GoVola Terms and Conditions of Use

I. Definitions

The following capitalised terms will have the meanings below, unless otherwise provided:

Organising Travel Agency or „OTA" – Vola.ro (Vola) when acting as an organising agency and selling its own travel packages;

Intermediate Travel Agency or „ITA" – Vola when acting as an intermediate agency and selling travel packages made available by its partners acting as organising travel agencies

Flight Ticket – the electronic document on which the flight is based;

Additional Service – any service purchased from Vola or from the Travel Service Providers in connection with the plane tickets such as: luggage, seats in the aircraft, sports equipment, requests for compensations/reimbursements from the Travel Service Providers, without this enumeration being limited to the above;

Booking – the confirmation by Vola to conclude the Intermediation Contract by sending the Flight Tickets to the User/Passenger;

Cancelled Flight – is the situation in which the airline does not perform a previously scheduled flight;

Line Company – airline performing passenger air transport services and is a member of IATA;

Low Cost Company – airline performing passenger air transport services and is not a member of IATA;

Vola Consultant – the internal or external agent made available by Vola/GoVola in order to respond to customer requests;

Modified Flight – a situation in which the airline decides to change the flight schedule (in which case the day and time of departure of the flight are affected) or the previously scheduled flight itinerary (in which case the airport(s) of departure/arrival is/are modified);

Transport Agreement – the contract concluded by the User, in their own name or as a representative of the passengers on the Booking, with the airline providing air transport services, a contract that is concluded by the User's acceptance of the General Booking and Sale Conditions of the Flight Tickets by Travel Service Providers on the GoVola website available at the following links Airline Regulations.

General Conditions for Booking and Sale of Flight Tickets by Travel Service Providers – represent the terms and conditions of existing airlines here and here and / or other travel service intermediaries acting as a Travel Service Provider available at the following links Airline Regulations.

Consumer – any natural person acting for purposes other than his trade, industrial/production, craft or liberal activities;

Intermediation Contract – the Contract concluded between the user (User, Passenger, you) and Vola.ro SRL (Vola/GoVola, us) under these terms and conditions;

Insurance Contract – an insurance contract concluded between the Insurer and the User based on ABS, under which the Insurer undertakes, during the course of its business, to fulfil the obligation to pay the insurance benefit provided for in the ABS in the event of the occurrence of the insurance event designated in the Insurance Contract, and the User undertakes to pay the insurance premium.

Insurance request – the request to conclude the Insurance Contract, completed by the User on the Site with the data necessary for the conclusion of the Insurance Contract;

Travel Service Provider – that provides the service/product or intermediates the provision of the service/product marketed by Vola;

Itinerary or Journey – the route to be taken by the Passenger;

Passenger or Customer – the Customer who books and/or buys a Flight Ticket or other service/product provided by Vola;

Vola Site(s) or Sites – an online service operating at the addresses of following domains along with subsites and local domains) https://www.vola.ro/, or https://www.vola.bg, or https://www.govola.com or Vola mobile app, which are administered by Vola and with the aid of which the User may use Vola services according to the rules described in these Terms and Conditions;

Partner – the organising agency that makes the travel packages available to Vola as an intermediate agency;

Total Price – the price of the product or service offered by Vola including all taxes and charges;

Terms and conditions – the rules based on which the Intermediation Contract is concluded;

General Terms of Insurance ("ABS") – the general insurance terms and conditions available on the Site, which form an integral part of the Insurance Contract, regulating the signing and the performance of the Insurance Contract, the rights and obligations of the parties in the insurance contracts as well as the payment method of the insurance by the Insurer.

Tourist or Traveller – The customer who is part of a travel package sale contract;

Order – the request submitted by the User/Passenger to conclude the Intermediary Contract with Vola;

Voucher – an electronic document (with the value indicated in GBP) that allows the User to use the Voucher to purchase air transport services offered by VOLA when using the Voucher.

Vola – the trading company Vola.ro SRL a Romanian company with its headquarters in 165 Splaiul Independentei, TN OFFICES 2, 2nd floor, SECTOR 3, Bucharest, district 3, Bucharest, Romania, VAT Number: RO 17043146.

User – the natural person or the representative of the legal entity who concludes the Intermediary Contract and on behalf of the other passengers on the Booking, i.e. the first passenger on the Booking in whose name the invoice is issued and who has the right to make changes in respect of all passengers on the Booking, i.e. the natural person or legal entity in whose name the invoice is issued.

II. Accepting the Terms and Conditions

2.1. Please read these terms and conditions carefully before using the site. These Terms and Conditions apply together with the General Booking and Sale Conditions of Flight Tickets by Travel Service Providers, the Privacy Policy and the Cookie Policy on the Site.

2.2. Using this Site, you fully agree with these Terms and Conditions that you have understood and recognised in full, without any further restrictions. The User also declares that all persons indicated by name on the Flight Tickets have been informed of the content of these Terms and Conditions and have accepted their content. If you do not fully agree with these Terms and Conditions you cannot use this Site in any way or book Vola's services or products.

III. Vola (GoVola) Services and Products

3.1. Vola provides a Site that allows you to search and check availability for various tourism services or services related to tourism services and allows you to make the desired Booking. You can choose from a variety of services available on the Site, with the option to book Flight Tickets and/or hotels directly from the Site (in real time), to rent cars, to take out travel insurance, and travel cancellation insurance.

3.2. Bookings and sales of Flight Tickets are subject to the provisions of these Terms and Conditions and to the General Booking and Sale Conditions of Flight Tickets by Travel Service Providers.

3.3. Vola through its website https://www.govola.com/ acts as an intermediary between the User and Travel Service Providers such as: airlines, hotels, car rental companies, based on the authorisation issued by the User to make the Booking.

3.4. Vola assumes no responsibility for the travel products and services offered by Travel Service Providers (such as airlines, hotels, car rental companies and others), and does not guarantee (either explicitly or implicitly) the accuracy or quality of the products and services reflected on this Site.

3.5. Any online or offline booking (by telephone, e-mail or directly to the Vola implies the acceptance of the current Terms and Conditions and/or the rules laid down in the contract concluded with the tourist.

3.6. Since Vola also acts as intermediary for insurance companies, Vola is not part of insurance contracts. These contracts shall be concluded directly between the insurance companies and the User. Therefore, claims for the non-fulfilment or improper performance of these contracts will be addressed directly to the insurance company issuing the insurance policy.

IV. Information provided on the Site

4.1. Via the Site, GoVola provides information on a general basis for consultation purposes, including through the guides provided here. Please read all the information on the Site carefully and note that this information may be changed/updated at any time.

4.2. Vola does not guarantee the accuracy of the information on the Site or in the emails sent to customers (including, but not limited to, descriptions of the service/product and information related to travel documents), but we will make every effort to correct any errors (where possible) as soon as they are brought to our attention.

4.3. Vola assumes no responsibility for the travel products and/or services offered by Travel Service Providers (such as airlines, hotels, car rental companies and others), and it does not guarantee (either explicitly or implicitly) the accuracy or quality of the products and services reflected on this Site/mentioned in the marketing emails.

V. Publication of information on the Site

5.1. Vola makes every effort that on the Romanian and English versions of the Site the relevant information on the services offered and the terms applicable to a particular service are published in Romanian or English, respectively, however, because the majority of the respective information is taken from an international Bookings system, certain information/conditions applicable to certain services and other details are provided in English. If you have any concerns, please contact us by email at [email protected] to receive assistance from one of our consultants.

VI. Travel Service Provider Conditions

6.1. Any Order request made on the Site will be considered as your intention to purchase a particular travel product or service from Vola. If your Order request is accepted, you will receive a confirmation email from Vola regarding the acceptance of your Order request, but the Intermediation Contract will be considered as concluded and it will come into effect only after the receipt of the full payment by Vola. The actual issuance of airplane tickets, changing the date of the airplane tickets, cancelling the airplane tickets or vouchers, issuing vouchers for the hotels, for car rentals, travel insurances, providing support via phone and any other action requiring human intervention will be carried out during the working hours of Vola according to the schedule posted on the relevant section of Vola.ro, vola.bg or govola.com.

6.2. All the services, prices, routes published on the Site are available to the extent that they are available at the Travel Services Providers. The terms and conditions of the Travel Services Provider (including the rules for the transport of passengers as required by airlines, the check-in/check-out hours from the hotel, the conditions of cancellation/modification of travel services) will be applied together with the Terms and Conditions of this Site, the latter provisions prevail.

6.3. During your navigation on the site, you will be able to view the specific conditions of the various terms and conditions applicable to special offers. Please read this information carefully, and contact our Vola consultants for full details.

6.4. You are directly responsible for meeting the requirements of the Travel Services Provider regarding boarding times, the completion of the formalities required for boarding, the presentation of the necessary travel documents or any other rules imposed by them. Please note that the minimum boarding time (before departure) recommended by the airlines is 120 minutes for flights in Europe, 180 minutes for flights outside Europe and 90 minutes for flights within Romanian territory. Please take into account the fact that some airlines ask you to confirm the flight again at least 72 hours before departure, and failure to comply with this rule may result in the cancellation of your Booking.

VII. General and specific conditions applicable to Flight Ticket sales

Flight Ticket Booking

7.1. Airplane tickets can be booked online on the Site. Any booking made on the Site shall be subject to acceptance of both these Terms and Conditions, and special conditions imposed by Travel Services Provider that are presented to you in the booking process and in the e-mail confirming the booking or by phone/chat by the consultants of Vola.

7.2. By sending the Reservation Request to Vola, you authorise us to make the Booking with the Travel Service Providers on your behalf. In order to be able to manage this Booking, a unique temporary email address will be created to ensure that we can manage the Booking and keep you up to date with changes. Bookings will be made depending on their availability with the Travel Service Providers. Any Booking made online or offline (by phone, email or directly in Vola's) implies acceptance of the Vola Terms and Conditions.

7.3. For certain flights (low-cost companies, combinations of airline and low-cost airlines, other types of combinations of flights), the Bookings cannot be confirmed on the Site, therefore your request will consist of a Booking request that will be processed later by the Vola consultants. They will communicate the seat availability and confirm the price or any updates to the Flight Tickets price.

7.4. In the context of the Coronavirus epidemic, please consult the travel conditions for both your destination and the country/countries of transit (for stops), the General Conditions for Booking and Selling Airline Tickets of Travel Service Providers, as well as the measures taken by the airline / airlines operating your flight and ensure that you meet the travel conditions valid for each of these countries of destination and/or transit and also that you have and/or fill in all the documents/forms required by both the airline and/or the state authorities both in the country from which you leave, in the country of destination, and the country/countries of transit (for stops) and also paid all the relevant taxes for any kind of authorizations/visas. In order to check what travel documents, you and your minors and/or accompanying persons need to board the aircraft, to cross the border in another country, respectively what travel conditions are applicable for a certain country, we recommend you to consult the website of the Ministry of Foreign Affairs (click here). Vola is exonerated from any liability in case of passengers' non-compliance with travel conditions and/or the lack of travel documents requested by the airline and/or the state authorities.

Payment methods

7.5. In order to issue tickets or complete the purchase of any Additional Services requested, payment must be made prior to issuing/completing the purchase. Vola offers you a variety of payment methods, taking into account the conditions imposed by each airline. The Intermediation Contract between Vola and you is considered concluded only after you have paid the Total Price, which includes all the Travel Services Provider and/or of Vola's taxes and commissions.

7.6. When making a booking or requesting the offer of services, the amount communicated on the Site or by Vola consultants may either include all the fees charged by Vola or by the Travel Service Providers or Vola fees may be displayed/itemized separately.

7.7. For airplane ticket bookings at the airlines, most of the companies of this type require that the ticket payment be made within a certain timeframe from the moment of the reservation, the period of time for which Vola will guarantee the availability of places and prices, unless the airline companies have promotions or in other cases where these companies cannot block the price. This information will be available on the booking page on the Site or in the e-mail confirming the reservation. If you do not make the payment within the period notified, Vola, at its discretion, may cancel the tickets automatically, and as a consequence Vola assumes no responsibility for this cancellation, or it may send you a reminder to wire the payment within a certain timeframe.

7.8. For the Flight Tickets issued for low-cost airline flights, the rule is that no Booking can be made without the payment being recorded in Vola's accounts, therefore Vola will not guarantee the seat reservation and the prices communicated at the time of the Booking request. They will be guaranteed only after the Total Price is paid and tickets are issued.

7.9. Take into account the fact that between the time of making the booking requests on the Site or by phone/chat/email and the time of payment of the airplane tickets, respectively crediting the payment to Vola account, the prices may be modified or seats may no longer be available. In these circumstances, Vola will let you know and will communicate you the updated price or will propose you flight alternatives to satisfy your needs. In the event that after placing an Order and prior to the issuance of an Ticket, the amount of the Total Price changes, Vola will immediately inform the User about this fact by sending a message to the User's e-mail address,by telephone contact or by chat. In the situation indicated in the preceding sentence, the User has two options: (i) to maintain the order and the associated surcharge for the new Total Price; or (ii) to withdraw from the Order placed, in case he/she does not agree with the payment of the new Total Price. , If the Order will be cancelled, the User will be refunded the entire amount paid by the User up to the date of withdrawal.

7.10. We do not accept other payment methods than those shown on the Site, and we do not assume any responsibility for money sent by courier. In some cases, your credit card details can be transferred to the Travel Service Providers. The relevant provider will take over the payments for your Bookings, and Vola does not store the card data.

7.11. The prices that Users see on the Site or other sale channels may be customized based on an automated decision-making process.

7.12. Vola or the Travel Service Providers assume no obligation to issue tickets, vouchers or other travel documents in the event that the services purchased are not paid in full. In any case, you are responsible for paying the amounts related to the travel services ordered.

7.13. Payment may be made with major credit cards, presented in detail on the Site (in the footer).

7.14. Vola and/or the Travel Service Providers, when they act as an intermediary, is mandated by the User to make payment operations, in the name and on behalf of the User, to the final beneficiary of the payment for the Bookings, such as the purchase of air transport services or Additional Services with credit cards, and also the User agrees to bear all and any of the fees associated with the payment of the requested service(s). In this case you will be informed in advance either regarding the applicable additional fees and commissions or the Total Price. If your Booking is paid for with another person's credit card, we reserve the right to request written authorisation from that person.

7.15. If the issuer of your credit card asks us, Vola or the Travel Service Providers reserves the right to send tickets, vouchers or other travel documents to your address declared at the time of issuing the credit card. Any incorrect information about this address may lead to the cancellation of the Booking or delay to the delivery of the travel documents, and may increase the confirmed price. Please ensure that your billing address details are identical to those on your bank statement.

7.16. In order to minimize the effects of the attempted fraud of your credit card, we reserve the right to perform random checks, to request a proof of your address and a copy of the credit card, as well as a recent bank statement.

7.17. Fees, taxes and/or commissions may fluctuate due to changes in the exchange rate and/ or fees and commissions imposed by the Travel Service Providers, so that Vola will not be obliged to bear these additional costs imposed by the Travel Service Providers.

7.18. For more details on payments please visit the Site's FAQ area.

Cancellations / Modifications

7.19. In the event of modification/cancellation of a Booking (including, but not limited to, voluntary or involuntary cancellations, refunds, name changes, additions of passengers per Booking, data changes, etc.), Vola reserves the right to apply certain fees to cover the administrative costs that may result from any of these changes and/or cancellations. These fees are additional to the fees imposed directly by the Travel Service Providers, and their amount may vary and will be communicated by email/chat/phone either at the time of requesting the change, notifying the cancellation or after receiving the request for voluntary cancellation. Thus, for any of the flight(s) cancelled by the airline, Vola will bill the User an additional fee of GBP 13/flight/pax for the processing of the refund. This processing fee will be deducted from the refund received from the airline and the difference will be transferred to the User.

7.20. Only the User has the right to make changes to the Booking, i.e. cancellation, rescheduling. If you have initiated the voluntary cancellation of Flight Tickets, and you have informed Vola about this cancellation, you agree that this action is irreversible and Vola is mandated to go through the necessary steps to cancel the travel tickets with the Travel Service Provider. In all cases where the cost of the plane tickets is non-refundable and the tickets are cancelled due to the voluntary cancellation of the User/passenger mandated by them, the User loses the right to any form of refund even if the Travel Service Provider subsequently cancels the flight for which they issued the respective tickets as the effects of voluntary cancellation prevail. Also, we recommend you keep in mind that the flights mentioned on the Booking must be used in the order in which they were booked, so that if you do not use the first flight, the airline will automatically cancel the return flight and in this case, the cost of the related tickets for both segments is non-refundable.

7.21. In certain cases, the airline may cancel, delay the flight or change the flight schedule, without notifying the Passenger in advance, following which new flight options or various forms of reimbursement (vouchers, coupons) or the value of the ticket will be reimbursed to the Passenger/User's representative/Vola by the airline/Travel Service Provider in the manner provided by it. You will be informed about these options either directly by the airline or by Vola representatives. Please note that if you receive an email from us regarding the options offered by the airline in the event of a Modified Flight or Cancelled Flight, you must reply with your choice from the options in that email at least 48 hours before the scheduled date of the Cancelled Flight/Modified Flight, otherwise the cash refund option will no longer be available from the airline, according to its refund policy.

7.22. If you have taken off from an airport in the European Union with any airline, or your flight has been operated/should have been operated by an airline registered in the European Union, and it is cancelled, delayed or you are denied boarding, we may assist you in your claims for compensation under EC Regulation 261/2004 and/or represent in your claims reimbursement and/or compensation under EC Regulation 261/2004, or we may mandate a contractual partner to process these claims for reimbursement and/or compensation under EC Regulation 261/2004, to the extent possible. If, within 24 hours of notifying you of the cancellation/delay/rescheduling of your flight, you do not notify us of your intention to contact the airline directly or do not accept one of the solutions offered by the airline (to reschedule the flight), we will consider that we have your implicit agreement to start the procedure for requesting a refund of the value of the plane ticket. If you ask us to assist you in submitting a claim and/or you authorise us to file claims on your behalf and on behalf of the other passengers on your Booking, based on EC Regulation no. 261/2004, and the request for compensation has been satisfied, Vola may charge certain fees for this service, fees that will be notified to you in advance by email/chat/phone.

ADDITIONAL SERVICES

Luggage

7.23. Each airline has its own luggage transporting policy. These luggage details are presented on the Site, during the booking process, by Vola consultants over telephone/by chat/by email or other communication channel used by Vola or such details can be consulted directly on the airline’s website. It is your responsibility to check before making the trip if there have been any changes in the airline's luggage policy (size, accepted kilograms, types of luggage, their transport in the hold/cabin, etc.).

7.24. Certain flight fare classes provided by Travel Service Providers have the price for hand luggage and/or checked luggage included in the ticket price. However, some of the fare classes do not include the luggage, therefore it needs to be purchased as a separate product. The luggage can be purchased at the time of booking or after the issuance of airline tickets, but not later than check-in open time. Vola sources the information about the luggage from various Travel Service Providers who provide the information regarding the luggage, therefore Vola is not in control of the information and the cost of the luggage. Furthermore, Vola has no control over the manner in which the luggage transport service is performed by the airlines, therefore Vola takes actions to mitigate the effects of such incorrect performance of the luggage transport service.

7.25. Considering the circumstances indicated in the proceeding section, if the User purchases the luggage transport Service, Vola will add the following additional fees of variable amount:

(i) the fee related to the purchase of luggage from various Travel Service Providers by Vola, and/or (ii) the fee related to the additional services offered by Vola associated with the luggage. The additional variable service fees will either be included in the Total Price for the luggage displayed on the Site/communicated separately by email/chat/phone or such additional fees will be displayed separately on the Site/ communicated as a separate fee on other communication channels, after receipt of the request for luggage acquisition.

7.26. The additional services offered by Vola, associated with the checked luggage, refer to the “Lost Luggage Guarantee”, and it is offered by Vola in case the User purchases the checked luggage through the intermediation of Vola, online or through Vola agents, and such checked luggage is lost or delayed by the airline during the trip.

7.27. The purchase by the User of the "Lost Luggage Guarantee" service for a given checked luggage means that in case of non-delivery or delay in delivery of the luggage by the airline, Vola guarantees the User the following benefits:

a. refund the fee paid for the checked luggage to Vola, up to the maximum threshold of GBP 84 (or equivlent at BNR exchange rate in RON) , if the following cumulative conditions are met:

(i) obtaining by the User of the Property Irregularity Report from the Lost and Found office located in the airport; and

(ii) providing a copy of the Property Irregularity Report which officially confirms the irregularity related to your checked luggage to Vola to the email: [email protected].

b. providing the User with support in the process of claiming the relevant legal compensations for the delayed or lost luggage, to be paid directly by the airlines, through the intermediation of a third party claim agency.

7.28. The refund will be processed by Vola immediately after the review of the received copy of the Property Irregularity Report but not later than 24 hours after the receipt of a valid Property Irregularity Report.

7.29. The User is eligible for only one refund up to GBP 84 per bag/per trip, irrespective of the fact that the luggage will be found and delivered by the airline/handling providers. Under the “Lost Luggage Guarantee” Service Vola does not assume any liability for non-performance or improper performance of the luggage transport service by the airlines, in which respect the User concludes an agreement directly with the airline.

7.30. The User is not eligible for a refund in any of the following situations:

(i) the lost/delayed luggage is hand luggage;

(ii) the lost luggage refers to sports equipment, musical instruments, other oversized equipment;

(iii) the User does not obtain a Property Irregularity Report from the Lost and Found Desk which clearly provides that the checked luggage was either delayed or lost;

(iv) the User does not pick up the checked luggage from the airport or pick a checked luggage which does not belong to the User;

(v) the checked luggage is associated with a flight delayed or cancelled by the relevant airline;

(vi) the checked luggage is only broken, regardless of the level of impairment.

7.31. Each airline has different rules regarding the size and weight of hand luggage and hold luggage (e.g. number of kilograms accepted or length/width/height). If your luggage does not fall within these dimensions and weights, the airline is entitled to charge additional fees based on its own luggage policies.

7.32. Each passenger must check his own luggage and what they can take in their hand luggage and checked luggage respectively. Keep in mind that you can take small amounts of liquids in your hand luggage to be transported in special bottles/boxes of maximum 100 ml each, then put in special plastic bags. Hard and sharp objects, such as: knives, scissors, nails, etc. are not allowed in hand luggage.

Check-in online and at the airport

7.33. Vola offers an online check-in service for a fee when you purchase your Flight Tickets or after you have purchased them, as long as the online check-in process is open at the airline. The online check-in service may be also included in Vola’s bundled Tickets, at a lower fee.

7.34. The online check-in service is optional, but if the User/Passenger does not purchase this service, it is their responsibility to check in at the airline, respecting the conditions imposed by each airline. If online check-in is not purchased through Vola and the User/Passenger does not check-in on the airline's website in due time, any fees charged by the airline for the check-in at the airport cannot be charged to Vola.

7.35. If you have purchased the online check-in service from Vola you will receive all the instructions for completing the necessary data for the online check-in process by email.

7.36. The deadline by which the necessary information for the online check-in process must be provided is specified in the email you will receive from Vola. The online check-in information must be completed by this deadline. If you do not provide us with the check-in data by this deadline, the online check-in form becomes inactive, and as a result it will be the User/Passenger's responsibility to check-in online on the airline's website.

7.37. It is the passenger's responsibility to ensure that they provide Vola with the correct information required for the online check-in process. In the event that incorrect or incomplete information is provided, Vola reserves the right not to proceed with online check-in. In this case, the passenger will have to check in online or at the airport.

7.38. When the online check-in service is purchased through Vola, boarding passes will be sent to the email address provided in the Booking up to 3-6 hours before departure for each passenger for whom the online check-in service has been purchased. However, it is important to note that Vola can only send the boarding passes after the online check-in opens at the airline.

7.39. Where flights include multiple segments, we will send boarding passes for each flight segment up to 3-6 hours before each departure.

7.40. If online check-in is not offered by the airline and is only available at the airport, Vola will inform you of this. In this case, you must arrive at the airport at least 3 hours before departure to check in at the airline counter.

7.41. After receiving your boarding passes, make sure that the data is correct. Check the flight schedule and passenger information. Check that the flight schedule matches the one on the ticket you received from Vola. There are situations where airlines change the flight schedule directly on Vola or without informing passengers and in this case boarding passes may be issued on a different flight schedule.

7.42. When completing the required data for online check-in, you must declare that you have read and understood that the following lists of items are prohibited in hand luggage:

(i) instruments which could be used to cause serious injury or to endanger the safety of the aircraft,

(ii) sharp-edged or pointed objects which may be used to cause serious injury,

(iii) devices specially designed to incapacitate or immobilise,

(iv) cold weapons.

and checked-in luggage, respectively:

(i) explosives and incendiary substances or devices capable, or potentially capable, of causing serious injury or which may pose a threat to the safety of aircraft,

(ii) Guns, firearms and other projectile launching devices capable, or potentially capable, of causing serious injury by launching projectiles,

(iii) fire extinguishers,

(iv) fireworks,

(v) fuel,

((vi) gas cylinders,

(vii) batteries,

(viii) paint.

7.43. At the time of online check-in, if the passenger has not purchased preferential seats, the airline allocates seats on the aircraft randomly. Therefore, there is a possibility that passengers on the same reservation may have seats in different areas of the aircraft. If you wish to purchase seats located in a certain area of the airplane or preferential seats, they can be purchased until the online check-in process opens, both through Vola consultants and on the airline's website.

7.44. If you are travelling with hold luggage or have travel documents issued by a non-EU country, you must present yourself at the check-in office even if you have checked in online and are in possession of boarding passes.

7.45. In the case of combined flights, with a short time between connecting flights, please consider checking-in for each flight segment before you embark on the first flight. If the check-in is not completed on time, there is a risk of losing the flight connections.

7.46. If the User purchased the online check-in and Vola is not able to finalise it for reasons beyond its control, Vola will reimburse the fee of GBP 4/pax (except for infants for whom check-in is free) to the User pro rata for the flight segments where the check-in was not successfully completed.

Seat Bookings

7.47. Booking the seats for the flights shall be made by means of international computerised Booking systems.

7.48. Once the Booking is made, the Passenger will receive information on the ticket price (valid on the Booking date) from Vola, as well as the information on the terms, restrictions and rules applicable to the Flight Ticket which can be bought based on that Booking. Preferred seats in the aircraft can be purchased at an additional cost charged by the Travel Service Providers, to which the service fees charged by Vola can be added. These will either be displayed separately during the Booking process on the Site or will be included in the Total Price displayed on the Site, or will be communicated separately by email/chat/phone or included in the Total Price sent on the same communication channels, after receiving the request of reservation/acquisition of the Additional Service.

7.49. The conditions, rules and restrictions applicable to a Flight Ticket are those set out by the airline as well as by other factors (e.g. visa obligations and travel documents required by each State) beyond Vola's control. These conditions, rules and restrictions as well as the price of the Flight Ticket may be changed by the airline that imposed them until the actual purchase of the ticket, without Vola being liable in any way.

7.50. If the preferential seats selected by the User/Passenger at the time of booking are no longer available, Vola will have the implicit mandate to modify them by up to +/- 3 rows of seats in the aircraft. Vola may choose to offer the possibility to choose a seat location (seat at the window, aisle or extra legroom) and in this case Vola will choose a seat in the aircraft which will fit your requirement at the price displayed on the website which includes also the processing fee of Vola.

7.51. It should be noted that the airline may change the type of aircraft with which it operates the flight at any time without prior notice to the User/Passenger, in which case Vola cannot guarantee that the seats originally selected may be retained.

SMS Service

7.52. If you purchase the SMS notification service, presented on the Site, for the specific fee indicated in the relevant section, you:

• will receive text message(s) regarding the specific Booking for which you purchased the SMS notification service indicating different actions you might need to take and be aware of in relation to your Booking.
• should use the SMS Service without violating the rights of third parties, and furthermore in a manner consistent with the provisions of applicable law, the provisions of these terms and conditions, as well as with the customs and rules of social coexistence adopted in this regard, in particular not to provide content of an unlawful nature.

7.53. SMS notifications mean:

• Booking confirmations,
• online check-in reminders,
• notifications if the airline changes or cancels the flight with the condition that Vola is informed by the airline by such disruptions.

The travel documents relating to the Booking (i.e. Flight Tickets, boarding passes) will be sent by email only and not by SMS.

7.54. The SMS notifications:

• will be sent to the mobile phone number you have provided and we reserve the right to include additional notifications that we deem relevant to your trip.
• the frequency and timing will be decided at Vola’s sole discretion.

7.55. The proof that we sent the text message will be taken as proof that you received it. In addition, Vola will be exempt from any liability if the User has not provided Vola with a valid mobile phone number. Consequently, Vola will not be obliged to refund the fee paid in this case subsequently by the User. Also, in the event of cancellations or flight changes made by the airline or passengers, the SMS notification service will not be refunded to the customer because the service was performed by Vola (regardless of whether the service was partially/fully performed) and the cancellation was not under Vola's control.

Issuing Flight Tickets.

7.56. The issue of booked tickets and payment for them will be made in accordance with the conditions imposed by each airline, the specific conditions mentioned in the relevant sections of the website and these Terms and Conditions.

7.57. Vola reserves the right to present on its website different types of package tickets, which may include different services at a similar price or at a lower price, per passenger, than buying them separately. Bundled tickets can be displayed at any stage of the Booking process. However, buying bundled Tickets is an optional choice for the User and the price of these services is dynamic, depending on the type of flight.

7.58. All services included in each bundled Ticket will be provided in the ticket presentation on the website. Vola reserves the right to change the name of the bundled Tickets, to modify or remove some services included in the bundled tickets without affecting previous sales.

7.59. Vola may offer the User the option of upgrading to a higher type of Ticket at a later stage on the website for a fee.

7.60. Each bundled Ticket contains a certain type of customer support, which means a certain communication channel and a certain priority in terms of response time. The User has the option to benefit from multiple communication channels by updating the type of support service during the Booking process.

7.61. Vola offers the option to upgrade communication channels to telephone support. These options give Users the right to contact Vola consultants by phone after submitting a callback request on the site's contact page. The User will be contacted as soon as possible and will have priority in all requests sent to Vola. Communication channels purchased by Users are available up to 15 days after the return date of the purchased flight. After this date, Users will have access to the standard communication channels available on the contact page provided by Vola.

7.62. The price for the enhanced communication channel will be set per Booking.

7.63. The bundled tickets mentioned are not available for purchase after the sale. Support services are available post-sale, but at a higher price, which will be mentioned by Vola consultants when the upgrade is requested.

7.64. The specific terms and conditions related to Online Check-in, Flex, Fast Refund also apply mutatis mutandis if these Additional Services are included in the ticket package. Trip Protect is not included in bundled Tickets.

7.65. Mielőtt Ön kifizeti a jegyét, a Vola.ro különböző kiegészítő alternatívákat kínálhat Önnek, amelyek optimalizálhatják a megvásárolt jegyet. A Felhasználó/Utas köteles tájékozódni az adott jegyre vonatkozó valamennyi feltételről és korlátozásról. Ezen kívül a Felhasználónak figyelembe kell vennie a Foglalása érvényességi idejét, és a meghatározott határidőn belül ki kell fizetnie a jegyet, vagy meg kell rendelnie a jegykiállítást a jegy birtokba vétele érdekében. Ezt a feltételt a légitársaság bármikor módosíthatja, ebben az esetben a Vola.ro értesíti az Utast a változásról, de a Vola.ro semmilyen módon nem tehető felelőssé a Foglalás légitársaság általi törléséért.

7.66. Any and all fees paid for bundled Tickets are non-refundable.

7.67. The User/Passenger can pay for the air ticket and Additional Services in RON (lei) or GBP at the exchange rate offered by NBR on the day of payment, plus a currency risk fee of 4%. If you have purchased services from Vola using a Voucher or virtual/crypto currency, any refund that Vola will make, if the services purchased have been cancelled by the airline, will represent the amount received/confirmed by the airline/service provider as eligible for refund in Voucher or GBP/RON equivalent at the NBR exchange rate on the date of purchase. This rule applies to any refund made at the discretion of Vola to the User/Passengers.

7.68. If the User uses a Voucher issued by Vola for the payment of services purchased from/through Vola, in cases where the value of the Voucher covers the payment of these services, the User/Passenger will have to pay a difference of minimum 1 GBP, due to the fact that Vola cannot issue a tax invoice for the amount 0.

7.69. Travel documents related to the Booking (Flight Ticket, invoice) can be sent by email to the address entered at the time of Booking or can be collected directly from airport offices. Our consultants can always provide you with detailed information if needed.

Prices of Flight Tickets and Additional Services

7.70. Sale prices are dynamic in accordance with the airline's ticketing rules. Thus, Flight Ticket prices sold through Vola are the result of a complex system of pricing rules, contractual prices, prices published in centralised Booking systems, special prices, etc. Under these conditions, the price of each flight is calculated by the agent specialising in calculating the price applicable to the Flight Ticket in question. The same flight, with the same airline, under the same travel conditions, may generate different prices, depending on exactly when the ticket was booked/issued. Also, ticket prices can be different for Users performing similar searches at the same time, (prices can be personalised based on an automated decision-making process). Thus, the price of an air ticket becomes binding, together with all the conditions applicable to it, only when it is added to the tax document issued by Vola (tax invoice).

7.71. In the case of flights operated by Line Company member airlines, the tickets issued by Vola are the property of I.A.T.A. - BSP Romania - as representative of the member airlines, the revenues related to the tickets sold are settled to I.A.T.A. BSP - Romania, for which reason Vola cannot be held responsible for the way in which this body or the airline set the ticket price.

7.72. The price of any Flight Ticket shall be subject to the special conditions, rules and restrictions applicable to the journey to which the document relates. The passenger is obliged to inform themselves about these rules before buying the ticket. Once the ticket has been purchased, the Passenger is deemed to be aware of and to have accepted all these rules and can no longer claim not to have been informed once they have taken possession of the ticket.

7.73. The airfare usually includes airport taxes. However, there are situations, beyond Vola's control, where, during the journey, the Passenger may be asked by the airline to pay other charges that were not originally levied, in which case Vola cannot be held liable.

7.74. Service fees (commissions) charged by Vola and/or the Service Provider may vary from offer to offer. Vola reserves the right to decide, at its discretion, which service fees are service charges, these charges being added to the airline fares and also how these charges are displayed on the website, i.e. both separately identified and/or included in the total price. For Additional Services (including, but not limited to: baggage, preferred seating, sports equipment, pets, special assistance services, airline refund service, etc. - when refunds are permitted by the airline), purchased at the time of or subsequent to ticketing, Vola and/or the Travel Service Providers reserve the right to apply variable service charges, which will either be displayed separately in the Booking process on the Site, or included in the Total Price displayed on the Site, or will be communicated separately by email/chat/telephone or included in the Total Price transmitted through the same communication channels, after receipt of the request for Booking/purchase of the additional Service.

Specific Cancellation Conditions for Flight Tickets and Additional Services

7.75. Vola reserves the right not to refund the service charged by Vola at the time of ticket issuance or sale of any travel services in the event of cancellation of air tickets/travel services (by the User or Travel Service Providers).

7.76. Where, exceptionally, Vola decides to reimburse you for amounts which, according to these Terms and Conditions, are not refundable or where it offers you vouchers as an alternative to cash reimbursement, Vola is entitled both to act on your behalf and to make a claim for you to seek any refunds from the airline operating/expected to operate the flights or from third party representatives, and to retain any refund made by the airline/third party in relation to the flight/segment of the flight purchased by you and to be operated by the airline.

7.77. Please note that after the purchase of Additional Services (check-in fee, SMS service, preferred seating, luggage, charges for sports equipment, pets, musical instruments or priority services, etc.), the related fees are non-refundable.

The Flight Ticket

7.78. The flight ticket is the document or electronic record on the basis of which the flight is made. The information entered on the airplane ticket supplements these Terms and Conditions. A passenger who has been in possession of the airplane ticket shall be presumed to have been aware of all this information and may not subsequently invoke that he/she did not know it and claim any damages to the Vola.

7.79. The passenger holding the purchased ticket is obliged to keep it in good condition and present it when boarding. If, for any reason you are unable to present your Flight Ticket for boarding, you do not have the right to ask us to resend your Flight Ticket, and your inability to take the flight for this reason is your own fault, thus you will not be entitled to claim damages from the Vola or the airline.

7.80. Before buying a Flight Ticket, we recommend that you check which travel documents are required both in the country you are travelling to and in the transit country/countries (for stopovers). It is important to ensure that these documents comply with the regulations of all these countries and with the conditions imposed by the airline operating the flight. Minors must have their own passport or, where applicable, their own valid identity card when travelling. In addition to these documents, all minors travelling alone or accompanied by adults who are not their legal guardian or with only one parent may be required to have additional documents (e.g. power of attorney - original court record for the non-parent accompanying person) signed by both parents, the second parent or the legal guardian from whom they obtained permission to travel. If you have any questions or need more information, you can contact the Border Police.

Visas, tests and vaccinations and other travel conditions

7.81. If visas are required, Vola does not offer a visa service. Passengers/tourists are responsible for obtaining them in a timely manner. Passengers/tourists must also ensure that their travel documents (passport or identity card) are valid for at least 6 months from the date of departure from Romania, in cases where this period is required by law.

7.82. Passengers/Tourists are responsible for ensuring they know about travel conditions imposed by the airlines/countries of destination and/or stopover (including statements to be completed regarding health status or SARS-CoV-2 infection), including mandatory vaccinations for certain destinations and required tests both in the country of destination and in the transit country/countries (for stopover/layover). The User agrees that Vola is not responsible for denied boarding if one or any of the passengers in the Booking does not meet the conditions imposed by any of the above mentioned entities. Also, if, during the Booking or check-in process, the Travel Service Providers have a request from the User regarding the fulfilment of travel conditions, the User authorises Vola representatives to make this declaration on their behalf and on behalf of the passengers in the Booking.

Special Assistance Service

7.83. Vola does not provide Passengers with a special assistance service, therefore the Passenger/Authorised Representative must notify Vola in advance if they wish the Vola to arrange such a service. Vola and/or Travel Service Providers reserve the right to apply charges for Additional Services, these will either be displayed separately in the Booking process on the Site, or will be included in the Total Price displayed on the Site, or will be communicated separately by email/chat/telephone or included in the Total Price transmitted through the same communication channels, upon receipt of the request to book/purchase the additional Service.

Travel change information

7.84. It is entirely the responsibility of the User and/or passenger to check the status of the flight before departure and to identify any changes to the flight schedule related to the Booking.

Combined Flights

7.85. For certain flights, the site may offer Users flight combinations that include two or more flights of one or more airlines, each flight being treated as a separate service with a separate PNR (ticket number), and airlines may not cooperate in organising such an itinerary.

7.86. In order to offer the best prices to Users, Vola may offer combined flights from the same airline, so the User will receive different ticket numbers issued by the airline.

7.87. When deciding to purchase an Itinerary consisting of multiple flights with one or more airlines, the User will formally make a Booking for each separate ticket with one or more airlines.

7.88. Please note that when choosing a Combined Flights itinerary, you should consider the following during stopovers:

• you will need to collect and re-check your luggage;
• you will need to go through customs and government checks, so you may need visas or other necessary documents and other local requirements to enter the countries you are stopping in.
• Transfer costs from one airport to another will be borne independently by the User/Passenger.

7.89. Since the User purchases separate tickets for each flight within the combined flights, and since the flight connection configurations may offer a short period of time to connect (depending on the search parameters indicated by the User and the availability of flights) several risks may arise with tickets for a combined flight: e.g. risk of delaying/cancelling a flight, risk of changing the flight schedule, risk of not being able to use the subsequent connection or connections of the combined flights.

VIII. GoVola promotional campaigns

8.1. Vola reserves the right to run several promotional campaigns on Flight Ticket offers in parallel, promotions are not necessarily applied to all Flight Ticket Bookings. Promotions are set according to the marketing campaigns run by Vola, so in some campaigns we can offer flights at a reduced price compared to the airline's price as part of our package deals.

8.2. Discounts or discount coupons may be combined with other promotional campaigns or discount coupons and are only applicable according to the rules of each promotional campaign.

8.3. Discounts or discount coupons do not apply to customers who make Bookings as a result of searching for flights on metasearch engines (e.g. Momondo, Skyscanner, etc.).

8.4. In the case of market research studies that Vola conducts through internal or external consultants, Vola will grant discount coupons to participants in the market research study in question under the following conditions.

8.5. Vola may promote the free rebooking service at its discretion, on all or some of its Sites. The specific free rebooking conditions will be announced in the relevant campaign and may be available for a limited period. Thus, Users who have booked flights on the relevant Site on which the promotional offer is advertised, can rebook (change) the flight by modifying the schedule or itinerary. The cost of rebooking cannot be higher than the cost of the original tickets plus seats and baggage purchased through Vola, without any other ancillary services purchased.

If the cost is higher, the difference will be borne by the User/Passenger. Vola may also decide, at its discretion, on which flights/airlines to offer or not to offer the free rebooking service and also the actual cost of the rebooking must be borne by the User/Passenger if it is higher than the actual price paid for the original ticket plus seats and baggage purchased through Vola, without any other purchased accessories.

8.6. Rerooking may be available up to 24 hours before the first departure. The rebooking service is not available if travel has commenced or if the Booking is affected by an airline cancellation or flight change.

8.7. Once the rebooking is complete, it will affect the entire Booking and all passengers. The rebooking request must be carried out by the User (the first passenger on the Booking).

8.8. Vola may, at its discretion, suspend or cancel the free rebooking service at any time it deems necessary, including but not limited to situations such as: "Force Majeure", "government orders" or "times of war" state of emergency, state of alert or travel restrictions imposed by government authorities, political instability, fires, floods, accidents, storms, volcanic eruptions, epidemics, pandemics, strikes, terrorist attacks, earthquakes and all other unforeseen events that may affect Vola, Carriers, Suppliers or any other Vola service provider. Force Majeure Events include, but are not limited to, any discretionary decision by or related to Carriers that results in the suspension/cancellation of multiple flights within a given period of time or cessation of operations for any reason, including, but not limited to, insolvency/bankruptcy/reorganisation/restructuring of the Carrier/other Provider, regardless of whether Vola has failed to notify the User/Passenger of such event.

8.9. The period for which Vola decides to suspend and/or cancel the free rebooking service is entirely at the discretion of Vola, which means that the cancellation may apply retroactively. Thus, the cancellation of the free rebooking service applies to all flights to be operated after Vola provides notice of its suspension/cancellation, regardless of whether Vola (i) approved the free rebooking prior to the notification or (ii) one of the segments of the Itinerary has already been used. Specifically, Vola has the power to decide the exact time of cancellation/suspension of the service and the notification that will be posted on its website.

8.10. The free rebooking service is also not available in the following circumstances:

a. A travel ban, regardless of whether the flight has been cancelled or modified by the Carrier/Supplier and whether Vola has been able to inform the User/Passenger of this interruption;

b. Denied Boarding;

c. No-show;

d. An Order being cancelled by Vola.

8.11. The free rebooking service does not cover Additional Services or changes except the flight dates. Only seats and luggage are included if purchased by the User through Vola.

8.12. Participation in promotional campaigns run by Vola implies an obligation to accept and comply with the provisions of these Terms and Conditions and specific regulations published on the Vola promotional campaigns page.

IX. Terms and Conditions applicable exclusively to tourist service packages

9.1. Vola makes available to its Clients both its own tour packages, in which case it acts as an Organising Travel Agency, and the tour packages of its partners, which act as Organising Travel Agencies, in which case Vola acts as an Intermediary Agency.

9.2. Vola fulfils the information obligation imposed by the provisions of Government Ordinance no. 2/2018 on travel packages and related travel services by:

• publishing on the Site
• Templates of Tourist Contracts; and
• Standard pre-contractual information applicable both when Vola acts as OTA and when it acts as ITA;
• by email confirming the order, the contract with the tourist and standard pre-contractual information.

9.3. In the event of an emergency, tourists can contact Vola on the phone number available on the Website.

9.4. Tourists may transfer the service package to another person under the conditions stipulated in the Tourist Contract concluded with Vola as OTA or ITA. If Vola is acting as an ITA, the transfer also complies with the conditions imposed by the partner providing the travel package, and Vola will not be held liable if it is found that the package cannot be transferred to another person.

9.5. Tourists are obliged to notify Vola of any non-compliance found during the use of their travel package without undue delay.

9.6. In accordance with applicable special legislation, if Vola acts as your OTA, it has the protection to refund your payments and, if carriage is included in the package, to ensure your repatriation if it becomes insolvent with the Insurance Company named in the Insurance Policy posted on the Site.

9.7. Bookings will be made subject to the availability of the services included in the package with Vola providers, as well as subject to the Terms and Conditions of each chosen service provider.

9.8. Vola assumes no responsibility for the accuracy or quality of the products and services reflected on this Site provided by Travel Service Providers (such as airlines, hotels, car rental companies and other suppliers).

9.9. Any Booking made online or offline (by phone, email or directly at Vola) implies acceptance of the Terms and Conditions and the rules set out in the applicable Contract with the tourist.

9.10. Any disputes between the parties will be settled amicably through the alternative dispute resolution (ADR) mechanism, the applicable legislation can be consulted here, otherwise the parties agree to apply to the competent courts in Bucharest.

X. General conditions applicable to hotel Bookings

Check-in and check-out times

10.1. In the case of most hotels, the normal check-in time is 2pm and check-out is at 11am. Important! These times may differ from one hotel to another. Please check this information on the GoVola website or consult Vola agencies.

10.2. If you arrive at the hotel after the check-in time indicated above, rooms are usually held until 6pm (local time) on the date of arrival. If you arrive at the hotel after this time, please specify in your Booking (if there is a comment field) or inform us about this possibility, indicating your estimated time of arrival. If the hotel is not notified of this, it has the right to resell the room.

10.3. Room types

• Single room – contains one bed for one person;
• Double room – contains a double bed for 2 persons;
• Twin room - contains 2 separate individual beds;
• Double/twin beds in a single room - contains a double bed for one person;
• Triple room - contains 3 single beds or a double bed for 2 persons and an extra bed for 1 person;
• Quadruple room - contains either 2 double beds, each for 2 persons, or 4 separate single beds, or 1 double bed for 2 persons and 2 additional single beds;
• Twin/double room plus child - contains either 2 single beds or 1 double bed plus 1 extra bed for child, depending on the age indicated in the Booking. In some cases, depending on age, the child can share a bed with the parents. If you want a separate bed for your child, we suggest you search for adults only, considering your child as an adult.

10.4. Children up to the age of 2 are considered infants and to get a bed for them you need a confirmation from the hotel. Please specify if you would like a baby cot in the comments field of your Booking (if one is available) or send us this request by email immediately after completing your Booking.

10.5. The hotel will allocate rooms to tourists (unless a specific room is booked and paid for in advance).

10.6. If the hotel is unable to provide accommodation (for justified reasons), it is obliged to offer you accommodation in another hotel of the same or higher class. In this case, the tourist must accept one of these alternatives. In the case of special events (fairs, exhibitions, congresses, sports, religious or political events, public holidays, etc.), special Booking rules may apply (minimum number of nights, higher rates, special cancellation or change policy, stricter payment conditions, etc.).

10.7. Payment for Bookings must be made in accordance with the terms and conditions specified at the time of Booking. Failure to do so shall result in the cancellation of the Booking.

10.8. Therefore, depending on the terms and conditions imposed by the hotels, you may be required to pay for all or part of the service reserved at the time of Booking and payment will be made to the account of Vola, the hotel or its representative.

10.9. Payments for hotels shall be made in accordance with the above paragraph.

Discount campaigns by Vola

10.10. Vola reserves the right to run multiple discount campaigns on hotel offers in parallel and discounts do not have to be applied to all hotels. Discounts are determined according to travel providers and Vola's discount policy.

10.11. Customers who book only accommodation on Vola can benefit from discounts for several hotels in our database (the discount percentage may be different for each hotel, depending on location, category, supplier, etc.).

Conditions for cancelling and changing Bookings

10.12. Depending on the cancellation policy specific to each hotel, cancellation can be made directly by the tourist using the "Cancellation and Modification Policy" link in the Booking confirmation email or the cancellation request must be made in writing to Vola by email.

10.13. The cancellation policy applied to each Booking depends on the type of service, Travel Service Providers, date of travel or other factors indicated by the Travel Service Providers. The cancellation policy will be specified at the time of Booking, on the Booking details page, on the confirmation page and in the Booking confirmation email.

10.14. Important! please read the cancellation terms and conditions carefully before confirming your Booking. If you do not agree with the cancellation policy, your Booking cannot be confirmed.

XI. Obtaining comments

Check-in and check-out times

11.1. Vola may collect your comments about hotels, destinations or services offered by Vola and its partners from its customers after they have returned from holiday.

11.2. Customers agree to the publication of their opinions on the Site, and their offline use by Vola consultants to recommend hotels/destinations. If you choose to post comments, your name and comments about our services will be visible to other Site Users. Comments may be collected online in the comment collection system available on the GoVola website or offline (by email or telephone) by Vola consultants.

11.3. Vola reserves the right to refuse certain comments, especially those containing vulgar words. Before publishing comments on the Site, Vola reserves the right to edit grammatical errors without changing the meaning of the words. Comments provided by customers become the property of Vola and may not be published on other Sites.

XII. Special terms and conditions applicable when purchasing Flex

12.1. Presentation of the main features of Flex, which are detailed in clauses 12.1-12.9:

What is Flex?

12.2 Flex allows you to voluntarily cancel your Booking for any reason up to 24 hours before your first departure and receive a partial refund ("Refund") of the price (i.e. the total cost of the ticket with all ticket-related accessories purchased online at the same time as the ticket, such as seats and baggage, and excluding the cost of Flex and medical insurance) against payment of a fee:

• Refund: 90% of the price of the trip (a ceiling of 7,000 EUR/Booking/);
• No need to give a reason or provide evidence;
• One-click cancellation;
• Cash transfer is made within 3 working days.

How does Flex work?

12.3. Flex applies when you purchase an airline ticket and add it to your Order and then voluntarily choose to cancel your Booking.

12.4. The User/Passenger can cancel the Booking by using the request form: https://www.govola.com/uk-en/cancel at least 24 hours before the departure of the first flight of the Booking. Vola may, at its discretion, offer an earlier departure deadline.

12.5. Vola does not require reasons or evidence to be provided to document voluntary cancellation. It should be noted that Flex is not available in the cases mentioned in clause 13.26., where the airline is responsible for the refund.

12.6 Vola will proceed with the refund to your bank account within 3 working days.

How much money do I get back if I buy Flex?

12.7. If you choose not to travel, you will receive 90% of the ticket price. This amount is capped at EUR 7,000/Booking. This cap took effect on 24 November 2023. The amount indicated to the User is applied.

How soon do I get my money back?

12.8. You will receive your refund within 3 working days.

Is the cost of Flex refundable?

12.9. If you have purchased Flex, its cost is non-refundable unless your order is cancelled by us or before an e-ticket is issued and sent.

WHAT DOES VOLA OFFER WITH FLEX?

12.10. Vola provides you with the Site which offers you the possibility to search and check availability for the purchase of Flight Tickets for flights operated by airlines and through Flex, Vola offers you the option to voluntary cancel the Booking without the need to invoke any reason and without requesting any documentation, in exchange of a fee and subject to the assignment to Vola of any rights related to the Transportation Agreement including the right of Vola to cancel the Transportation Agreement at its discretion, the right to pursue any claims related to the Cancelled/Modified Flight (or, alternatively, the authorisation to pursue claims from the airline), as per the special terms and conditions mentioned under this section. The above transfer of rights only becomes effective on the date Vola transfers the refund to the User/Passenger.

12.11. Thus, Flex allows you to voluntarily cancel your Booking for any reason up to 24 hours before your first departure and receive a partial refund ("Refund") of the price (i.e. the total cost of the ticket with all ticket-related accessories purchased online at the same time as the ticket, i.e. seats, baggage, excluding the cost of Flex and medical insurance) in cases where either the price is non-refundable or the refundable amount is less than the refund.

12.12. Thus, Vola offers Flex which allows you to either:

a. voluntarily cancel your Booking (i.e. ticket flight and its ancillaries such as luggage, seats which were purchased on the time of purchasing the ticket), at your discretion, at least 24 hours before the departure of the 1st flight of your itinerary, and to receive 90% of the Price in cases in which either the Price is either non-refundable, as per article 7.20 of the current Terms and Conditions or the refundable amount is below the Refund, by following the standard cancellation process outlined in article 12.22.

For example, a Booking starting on 15 December at 2:30pm can be cancelled at any time up to 14 December at 2:29pm (effective cancellation). Any request to use Flex after 14 December 2:30pm will not be considered.

b. rebook the flight, by changing the schedule or itinerary, if such an option is available from the airline, without paying the Vola service fees. Notwithstanding the above, the actual cost of rerooking must be borne by the User/Passenger if it is higher than the price.

12.13. The cancellation/rebooking will cover all flight segments within the itinerary and all passengers on the Booking.

12.14. With Flex, we will offer you the following alternatives from which you can select once and once only, according to your preferences:

(i) CASH REFUND in the case of flexible cancellation up to 24 hours before first departure or

(ii) ASSISTANCE with Rebooking.

CASH REFUND

12.14.1. If you do not wish to continue your trip and wish to voluntarily cancel up to 24 hours before your first departure, we will refund 90% of the price in cash in accordance with these special terms and conditions.

12.14.2. In this case, we will refund you using the same payment method as the one you used to pay for the Order (for example, if you paid for the Order by payment card, the Refund will be processed to the account associated with that payment card) or by bank transfer to a bank account that you will indicate to us, under the conditions set out herein, without undue delay, within a maximum of 3 working days from the date on which you completed the form provided by Vola.

12.14.3. If you have paid for your order using more than one payment method (e.g. Vola Voucher and credit card for the difference), the refund will be made in cash to your card. Refunds will be made in the same currency used to pay for the order (except for cryptocurrencies, in which case we will refund you the EUR equivalent of 90% of the price at the conversion rate used at the time of the order).

ASSISTANCE

12.14.4. If you wish to cancel up to 24 hours before your first departure but still wish to travel, we can assist you in rebooking your flight by changing the schedule or itinerary, if such an option is available with the airline, and we will cover the cost of the new ticket up to the original ticket price. Notwithstanding the above, if there is a difference between the cost of the new ticket and the cost of the original ticket, the difference must be borne by the User/Passenger if it is greater than the cost of the original ticket.

12.14.5. Moreover, under Flex, Vola offers you professional support and special assistance in case of events related to your travels (voluntary flight cancellation, rebooking).

WHEN CAN FLEX BE PURCHASED?

12.15. You can purchase Flex only at the time you initially place your Order through Vola.

WHEN IS FLEX APPLICABLE?

12.16. Flex is applicable if added to and paid for as part of your Order made through Vola. It is applied if you subsequently and voluntarily elect either to cancel your Booking or to rebook, subject to the special conditions mentioned herein below. The precondition for Flex assistance services within the scope of the Refund is that Vola is assigned any rights relating to the Contract of Carriage, including the right to cancel the Contract of Carriage at Vola's discretion, the right to pursue any claims related to the cancelled/modified flight (or, alternatively, the authorisation to pursue claims from the airline in accordance with the special terms and conditions mentioned in this section). In this case, Vola will file such claims to recover on its behalf the funds it has allocated to assist you with Flex.

12.17. Exceptionally, Flex also applies in the scenario where the flight consists of legs sold by different Travel Service Providers and at least one leg, but not all legs, is/are cancelled by the respective Travel Service Providers, provided that the User transfers all rights related to the Cancelled Flight to Vola.

12.18. Flex will be offered at the discretion of Vola as to which flights will or will not be offered.

HOW FLEX WORKS

12.19. Flex applies when you purchase a Flight Ticket, add it to your Order and subsequently and voluntarily choose to either cancel the Booking or make a new Booking.

12.20. The User/Passenger may voluntarily cancel the Booking by completing the form provided in a link in the email sent by Vola.

12.21. Please note that voluntary cancellation must include all passengers on the Booking and all flight segments mentioned in that specific Booking.

12.22. In order to voluntarily cancel the Booking, you need to:

• click the "Cancel" button in the Vola ticket confirmation email at least 24 hours before the departure of the first flight in the Itinerary
• confirm your Booking cancellation in the online form provided in the email https://www.govola.com/uk-en/cancel and identify yourself in that form.

12.23. In the above case, where you choose to voluntarily cancel your Booking, Vola will proceed with the refund to your bank account within 3 working days.

12.24. In some rare cases where the User/Passenger may benefit from rebooking the flight instead of cancelling it, Vola may keep the Flex refund and treat it as an advance for a paid rebooking. If the advance does not cover the cost of rebooking, the User/Passenger must pay the difference.

WHAT DOES FLEX COST?

12.25. Flex is offered by Vola for an additional fee, which is shown on the Site at the time of purchase.

WHEN IS FLEX NOT APPLICABLE?

12.26. Flex does not apply to involuntary cancellations that relate to one of the following events:

a. A Cancelled Flight or a Modified Flight made by the Airline/other Third Party Supplier prior to Vola processing the refund, regardless of whether Vola has been able to inform the User/Passenger of this disruption. In the case of flights consisting of several legs, all legs must be cancelled. It should be noted that the legal obligation to reimburse the cost of the ticket for a cancelled/amended flight remains in all cases with the airline which cancelled or amended the flight.

b. An airline/other third party supplier suspending or terminating its business for any reason, including, but not limited to, insolvency/bankruptcy/reorganisation/restructuring of the airline/supplier prior to the processing of the refund by Vola, regardless of whether Vola has failed to notify the User/Passenger of such event. It should be noted that the legal obligation to reimburse the cost of the ticket for a cancelled/suspended flight rests in all cases with the airline that cancelled or suspended the flight.

c. A travel ban, regardless of whether the flight has been cancelled or modified by the Airline/Supplier and whether Vola has been able to inform the User/Passenger of this disruption;

d. Denied Boarding;

e. No-show;

f. An Order being cancelled by VOLA.

To avoid any doubt, Vola informs the Customer that it is not possible for the Customer to submit a request for voluntary cancellation of a flight (and benefit from the options offered by Flex) after having been informed by any means, including by the airline directly/through Vola, of the cancellation of the flight, for the reasons indicated above in paragraph 13.26.

12.27. Flex does not cover the following:

a. any additional travel expenses incurred, paid either to VOLA or directly to the airline/other third party supplier or other service providers (e.g. but not limited to: medical/travel insurance, etc.) and/or other compensation you may be entitled to claim from the airline/other third party supplier (rights of claim for such compensation are transferred to Vola if you purchase Flex); or

b. any other amount that is reimbursable by the airline/other third party supplier in cash or in kind.

LIMITATIONS OF FLEX

12.28. The solutions described above in 12.14.1-12.14.5 are offered by Vola under Flex, subject to the following cumulative conditions being met:

(i) The Flight Tickets to which Flex applies are purchased for a flight offered through Vola.

(ii) Flex must be purchased at the same time the Flight Ticket is purchased.

(iii) if you wish to cancel your Booking/reservation, you must follow the standard cancellation procedure at least 24 hours before your first departure, otherwise the solutions indicated in 12.14.1 or 12.14.4. under Flex will no longer be available.

(iv) there are no active promotional campaigns implemented by Vola for certain periods of time and on certain Sites offering Users the opportunity to make free Bookings for all/specific flights at the discretion of Vola. In the latter case, the free rebooking option is not included in Flex.

12.29. If you make changes to your flight itinerary, booked through us, without our assistance, but directly with the airline that was supposed to operate the flight, without our prior approval, Flex will be void and therefore you will not be entitled to any of the solutions indicated in 12.14.1 or 12.14.4.

Remember! By choosing Flex, you acknowledge and agree that if Vola makes a cash refund or assists you with rebooking, you assign the right to request that the airline reimburse the funds related to the cancelled/changed flight to Vola. By doing so, you agree not to file such claims against the airline without the prior approval of Vola and you also agree that the chosen alternative is irreversible once you have informed Vola about it.

WHEN IS FLEX IS CANCELLED?

12.30. Flex is automatically cancelled/invalidated in any of the following situations:

The User/Passenger changes the original Travel details or contact details directly with the airlines and without notifying Vola first;
Cancellation of your Vola Booking was made by the User or any passenger on the Booking directly with the airline and not through Vola or its suppliers;
The cancellation was not made within the timeframe indicated in these conditions, i.e. up to 24 hours before the first departure.

UNDER WHAT CONDITIONS ARE RIGHTS TRANSFERRED?

12.31. By accepting these special terms and conditions, the User and/or Passengers declare that they have not requested/will not request a refund of the ticket price, any relevant fees and/or compensation from any other entity, including the airline, including any compensation to which they may be entitled under EC Regulation 261/2004.

12.32. By clicking on the "Add Flex" button when purchasing Flex on the Site, the User and/or Passengers:

(i) transfer all rights and titles against the Service Provider (air carrier/other travel service providers, as the case may be) to Vola and authorise Vola to submit claims for compensation on their behalf to the Service Provider under Regulation EC No 261/2004 of the European Parliament and of the European Council of 11 February 2004 establishing universal principles of compensation and assistance to passengers in the event of delayed, changed or cancelled Flights or denied boarding (hereinafter "Claim"); and

(ii) agrees to expressly authorise Vola to act on its behalf to seek any further reimbursement from the Service Provider of the cost of the Flight Ticket(s) and to obtain any fees, including airport taxes;

• in the event of cancellation/modification of a flight/flight segment by the Service Provider (for whatever reason) only after the User voluntarily cancels the flight and Vola processes the Refund under the terms and conditions set out in this section.

12.33. Thus, the above transfer of rights becomes effective on the date Vola transfers the refund to the User/Passenger.

12.34. Thus, as a result of purchasing Flex, the User and/or Passengers:

a. transfer the Claim to Vola, which they hold against:

(i) the Service Provider (air carrier/other travel service providers, as appropriate) to which it is entitled (including but not limited to: airport charges, compensation, etc.);

(ii) the Insurer(s), as the case may be, if the User has insurance covering flight delays, cancellations or changes in flight schedule(s) during the Journey; and further

b. agrees that any fees and/or compensation to be received by Vola on behalf of the User and/or Passenger(s) will be retained 100% by Vola.

12.35. The transfer of the claim is subject to the following conditions, which must be met cumulatively:

(i) The occurrence of the above complaint against the Service Provider or Insurer respectively;

(ii) Vola has processed the Refund to the User who purchased Flex in accordance with the provisions of this section.

12.36. If the transfer of the Claim under this section is ineffective or contested in whole or in part by the Service Provider or the Insurer, the User undertakes to arrange for an effective transfer at the request of Vola, up to and including the signing of a separate written contract or Power of Attorney. In addition, at the request of Vola, the User may be required by Vola to notify the Service Provider of the transfer of its claims.

12.37. In certain situations, Vola, Vola's authorised partners, contractors or Service Providers will request certain documents and information from the User and the User agrees to make them available.

12.38. In addition, the User taking advantage of the alternatives offered by Vola under Flex in paragraph 12.14.1 or 12.14.4, authorises Vola or its contractors to represent the User and/or Passenger(s) in the process of pursuing all claims against the relevant Service Provider(s) and legal action or any other action necessary on behalf of the User and/or Passenger(s) to obtain the relevant fees and/or compensation. If positive case law is established and damages or compensation are obtained by Vola or its partners (participating directly or indirectly in the process of obtaining compensation), Vola is entitled to retain 100% of each successfully obtained fee and compensation.

12.39. By purchasing Flex, you expressly accept these Terms and Conditions, Vola's General Terms and Conditions, Airline Regulations and Regulations of other travel providers.

XIII. Special terms and conditions applicable to Fast Refund

WHAT IS THE FAST REFUND SERVICE?

13.1. Vola provides you with the GoVola website (the “Site”) which allows you to search and check availability for the purchase of tickets for flights operated by airlines, as well as for related services. Vola offers you the related FAST REFUND service (hereinafter referred to as "FAST REFUND") which is available for eligible flights for which you purchased Flight Tickets through Vola.

13.2. Through the FAST REFUND service, Vola offers assistance if your Booking is affected by one of the following situations:

(i) cancellation of some or all flight segments within the itinerary ("Flight cancelled"); or

(ii) change of flight schedule or itinerary ("Modified Flight") by the airline, both of which are hereinafter referred to separately or together as "Event".

13.3. If there is an Event, Vola offers assistance in identifying an alternative for onward travel or in refunding the cost of affected flight segments in the form of Vouchers or cash, provided that the cost refund is confirmed by the airline.

13.4. So with FAST REFUND your money won't get blocked with the airline and you can quickly get a refund if you want to buy another plane ticket or no longer want to travel.

WHEN IS THE FAST REFUND SERVICE APPLICABLE?

13.5. The FAST REFUND service applies if your flight purchased through Vola, for which you also purchased the related FAST REFUND service, is a Cancelled Flight or is a Modified Flight for reasons beyond Vola's control.

13.6. FAST REFUND is a service offered by Vola applicable only in the cases of Cancelled Flight/Modified Flight in which the airline that cancelled/modified the flight has the legal obligation under Regulation (EC) no. 261/2004 to offer travel alternatives and/or to refund the cost of the plane ticket in cash, and the refund of the cost is confirmed by the airline. It should be noted that the legal obligation to reimburse the cost of the ticket related to a Cancelled Flight/Modified Flight stays, in all cases, with the airline that cancelled or modified the flight.

13.7. In principle, Vola will notify you as soon as possible of the Event affecting your travel and assist you in Booking an alternative flight if it has been offered free of charge by the airline or, if you no longer wish to travel or the alternative offered free of charge by the airline does not suit you, Vola will refund you the cost of the flight segment(s) affected by the cancellation or change and is/are eligible for refund within a maximum of 1 working day in the form of a Voucher or in cash.

13.8. The precondition for the provision of FAST REFUND assistance services within the refund is the assignment to Vola of the rights to claim compensation related to the Cancelled/Modified Flight (or, alternatively, the authorisation to claim compensation from the airline). In such a case, Vola will file such claims in order to recover in its favour the funds it has allocated to assist you with the Modified/Cancelled Flight. The above transfer of rights takes effect on the date Vola provides assistance or transfers the refund/ voucher to the User/Passenger.

13.19. By purchasing the FAST REFUND service you expressly accept the current Terms and Conditions, the Regulations of the Airlines and the Regulations of other Travel Service Providers and you expressly and exclusively assign us the right to start, obtain on behalf of all passengers mentioned on a Booking and withhold refunds made by the airline for flights affected by an Event.

WHAT DOES VOLA OFFER THROUGH FAST REFUND?

13.10. As part of the FAST REFUND service, we will offer you the following solutions from which you can select only one, depending on your preferences:

FREE ASSISTANCE

13.10.1. If you accept the free alternative offered by the airline for onward travel, we will assist you with the rebooking of your flight at no extra cost.

REFUND BY VOUCHER OR CASH

13.10.2. If you refuse the alternatives offered by the airlines and wish to continue your trip by purchasing a new Flight Ticket and the airline confirms eligibility for refund for the Cancelled Flight/Modified Flight, Vola offers you the following alternatives, of which you can select only one, depending on your preferences:

a. VOLA VOUCHER REDEMPTION: If you wish to continue your trip, Vola will issue you a Voucher, which can be used to purchase any other flight on the GoVola Website, with the following features:

• the equivalent of the amount confirmed by the airline as eligible for reimbursement;
• with a validity date of 24 months, calculated from the date the Voucher is made available to the User;
• for use through VOLA, for any air transport service available on VOLA, operated by any airline;
• which can be used for several Bookings through VOLA (at one time or during the validity period of the Voucher), but in each case up to the value of the Voucher, which will be reduced each time by the value of the services for which it was used.

13.10.3. The Voucher can only be used through VOLA by entering the Voucher code number during the Booking process on the Website.

13.10.4. If, in accordance with these terms and conditions, you are granted a voucher, it will be provided, under the conditions set out in this document, without undue delay, but no later than one working day from the date on which you exercised your option for this form of refund.

13.10.5. The voucher is non-refundable and the User may not receive its value in cash or replace it with other vouchers. The Voucher may be transferred by the User, in whole or in part, to a third party, provided that when the Voucher is used on the GoVola Site, the Voucher is validated with the email address to which it was sent to the User.

13.10.6. Each Voucher has a unique code and the User must ensure that this code is protected against access by third parties.

13.10.7. If the full amount indicated on the Voucher is not used, the remaining unused amount will not be refunded when the Voucher expires and will not be converted into another voucher. If the value of the orders placed is higher than the value of the Voucher, the User is obliged to pay the difference.

13.10.8. When using the Voucher and when its value corresponds to the value of the ticket(s) you wish to purchase, the User will be required to pay 1 GBP by credit card to validate payment with the Voucher and to issue the ticket(s).

13.10.9. The voucher is issued in GBP, and if the redemption amount confirmed by the airline is in a currency other than GBP, the exchange rate of the National Bank of Romania valid on the date of issue of the voucher will be used, i.e. other currency - RON-GBP. If the currency used for the payment of the ticket(s) for which the Voucher issued in GBP will be used is RON, the exchange rate used by Vola to convert the value of the Voucher into RON will be GBP/RON of the National Bank of Romania on the date of issue of the Voucher.

13.10.10. VOLA will not be held liable for using the Voucher contrary to its purpose.

13.10.11. VOLA will not be held liable if the unique Voucher code is lost or if a third party uses the Voucher or the Voucher code mentioned above due to the User's negligence.

b. CASH REFUND: If you do not wish to continue your trip, we can offer you a cash refund amount equivalent to the amount confirmed by the airline as eligible for refund.

13.10.12. If you choose, in accordance with these Terms and Conditions, to receive a cash refund of the ticket price for a flight affected by an Event, that amount will be refunded using the same payment method you used to pay us in full (for example, if you paid for your Booking by payment card, the refund will be refunded to the account associated with that payment card) or by bank transfer to a bank account which you will indicate to us, under the conditions set out herein, without undue delay, within a maximum of 1 working day from the date on which you exercise your option for this form of refund.

13.10.13. If you have paid for the Booking affected by an Event using more than one payment method (e.g. with VOLA Voucher and for the difference by card), the refund will be provided by both payment methods in an appropriate ratio.

LIMITATIONS OF THE FAST REFUND SERVICE

13.11. The solutions described above in 13.10.1 and 13.10.2 are offered by Vola as part of the FAST REFUND service, subject to the following cumulative conditions being met:

• Tickets for flights affected by an Event are purchased for a flight offered through Vola; and
• Fast Refund must be purchased at the time you purchase your Flight Ticket.

13.12. If you make changes to your flight itinerary, booked through us, without our assistance, but directly with the airline that was supposed to operate the flight, without our prior approval, the FAST REFUND service will be void and therefore you will not be entitled to any of the solutions indicated in 13.10.1 or 13.10.2.

13.13. The Fast Refund Cash Refund option will no longer be available if we do not receive an email response regarding one of the options mentioned in 13.10.1 and 13.10.2 above at least 48 hours prior to the scheduled date of the Cancelled Flight/Modified Flight or within the airline's deadline for submitting the cash refund request.

13.14. By choosing the FAST REFUND option, you acknowledge and agree that if VOLA provides you with assistance or makes a refund (by issuing a Travel Voucher/Cash Refund), you assign to VOLA the right to request the airline to reimburse the funds related to the Cancelled Flight/Modified Flight and that the above transfer of rights takes effect on the date VOLA provides assistance or transfers the refund/Voucher to the User/Passenger. By doing so, you agree not to file such claims against the airline.

WHEN IS THE FAST REFUND SERVICE NOT APPLICABLE?

13.15. Please note that the FAST REFUND service is not applicable in any of the following situations:

• The User/Passenger voluntarily cancels the Trip or modifies the Trip without the consent/approval of Vola;
• The User/Passenger is denied boarding for any reason, including failure to meet the minimum and necessary obligations related to the possession of travel documents required by each governmental authority, including visas, COVID tests, proof of vaccinations, notarised powers of attorney for minors, certifications for items carried, and other required documents, and denied boarding;
• The User/Passenger has not fulfilled their obligation to check the status of the flight before departure and to identify any changes in the flight schedule(s), as well as to inform Vola as soon as possible of the changes and their choice of alternatives offered by the airline;
• The User/Passenger has changed the original Travel details or contact details directly with the airlines without prior notification and approval of Vola, in which case the FAST REFUND service is automatically cancelled/invalidated;
• The flight for which you purchased the FAST REFUND service is affected by an Event due to insolvency/bankruptcy/reorganisation/restructuring of the airline.
• The flight for which you purchased the FAST REFUND service is affected by an Event that is part of a massive cancellation (due to any reason) representing a percentage of 30% or more of all selected airline flights, in a certain period of time, or of any other effect that significantly restricts or determines the inoperability of the selected airline. Please note that in these cases we will do our best to offer you the FAST REFUND service, but only at our discretion.
• The airline's refund policy deviates from the standard one and is modified after completion of the FAST REFUND purchase process, so that the airline no longer gives cash refunds for the cost of flights affected by an event or imposes long waiting periods for cash refunds for tickets on flights affected by an event or in any other similar situations.
• In all cases where you have purchased FAST REFUND and this service becomes inapplicable, Vola will refund the fee paid for this service.

WHEN CAN THE FAST REFUND SERVICE BE PURCHASED?

13.16. You can only purchase the FAST REFUND service when you book your air travel through Vola when you purchase your Flight Ticket(s).

WHAT DOES THE FAST REFUND SERVICE COST?

13.17. The FAST REFUND service is offered by Vola in exchange for an additional fee, calculated as a percentage, for example, between 10% -20% of the value of the airline ticket purchase, the amount of which is shown on the Site at the time of purchase.

WHAT IS NOT COVERED IN THE FAST REFUND SERVICE?

13.18. The FAST REFUND service does not cover additional travel expenses incurred, paid either to Vola or directly to the airline/other service providers (e.g. but not limited to: medical/travel insurance, VOLA Refundable, etc.) and/or other compensation you may have to claim from the airline.

UNDER WHAT CONDITIONS ARE RIGHTS TRANSFERRED?

13.19. By purchasing the FAST REFUND service you expressly accept these Terms and Conditions, Vola's General Terms and Conditions, Airline Regulations and the Regulations of other Travel Service Providers and expressly and exclusively assign to us the right to initiate, obtain on behalf of all passengers named on a Booking and retain refunds made by the airline for flights affected by an Event.

13.20. By accepting these Terms and Conditions, the User/Passengers declare that:

• they have not requested/will not request a refund of the Flight Ticket price from any other entity, including the airline, irrespective of the option chosen referred to in points 13.10.1 and 13.10.2.
• authorises VOLA to take any action on behalf and for the account of the User/Passengers to submit a complaint/request to the airline, which is responsible for the cancellation of the flight/modification of the flight schedule.
• authorises VOLA to represent the User/Passengers in the complaint procedure before the airline or any other entity, including taking all decisions on behalf of the User/Passengers, to obtain refund of the cost of the Flight Ticket, regardless of the option chosen by the User/ Passengers to benefit from the FAST REFUND service. The User/Passengers also declare that the authorisation mentioned above has also been confirmed by all persons indicated by name on the respective Flight Tickets and also that they/he/she expressly waive(s) any type of pecuniary or pecuniary claims/actions or of other another nature, which may intervene as a result of any of the accepted options, against Vola.

13.21. Acceptance of any alternative (e.g. assistance, voucher or cash refund) by the User shall also be deemed to be the User's consent and acceptance of these Terms and Conditions and, accordingly, the User agrees not to seek refund of the cost of the airfare directly/indirectly on any basis from the airline or any other entity. By accepting these Terms and Conditions, the User undertakes to inform the persons indicated by name on the individual Flight Tickets about the content of these Terms and Conditions and to obtain their consent regarding these Terms and Conditions.

13.22. As a result, the User transfers to Vola all claims to which they are entitled and against which they are entitled:

• the airline; and
• the Insurer (or Insurers, as the case may be), when the User has insurance covering the cancellation of the flight or changes to the flight schedule (s) during the Trip.

13.23. The transfer of the claim is subject to the following conditions, which must be met cumulatively:

• The occurrence of the above claims against the airline or insurer respectively;
• The User benefits from any of the options offered by Vola under the FAST REFUND service, in accordance with the provisions of these Terms and Conditions.

13.24. If the transfer of the claim under these terms and conditions is ineffective or disputed in whole or in part, the User undertakes to take the necessary steps to make an effective transfer at the request of Vola, up to and including the signing of a separate written agreement. In addition, at the request of Vola, the User shall notify the Insurers or airlines respectively of the transfer of claims made.

13.25. Furthermore, any User who benefits from the services offered by Vola within the framework of FAST REFUND, authorises Vola, partners, contractors and Travel Service Providers to represent the User in the process of exercising all steps regarding complaints, legal actions against the respective airline or any other necessary measures on behalf of the User.

13.26. If the User/Traveller has received assistance or any form of refund from VOLA to support the FAST REFUND service and subsequently:

• refuses to assign claims against the airline (possibly refusing to grant authority to pursue claims against the airline),
• independently submits claims to the airline and obtains compensation for the Event,
  the User is obliged to reimburse VOLA for all costs incurred by VOLA in providing the FAST REFUND service.

13.27. The refund of the costs indicated above must be made within 14 days of receipt of a relevant request from VOLA.

XIV. Special terms and conditions applicable when purchasing TRIP PROTECT

WHAT IS TRIP PROTECT AND WHEN DOES IT APPLY?

14.1. Vola offers through the Site the possibility to search and check availability for the purchase of Flight Tickets for:

• direct flights; and
• combined flights comprising two or more flights by one or more airlines or by the same airline, where each flight is treated as a separate service with a separate PNR (ticket number), and airlines may not cooperate in organising such an itinerary (hereinafter in this section referred to as "Journey").

14.2. As part of the intermediary service offered by Vola, we can offer you TRIP PROTECT service (hereinafter "Guarantee") as a separate component for all types of flights (direct flights and combined flights), in accordance with the terms described in this section.

14.3. The guarantee applies when you purchase a Flight Ticket on the Site and add the service to your Booking Request, then you can use it if the airline/travel service provider cancels the flight or changes the flight itinerary or part of the itinerary for various reasons ("Event"), and thus the passengers:

(i) are unable to leave at the scheduled time or day, or

(ii) will no longer arrive at the scheduled time or day, respectively,

(iii) fail to catch connections in the case of multi-connection flights.

14.4. The guarantee offered by Vola can only be applied in cases where your flight(s) during your Journey is/are affected by Events caused by factors that may arise in the normal course of air transport activity carried out by airlines.

WHEN DOES TRIP PROTECT NOT APPLY?

14.5. The guarantee cannot be applied in any of the following situations:

(i) Flight(s) on the Journey are affected by a change in flight schedule of less than 5 hours, in which case the flight is moved by default by the airline to the new flight schedule offered by the airline, unless the change in schedule affects the itinerary such that you do not arrive at least 30 minutes before your next connection;

(ii) The User/Passenger has voluntarily cancelled the Trip or modified the Trip without Vola's consent/approval;

(iii) The User/Passenger is denied boarding for any reason, including failure to meet the minimum and necessary obligations related to the possession of travel documents required by each governmental authority, including visas, COVID tests, proof of vaccination, notarised powers of attorney for minors, certificates for items carried, and other necessary documents, and has been denied boarding;

(iv) The User/Passenger has not fulfilled their obligation to check the status of the flight before departure and to identify any changes in the flight schedule(s) and to inform Vola as soon as possible regarding changes and their choice of alternatives offered by the airline;

(v) The User/Passenger changes the original Travel details or contact details directly with the airlines without prior notification and approval of Vola, in which case the service is automatically cancelled/invalidated;

(vi) The Trip for which you purchased the Guarantee is affected by an Event due to Insolvency / Bankruptcy / Preventative Arrangement / Reorganisation / Restructuring of the airline.

(vii) The trip for which you purchased the Guarantee is affected by an Event that is part of a massive flight cancellation/modification (for any reason) representing 20% or more of all flights purchased by Vola customers departing from a specific time period and operated by a specific airline or airlines, or any other situation that significantly restricts or causes the inoperability of the selected airline. Please note that in these cases we will do our best to provide you with the services set out in the Guarantee, but only at our discretion.

(viii) Cases of flight disruption/cancellation caused by extraordinary circumstances which could not have been avoided even if all reasonable measures had been taken. Such circumstances may arise, in particular, in the event of political instability, adverse weather conditions, travel restrictions imposed by government authorities, war, kidnapping, fire, flood, accidents, storms, volcanic eruptions, epidemics, pandemics, terrorist attacks, recommendations incompatible with the operation of the flight in question, health and safety risks, unexpected security deficiencies in the field of transport security, strikes affecting the operations of an air carrier, significant restrictions at airport(s), terminal and station(s) and/or other transition points, cancellation of 50% or more of all flights of the selected carrier, and bankruptcy and/or insolvency of the carrier or any other effect which significantly restricts or renders inoperable the selected carrier. Please note that in such cases, we will do our best to provide you with an alternative flight and/or alternative means of transport to eliminate any inconvenience you may experience in connection with this matter. However, we are under no obligation to provide you with Guarantee services or otherwise cover the cost of alternative flight(s) and/or other means of transport for the flight(s) affected by the effects of the Force Majeure and other connecting flights that you were unable to use due to the Force Majeure.

WHEN CAN TRIP PROTECT BE PURCHASED?

14.6. You can purchase the Guarantee only when you book your plane trip through Vola at the time of purchasing the Flight Ticket(s).

WHAT DOES VOLA OFFER AS A GUARANTEE?

14.7. The purpose and scope of the Guarantee is to provide you with one of the following two alternatives:

(i) to help you reach your final destination of the Journey, or

(ii) offer you a refund of the value of the Flight Ticket issued by Vola for the flight affected by an Event, if it is eligible for refund by the airline,

as described in Art. 14.9.1 and 14.9.2. after.

14.8. The guarantee can only be applied in the case of an Event that is notified (by SMS or email) by the Travel Service Providers prior to the scheduled departure of the flight on the Journey affected by an Event, and only under the conditions described below:

a. If you are notified directly by the Travel Service Providers or are informed from various sources about the occurrence of an Event before Vola notifies you, you must contact us without undue delay as soon as possible using the communication methods available on https://www.govola.com/uk-en/contact. If you do not inform us of the Event without undue delay, you will lose your right to use the Guarantee.

b. If Vola is notified by the Travel Service Providers of an Event that will affect your flight(s) on the Trip, we will contact you within a reasonable time to inform you of this situation and the potentially applicable solutions in this case.

14.9. In any of the cases described in a and b above, after we become aware of the occurrence of an Event affecting your Flight(s) during the Journey, and this Event is one covered by the Guarantee, we will offer you the following solutions (to the extent available):

14.9.1. Alternative transport to your intermediate or final destination:

(i) with the same airline; or

(ii) with another airline / flight combination offered by different airlines; or

(iii) by other means of transport.

As part of this solution, Vola will search for transport options available from Travel Service Providers and will cover the cost of alternative transport within the maximum limit specified in point 14.9.1.4. below.

14.9.1.1. In certain circumstances, in any of the cases described above in points (i) - (iii), Vola may consider it appropriate to offer overnight accommodation. This solution can be offered to you if your flight has been delayed or cancelled early, leaving you stranded at the airport or train station for the night, and your alternative flight/connection is scheduled to depart after midnight (12am) and you would have to stay at the airport or train station for more than 8 hours. The maximum limit for this accommodation will be 150 EURO / booking and is included in the maximum amount specified below in point 14.9.1.4.

14.9.1.2. Please note that if we book an alternative flight(s) under the Guarantee, we will need a reasonable period of time to process the booking of these flights and to finalise the bookings with the respective carriers. If we offer you the option to choose alternative flights, please note that we will make all reasonable efforts to complete these bookings as soon as possible and that you will be required to respond to notifications of offers as soon as possible, but no later than 24 hours. You should also bear in mind that flight availability is limited and the Vola offer is subject to availability and fare changes, so it is important to get a quick response to the alternatives offered.

14.9.1.3. If you are informed of an Event when you are at the airport or if Vola notifies you that it is unable to purchase alternative flights online or to locate travel options by other means of transport, you may purchase tickets for alternative transport to your final destination at the airport or other transitional location, and we may refund the price paid for the segment(s) affected by an Event to the extent specified in 14.9.1.4 below. Please note that you are always obliged to contact us and obtain our confirmation for the refund of the eligible amount of the price paid for the alternative transport at your own expense and send us the relevant receipt(s), otherwise you will not be entitled to reimbursement under the above. Please note that we will not cover any Additional Services or subsequent upgrades to alternative tickets purchased on your own and confirmed in advance by us.

14.9.1.4 The cost of the alternatives described above covered by the Guarantee may not exceed twice the price you paid for the air ticket(s) for the segment(s) affected by an Event, provided that if the price for the affected segment is not offered transparently by the Service Provider, it shall be calculated in proportion to the number of segments in the Journey.

14.9.2. The Refund of the value of the ticket issued by Vola for the flight affected by an Event, if it is eligible for refund by the airline.

14.9.2.1. If you do not agree with the alternatives proposed by Vola as part of the solution in the above paragraph, 14.9.1. we consider that Vola has fulfilled its obligations under the Guarantee and you can only request a refund of the flight segment(s) affected by the Event, as long as the refund is offered as a solution by the airline. In this case, refund conditions may differ according to airline policy, and you, by adding the Guarantee to your Booking Request, express your acceptance of the application of these policies set out in the Terms and Conditions of the airline that was to operate the flight affected by an event.

WHAT DOES TRIP PROTECT COST?

14.9.3. Trip Protect is offered by Vola in exchange for a dynamic price that will be presented on the Site at the time of purchase.

UNDER WHAT CONDITIONS ARE RIGHTS TRANSFERRED?

14.9.4. By purchasing the Trip Protect, you expressly accept the current Terms and Conditions, the Airline Regulations and the Regulations of other Travel Service Providers and you expressly and exclusively assign us the right to start and obtain on behalf of all passengers mention on a Reservation the refunds made by the airline for the flights affected by an Event, following that in case option 14.9.1 applies. Vola to retain these amounts, and in case option 14.9.2 applies. the eligible amounts received by Vola on behalf of the User / Passengers as a refund from the airline to be transferred to the User / Passenger.

14.9.5. By accepting these Terms and Conditions, the User / Passengers declare that:

(i) have not requested/will not request reimbursement of the airfare from any other entity, including the airline, regardless of whether the option in 14.9.1 or 14.9.2 is chosen.

(ii) authorises VOLA to take any action in the name and on behalf of the User/Passenger to file a complaint/claim with the airline, which is responsible for the failure to provide air transport services.

(iii) authorises VOLA to represent the User / Passenger in the complaint procedure in relation with the airline or any other entity, including making all decisions on behalf of the User / Passenger, to obtain a refund of the cost of the Flight Ticket, regardless of the option chosen by the User / Passengers to benefit from the Warranty. The User / Passengers also declare that the authorisation mentioned above has been confirmed by all persons indicated by name on the Flight Tickets in question and also that it expressly waives any type of claim / pecuniary action or another nature, which may intervene as a result of any of the accepted options, against Vola.

14.9.6. Acceptance of any solution in section 14.9.1 or 14.9.2 by the User shall also be deemed to be the User's consent and acceptance of these Terms and Conditions and, accordingly, the User agrees not to seek/receive a refund of the cost of the ticket, directly/indirectly, on any basis, from the airline or any other entity. By accepting these Terms and Conditions, the User undertakes to inform the persons indicated by name on the individual Flight Tickets about the content of these Terms and Conditions and to obtain their consent regarding these Terms and Conditions.

14.9.7. As a result, the User transfers to Vola all claims to which they are entitled and against which they are entitled:

(i) the airline; and

(ii) the Insurer (or Insurers, as the case may be), if the User has insurance covering flight cancellation or changes to the flight schedule(s) during travel.

14.9.8. The transfer of the claim is subject to the following conditions, which must be met cumulatively:

(i) The occurrence of the above claims against the airline or Insurer respectively;

(ii) the User benefits from any of the options offered by Vola under the Guarantee in accordance with the provisions of these Terms and Conditions.

14.9.9. In the event that the transfer of the claim under these Terms and Conditions is ineffective or disputed in whole or in part, the User undertakes to take the necessary steps to carry out an effective transfer at the request of Vola, up to and including the signing of a separate written agreement. In addition, at the request of Vola, the User shall notify the Insurers or airlines respectively of the transfer of claims made.

14.9.10. Furthermore, the User who benefits from the services offered by Vola under the Guarantee, authorises Vola, partners, contractors and Travel Service Providers to represent the User in the process of pursuing all claims against the airline in question and legal actions or any other necessary measures on behalf of the User.

14.9.11. If Vola has fulfilled any of the obligations assumed in points 14.9.1. or 14.9.2. and then the User / Passenger:

(i) refuses to assign claims against the airline (possibly refusing to grant authority to pursue claims against the airline),

(ii) independently submits claims to the airline and obtains compensation for the Event, the User/Passenger will be obliged to reimburse VOLA for all costs incurred by VOLA in providing the Guarantee.

14.9.12. The Refund of the costs indicated above should be made within 14 days from the date of receipt of a relevant request from VOLA.

XV. Special terms and conditions applicable when purchasing Fare Lock

WHAT IS FARE LOCK?

15.1. E-ticket prices offered by Carriers and/or Suppliers are dynamic, so VOLA, at its discretion, may offer a service called "Fare Lock", which guarantees that the price of a particular flight will be maintained ("Original Price") for a certain period of time, calculated as a number of hours, selected by the User or indicated by the GoVola Website, as specified in the GoVola Website funnel ("Fare Lock"). Thus, the Fare Lock gives the User the option of locking in a selected fare for certain time limits ("Locked Period"), subject to payment of the relevant fee in the amount specified in the offer ("Fare Lock Fee"), presented on the Site, provided that the Air Transport Service is still available at the time the order is completed. The Fare Lock Fee varies depending on the specific Locked Period and the cost of the locked fare.

WHAT ARE THE LIMITATIONS OF FARE LOCK?

15.2. The User will be able to complete payment of the Original Price within the time limit mentioned in the funnel ("Locked Period"). The Locked Period starts from the time the User clicks the Fare Lock button on the offers page presented on the GoVola Site funnel.

15.3. If the User completes (pays for) the order before the Locked Period expires and the flight is still available, but:

(i) the new price is lower than the original price, the User will be able to complete the order at the lowest price.

(ii) the new price is higher than the original price, Vola will cover any price difference up to 170 GBP/passenger. Any difference above the GBP 170/passenger threshold will be borne by the User/Customer.

15.4. If the booking is completed at a price that differs from the Original Price, Vola is authorised by the User to purchase the Ticket on their behalf at the new price from the air carrier.

15.5. If the User completes (pays for) the order by the expiry of the Locked Period and the flight is no longer available, the User will receive the Fare Lock fee back within 24 hours. The User can choose between a voucher refund or a bank transfer refund. The refund will be made in a maximum of 24 hours from the time when the User opted for the refund option.

15.6. In order to complete the order at the Original Price, the User will have to pay the full amount of the booking for which the Fare Lock service was purchased by the end of the Locked Period. The Original Price applies only to the specifications of the flight offer selected for the purchase of the Fare Lock service (same airline, same route, same flight times, same number and type of passengers).

15.7. If the User adds Additional Services/passengers or changes in any way to the original Offer, the service Fare Lock cannot be used.

15.8. If the User does not complete payment of the order within the specified Locked Period, the Fare Lock Fee is non-refundable.

XVI. Other general terms and conditions applied to GoVola services

16.1. In accordance with GC 34/2014, Vola does not have a return policy and any refunds will only be made in accordance with these Terms and Conditions.

16.2. Before completing a booking request, the customer must agree to these Terms and Conditions, otherwise the booking cannot be completed.

XVII. Complaints

17.1. Any problems arising in connection with ticketing will be communicated to Vola as a matter of urgency so that they can be resolved in good time.

17.2. The consumer Customer has the right to lodge a complaint using any means of communication provided by Vola. However, in order to resolve any problems as quickly, efficiently and amicably as possible, please send your messages to [email protected]

17.3. Any disputes arising between consumers, as Users of the Site and Vola, may be settled amicably through the alternative dispute resolution (ADR) mechanism, the applicable law can be consulted here, otherwise the parties agree to appeal to the competent courts in Bucharest.

XVIII. Prohibited uses of the Site

Vola is not responsible for the User's ability to access or use the Site or for failures caused by lack of such ability. Vola does not guarantee that the Site may not be affected by viruses or other actions that may cause defects or other losses.

XIX. User’s obligations

19.1. By using the Site, you agree to abide by the following obligations, including (but not limited to):

• financial responsibility for all transactions made on your account or in your name.
• legal capacity to decide and to enter into a contract, i.e. to be over 18 years of age;
• ensuring the accuracy of the data provided about you or your family members;
• not to use the Site for speculative purposes, generating false or fraudulent bookings;
• not to transmit political, pornographic, racist or other material which contravenes the law.
• not to modify, copy, transmit, distribute, sell, display, licence or reproduce the content of the site, except for the personal and
• non-commercial use of a single copy of the information contained on the site.

19.2. Vola does not provide services to prepare travel documents (passports, visas, necessary vaccinations, etc.) and also cannot guarantee that the information on the Site is up-to-date. It is therefore the User's responsibility to ensure that they travel in accordance with the conditions imposed in the country of stopover or destination.

XX. Denying access to the Site

Vola reserves the right to deny you access to the Site at any time without prior notice.

XXI. Vola’s responsibility

21.1. Vola is not liable for any indirect losses suffered by you as a result of your acceptance of these Terms and Conditions and the conclusion of the Intermediation Contract, misuse of the Site or the tourist services booked and purchased on the Site.

21.2. Vola is not liable for any direct and/or indirect losses suffered by the User caused by, but not limited to: possible price differences, lack of availability, as well as any other incorrect information communicated and/or taken from airlines and/or hotels or any of the partner companies providing travel services through GoVola.

21.3. Vola reserves the right not to provide tourist services where the prices have been incorrectly displayed. In the event of the occurrence or display of possible pricing errors, the User agrees to waive any claims against Vola and Vola will refund the amounts paid by the User as soon as possible.

21.4. Vola is only responsible for direct losses whose value does not exceed the total price of the purchased tourist services (except in cases of death or personal accident whose value has no limit).

21.5. Vola cannot guarantee the uninterrupted operation of the Site or that all Users will be able to access the same version of the Site during a certain period of time while the Site update processes are ongoing. As a result, Vola cannot be held liable for losses of any kind incurred as a result, including lost profits.

XXII. Links to other Sites

22.1. The Site may contain links to other external sites operated by third parties. Vola has no control over or association with these websites and assumes no responsibility for the accuracy, integrity or quality of these websites.

22.2. The content of these external web pages does not reflect the products, services or information provided by Vola. Any feedback on the content of these external web pages should be directed to the administrators of the pages in question.

XXIII. Force Majeure, Act of God or Insolvency of the Tourism Service Provider

23.1. Vola is not responsible for the occurrence of events caused by Force Majeure/act of God or if the Travel Service Providers or any other Vola service provider applies for/enters into insolvency or any other type of similar proceedings, so Vola is exonerated from any kind of liability towards the User in all situations where the special legislation provided by GC 2/2018 is not applicable and Vola has a status other than that of OTA within the meaning of GC 2/2018.

23.2. Force majeure Events include, but are not limited to: "acts of God", "government orders" or "times of war" state of emergency, state of alert or travel restrictions imposed by government authorities, political instability, fires, floods, accidents, storms, volcanic eruptions, epidemics, pandemics, strikes, terrorist attacks, earthquakes and all other unforeseen events that may affect Vola, Travel Service Providers or any other Vola service provider.

23.3. Act of God Events include, but are not limited to, any discretionary decision of the Travel Service Providers that has the effect of cancelling more than one flight in a given period, a decision that will cause a significant disruption of air transport activity, or any discretionary decision of any other service provider of Vola that has the effect of interrupting the provision of services to Vola.

23.4. For the avoidance of doubt, the bundled Tickets offered by Vola are not subject to OG 2/2018.

XXIV. Site Modifications

24.1. Vola.ro can modify the design or the content of the Site, including the availability of the Travel Service Providers, the database, as well as other features of the Site.

XXV. Copyright and Trademark

25.1. The copyright, property rights and content of the Site are owned by Vola or its affiliates, unless these rights are owned by other parties.

25.2. The name Vola, as well as the other trademarks, logos or graphic/figurative elements contained in the Site are registered trademarks of Vola or its affiliates. Other company names, products or services appearing on the Site may be registered trademarks of the respective entities.

25.3. You have no rights or licences to use these trademarks. For issues related to copyright on Vola, please send us an email at [email protected].

XXVI. Confidentiality Policy

26.1. Vola tries to protect as much as possible the Users of the Site's right to privacy and identity. Our intention is to provide you, as a User of the site, with a safe online experience that does not adversely affect your personal life. To this end, we make every effort to ensure that the information you enter into our database is used only for the purposes you intend.

26.2. When you register on the Site by creating an account, by accessing the Site, by booking or purchasing various Vola services and products or by activating promotional or advertising messages, Vola will process personal data that can identify a specific person in accordance with the terms and purpose stated in the Vola Privacy Policy. You should read this policy to understand what personal data we collect and how we use it.

XXVII. Cookie Policy

27.1. The Cookie Policy on the site explains what cookies are and how we use them on our site. You should read this policy to understand what kind of cookies we use, the information we collect through cookies and how that information is used.

XXVIII. Security Policy

Vola uses secure technology to protect your personal information and financial transactions. Vola complies with the security procedures and standards stipulated in Vola’s Security Policy. Vola uses Secure Socket Layer (SSL) technology which provides enhanced security for online card purchase processes.

XXIX. Modifications to the Terms and Conditions

29.1. Vola reserves the right to modify or update the Terms and Conditions regarding the use of this Site at any time without prior notice to Users. The current version of the terms and conditions will be published on the website from the date the changes come into force. By continuing to use this site after these changes are posted, you accept these changes.

29.2. These Terms and Conditions constitute the Contract between the User and Vola, unless:

(i) special legislation requires the conclusion of other types of contracts; or

(ii) Vola negotiates other contractual conditions with contractual partners (who are not consumers), in both cases these Terms and Conditions apply only insofar as they do not contradict the negotiated contractual conditions.

XXX. Applicable Law

30.1. These Terms and Conditions are governed by the laws of Romania.

30.2. If amicable dispute resolution is not possible, the User may apply to the competent courts in Bucharest and, in this case, the Romanian language version of the Terms and Conditions shall prevail.

Last update on 14/07/2025