TERMS AND CONDITIONS OF HEYOTRIP
I. ABOUT US AND HOW TO CONTACT US
Heyotrip.com (referred to as "we" or "our") is a website and mobile application (hereinafter referred to as "website") operated by Fuinre Pte. Ltd, a limited liability company located at 16192 Coastal Highway, Lewes, Delaware 19985, County of Sussex, United States of America.
To contact us, please send an email to support@heyotrip.com or use the online support service on the website.
These Terms and Conditions (referred to as "Terms") govern the legal relationship between you and us when you use our website and the services we provide. By using the website or services, you acknowledge that you understand these Terms and agree to be bound by them.
In these Terms, references to "we" or "our" shall mean Heyotrip. When we refer to "you", we mean any individual or entity accessing or using the services.
II. ABOUT THESE TERMS
Our website assists you in gathering travel information and determining the availability of travel products and services. You can also book flights, hotels (hereinafter referred to as "Travel Products") provided by third-party providers (hereinafter referred to as "Suppliers"). We also provide customer support for those who book products on our website. These terms apply to such booking services.
When you book a Travel Product, your booking request will also be subject to the terms and conditions of the relevant Supplier (e.g., terms and conditions of airlines or hotels), and you need to read these terms carefully. This is important because they form a separate legal agreement between you and the relevant Supplier. Please refer to each Travel Product section for further details. In the case of any conflict between the Supplier's terms and conditions and the terms in this document, the terms in this document will take precedence.
Each Travel Product has its own specific terms and conditions (such as cancellation and change policies), which become part of the terms in this document and will be provided to you during the booking process. Please read these carefully before booking the product.
These terms also outline the rules for using our website, including the content standards that will apply when you upload content to the website, link to the website, or interact with the website in any other way.
By using the website and/or completing a booking with us, you confirm that you accept and agree to comply with these terms as well as any applicable terms and conditions of the relevant Supplier. You should read these terms carefully. If you do not understand any part of these terms, please contact us using the contact information in Section 1. If you do not agree with these terms, please do not use our website or complete any booking with us.
If you are booking a Travel Product for multiple individuals, the first person you name will be responsible for (i) providing accurate information about the other individuals, (ii) accepting and ensuring they comply with these terms, (iii) verifying the details in the booking confirmation and immediately contacting us if any details are incorrect, and (iv) paying the full price of the product and any associated additional charges.
We may modify these terms in the future to reflect changes in the relevant terms. We will indicate the last update date at the end of these terms, and any changes will be effective from the date they are published. Please review these terms before using our website or completing a booking to ensure you understand the terms applicable at that time.
III. RULES FOR USING OUR WEBSITE
1.USER RESPONSIBILITIES
1.1 You must be at least 18 years old and have full legal capacity when purchasing and using products on our website and comply with the provisions of these Terms and Conditions.
1.2 To ensure fairness to all users, we will refuse product booking requests that are not intended for personal use, made in bulk, or for resale purposes.
1.3 You are responsible for reading and understanding the policies of the relevant suppliers regarding the product.
1.4 If you arrive later than the time when the Supplier starts providing the product as per the regulations, you need to notify the Supplier directly. Even if you have informed the Supplier beforehand, neither we nor the Supplier guarantee that you will receive the requested products or a refund for any pre-paid amounts in case of late arrival.
1.5 All information and personal data you provide on this platform must be true, accurate, current, and complete. If any information is false, you will be responsible for and indemnify any damages that arise.
1.6 Account Management and Use
a. You cannot transfer or assign your account to any third party. You must ensure the security of your account and any identifying information we provide to you. If you no longer have control of your account, you must immediately notify us so we can temporarily block and/or deactivate your account in a timely and appropriate manner.
b. You are responsible for the use of your account. In the event of unauthorized use of your account or identity due to your password being disclosed, any orders resulting from that unauthorized use will still be considered valid, and we will process those orders. We are not responsible for any losses or damages arising from the unauthorized use of your account. You can contact our customer service department for timely assistance if you find someone is using your account to book products on the website.
c. We have the right to temporarily block, delete, or deactivate your account at our discretion for any reason without prior notice. Reasons for blocking, deleting, or deactivating a user account may include, but are not limited to: (i) violation of these Terms and Conditions; (ii) fraud, theft, or suspicion of fraud; (iii) inaccurate or misleading information, etc.
When providing a review, you agree to ensure that:
You provide accurate reviews based on facts; You are responsible for the content of the review you provide to us; You agree that we may modify reviews (by changing sentences or words we deem inappropriate) but without altering the content of the review;You ensure that the review content does not include confidential information, and we are not responsible for handling any confidential information in the reviews.
2.ACCOUNT INFORMATION
You ensure that all account information you provide is correct, accurate, up-to-date, and complete.
If you provide a password or any other information as part of our security process, you must treat it as confidential and not disclose it to any third party. You fully understand and agree that we will not be responsible for any loss you suffer due to failure to treat it as confidential.
If we reasonably assess that you have failed to comply with any of the terms in this document, we have the right to disable any user identification or password that you choose or we provide at any time.
If you know or suspect that someone else knows your password, you must notify us immediately using the contact details in Section 1.
You are responsible for ensuring the security of the information and password related to your personal account. If you suspect that a fraudulent or unauthorized booking has been made using your payment method through our platform, you must contact our customer service department immediately, and in such cases, we will not be liable.
3. HOW YOU MAY USE MATERIALS ON OUR WEBSITE
We are the owner or have licensed all patents, copyrights, trademarks, business names, domain names, design rights, rights related to computer software, database rights, and all other intellectual property rights in connection with the content, whether registered or not, on our website. All such rights are reserved.
You may not modify, in any form, the paper documents or digital copies of any materials you have printed or downloaded, and you may not use any illustrations, photographs, video clips, audio, or graphics separately from the accompanying text.
The authorship of the content on our website (and of any contributors identified by name) must always be acknowledged.
You may not use any content on our website for commercial purposes without obtaining permission from us or our licensors.
If you print, copy, or download any part of our website in violation of these terms, your right to use the website will terminate immediately, and we may require you to return or destroy any copies of materials you have made.
IV. LIMITATION OF OUR LIABILITY
WE ARE NOT RESPONSIBLE FOR WEBSITES WE LINK TO
If our website contains links to third-party websites and resources, these links are provided solely for your convenience. Providing such links does not imply our endorsement of those websites or the information you may obtain from them.
We may update and modify our website to reflect changes in services, user needs, and other purposes related to our operation and business. We will try to provide reasonable notice of any changes (if any).
We reserve the right to change, delay, suspend, or discontinue all or part of the website.
We do not guarantee that our website or any content on it will always be available or uninterrupted. We may temporarily suspend, withdraw, or limit the availability of all or any part of the website for business and operational reasons, in which case we will make reasonable efforts to notify you.
You are responsible for providing the necessary equipment (including, but not limited to, a suitable device and internet connection) and ensuring that all individuals accessing our website through your internet connection are aware of and comply with these terms and conditions and other applicable terms.
V. INTELLECTUAL PROPERTY RIGHTS
We own all the Intellectual Property Rights on this website. All information and materials, including but not limited to software, text, data, graphics, images, sound, video, trademarks, logos, icons, and other codes on this Platform ("Intellectual Property Rights") are prohibited from being published, modified, copied, distributed, or used without our permission. No provision in these Terms and Conditions should be interpreted as granting you permission or any rights to use, possess, distribute, or modify any of our Intellectual Property Rights. If you violate this provision, we reserve the right to seek compensation for all damages. Such violations may also constitute a criminal offense under applicable laws.
All content on the website is protected under intellectual property law and other related rights. You may not modify, copy, display, publish, or exploit any of this content in whole or in part, unless with our written consent.
VI. DISPUTE RESOLUTION AND COMPLAINT HANDLING
The dispute and complaint resolution process will proceed as follows:
Step 1: Receive the complaint or dispute information.
Step 2: Verify the information.
Step 3: Act as a third-party mediator between the user and the supplier, or negotiate with the user if the dispute is with us.
Step 4: Resolve the dispute through negotiation or mediation.
Step 5: If mediation fails, the dispute will be resolved at the competent People's Court. The court’s ruling will be binding on all parties.
What happens if there is an issue?
If you have any questions or complaints, please contact our Customer Service team. You can contact us by accessing your Order, through our app, or via our Help Center (where you will also find useful Frequently Asked Questions). You can help us assist you more quickly within our allowed scope by providing the following:
Order confirmation code, Your contact details, Email address you used when placing the order, A summary of the issue, including how you would like us to assist, Any supporting documents (photos, receipts, etc.).
All inquiries and complaints will be recorded, with urgent matters prioritized.
VII. PROHIBITED USES
You are only allowed to use our website for lawful purposes. Below are some examples (but not limited to these) of prohibited uses of our website or services:
In any way that violates the law or applicable international, national, or local regulations. For illegal, fraudulent, unauthorized, or abusive purposes. To harm or attempt to harm minors in any way. To send, receive, upload, download, use, or reuse any material that does not comply with our content standards as outlined below.To transmit or attempt to send any unsolicited advertising, promotional material, or similar forms of solicitation (spam). To intentionally transmit, send, or upload any materials containing viruses, Trojan horses, worms, time bombs, keylogging software, spyware, adware, or any computer programs designed to harm the software or hardware operations of any computer system.
You also agree not to:
Reproduce, duplicate, copy, or sell any part of our website in a manner that violates the terms set forth in this document. Access, interfere with, disrupt, or damage: Any part of our website, Any device or network used to store our website, ny software used in providing our website, or Any device, network, or software owned or used by any third party. Interfere or attempt to interfere with the normal operation of the website or any activities conducted on our website. Take any actions that may cause unusual data traffic on the network of our website.
VIII. CONTENT STANDARDS
These content standards apply to any and all materials you contribute to our website (hereinafter referred to as "Contributed Content").
The content standards must be followed in both spirit and letter. These standards apply to each part of the contributed content, as well as to the whole content.
We will determine whether the contributed content complies with these content standards.
Contributed content must:
Be relevant to your own travel experience (accommodation, restaurants, airlines, transportation, destinations, or travel experience in general).
Be accurate (in relation to facts).
Be considered authentic (when expressing opinions).
Comply with applicable laws in any country where the content is posted.
Contributed content must not:
Defame anyone. Be obscene, offensive, inflammatory, or promote hatred. Advocate or promote pornographic materials. Encourage violence or discrimination based on race, sex, religion, nationality, disability, sexual orientation, or age. Violate any copyright, database rights, trademark, or any other intellectual property rights of others. Mislead or deceive others. Violate any legal obligation to a third party, such as contractual or confidentiality obligations. Violate laws and regulations regarding the protection of minors. Promote illegal activities. Be abusive, embarrassing, threatening, or cause unnecessary distress, discomfort, or fear to others. Impersonate someone else or misrepresent your relationship with any person or entity. Create the impression that the content comes from us when it does not. Contain any advertisements or links to other websites. Threaten, abuse, or invade the privacy of others or cause unnecessary inconvenience, distress, or anxiety. Endanger national security or leak government secrets.
We are under no obligation to post your contributed content and reserve the right to decide which content is published on our website.
IX. GENERAL TERMS FOR MAKING BOOKINGS
Booking Process
Once your booking is completed, you will receive a confirmation email from us. You agree to check the details in the confirmation email and contact us immediately if any details are incorrect. The following sections provide more information about flight and hotel booking confirmations.
When using our booking services, you agree not to:
Use invalid or unauthorized bank accounts/cards or any accounts/cards you are not authorized to use. Impersonate anyone or misrepresent your identity or relationship with anyone. Violate any laws, regulations, or legal requirements.
All bookings for Travel Products are subject to availability at the time of booking. We will notify you as soon as possible if the travel product you attempted to book is unavailable for any reason.
We reserve the right to request additional information or documents to verify or confirm your booking. If you fail to provide the requested information or if the information provided is found to be insufficient, your booking request will be considered incomplete and may be canceled. Please note that a product may become unavailable during our verification process, which could lead to the cancellation of your booking request. You acknowledge and agree that we will not be legally responsible for any losses or costs in such cases.
You confirm that all details you provide when making a booking (such as your name, contact details, payment information) are accurate and complete. If you provide incorrect information by mistake, please notify us, and we will assist you in making the necessary changes. However, we cannot guarantee that the supplier will allow such changes, especially if they involve additional fees or changes to the booking details.
Payment
When you book a Travel Product, we will clearly explain the payment terms during the booking process. Payment must be made within the specified period. If payment is not made within the time specified in the Confirmation Notice, we reserve the right to cancel all your requests.
In addition to the price and taxes related to the Product, when you pay online through our Platform, you may need to pay additional fees as required by third-party payment service providers. We ensure that these fees are clarified and communicated to you before you make the payment.
In case your bank account, credit card, or debit card is stolen, you are responsible for contacting your bank or the card issuer immediately when you become aware of fraudulent activities. We disclaim all responsibility for any losses or damages resulting from fraud committed by others, including cases where the unauthorized use occurred through our Platform. We are not liable for refunds or compensation for damages caused by such fraudulent activities. If you suspect a fraudulent transaction on our Platform, you must immediately notify Customer Service so we can take appropriate action.
We accept payments via selected cryptocurrency, credit and debit cards, bank transfers, and other methods (collectively referred to as "Payment Methods"). Please check our Payment Options for an updated list of current payment methods.
Travel Preparation
You are responsible for ensuring that you have the necessary travel documents and appropriate insurance for your trip, including passports, visas, and medical documents (such as proof of vaccination).
By offering Travel Products to or at a specific destination, we do not offer advice or confirm that you can travel to or stay at that destination without risks. You are responsible for researching any warnings or restrictions related to traveling to your chosen destination, both before you make a booking and before departure.
You are also responsible for ensuring that you are vaccinated for all required vaccinations and that you follow any medical advice you have received.
X. TERMS AND CONDITIONS FOR FLIGHTS
AIRLINE TERMS AND CONDITIONS
Your booking must comply with the terms and conditions of the relevant provider (in this case, the airline). Please refer to these details on the airline’s website. In the event of any conflict between the terms in this document and the airline’s terms and conditions (for example, if you choose a cheaper ticket that is non-changeable or non-refundable), the terms in this document will apply. If you have any questions regarding the terms and conditions that apply to your flight (e.g., rules for changes/cancellations/baggage allowances), please contact us directly (using the contact details in Section 1 of these terms) within the scope of our customer support services.
BOOKING PROCESS
Once payment is confirmed, you will receive an email titled “Flight Payment Successful” from us. You agree to check the details in the email and notify us immediately if any details are incorrect.
When your flight ticket is issued, you will receive an email titled “Flight Booking Confirmed” from us, which includes your flight itinerary and an electronic receipt. Occasionally, when you opt for a low-cost ticket, the ticket issuance may take a bit longer, but it will not exceed 72 hours before the scheduled departure.
CHANGES OR CANCELLATIONS
We will provide you with information about your right to change or cancel your flight (and any associated fees) during the booking process. If you select a low-cost ticket, you may not be allowed to change or refund the ticket. This information is part of the terms in this document, and you should read it carefully before completing the booking. Please review this information by clicking on the link in the “Flight Booking Confirmed” email or by logging into your account on our website to view your booking details. If you are unsure whether your flight ticket allows changes and/or refunds for cancellations, please contact us using the contact details in Section 1 of these terms.
If your flight allows changes and/or refunds for cancellations, you can request changes/refunds through the booking details section when logging into your account on our website.
If your flight allows changes, the airline or third-party ticket provider may limit the flights you are allowed to select, and not all options available on our website may be available for you. We will provide information about available options when we receive your request for changes to your flight.
If your flight is changed or canceled by the airline involved, the airline’s terms and conditions will generally apply. Please contact us directly (using the contact details in Section 1 of these terms), and we will assist you within the scope of our customer service.
IMPORTANT FLIGHT INFORMATION
If possible, we will provide you with information about: check-in and boarding times; seat selection; baggage allowance and restrictions; and the ability to book flights for infants/children.
However, you should always check the airline’s website for additional details.
For information regarding: passenger suitability for travel (e.g., elderly passengers, pregnant women, or infants); regulations regarding passengers carrying lithium batteries, dangerous goods, liquids; and pre-ordering meals and/or special services before your journey, you should check the airline’s website for further details, as each airline may have its own policies or rules.
If you wish to request a meal and/or special service through us or have any questions about booking tickets for infants/children, please contact us using the contact details in Section 1 of these terms.
You are responsible for ensuring that you allow sufficient time for check-in, passport control, and security checks upon arrival at the appropriate airport terminal. You should have the necessary travel documents (such as passports/ID cards and visas) ready before your flight.
For “Self-Transfer Packages,” you must ensure that the time allocated for the transfer or connecting flight is suitable for your personal needs.
Some airlines have “codeshare” agreements with other airlines. Therefore, you may book a ticket from one airline (“ticketing airline”) but fly on another airline’s plane (“operating airline”). In most such cases, you will check in with the operating airline, so please confirm this with the ticketing airline early.
During your flight booking process, you will be informed if it is a “codeshare” flight.
Most airlines require passengers to use their flights in order. If you do not take the first flight, the airline may automatically cancel the remaining parts of your itinerary.
If your airline allows you to “skip” any segments of your journey, please ensure you cancel any segments you do not wish to take, in accordance with their cancellation policy. Note that you may not be entitled to a refund (or any refund) for unused segments of your flight.
If you buy two one-way tickets instead of a round-trip ticket: You will create two separate bookings, each with its own rules and policies. Changes to one flight will not affect the other (e.g., if your first flight is canceled, you will not be guaranteed a refund for your second flight).
If you are traveling internationally, you may need to prove to check-in staff and/or immigration officers that you have a return flight.
The price of your ticket will include any taxes and fees charged by the airline or government (except for entry/exit fees – see the "Entry/Exit Fees" section below).
Depending on the flight you choose, we and/or Third-Party Agents may charge service fees.
Our service fee (if applicable) is the fee for using our platform to purchase a ticket from a third-party agent. This fee includes VAT/GST/similar taxes.
The third-party agent’s service fee (if applicable) is the fee for acting as an intermediary for (the) airlines. This fee may include VAT/GST/similar taxes.
The ticket price will include (the) service fees.
Your airline may charge for checked baggage, excess/overweight baggage, priority boarding, seat selection, in-flight entertainment, food and beverages, and/or check-in at the airport.
If they charge fees, (the) charges will be added to your ticket price (unless otherwise clearly stated that your flight includes (the) additional surcharges).
You are responsible for carrying valid passports and/or visas if required, complying with all entry requirements, checking whether you need a visa to transit through any countries that are not your final destination, and checking with the relevant embassy for any changes to passport, visa, or entry requirements.
When booking travel to or from any location, we do not guarantee that your trip is risk-free – and, to the fullest extent permitted by law, we will not be liable for any damages or losses arising from such risks.
It is not common practice, but international law allows for “disinfection” of aircraft to kill insects. To disinfect, staff may spray insecticide into the aircraft cabin while passengers are on board, or when passengers are not on board, they may treat the interior surfaces of the aircraft with insecticides that may leave residue. Before you travel, we recommend that you inquire about the disinfection process, including where disinfection may occur.
Your ticket price will not include any fees charged by a country or airport for entry/exit and will be collected directly at the airport. Before traveling, we recommend that you check if you need to pay such fees.
XI. TERMS AND CONDITIONS FOR HOTELS
HOTEL TERMS AND CONDITIONS
Your booking must comply with the terms and conditions of the relevant provider (in this case, the hotel). Please refer to these details on the hotel’s website. In the event of any conflict between the terms in this document and the hotel’s terms and conditions (for example, if you choose a cheaper room that cannot be changed or refunded), the terms in this document will apply. If you have any questions regarding the terms and conditions that apply to your hotel booking, please contact us directly (using the contact details in Section 1 of these terms) as part of our customer support.
BOOKING PROCESS
We will make reasonable efforts to provide hotel booking confirmation within the timeframe we communicated to you during the booking process. If the hotel booking confirmation is not provided within this timeframe, please contact us using the contact details in Section 1 of these terms. Many rooms are confirmed immediately. Once your booking is confirmed, we will send you an email notification, and from that point on, your room will be guaranteed. If we are unable to confirm your booking, we will refund you in full.
If you contact the hotel directly after confirmation but the hotel cannot find your booking request, do not worry. Your booking is still guaranteed; it may be that the hotel only receives your details closer to the date of your booking. Please contact us using the contact details in Section 1 of these terms if you have any concerns.
CHANGES, CANCELLATIONS, OR ROOM UPGRADES
We will provide you with information about your rights to change or cancel your hotel booking (and any related fees) during the booking process. If you choose a cheap room that cannot be changed or refunded, this information is part of the terms in this document, and you should read it carefully before completing the booking. If you are unsure whether your hotel booking allows changes and/or refunds for cancellations, please contact us.
HOTEL RATING
The hotel’s rating is based on verified customer reviews. Our star ratings take into account various factors, such as the self-provided rating by the hotel (which may include the national standard if applicable), facilities, images, customer reviews, and price. This is to provide you with the most reasonable guidance on the hotel’s standards. However, you acknowledge and agree that this star rating is only an indication, as rating standards differ between countries. Therefore, you are responsible for reviewing all information about the hotel on
XII. LEGAL LIABILITY
OUR LIABILITY FOR ANY LOSS OR DAMAGE YOU MAY SUFFER
Much of the information on our website is provided by relevant suppliers and/or users who submit reviews of travel products. We will make efforts to ensure that this information is accurate and complete. However, to the extent permitted by law, we shall not be legally responsible for any loss or damage you may suffer due to inaccuracies or incompleteness of such information. We make no representations, warranties, or conditions regarding any information provided to you on our website, and all such representations, warranties, or conditions are hereby excluded, except where the law prohibits such exclusions to the extent allowed by law.
We will not be legally responsible for any loss or damage you suffer due to:
Inaccurate Details Provided by You (such as name, identification information, nationality, contact details, payment details, dates and times) when making a booking, including, but not limited to, losses or damages caused by: We cannot contact you to inform you of important booking information because the contact details you provided are incorrect. You are unable to use a travel product (e.g., unable to board a flight, check in at a hotel) due to discrepancies between the information (including nationality) you provided during booking and the details on your identification documents. You fail to obtain the correct documents, such as a passport, visa, or proof of vaccination required for your travel product, you do not receive appropriate travel insurance, or you are unable to use a travel product due to: You fail to comply with the terms and conditions of the relevant supplier.You do not arrive on time or fail to allow sufficient time for check-in, passport control, and security checks. Your behavior is deemed unacceptable by the relevant supplier.
In the case where your itinerary requires a connecting flight and you are unable to make the subsequent flight due to your own actions or omissions, errors in the booking, including duplicate bookings made by you, any direct exchanges between you and the relevant supplier. Incorrect star ratings or guest ratings, inaccurate or incomplete payment information provided by you, you travel to and/or stay in an area with a travel advisory or travel restrictions.
Events beyond our control, including but not limited to:
Natural disasters such as floods, droughts, earthquakes, or other natural catastrophes; Epidemics or pandemics; Terrorist attacks, wars, violence or riots, threats or preparations for war, armed conflict, imposition of sanctions, embargoes, or breakdowns in diplomatic relations; Nuclear, chemical, or biological contamination, or supersonic explosions; Any legal regulations or actions by government or public authorities; Unstable internet, systems, or devices, computer virus attacks, and hacking.
IF YOU BREACH THE TERMS
Failure to comply with the terms or legal regulations may result in us taking any or all of the following actions at any time without prior notice: Issue a warning to you. Refuse or cancel any bookings related to your name, email address, or account, including cases where you are acting as a representative of a supplier. Cancel or revoke any vouchers, promotional rewards, or other benefits you may have received or are entitled to. Remove any content you have uploaded to our website immediately, temporarily, or permanently. Any other action we deem appropriate at our sole discretion. This includes suspending or permanently terminating your access to our website and/or booking services.
XIII. COMPLAINTS
If you have any questions or complaints about our website or booking services, please contact us using the contact information provided in Section 1 of these Terms.
XIV. LANGUAGE
If these Terms are translated into any language other than English or Vietnamese, the English or Vietnamese version shall prevail in the event of any conflict with any other language version.
XV. GENERAL TERMS
The provisions of this document are binding between you and us, and no third party has the right to enforce any of these terms.
If any court or competent authority determines that any part of these terms is illegal, the remainder shall remain in full force and effect.
In the event of the closure of the website, you will still be bound by the obligations in these Terms, including but not limited to warranties, indemnities, disclaimers, and limitations of legal liabilities you have agreed to.
If any provision of these terms is determined by a competent authority to be unenforceable or void, the other provisions shall remain in full force.
This translation keeps the structure and intent of the original text while ensuring it reads naturally in English. Let me know if you need further adjustments!