade desk, pursue a refund or a waiver on your behalf, document what happened, and tell you plainly whether we think you have a claim and against whom. That is service, not liability.

3. Supplier terms prevail

Every booking is additionally governed by the supplier’s own terms — the airline’s conditions of carriage and the fare rules filed for the specific fare, and the rate rules and the rental agreement you sign at the counter. Those documents are made available to you before you pay, and where they conflict with any general description on this website, the supplier’s terms prevail as to the travel product itself. These Terms & Conditions continue to govern the relationship between you and us.

If you cannot find a supplier rule that matters to you — the change penalty, the cancellation deadline, the baggage allowance, the fuel policy — call +1-888-555-0119 before you pay and an advisor will read it to you from the source.

4. Traveller details and name matching

You are responsible for the accuracy of every detail you give us: full names, dates of birth, gender markers, contact numbers, email address, travel document details, and the dates, times and locations of travel. Check your confirmation the moment it arrives.

Names on air tickets must match the travel document you will present, in the order the document shows them. Airlines treat a mismatched name as an invalid ticket, and there is no general right to correct one after ticketing: some carriers allow a minor spelling correction, some require a reissue at the current fare, and some require cancellation and rebooking. Middle names, hyphens, suffixes and double surnames are the usual culprits. Tell us immediately if anything is wrong — within the first 24 hours a correction is usually simple and often free; after that it is a supplier process with a supplier cost plus our name-correction fee. We are not liable for costs arising from details you gave us incorrectly, or from a failure to check the confirmation.

5. Pricing and currency

Prices are quoted in US dollars unless expressly stated otherwise, and are the total amount payable per traveller including all mandatory taxes, government-imposed fees and carrier-imposed surcharges known at the time of quotation, consistent with US Department of Transportation full-fare advertising requirements at 14 CFR 399.84. Optional extras — seats, checked bags, vehicle counter charges and extras, insurance and our own post-ticketing service fees — are itemised separately and are not included in the headline price unless we say they are.

Fares and rates are live and unreserved. They can change or sell out between the moment you see them and the moment we ticket. We do not guarantee any price until the booking is confirmed and, for air, until the ticket is issued. How this works in detail, including how we handle obvious pricing errors, is set out in Price Accuracy & Fare Rules. We make no “lowest price” claim; where a published online fare is cheaper than what we can quote, our advisors are instructed to tell you.

6. Payment and chargebacks

By providing payment details you authorise Zeptotravel LLC, or the supplier where the supplier is the merchant of record, to charge the total quoted amount. Some bookings are charged by us; some are charged directly by the airline or the rental company; some are split. We tell you which before you pay, and your statement descriptor may therefore show the supplier’s name rather than ours.

You confirm that you are the cardholder or have the cardholder’s express permission. We may decline or cancel a booking that fails fraud screening or card verification, and we may ask for additional verification before ticketing — a card authorisation form, a copy of the cardholder’s identification, or a call-back to the cardholder. If verification is not completed in time, the booking may be cancelled and any held fare lost.

If you dispute a charge with your card issuer, tell us first. A chargeback filed against a ticket that has already been issued does not cancel the ticket; it leaves you holding a live reservation you have not paid for, and the airline may invalidate it. We will respond to chargebacks with the booking record, the recorded call, the fare rules quoted to you and the confirmation you received. Where a chargeback is reversed in our favour, we may recover the associated processing costs. Nothing here limits your statutory rights against your card issuer.

7. When a booking becomes a contract

Submitting a search, a quote request or even a payment authorisation does not by itself create a booking. A contract forms only when the supplier confirms the reservation and, for air travel, when the ticket is actually issued and a ticket number is returned to us. Until then, the price and the availability are provisional.

Occasionally a reservation is confirmed by the reservation system but rejected at ticketing — the fare has been withdrawn, the class of service has closed, the itinerary breaks a fare rule, or the payment is declined. If that happens we will tell you promptly, offer the nearest equivalent at the current price, and if you do not want it, cancel and refund anything charged in full. Our liability in that situation is limited to that refund.

8. Our service fees

Our fees are published in the Post-Ticketing Service Fee Schedule. Every fee is an agency fee for our work; it is separate from, and in addition to, any supplier penalty or fare difference, and we always identify which is which. Fees are quoted to you before work begins and you can decline. We do not charge a fee for a cancellation made within a valid 24-hour risk-free window, or for quotes, general questions, schedule-change monitoring or involuntary rebooking. Where the supplier issues a waiver, our fee is waived too.

9. Changes, cancellations and refunds

Change and cancellation rights come from the fare rule or rate plan you bought, not from us. Some tickets are fully refundable, some are changeable for a fare difference, some are non-refundable and non-changeable. We will tell you which before you pay and repeat it on your confirmation. The full framework, including the DOT 24-hour risk-free window, airline-initiated cancellations, credits and processing timelines, is in our Refund & Cancellation Policy, which forms part of these terms.

10. Passports, visas and entry rules

Obtaining and holding valid travel documents is your responsibility, not ours. That includes a passport with sufficient remaining validity (many countries require six months beyond your date of entry and a specified number of blank pages), any visa or electronic travel authorisation required for your destination and for every country you transit, onward or return ticket evidence, proof of funds or accommodation where it is demanded, and documentation for minors travelling with one parent or with another adult.

Entry requirements depend on your nationality, your residency, your itinerary and your purpose of travel, and they change without notice. Our advisors will tell you what we know and where to check, but we are not immigration advisers and information we give you is general guidance, not advice you should rely on in place of the official source. Check the destination government’s official website and, for US travellers, the US Department of State country information pages. If you are denied boarding or refused entry because a document was missing, invalid or incorrectly named, the airline’s fare rules govern what if anything is refundable, and we are not liable for the cost.

11. Health and vaccination requirements

You are responsible for meeting any health requirement that applies to your itinerary — vaccinations, certificates, testing, and any declaration a destination requires. Requirements are set by governments and can change quickly. Consult a travel health professional and the US Centers for Disease Control and Prevention travel health notices well before departure; some vaccinations must be given weeks in advance to be valid. If you have a medical condition that affects travel, tell us at the time of booking so that we can pass any assistance request to the supplier and tell you which carriers require medical clearance. We do not give medical advice.

12. Travel insurance

We strongly recommend travel insurance for every trip, bought at the time you book. Most non-refundable travel is only recoverable through insurance, and many policies restrict pre-existing-condition coverage or cancel-for-any-reason benefits to policies purchased within a short window of the first trip payment. Read the policy wording, especially the exclusions. Where we arrange insurance, the insurer’s policy document governs the cover and any claim is between you and the insurer. Choosing not to insure is your decision, and its consequences are yours.

13. Force majeure

Neither party is liable for failure or delay in performance caused by events beyond its reasonable control, including acts of God, severe weather, natural disaster, fire, flood, earthquake, volcanic activity, epidemic or pandemic and any governmental response to one, war, terrorism, civil unrest, strike or industrial action, air traffic control restriction, airport or airspace closure, border closure, sanctions, cyber attack, or failure of a public utility or telecommunications network. Where a force majeure event prevents travel, what you get back depends on the supplier’s rules and on any waiver it publishes; we will pursue the maximum recovery available to you and will not charge our service fee for doing so where the supplier has issued a waiver.

14. Limitation of liability

To the fullest extent permitted by law, and except as stated in the carve-outs below:

• We are not liable for the acts, errors, omissions, representations, warranties, breaches, negligence or insolvency of any supplier, or for personal injury, death, property damage or other loss arising from them.
• We are not liable for indirect, incidental, special, punitive or consequential damages, or for loss of profit, revenue, data, enjoyment or opportunity, however caused.
• Our total aggregate liability arising out of or relating to a booking is limited to the total service fees we charged you for that booking, or one hundred US dollars, whichever is greater.
• The website and its content are provided “as is”. We disclaim implied warranties of merchantability, fitness for a particular purpose and non-infringement to the extent the law allows.

Carve-outs. Nothing in these terms limits or excludes our liability for our own fraud or fraudulent misrepresentation, for death or personal injury caused by our negligence, for wilful misconduct or gross negligence, or for any liability that cannot lawfully be limited. Some jurisdictions do not allow the exclusion of certain warranties or the limitation of certain damages, so parts of this section may not apply to you; the rest continues to apply. Nothing here affects your rights against a carrier under the Montreal or Warsaw Conventions, or your statutory consumer rights.

15. Indemnity

You agree to indemnify and hold harmless Zeptotravel LLC, its officers, employees and agents against claims, losses, liabilities, costs and reasonable legal fees arising from your breach of these terms, from information you gave us that was incorrect, from your violation of a supplier’s terms or of any law, or from your infringement of a third party’s rights. This does not apply to the extent the claim arises from our own negligence or breach.

16. Third-party links and content

This site links to airline, rental company, government and other third-party pages for your convenience. We do not control them, we do not endorse them, and we are not responsible for their content, accuracy, availability or privacy practices. Supplier-supplied descriptions, photographs, vehicle images, inclusion lists and maps are provided by the supplier or its data provider; we present them in good faith but cannot verify every detail. See our Disclaimer.

17. Intellectual property

The design, text, graphics, code, logos and compilation of this site are owned by Zeptotravel LLC or its licensors and are protected by copyright and trademark law. You may view, download and print pages for your own personal, non-commercial use in connection with a booking. You may not otherwise reproduce, republish, distribute, adapt or create derivative works from them without our written permission. Third-party trademarks appearing on this site belong to their owners and are used only to identify products we can book on your behalf; that use does not imply endorsement or affiliation.

18. Prohibited use and scraping

You may use this site only to make legitimate bookings and enquiries for yourself or for people you are authorised to act for. You may not: make speculative, false or fraudulent bookings; use automated systems, robots, spiders or scrapers to access, monitor or copy the site or its pricing; circumvent, or attempt to circumvent, technical measures or rate limits; reverse engineer any part of the service; interfere with its operation or security; resell or redistribute our content or pricing; or use the site in a way that imposes an unreasonable load on our infrastructure. We may suspend access, cancel bookings and pursue remedies for breach of this section.

19. Disputes and arbitration

We would much rather solve a problem than argue about it. This section explains the process, including an arbitration agreement that affects how disputes are resolved. Read it carefully and note the opt-out in 19.3.

19.1 Talk to us first

Before starting any formal proceeding, send a written notice of dispute to legal@zeptotravel.com or to Zeptotravel LLC, 1201 Orange Street, Suite 600, Wilmington, DE 19801, USA, describing the problem, your booking reference and what you want. We will do the same if we have a dispute with you. Both sides agree to try in good faith to resolve it informally for 60 days from receipt of that notice. Most matters end here.

19.2 Binding arbitration

If the dispute is not resolved within 60 days, either party may elect to resolve it by binding individual arbitration rather than in court, administered by a recognised arbitration provider under its consumer arbitration rules, before a single arbitrator. The Federal Arbitration Act governs the interpretation and enforcement of this agreement. The arbitrator decides all issues except that a court decides whether the class-action waiver in 19.5 is enforceable. Arbitration can be conducted by document submission, telephone or video, or in person in the federal judicial district where you live. The arbitrator may award the same individual relief a court could, and the award may be entered as a judgment. Where our arbitration provider’s consumer rules require us to bear most of the filing and arbitrator fees, we will.

19.3 Your right to opt out — 30 days

19.4 Small claims

Either of us may bring an individual action in a small claims court that has jurisdiction, instead of arbitration, as long as the case stays in that court and stays individual. Either of us may also seek injunctive relief in court to stop infringement or misuse of intellectual property.

19.5 No class actions

Arbitration and small-claims proceedings under this section are individual. Neither of us may bring a claim as a plaintiff or class member in a class, collective, consolidated or representative proceeding, and the arbitrator may not consolidate claims or preside over any form of representative proceeding. If this paragraph is found unenforceable as to a particular claim or request for relief, that claim or request is severed and heard in court while the rest of the dispute proceeds in arbitration. This paragraph does not waive any non-waivable right to bring a public injunctive relief claim.

19.6 Time limit

Any claim relating to a booking must be brought within one year of the date the claim arose, or the shortest period the law allows if longer, except where a statute prohibits shortening the limitation period.

20. Governing law and venue

These terms and any dispute arising from them are governed by the laws of the State of Delaware, USA, without regard to its conflict-of-laws rules and excluding the UN Convention on Contracts for the International Sale of Goods. Where arbitration does not apply — because you opted out, because the claim is in small claims, or because a court finds the arbitration agreement unenforceable — the state and federal courts located in New Castle County, Delaware have exclusive jurisdiction, and both parties consent to that venue. If you are a consumer resident in a jurisdiction whose law gives you the right to bring proceedings locally or to the protection of mandatory local consumer rules, this section does not take that away.

21. General provisions

Severability. If any provision is held invalid or unenforceable, it is modified to the minimum extent needed to make it enforceable, or severed, and the rest remains in force.

Entire agreement. These terms, together with our Privacy Policy, Cookie Policy, Refund & Cancellation Policy, Service Fee Schedule and Price Accuracy & Fare Rules, and any booking-specific confirmation we send you, form the entire agreement between us about your use of this service and supersede earlier discussions. Nothing in this paragraph excludes liability for fraudulent misrepresentation.

No waiver. If we do not enforce a provision, that is not a waiver of it.

Assignment. You may not assign or transfer your rights under these terms without our written consent; a travel booking is personal to the named traveller and, in the case of air tickets, is non-transferable as a matter of airline rule. We may assign these terms to an affiliate or to a successor in a merger or sale of assets, on notice to you.

Notices. We give notice to the email address on your booking; you give notice to legal@zeptotravel.com or to the postal address above. Email notice is treated as received on the day it is sent unless it bounces.

Relationship. Nothing here creates a partnership, joint venture, employment or franchise relationship between us.

Third parties. Except for the indemnified parties named in section 15, no third party has rights under these terms.

Seller of travel registration. Zeptotravel does not currently hold a seller-of-travel registration in any state, and no such registration is claimed anywhere on this site. Several states — including California, Florida, Hawaii and Washington — require a seller of travel to register before selling travel to their residents. Where a state imposes that requirement on us, we will complete the registration before selling to residents of that state and will publish the registration number on this page and in the site footer. Registration as a seller of travel, once held, does not constitute approval by the registering state.

22. How we change these terms

We may amend these terms to reflect changes in our service, in supplier practice or in the law. The version in force at the moment you make a booking is the version that governs that booking, and we retain prior versions. Material changes take effect 30 days after we post them here and update the effective date; where we hold your email address and you have booked in the previous 24 months, we will also email you. Continuing to use the site after the change takes effect means you accept the amended terms for future bookings. If you do not accept a change, stop using the service; existing bookings continue on the terms that applied when they were made.