Terms and conditions GoVola

General Terms and Conditions – Vola.ro SRL

I. Definitions

The following capitalized terms shall have the meanings set forth below, unless expressly stated otherwise:

Organizing Travel Agency or “ATO” – Vola.ro when acting as an organizing travel agency and selling its own travel packages.

Intermediary Travel Agency or “ATI” – Vola.ro when acting as an intermediary travel agency and selling travel packages provided by other partners or organizing agencies.

The Insurer or Axa Assistance – the company Inter Partner Assistance Société Anonyme, with its registered office in Brussels, Avenue Louise 166 b1, Brussels, 1050, Belgium, a company registered under Belgian law with registration number 0415.591.055, part of the Axa Assistance group.

Air Ticket – the electronic document on the basis of which the flight is performed.
Insurance Application – the application for concluding the Insurance Contract, completed by the User on the Website with the data required for concluding the Insurance Contract.

Booking Request – the request submitted by the User/Passenger to conclude the Intermediation Contract with Vola.ro.

Scheduled Airline – the airline that provides passenger air transport services and is a member of IATA.

Low-Cost Airline – the airline that provides passenger air transport services and is not a member of IATA.

Vola.ro Consultant – the internal or external agent made available by Vola.ro to respond to customer inquiries.

Consumer – any natural person acting for purposes outside their trade, business, craft, or profession.

Intermediation Contract – the contract concluded between the User (User, Passenger, you) and Vola.ro (Vola.ro, we) based on these Terms and Conditions.

Insurance Contract – the contract concluded between the Insurer and the User under the General Insurance Terms (TGA), under which the Insurer undertakes, within the scope of its business, to pay the insurance benefit specified in the TGA upon the occurrence of the insured event designated in the insurance contract, and the User undertakes to pay the insurance premium.

Transport Contract – the contract concluded by the User, in their own name or as an agent for the passengers on the booking, with the airline providing air transport services. This contract is concluded by the User’s acceptance of the General Conditions of Reservation and Sale of Air Tickets of the Travel Service Providers available on the Vola.ro website, as mentioned at the following links: Airline Regulations.

General Conditions of Reservation and Sale of Air Tickets of Travel Service Providers – represent the terms and conditions of airlines and/or other travel service intermediaries acting as Travel Service Providers, as mentioned at the following links: Airline Regulations.

Travel Service Provider – the third party that provides or intermediates the provision of the service/product marketed by Vola.ro.
Itinerary or Journey – the route to be followed by the Passenger.

Booking – the confirmation by Vola.ro of the conclusion of the Intermediation Contract, materialized by sending the air tickets to the User/Passenger, identified by a unique code consisting of 5–6 alphanumeric characters (capital letters and/or numbers).

Vola.ro Site or Site(s) – the online service operating at the following domains (together with sub-sites and local domains) https://www.vola.ro/, vola.bg, govola.com, or mobile applications administered by Vola.ro, through which the User can use Vola.ro services in accordance with the rules described in these Terms and Conditions.

Passenger or Client – the client who books and/or purchases an air ticket or any other service/product provided by Vola.ro.

Partner – the organizing agency that provides travel packages to Vola.ro, acting as an intermediary agency.

Total Price – the price of the product or service offered by Vola.ro, including all taxes and commissions/margins.

Additional Service – any service purchased from Vola.ro or from Travel Service Providers in connection with air tickets, such as baggage, seat selection, sports equipment, requests for compensation/refunds from Travel Service Providers, without this list being exhaustive.

Terms and Conditions – the rules under which the Intermediation Contract is concluded.

General Insurance Terms or “TGA” – the general insurance terms and conditions available on the Site, which are an integral part of the Insurance Contract, regulating the signing and execution of the Insurance Contract, the rights and obligations of the parties in insurance contracts, as well as the method of payment of the insurance premium by the Insurer.

Tourist or Traveler – the client who is a party to a travel package sale contract.

User – the natural person or representative of the legal entity who concludes the Intermediation Contract and acts on behalf of the other passengers on the booking, with the right to make changes regarding all passengers on the booking, namely the natural or legal person in whose name the invoice is issued or the first passenger on the booking.

Voucher – an electronic document (with the value indicated in EUR) that allows the User to use the Voucher to purchase air transport services offered by VOLA.RO at the time of the Voucher’s use.

Vola.ro – the commercial company Vola.ro SRL, a Romanian company with its registered office in Bucharest, Romania, Splaiul Unirii 165, TN Offices 2 Building, 2nd Floor, Sector 3, VAT number: RO 17043146, the entity that manages the Sites and also has offices at the following airports: Bucharest, Timișoara, Bacău, and Cluj (the Offices).

Canceled Flight – a situation in which the airline does not operate a previously scheduled flight.

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

II. Acceptance of Terms and Conditions

2.1. It is important to carefully read these Terms and Conditions before using the Site. These Terms and Conditions apply together with the General Conditions of Reservation and Sale of Air Tickets of Travel Service Providers, the Privacy Policy, and the Cookies Policy available on the Site.

2.2. By using this Site, you fully agree to these Terms and Conditions, which you understand and acknowledge completely, without any further restriction. The User also declares that all people named on the air tickets have been informed about 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 order Vola.ro services or products.

III. Vola.ro Services and Products

3.1. Vola.ro provides its services through:
a) the Site and
b) the Offices,

which allows you to search for and check availability for various travel services or services related to travel services and enables you to make the desired booking. You can choose from a wide range of services available on the Site, including the ability to book air tickets and/or hotels directly on the Site (in real-time), car rentals, travel insurance, and trip cancellation insurance.

3.2. Bookings and sales of air tickets are subject to these Terms and Conditions and the General Conditions of Reservation and Sale of Air Tickets of Travel Service Providers.

3.3. Vola.ro acts as an intermediary between the User and Travel Service Providers such as airlines, hotels, and car rental companies, based on the booking mandate given by the User.

3.4. Vola.ro does not assume any 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 in any way (either explicitly or implicitly) the accuracy or quality of the products and services displayed on this Site.

3.5. Any booking made online or offline (by phone, email, or directly at Vola.ro offices) implies acceptance of these Vola.ro Terms and Conditions and/or the rules provided in the contract with the tourist.

3.6. Vola.ro also acts as an intermediary for insurance companies; therefore, Vola.ro is not a party to the insurance contracts. These contracts are concluded directly between the insurance companies and the User. Consequently, any complaints regarding non-performance or improper execution of these contracts must be addressed directly to the insurance company that issued the insurance policy.

IV. Information Published on the Site

4.1. Vola.ro provides information on the Site for general purposes only; therefore, please carefully review all information on the Site and note that this information may be modified/updated at any time.

4.2. Vola.ro does not guarantee the accuracy of information on the Site or information provided in emails sent to clients (including, but not limited to, rates, service/product descriptions, or information related to travel documents) but will make reasonable efforts to correct any errors (if correctable) as soon as they are brought to our attention.

4.3. Vola.ro does not assume any responsibility for the travel products and/or services offered by Travel Service Providers (such as airlines, hotels, car rental companies, and others) and does not guarantee in any way (either explicitly or implicitly) the accuracy or quality of the products and services displayed on this Site/mentioned in marketing emails.

V. Publication of Information on the Site

5.1. Vola.ro makes every effort to ensure that, on the Romanian or Bulgarian version of the Site, relevant information regarding the offered services and the terms applicable to a particular service is published in Romanian or Bulgarian. However, since much of this information is obtained from an international reservation system, certain information/conditions applicable to some services, as well as other details, may be provided in English. In case of any uncertainties, please contact us by email at [email protected] to receive assistance from one of our consultants.

VI. Terms of Travel Service Providers

6.1. Any Booking Request made on the Site will be considered your intention to purchase a specific travel product or service from Vola.ro. If your Booking Request is accepted, you will receive an email from Vola.ro confirming the acceptance of your Booking Request; however, the Intermediation Contract will be considered concluded and take effect only after full payment has been made and the air ticket has been sent to the email provided by the User on the Site. The actual issuance of air tickets, changes to ticket dates, cancellations of air tickets or vouchers, issuance of hotel vouchers, car rental bookings, travel insurance, phone support, and any other actions requiring human intervention will be performed during Vola.ro’s working hours, as displayed on the contact page of Vola.ro, vola.bg, or govola.com.

6.2. All services, prices, and routes published on the Site are available subject to their availability from the Travel Service Providers. The terms and conditions of the Travel Service Providers (including airline passenger transport rules, hotel check-in/check-out times, cancellation/modification conditions for travel services) shall apply together with the Terms and Conditions of this Site, with the latter provisions prevailing.

6.3. While browsing the Site, you may notice specific notes regarding different conditions applicable to special offers. Please read these notes carefully and also contact Vola.ro consultants for complete details.

6.4. You are directly responsible for complying with the conditions imposed by the Travel Service Providers regarding boarding times, completing the necessary procedures for boarding, presenting the required travel documents, or any other rules imposed by them. Please note that the recommended minimum boarding time (before departure) by airlines is 120 minutes for flights within Europe, 180 minutes for flights outside Europe, and 90 minutes for flights within Romania. Some airlines may require you to reconfirm your flight at least 72 hours before departure, and failure to comply with this rule may result in the cancellation of your reservation.

VII. General and Specific Conditions Applicable to the Sale of Air Tickets

Booking Air Tickets

7.1. Air ticket reservations can be made online on the Site or offline at the Offices. Any reservation made on the Site or at the Offices is subject to acceptance of both these Terms and Conditions and the special conditions imposed by the Travel Service Providers, which are presented to you during the booking process and in the booking confirmation email or by phone/chat/at the Offices by Vola.ro consultants.

7.2. By submitting a Booking Request to Vola.ro, you authorize us to make the reservation with the Travel Service Providers on your behalf. To manage this reservation, a unique temporary email address will be created to ensure we can handle the booking and keep you updated on any changes. Please note that reservations are made according to availability from the Travel Service Providers. Any reservation made online or offline (by phone, email, or directly at Vola.ro offices) implies acceptance of the Vola.ro Terms and Conditions.

7.3. For certain flights (low-cost airline flights, combinations of scheduled airlines and low-cost airlines, or other types of flight combinations), reservations cannot be confirmed directly on the Site. In such cases, your request will be treated as a booking request, which will be processed later by Vola.ro consultants. They will inform you about seat availability, fare confirmation, or any updates to the air ticket fares.

7.4. In case of any flight disruptions, including epidemics/pandemics, please consult the travel conditions for your destination as well as any transit countries (for layovers), the General Conditions of Reservation and Sale of Air Tickets of Travel Service Providers, and the safety measures adopted by the airline(s) operating your flight. Ensure that you meet the travel requirements applicable to each destination and/or transit country and that you possess and/or complete all documents/requests required both by the airline and by state authorities in the departure country, destination country, and transit countries (for layovers). Additionally, ensure that you have paid the relevant fees for any required authorizations/visas. To check which travel documents are required for you, minors, and/or accompanied people to board the aircraft or cross a border, and which travel conditions apply to a specific country, we recommend consulting the Ministry of Foreign Affairs website (click here). Vola.ro is not liable in case of denied boarding or passenger failure to comply with travel requirements and/or lack of required travel documents as requested by the airline and/or state authorities.

Payment Methods

7.5. For the issuance of air tickets or the completion of the purchase of any Additional Service requested, payment must be made before issuance/completion of the purchase. Vola.ro provides multiple payment methods, considering the conditions imposed by each Travel Service Provider. The Intermediation Contract between Vola.ro and you is considered concluded only after you have paid the Total Price, which includes all taxes and commissions of the Travel Service Provider and/or Vola.ro, displayed on the Site or communicated by email in cases where the price shown on the Site has not been reconfirmed by the Travel Service Provider.

7.6. At the time of making a reservation or requesting a service quote, the fare communicated on the Site or by Vola.ro consultants may include all taxes charged by Vola.ro or the Travel Service Providers, or these taxes may be displayed separately. Vola.ro will charge a service fee (which may be displayed separately on the Site or included in the Total Price) for processing the reservation, which includes, without limitation, assistance provided in relation to processing the reservation as described on the Site, regardless of the commercial name under which this fee is displayed on the Site.

7.7. For air ticket reservations, most airlines require that ticket payment be made within a certain time frame from the reservation, which is the period during which Vola.ro guarantees seat availability and fares, except in cases of airline promotions or other situations where airlines cannot block the fare. This information is available on the booking page of the Site or in the booking confirmation email. If payment is not made within the communicated period, Vola.ro reserves the right, at its discretion, to automatically cancel the tickets, for which Vola.ro assumes no responsibility, or may send a reminder to make payment within a certain timeframe.

7.8. For air tickets issued for low-cost airline flights, reservations cannot be made without payment being recorded in Vola.ro’s accounts; therefore, Vola.ro does not guarantee the seat reservation or fares communicated at the time of the booking request. These will only be guaranteed after the Total Price is paid and the tickets are issued.

7.9. Please note that between the time of making a booking request on the Site or by phone/chat/email and the time the air tickets are paid for and credited to Vola.ro’s account, fares may change or seats may no longer be available. In such cases, Vola.ro will notify you and communicate the updated fare or propose alternative flights to meet your needs. If, after placing a Booking Request and before ticket issuance, the Total Price changes, Vola.ro will immediately inform the User either by email or by phone/chat. In this situation, the User has two options:
(i) maintain the Booking Request and pay the difference to cover the new Total Price; or
(ii) cancel the Booking Request if they do not agree to pay the new Total Price. If the User cancels the request, the full amount paid by the User up to the date of cancellation will be refunded.

7.10. We do not accept payment methods other than those presented on the Site and assume no responsibility for money sent via courier or to third parties who may fraudulently claim these amounts using our name. When you complete a purchase on our Site, we will save your payment details (such as card number, expiration date, and billing information) in your account for future use. Saved payment details will be securely archived and used to:
(i) process payments or renew subscriptions you have enrolled in; and
(ii) facilitate faster checkout for any future purchases you choose to make through us. By accepting these Terms and Conditions, you consent to the secure storage and use of your payment details for the purposes described above. In certain cases, your credit card details may also be transferred to the relevant Travel Service Provider to complete the reservation. In such cases, Vola.ro will securely save and archive the payment details, and the Travel Service Provider will process the payment for your reservation.

7.11. To continuously improve user experience and optimize the commercial offering, certain pages or sections of the Site or certain channels may be subject to testing or other personalization methods. As a result, products, prices, discounts, availability, or other commercial information may be displayed differently to users; these differences are part of internal testing and optimization processes applied fairly and for a limited time.

7.12. Vola.ro or the Travel Service Provider, when acting as an intermediary, has no obligation to issue tickets, vouchers, or other travel documents in case of non-payment in full of the services ordered. In any case, you are responsible for paying the amounts due for the ordered travel services.

7.13. Payment can be made using major credit cards recognized and detailed on the Site (in the footer).

7.14. Vola.ro and/or the Travel Service Provider, when acting as an intermediary, is authorized by the User to make payment operations on behalf of and for the account of the User, to the final beneficiary of the payment for the purchase of air transport services or Additional Services. The User also agrees to bear all applicable fees associated with the payment of the requested service(s). In such cases, you will be informed in advance either about the applicable additional fees and commissions or the Total Price. If your reservation is paid using another person’s credit card, we reserve the right to request written authorization from that person.

7.15. If your credit card issuer requests, Vola.ro or the Travel Service Provider reserves the right to send tickets, vouchers, or other travel documents to the address provided at the time of credit card issuance. Incorrect information about this address may result in reservation cancellation, delays in delivering travel documents, and may affect the confirmed fare. Please ensure that your billing address details match those on your account statement.

7.16. In addition, to minimize the risk of credit card fraud, we reserve the right to perform random checks, request proof of your address, a copy of your credit card, and a recent account statement.

7.17. All fares, taxes, and/or commissions/margins may fluctuate due to changes in exchange rates and/or taxes and commissions imposed by Travel Service Providers. Therefore, Vola.ro is not obligated to cover these additional costs imposed by Travel Service Providers.

7.18. For more details regarding payments, please visit the FAQ section on the Site.

Cancellations/Changes

7.19. In the event of modifying/canceling a reservation (including, but not limited to, voluntary or involuntary cancellations, refunds, name changes, adding passengers to a reservation, date changes, etc.), Vola.ro reserves the right to apply certain fees to cover administrative costs resulting from any of these modifications and/or cancellations. These fees are in addition to any fees directly imposed by the Travel Service Provider, and their amount may vary and will be communicated via email/chat/phone either at the time of the modification request, notification of involuntary cancellation, or after receiving a voluntary cancellation request.

7.20. Only the User has the right to make changes to the reservation, e.g., cancellation or rescheduling. If you initiate a voluntary cancellation of air tickets and inform Vola.ro of this cancellation, you agree that this action is irreversible, and Vola.ro is authorized to take the necessary steps to cancel the travel tickets with the Travel Service Provider. In all cases where the cost of air tickets is non-refundable, and the tickets are canceled due to the voluntary cancellation by the User or their authorized passenger, the User loses the right to any refund, even if the Travel Service Provider later cancels the flight for which the tickets were issued, as the effects of the voluntary cancellation prevail. Additionally, note that flights listed on a reservation must be used in the order they were booked. Therefore, if the outbound flight is not used, the airline will automatically cancel the return flight, and in this case, the cost of tickets for both segments is non-refundable.

7.21. In certain cases, the airline may cancel, delay, or change the flight schedule without prior notification to the Passenger. In such cases, the Passenger may be offered alternative flights, vouchers, or other forms of compensation, or, if possible, the value of the air ticket may be refunded to the Passenger/User’s authorized representative by the airline. Regarding these options, you will be informed either directly by the airline or by Vola.ro representatives. Note that if you receive an email from Vola.ro regarding the options offered by the airline in case of a changed or canceled flight, you must respond with your choice from the options presented in that email at least 48 hours before the scheduled date of the canceled/changed flight. Otherwise, the cash refund option will no longer be available from the airline, according to its refund policy.

7.22. If you departed from an airport in the European Union, with any airline, or if your flight was operated/would have been operated by an airline registered in the EU, and it is canceled, delayed, or boarding is denied, we may assist and/or represent you in claims for refunds and/or compensation under Regulation (EC) 261/2004, or we may mandate a contractual partner to process these claims on your behalf. If, within 24 hours of notifying you about the cancellation/delay/rescheduling of your flight, you do not inform us of your intention to contact the airline directly or do not accept one of the solutions proposed by the airline (e.g., rescheduling the flight), we will consider that we have your implicit consent to start the refund procedure for the air ticket. If you request our assistance in submitting a compensation claim and/or authorize us to submit claims on your behalf and on behalf of the passengers on a reservation under Regulation (EC) 261/2004, and the compensation claim is satisfied, Vola.ro may charge certain fees for this service, which will be communicated in advance via email/chat/phone.

ADDITIONAL SERVICES

Baggage

7.23. Each airline has its own baggage transport rules. These baggage rules are presented on the Site during the booking process, by phone/chat/email, or other communication channels used by Vola.ro, by Vola.ro consultants, or can be consulted directly on the airline’s website. It is your responsibility to check before traveling if there have been any changes in the airline’s baggage policy (size, allowed weight, types of baggage, checked vs. cabin baggage, etc.).

7.24. Certain fare classes offered by Travel Service Providers include the price for hand baggage and/or checked baggage in the ticket price. However, some fare classes do not include baggage, and it must be purchased as a separate product. Baggage can be purchased at the time of booking or after ticket issuance, but no later than the check-in opening time. Moreover, Vola.ro has no control over how the baggage transport service is provided by airlines; however, Vola.ro takes measures to mitigate the effects of any improper provision of the baggage transport service.

7.25. Considering the circumstances above, if the User purchases the baggage transport service, Vola.ro will add the following additional variable fees:
(i) a commission related to the purchase of baggage from various Travel Service Providers by Vola.ro, and/or
(ii) a commission/margin related to additional services offered by Vola.ro associated with baggage. These additional service fees will either be included in the Total Price for baggage displayed on the Site/communicated separately via email/chat/phone, or they will be displayed separately on the Site/communicated as a separate fee through other communication channels upon receipt of the baggage purchase request.

7.26. Additional services offered by Vola.ro related to checked baggage refer to the “Lost Baggage Guarantee Compensation,” provided by Vola.ro if the User purchases checked baggage through Vola.ro, either online or via Vola.ro agencies, and this checked baggage is lost or delayed by the airline during the journey.

7.27. Purchasing the “Lost Baggage Guarantee” service for a specific piece of checked baggage means that, in the event of non-delivery or delayed delivery of the baggage by the airline, Vola.ro guarantees the following benefits to the User:
a. Refund of the paid fare for checked baggage, up to a maximum of 100 EUR (or equivalent at the BNR exchange rate in RON), provided all of the following conditions are met:
(i) The User obtains a Property Irregularity Report from the lost baggage office at the airport; and
(ii) The User provides Vola.ro, at the email address [email protected], with a copy of the Property Irregularity Report officially confirming the irregularity related to the checked baggage.
b. Providing assistance to the User in claiming legal compensation for delayed or lost baggage, which is to be paid directly by the airlines, through the mediation of a third-party claims agency.

7.28. The refund will be processed by Vola.ro immediately after examining the received copy of the Property Irregularity Report, but no later than 24 hours after receiving a valid Property Irregularity Report.

7.29. The User is eligible for only one refund of up to 100 EUR per baggage/per trip, regardless of whether the baggage is later found and delivered by the airline/handling providers. Under the “Lost Baggage Guarantee” service, Vola.ro assumes no liability for non-performance or improper performance of the baggage transport service by airlines, as the User has a direct contract with the airline.

7.30. The User is not eligible for a refund in any of the following situations:
(i) the lost/delayed baggage is carry-on baggage;
(ii) the lost baggage concerns sports equipment, musical instruments, or other oversized items;
(iii) the User does not obtain a Property Irregularity Report from the Lost & Found office clearly stating that the checked baggage was delayed or lost;
(iv) the User does not collect the checked baggage from the airport or collects a checked baggage that does not belong to them;
(v) the checked baggage is associated with a flight delayed or canceled by the relevant airline;
(vi) the checked baggage is only broken/damaged, regardless of the extent of the damage.

7.31. Each airline has different rules regarding the dimensions and weight of carry-on or checked baggage (e.g., allowed kilograms or length/width/height). If your baggage does not comply with these dimensions and weights, the airline has the right to charge additional fees according to its own baggage policies.

7.32. Each passenger must check their own baggage and verify what can be carried in carry-on and checked baggage. Please note that small quantities of liquids are allowed in carry-on baggage, but they must be transported in containers of maximum 100 ml each, placed in special plastic bags. Hard or sharp objects, such as knives, scissors, nail clippers, etc., are not permitted in carry-on baggage.

Online and Airport Check-in

7.33. Vola.ro offers, for a fee, an online check-in service during or after the purchase of airline tickets, provided that the online check-in process is open with the airline.

7.34. Online check-in is optional. If the User/Passenger does not purchase this service, it is their responsibility to complete check-in directly with the airline, following the conditions set by each airline. If online check-in is not purchased through Vola.ro and the User/Passenger fails to complete it on the airline’s website in time, any fees charged by the airline for airport check-in cannot be attributed to Vola.ro.

7.35. If you have purchased the online check-in service from Vola.ro, you will receive an email with instructions for completing the necessary information for online check-in.

7.36. The deadline for submitting the information required for online check-in is included in the email you receive from Vola.ro. Online check-in information must be completed by this deadline. If the information is not provided by this deadline, the online check-in form becomes inactive, and it becomes the User’s/Passenger’s responsibility to check in online on the airline’s website.

7.37. Passengers are responsible for providing accurate information to Vola.ro for the online check-in process. If the information is incorrect or incomplete, Vola.ro reserves the right not to complete the online check-in, in which case the passenger must check in at the airport.

7.38. If the online check-in service has been purchased through Vola.ro, boarding passes will be sent to the email provided in the reservation 3–6 hours before each departure for each passenger for whom the service was purchased. Boarding passes can only be issued once online check-in opens with the airline.

7.39. For flights with multiple segments, boarding passes will be sent for each segment up to 3–6 hours before departure.

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

7.41. After receiving boarding passes, ensure all details are correct. Verify the flight schedule and passenger information. Check that the flight schedule matches the ticket received from Vola.ro. Airlines may modify flight schedules without notifying passengers or Vola.ro, in which case boarding passes may be issued for a different flight schedule.

7.42. When providing information for online check-in, you must acknowledge that you have read and understood that the following items are prohibited in carry-on and checked baggage:
Carry-on baggage:
(i) instruments that can cause serious injury or compromise aircraft safety,
(ii) sharp or pointed objects that could cause serious injury,
(iii) devices designed to immobilize or paralyze,
(iv) bladed weapons.
Checked baggage:
(i) explosives and flammable substances or devices capable of causing serious injury or threatening aircraft safety,
(ii) firearms and other projectile-launching devices capable of causing serious injury,
(iii) fire extinguishers,
(iv) fireworks,
(v) fuel,
(vi) camping gas cylinders,
(vii) batteries,
(viii) paint.

7.43. During online check-in, if preferential seats were not purchased, the airline allocates seats randomly. Passengers on the same reservation may be seated in different areas of the aircraft. If you wish to purchase preferred seats, you may do so before online check-in opens, via Vola.ro consultants or the airline’s website.

7.44. If traveling with checked baggage or travel documents issued by a non-EU authority, you must present yourself at the check-in counter even if online check-in is completed and boarding passes are in hand.

7.45. For connecting flights with short layovers, check in for each flight segment before the first flight. Failure to do so may result in missed connections.

7.46. If online check-in was purchased through Vola.ro but cannot be completed due to reasons beyond Vola.ro’s control, Vola.ro will refund the amount paid by the User pro rata for the flight segments where check-in was not successfully completed.

7.47. By booking a Ryanair flight through our Websites, you acknowledge and agree that Ryanair no longer accepts paper boarding passes. You understand that you must travel using a digital boarding pass (sent by GoVola – if you purchased your check-in from us – or available through the Ryanair mobile app). It is your responsibility to ensure that you have access to your digital boarding pass at the airport. GoVola will not be liable for denied boarding, additional fees, or delays resulting from failure to present a valid digital boarding pass, in accordance with Ryanair's policy. For all flights departing from Morocco, you must have completed online check-in and have your digital boarding pass (sent by GoVola if you purchased check-in from us - or available through the Ryanair mobile app, but you will need to present it at the check-in desk at the airport and collect a printed boarding pass. Find details about the new Ryanair policy here.

Seat Reservations

7.48. Seat reservations are made via international computerized reservation systems.

7.49. Upon making a reservation, the passenger receives information from Vola.ro regarding the ticket price (valid at the time of booking) and applicable conditions, restrictions, and rules. Preferred seats may be purchased for an additional fee charged by the airline, plus any Vola.ro service fees. These fees will either be displayed separately during the booking process, included in the total price, or communicated via email/chat/phone.

7.50. All conditions, rules, and restrictions applicable to a ticket are dictated by the airline and other authorities (e.g., visa requirements), independent of Vola.ro. These conditions, rules, restrictions, and ticket prices may change at any time before purchase, without Vola.ro being held responsible.

7.51. If the preferred seats selected by the User/Passenger are no longer available, Vola.ro is authorized to adjust seats within ±3 rows. Vola.ro may offer options for window, aisle, or extra-legroom seats and will select a seat matching your preferences and the displayed price.

7.52. Airlines may change the aircraft type at any time without prior notice, and Vola.ro cannot guarantee the initially selected seats will remain available.

SMS Service

7.53. If you purchase the SMS notification service listed on the site for the specified fee:

• You will receive one or more text messages regarding the reservation for which the service was purchased, indicating actions you may need to take.
• The SMS service should be used without violating third-party rights and in compliance with applicable laws and these terms.

7.54. SMS notifications will include:

• Reservation confirmation,
• Online check-in reminders,
• Notifications if the airline modifies or cancels a flight, provided Vola.ro is informed by the airline.
  Travel documents (e.g., ticket, boarding pass) will only be sent via email, not SMS.

7.55. SMS notifications:

• Will be sent to the mobile number you provided, and Vola.ro reserves the right to include additional notifications considered relevant to your travel.
• The frequency and timing of SMS notifications will be determined at Vola.ro’s sole discretion.

7.56. Proof that a text message was sent will be considered proof that it was received. Furthermore, Vola.ro is not liable if the User did not provide a valid mobile phone number. Consequently, Vola.ro will not be required to refund the fee in this case. Additionally, in the event of flight cancellations or changes made by the airline or by passengers, the fee for the SMS notification service will not be refunded, as the service was provided by Vola.ro (regardless of whether it was provided fully or partially), and the cancellation was outside Vola.ro’s control.

Flight Ticket Issuance

7.57. Issuance and payment of airline tickets will be made according to the conditions imposed by each airline.

7.58. Vola.ro reserves the right to offer various package tickets on its website, which may include different services at a price per passenger similar to or lower than if purchased separately. Package tickets may be displayed at any stage of the booking process. Purchasing a package ticket is optional, and prices are dynamic depending on the type of flight.

7.59. All services included in each package ticket will be shown during the ticket presentation on the site. Vola.ro reserves the right to change the name of package tickets, modify, or remove certain services included in them without affecting prior sales.

7.60. Vola.ro may offer the User the option to access a higher-tier package ticket at a later stage on the site in exchange for an additional fee/commission per passenger.

7.61. Each package ticket includes a certain level of customer support, specifying the communication channel and response priority. Users can upgrade to multiple communication channels by selecting a higher level of support during booking.

7.62. Vola.ro offers the option to access telephone support channels. Users can request a callback via the site’s contact page. Users will be contacted as soon as possible and given priority for all requests. Purchased communication channels are available up to 15 days after the return date of the booked flight. After this period, users will have access to standard communication channels on Vola.ro’s contact page.

7.63. The price for the premium communication channel is set for each reservation.

7.64. Package tickets cannot be purchased post-sale. Post-sale support services are available at higher prices, which will be communicated by Vola.ro consultants when requesting activation of a higher service level.

7.65. Terms and conditions specific to Online Check-in, Flex, and Fast Refund also apply mutatis mutandis if these services are included in package tickets. TRIP PROTECT is not included in package tickets.

7.66. Before paying for the ticket, Vola.ro may present options to optimize your purchase. The Passenger/User is responsible for understanding all conditions and restrictions applicable to the ticket and must pay for the ticket within the set timeframe to obtain it. This timeframe may be changed by the airline, and Vola.ro will notify the passenger but cannot be held responsible for any cancellation of the reservation by the airline.

7.67. All fees paid for package tickets are non-refundable.

7.68. The User/Passenger can pay for airline tickets and Additional Services in RON (Lei) or EUR, at the BNR exchange rate on the payment date, plus a 4% currency risk fee. If services were purchased using a Vola.ro Voucher or electronic/crypto currency, any refund for services canceled by the airline will be equal to the amount confirmed by the airline/service provider as eligible for refund in Voucher or EUR/LEI equivalent at the BNR rate on the purchase date. This rule also applies to refunds made at Vola.ro’s discretion.

7.69. If the User uses a Vola.ro Voucher to pay for services, and the voucher covers the full payment, the User/Passenger must pay a minimum difference of 1 EUR, as Vola.ro cannot issue an invoice for 0.

7.70. Travel documents (ticket, invoice) may be sent via email to the address provided at booking or collected directly from Vola.ro’s airport offices. Consultants can provide detailed information if needed.

Airline Ticket and Additional Services Pricing

7.71. Ticket prices are dynamic, based on airline ticketing rules. Prices sold through Vola.ro result from complex fare rules, contractual rates, centralized reservation system rates, special rates, etc. Each flight requires price calculation by a specialized agent. The same flight, airline, and travel conditions may have different prices depending on the exact booking time. The ticket price becomes final with all applicable conditions only when recorded on Vola.ro’s fiscal document (invoice).

7.72. For flights operated by IATA member airlines, tickets issued by Vola.ro are the property of IATA – BSP Romania, which handles ticket revenue. Vola.ro cannot be held responsible for how ticket prices are determined by IATA BSP or the airline.

7.73. Ticket prices include specific conditions, rules, and restrictions. Passengers are responsible for reviewing these before purchase. After purchase, passengers are deemed informed and have accepted these rules.

7.74. Ticket prices usually include airport taxes. However, additional taxes may be requested during travel, for which Vola.ro cannot be held responsible.

7.75. Service fees (commissions/margins) applied by Vola.ro or travel service providers may vary. Vola.ro reserves the right to decide which fees to apply and how they are displayed—separately or included in the total price. For Additional Services (baggage, preferred seats, sports equipment, pets, special assistance, airline reimbursement services, etc.) purchased with or after ticket issuance, Vola.ro and/or service providers may apply variable service fees, displayed either separately on the site, included in the total price, or communicated via email/chat/phone.

Specific Cancellation Terms for Tickets and Additional Services

7.76. Vola.ro reserves the right not to refund service fees for canceled airline tickets or travel services (whether initiated by the User or service providers), regardless of the commercial name of the fee.

7.77. In exceptional cases where Vola.ro refunds amounts that are normally non-refundable or provides coupons/vouchers as an alternative to cash, Vola.ro may act on your behalf to request potential refunds from the airline(s) or third-party representatives and may retain any refunds received for the purchased flight/segment.

7.78. After purchasing additional services (check-in fee, SMS, preferred seats, baggage, sports equipment, pets, musical instruments, priority service, etc.), fees/margins are non-refundable.

Airline Ticket

7.79. The airline ticket is the document or electronic record on the basis of which the flight is carried out. The information on the ticket complements these Terms and Conditions. It is presumed that the passenger who has received the airline ticket is aware of all this information and cannot later claim ignorance of it or request compensation from Vola.ro.

7.80. The passenger holding the purchased airline ticket must keep it in good condition and present it for boarding. If you cannot present the ticket at boarding for any reason, you are not entitled to request a reissuance of the ticket, and missing the flight for this reason is entirely your responsibility, without any compensation claims against Vola.ro or the airline.

7.81. Before purchasing your airline ticket, it is recommended to check which travel documents are required both in your destination country and in any transit countries (for layovers). Ensure these documents comply with all regulations in these countries and with the airline’s conditions. For minors, they must have their own valid passport or identity card. Additionally, minors traveling alone or with adults who are not their legal guardians—or with only one parent—may be required to have additional documents (e.g., original notarized authorization, criminal record for the accompanying adult if not a parent) signed by both parents, the second parent, or the legal guardian granting permission to travel. For any questions, contact the Border Police.

Visas, Vaccines, Tests, and Other Travel Requirements

7.82. Vola.ro does not provide visa services. Passengers/Tourists are responsible for obtaining visas in a timely manner. Passengers/Tourists must also ensure that travel documents (passport or ID) are valid for at least six months from the date of departure from Romania, if required by applicable law.

7.83. Passengers/Tourists are responsible for checking all travel requirements imposed by airlines/destination or transit countries (including health declarations related to SARS-CoV-2), mandatory vaccines for certain destinations, and any required tests. The User agrees that Vola.ro is not responsible if any passenger on the reservation is denied boarding due to non-compliance with these requirements. Additionally, if the Travel Service Provider requests a declaration from the User during booking or check-in regarding compliance with travel requirements, the User authorizes Vola.ro representatives to make such a declaration on behalf of the User and passengers on the reservation.

Special Assistance Service

7.84. Vola.ro does not provide a special assistance service directly. Therefore, the Passenger or their representative must notify Vola.ro in advance if they want Vola.ro to facilitate such a service. Vola.ro and/or the Travel Service Providers reserve the right to charge separate fees or additional service charges. These may be displayed separately during booking, included in the total price on the site, or communicated via email/chat/phone after receiving the request for the additional service.

Travel Change Notifications

7.85. The responsibility to check flight status before departure and identify any changes to the flight schedule for the reservation lies entirely with the User and/or Passenger.

Combined Flights

7.86. For certain flights, the site may offer Users combined flight options including two or more flights operated by one or multiple airlines, where each flight is treated as a separate service with its own PNR (ticket number), and the airlines do not cooperate in organizing the itinerary.

7.87. To offer the best prices, Vola.ro may provide combined flights from the same airline, resulting in separate tickets for the User.

7.88. When purchasing an itinerary with multiple flights from one or more airlines, the User must formally book each ticket separately for each airline.

7.89. When choosing an itinerary with Combined Flights, note the following during layovers:

• You must collect and recheck your baggage;
• You may need to go through customs and governmental checks, requiring visas or other documents and compliance with local entry requirements for transit countries;
• The cost of transfers between airports is borne independently by the Passenger/User.

7.90. Since the User purchases separate tickets for each flight in a Combined Flight itinerary, and connection times may be short (depending on User search parameters and flight availability), risks may arise, such as flight delays/cancellations, schedule changes, or inability to make connecting flights.

VIII. Promotional Campaigns Run by Vola.ro

8.1. Vola.ro reserves the right to run multiple promotional campaigns simultaneously for airline ticket offers. Promotions are not required to apply to all reservations. Promotions depend on Vola.ro’s marketing campaigns and may offer airline tickets below the airline’s standard price during certain campaigns.

8.2. Discounts or coupon codes can be combined with other promotions or discount campaigns, subject to each campaign’s rules.

8.3. Discounts or coupon codes do not apply to customers booking tickets through metasearch engines (e.g., Momondo, Skyscanner).

8.4. For market research conducted by Vola.ro via internal or external consultants, participants may receive discount coupons under the conditions specified.

8.5. At its discretion, Vola.ro may promote on its site(s) the free reservation change service (Rebooking). Specific conditions for free Rebooking will be announced in the relevant campaign and may be available for a limited time. Users who booked flights on the relevant site may modify their reservation by changing flight schedules or itinerary. The cost of modification cannot exceed the original ticket cost plus purchased seats and baggage; any excess is borne by the User/first passenger. Vola.ro may also decide which flights/airlines qualify for free Rebooking, and any additional cost must be paid by the User/Passenger if higher than the original paid amount for tickets, seats, and baggage, without other auxiliary services.

8.6. Rebooking may be available up to 24 hours before the first departure. It is unavailable once the journey has started or if the booking is affected by airline cancellation or schedule changes.

8.7. Rebooking affects the entire reservation and all passengers. Change requests must be made by the User (first passenger).

8.8. Vola.ro may suspend or cancel the free Rebooking service at any time, including but not limited to situations such as: force majeure, government orders, war, state of emergency, state of alert, travel restrictions imposed by authorities, political instability, fires, floods, accidents, storms, volcanic eruptions, epidemics, pandemics, strikes, terrorist attacks, earthquakes, and other unforeseen events affecting Vola.ro, airlines, travel service providers, or any Vola.ro service provider. Force majeure includes, but is not limited to, any discretionary airline decisions or actions affecting the suspension/cancellation of multiple flights or cessation of operations for any reason, including insolvency/bankruptcy/restructuring of airlines or other service providers, whether Vola.ro has informed the User/Passenger of such events or not.

8.9. The period during which Vola.ro decides to suspend and/or cancel the free rebooking service is entirely at Vola.ro’s discretion, which means that the cancellation may apply retroactively. Thus, the cancellation of the free modification service applies to all flights scheduled after Vola.ro notifies the suspension/cancellation, regardless of whether Vola.ro (i) approved a free modification of the reservation before notification or (ii) if any segments of the itinerary have already been used. Specifically, Vola.ro has the authority to determine the exact timing of the cancellation/suspension of the service in the notification posted on the Site.

8.10. The free rebooking service is not available in any of the following situations:
a. Travel restrictions, whether the flight has been canceled or modified by the airline/provider and whether Vola.ro informed the User/Passenger of this restriction;
b. Denied boarding;
c. No-show for the flight;
d. Cancellation of a Reservation Request by Vola.ro.

8.11. The free modification service does not cover additional services or other changes, except for flight date modifications. Only seats and baggage are included if they were originally purchased by the User through Vola.ro.

8.12. Participation in Vola.ro promotional campaigns requires acceptance and compliance with these Terms & Conditions and the specific rules published on Vola.ro’s campaign pages.

IX. Terms and Conditions Applicable Exclusively to Tourist Service Packages

9.1. Vola.ro offers its clients both its own tourist service packages, acting as the Organizing Travel Agency (OTA), and tourist service packages from its partners, who act as organizing travel agencies, in which case Vola.ro acts as an Intermediary Travel Agency (ITA).

9.2. Vola.ro fulfills its obligation to provide information under Government Ordinance No. 2/2018 regarding travel service packages and associated travel services by publishing on the Site:

• Templates of the Tourist Contracts; and
• Standard pre-contractual information applicable both when Vola.ro acts as OTA and ITA;
• And by sending via email the order confirmation, Tourist Contract, and standard pre-contractual information.

9.3. Tourists can contact Vola.ro in case of emergencies at the phone number provided on the Site.

9.4. Tourists may transfer the service package to another person, under the conditions specified in the Tourist Contract concluded with Vola.ro, whether acting as OTA or ITA. When acting as ITA, transfers must also comply with conditions imposed by the partner providing the package. Vola.ro cannot be held responsible if the package cannot be transferred.

9.5. Tourists must immediately notify Vola.ro of any non-compliance observed during the execution of the package.

9.6. Under applicable special legislation, when Vola.ro acts as OTA, it holds protection to refund payments and, if transport is included in the package, to ensure repatriation in case of insolvency, through the insurance company indicated in the Insurance Policy displayed on the Site.

9.7. Reservations are made according to the availability of services included in the package from Vola.ro providers and the terms and conditions of each chosen service provider.

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

9.9. Any online or offline reservation (by phone, email, or directly at Vola.ro offices) implies acceptance of these Terms & Conditions and the rules specified in the applicable Tourist Contract.

9.10. Any disputes between parties should be resolved amicably via the Alternative Dispute Resolution (ADR) mechanism; otherwise, parties agree to address competent courts in Bucharest.

X. General Conditions Applicable to Hotel Reservations

Check-in and Check-out Times

10.1. For most hotels, standard check-in is at 14:00, and check-out is by 11:00. These times may vary; please check on Vola.ro or consult Vola.ro agents.

10.2. If arriving after the indicated check-in time, rooms are generally held until 18:00 (local time) on the arrival date. If arriving later, please indicate in the reservation (if a remarks field exists) or notify Vola.ro of the estimated arrival time. If the hotel is not notified, it may resell the room.

10.3. Room types:

• Single Room – one bed for one person;
• Double Room – one double bed for two persons;
• Twin Room – two single beds;
• Double/Twin Single Use – one double bed for one person;
• Triple Room – three single beds or one double bed and one extra bed;
• Quadruple Room – two double beds, or four single beds, or one double bed plus two extra beds;
• Twin/Double + Child – two separate beds or one double bed plus one extra bed for a child, depending on the age indicated. Sometimes the child shares a bed with parents; for an explicit child bed, search only for adults, considering the child as an adult.

10.4. Children under 2 are considered infants; to request a crib, hotel confirmation is needed. Specify in the remarks field or via email after booking.

10.5. Room allocation is done by the hotel (except when a specific room is reserved and pre-paid).

10.6. If the reservation cannot be honored, the hotel must offer accommodation in another hotel of the same or higher category. Tourists must accept one of the alternatives. Special events may impose additional rules (minimum nights, higher rates, stricter cancellation/payment policies).

10.7. Payment must be made according to the terms at booking; failure may result in cancellation.

10.8. Depending on the hotel’s terms, full or partial prepayment may be required, payable to Vola.ro, the hotel, or its representative.

10.9. Hotel payments follow the above paragraph.

Vola.ro Hotel Discount Campaigns

10.10. Vola.ro may run multiple hotel discount campaigns in parallel; discounts are not mandatory for all hotels and depend on the service provider and Vola.ro’s discount policy.

10.11. Clients booking only accommodation through Vola.ro may receive discounts at certain hotels, varying by location, category, provider, etc.

Cancellation and Modification Conditions

10.12. Depending on the hotel’s cancellation policy, tourists may cancel directly via the “Cancellation and Modification Policy” link in the confirmation email or by submitting a written request to Vola.ro via email.

10.13. Cancellation policies depend on the service type, provider, travel date, or other provider-specific factors, and are specified at booking, on the reservation details page, confirmation page, and confirmation email.

10.14. Attention! Read cancellation terms carefully before confirming the reservation. If you disagree with the hotel’s policy, the reservation cannot be confirmed.

XI. Collecting Feedback

11.1. Vola.ro may collect opinions about hotels, destinations, or services from clients after they return from vacation.

11.2. Clients consent to the publication of comments on the Site and offline use by Vola.ro consultants for recommendations. Posted comments, including the client’s name, may be visible to other users. Comments may be collected online or offline (via email or phone).

11.3. Vola.ro reserves the right to refuse comments, especially with vulgar language, and to edit grammatical errors without changing meaning. Client comments become Vola.ro property and may not be published elsewhere.

XII. Terms and Conditions for Flex

12.1. The main features of Flex are detailed in clauses 12.1–12.9:

What is Flex?

12.2. Flex allows voluntary cancellation of your reservation up to 24 hours before the first departure and provides a partial refund (“Refund”) of the Price (total ticket cost including any accessories purchased online simultaneously, such as seats and baggage, excluding Flex cost and medical insurance), in exchange for a fee:

• Refund: 90% of the trip price (up to €7,000 per reservation);
• No reason or proof required;
• One-click cancellation;
• Cash transfer within 3 business days.

How does Flex work?

12.3. Flex applies when purchasing a ticket and adding it to your reservation request, then voluntarily canceling the reservation.

12.4. The User/Passenger can cancel via the form: www.vola.ro/anuleaza at least 24 hours before the first flight departure; Vola.ro may, at its discretion, allow a shorter period.

12.5. Vola.ro does not require reasons or proof for voluntary cancellation. Note that Flex is not available in the cases listed in 13.26, where the airline is responsible for the refund.

12.6. Vola.ro will process the refund to your bank account within 3 business days.

How much money will I get back if I purchased Flex?

12.7. If you choose not to travel, you will receive 90% of the Price. The amount is capped at €7,000 per reservation. This cap applies starting November 24, 2023 going forward.

• How long will it take to receive my refund?

12.8. You will receive the money within 3 business days.

Is the cost of Flex refundable?

12.9. If you purchased Flex, its cost is non-refundable, except if your Reservation Request is canceled by us or canceled before an electronic ticket is issued and sent to you.

WHAT DOES VOLA.RO OFFER THROUGH FLEX?

12.10. Vola.ro provides a website that allows you to search and check availability for purchasing airline tickets. Through Flex, Vola.ro allows you to voluntarily cancel your trip without giving any reason or providing documentation, in exchange for a fee displayed on the website, subject to the assignment to Vola.ro of any rights related to the Transport Contract, including the right of Vola.ro to cancel the Transport Contract at its discretion and to pursue and collect any refunds related to the canceled/modified flight (or, alternatively, authorize pursuing claims against the airline), according to the special terms in this section. The transfer of these rights becomes effective only when Vola.ro transfers the Refund to the User/Passenger.

12.11. Flex allows you to voluntarily cancel your reservation for any reason up to 24 hours before the first departure and receive a partial refund (“Refund”) of the Price (i.e., the total cost of the ticket including all Additional Services purchased online at the same time as the ticket, such as seats and baggage, excluding the cost of Flex and travel insurance), in cases where either the Price is non-refundable or the refundable amount is less than the Refund.

12.12. Vola.ro offers Flex, which allows you either:

a. To voluntarily cancel your Reservation (i.e., the flight ticket and its accessories, such as baggage and seats purchased at the time of ticket purchase), at your discretion, at least 24 hours before the departure of the first flight in your itinerary, and receive 90% of the Price if the Price is non-refundable (according to article 7.20 of Vola.ro Terms & Conditions) or the refundable amount is less than the Refund, following the standard cancellation process described in article 13.22.
Example: A trip starting December 15 at 14:30 can be canceled at any time until December 14 at 14:29. Any Flex request after December 14, 14:30, will not be considered.

b. To reschedule the flight by modifying the schedule or itinerary, if this option is available from the airline, without paying Vola.ro fees for such a service. However, if the cost of rescheduling exceeds the Refund, the difference must be paid by the User/Passenger.

12.13. Cancellation/rescheduling will apply to all flight segments in the itinerary and all passengers in the reservation.

12.14. With Flex, you are offered the following alternatives, from which you can select only one, once:
(i) Cash refund in case of a flexible cancellation up to 24 hours before the first departure, or
(ii) Assistance with rescheduling.

CASH REFUND

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

12.14.2. The refund will be processed using the same payment method used for the Reservation Request (e.g., if paid by card, refunded to the same card) or via bank transfer to an account you provide, within 3 business days from the date you completed the form provided by Vola.ro..

12.14.3. If you paid the Reservation Request using multiple payment methods (for example, with a Vola Voucher and the remaining amount by card), the refund will be made in cash to your card. The refund will be issued in the same currency used for the Reservation Request payment (except for cryptocurrencies, in which case we will refund the equivalent of 90% of the Price in EUR at the exchange rate used on the order date).

ASSISTANCE

12.14.4. If you want to cancel up to 24 hours before the first departure but still travel, Vola.ro can assist with rescheduling the flight by modifying the schedule or itinerary if available, covering the cost of the new ticket up to the initial ticket price. Any positive difference is paid by the User/Passenger.

12.14.5. Flex also provides professional support and special assistance in case of events related to your travel (voluntary cancellations, rebooking).

WHEN CAN FLEX BE PURCHASED?

12.15. Flex can only be purchased when initially placing a Reservation Request via Vola.ro.

WHEN DOES FLEX APPLY?

12.16. Flex applies if it is added and paid for as part of the Reservation Request made through Vola.ro, and you subsequently choose, voluntarily, either to cancel your Reservation or to make a new reservation, under the special conditions mentioned below. The prerequisite for providing Flex assistance services is the assignment to Vola.ro of any rights related to the Transport Contract, including the right to cancel the Transport Contract at Vola.ro’s discretion, the right to pursue any claims related to the canceled/modified flight (or, alternatively, the authorization to pursue claims from the airline), in accordance with the special terms and conditions mentioned in this section. In this case, Vola.ro will pursue such claims to recover, in its favor, the funds it allocated to provide you with assistance related to Flex.

12.17. Exceptionally, Flex also applies in the scenario where the flight consists of segments sold by different Travel Service Providers and at least one segment—but not all segments—is canceled by the respective Travel Service Provider, provided that the user transfers all rights related to the canceled flight to Vola.

12.18. Flex will be offered at the discretion of Vola.ro with regard to which flights Flex will be available for.

HOW FLEX WORKS

12.19. Flex applies when you purchase a flight ticket, add it to your Reservation Request, and later voluntarily cancel or make a new booking.

12.20. The user/passenger can voluntarily cancel the Reservation by submitting the form linked in the email sent by Vola.

12.21. Voluntary cancellation must cover all passengers and all flight segments in the reservation.

12.22. To voluntarily cancel your Reservation, you must:

• Click the "Cancel" button within the Vola ticket confirmation email at least 24 hours before the departure of the first flight in your itinerary;
• Confirm the cancellation of the Reservation within the online form provided in the email at http://www.vola.ro/anuleaza and identify yourself in that form.

12.23. In this case, Vola.ro will process the refund to your bank account within 3 business days.

12.24. In rare cases where the User/Passenger may benefit from rescheduling the flight instead of canceling it, Vola.ro may retain the Flex Refund and treat it as an advance payment for a paid rescheduling. If the advance does not cover the cost of the rescheduling, the User/Passenger must pay the difference.

WHAT IS THE COST OF FLEX?

12.25. Flex is offered by Vola.ro for a fee displayed on the site at the time of purchase.

WHEN FLEX DOES NOT APPLY

12.26. Flex does not apply in the case of involuntary cancellations, which may refer to any of the following events:

a. Flight canceled or modified by the Airline/another Travel Service Provider before Vola processes the Refund, regardless of whether Vola.ro managed to inform the User/Passenger about this cancellation/modification. For flights consisting of multiple segments, all segments must be canceled. It should be noted that in this case, the legal obligation to refund the ticket cost for a canceled/modified flight remains, in all cases, the responsibility of the airline that canceled or modified the flight.

b. Airline/other Travel Service Provider suspends or ceases operations for any reason, including, but not limited to, insolvency/bankruptcy/preventive composition/reorganization/restructuring of the Airline/Travel Service Provider before Vola processes the Refund, regardless of whether Vola.ro managed to inform the User/Passenger about such an event. It should be noted that in this case, the legal obligation to refund the ticket cost for a canceled/suspended flight remains, in all cases, the responsibility of the airline that canceled or suspended the flight.

c. Travel restriction, regardless of whether the flight was canceled or modified by the airline/provider and whether Vola.ro managed to inform the User/Passenger about this restriction;
d. Denied boarding;
e. No-show for the flight;
f. Cancellation of a Booking Request by VOLA.RO.
To remove any doubt, Vola.ro informs the Client that they cannot submit a voluntary cancellation request for a particular flight (and benefit from the options offered by Flex) after being informed by any means, including directly by the airline or through Vola.ro, about the flight cancellation for the reasons listed above.

12.27. Flex does not cover the following expenses:

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

b. Any other amount that is refundable by the airline/other third-party provider in cash or in kind.

LIMITATIONS OF FLEX

12.28. The solutions described above in clauses 12.14.1–12.14.5 are offered by Vola.ro under Flex, subject to the following cumulative conditions:
(i) The airline tickets to which Flex applies must be purchased for a flight offered through Vola.ro.
(ii) Flex must be purchased at the time of buying the airline ticket.
(iii) If you wish to cancel the booking or rebook, you must follow the standard cancellation procedure at least 24 hours before the first departure; otherwise, the solutions indicated in clauses 12.14.1 or 12.14.4 under Flex will no longer be available.
(iv) There are no active promotional campaigns implemented by Vola.ro for certain periods or on certain Sites that offer Users the possibility of free Rebooking for all/specific flights at Vola.ro’s discretion. In this case, the free rebooking assistance option is not included in Flex.

12.29. If you make changes to your flight itinerary booked through us without our assistance—i.e., directly with the airline operating the flight—without prior approval from Vola.ro, Flex becomes null and void, and you will not be entitled to any of the solutions indicated in clauses 12.14.1 or 12.14.4.

Important! By choosing Flex, you acknowledge and accept that, in the event Vola.ro issues a cash refund or assists you with rebooking, you assign your right to claim reimbursement from the airline for the canceled/modified flight to Vola.ro. In this way, you agree not to request such claims from the airline without Vola.ro’s prior approval, and you also agree that the chosen alternative is irreversible once you have informed Vola.ro of your decision.

WHEN FLEX IS CANCELLED

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

• The User/Passenger has modified the original travel details or contact information directly with the airline without prior notification to Vola.ro;
• The booking cancellation with Vola.ro was done by the User or any Passenger on the booking directly with the airline and not through Vola.ro or its providers;
• The cancellation was not made within the time frame indicated in these terms, i.e., at least 24 hours before the first departure of the booking.

CONDITIONS FOR THE TRANSFER OF RIGHTS

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

12.32. By clicking 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 (airline/other travel service providers, as applicable) to Vola.ro and authorize Vola.ro to submit claims on their behalf to the Service Provider under EU Regulation No. 261/2004 of 11 February 2004 establishing common rules on compensation and assistance to passengers in the event of long delays, cancellations, or denied boarding (“Claim”); and
(ii) expressly agree to authorize Vola.ro to act on their behalf to request any other reimbursement from the Service Provider for the cost of the flight ticket(s) and to obtain any fees, including airport taxes.

12.33. This transfer of rights becomes effective on the date Vola.ro transfers the Refund to the User/Passenger.

12.34. As a result of purchasing Flex, the User and/or Passengers:
(a) transfer the Claim to Vola.ro, which they hold against:
(i) the Service Provider (airline/other travel service providers, as applicable), including but not limited to airport taxes, compensation, etc.;
(ii) the insurer(s), if the User has insurance covering delays, cancellations, or schedule changes during the trip; and
(b) agree that any fees and/or compensation received by Vola.ro on behalf of the User and/or Passenger(s) will be retained 100% by Vola.ro.

12.35. The transfer of the Claim is subject to the following cumulative conditions:
(i) The Claim against the Service Provider or insurer arises;
(ii) Vola.ro 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 disputed, in whole or in part, by the Service Provider or insurer, the User agrees to take the necessary steps to effectuate the transfer at Vola.ro’s request, including signing a separate agreement or authorization. The User may also be asked to notify the Service Provider about the transfer of their claims.

12.37. In certain situations, Vola.ro, its authorized partners, contractors, or Service Providers may request specific documents and information from the User, and the User agrees to provide them.

12.38. Furthermore, the User who benefits from the alternatives offered by Vola.ro under Flex (clauses 12.14.1 or 12.14.4) authorizes Vola.ro or its partners to represent the User and/or Passenger(s) in pursuing all claims against the relevant Service Providers, legal actions, or any other necessary measures to obtain the relevant fees and/or compensation. If a positive legal outcome is achieved and Vola.ro or its partners obtain compensation, Vola.ro has the right to retain 100% of each fee and compensation successfully obtained.

12.39. By purchasing Flex, you explicitly accept these Special Terms, the General Terms and Conditions of Vola.ro, the regulations of the airlines, and the regulations of other travel service providers.

XIII. Special Terms and Conditions Applicable to the FAST REFUND Service

WHAT IS VOLA.RO FAST REFUND SERVICE?

13.1. Vola.ro provides the website vola.ro (“Site”), which allows you to search and check availability for purchasing flight tickets operated by airlines, as well as services related to ticket purchases. Vola.ro offers the ancillary service VOLA.RO FAST REFUND (hereinafter “FAST REFUND”), which is available only to Users who purchase the “Smart” package or to Users with active bookings that include the FAST REFUND service.

13.2. Through the FAST REFUND service, Vola.ro provides assistance if your booking is affected by one of the following situations:
(i) cancellation of certain flight segments or all flight segments within the itinerary (“Flight Cancelled”), or
(ii) change in the flight schedule or itinerary (“Flight Changed”) by the airline. Both situations are referred to individually or together as an “Event.”

13.3. In the event of an Event, Vola.ro will assist in identifying an alternative to continue your trip or in reimbursing the cost of affected flight segments in the form of a Voucher or cash, provided that the reimbursement is confirmed by the airline.

13.4. Therefore, with FAST REFUND, you do not have your money stuck with the airline and can quickly receive reimbursement if you want to purchase another flight ticket or if you no longer wish to travel.

WHEN IS THE FAST REFUND SERVICE APPLICABLE?

13.5. The FAST REFUND service applies if your flight booked through Vola.ro, for which you have also purchased the FAST REFUND add-on service, is a Cancelled Flight or a Modified Flight for reasons beyond Vola.ro’s control.

13.6. FAST REFUND is a service offered by Vola.ro only in cases of Cancelled/Modified Flights where the airline that cancelled or modified the flight is legally obliged under Regulation (EC) No. 261/2004 to provide travel alternatives and/or refund the ticket cost in cash, and the reimbursement is confirmed by the airline. Note that the legal obligation to refund the ticket cost always lies with the airline that cancelled or modified the flight.

13.7. In principle, Vola.ro will notify you as soon as possible about the Event affecting your travel and will assist in booking a flight alternative provided for free by the airline. If you no longer wish to travel, or if the free alternative offered by the airline is unsuitable, Vola.ro will reimburse the cost of the affected flight segment(s) eligible for reimbursement within 3 working days, in the form of a Voucher or cash.

13.8. A prerequisite for applying FAST REFUND is the transfer to Vola.ro of the rights to claim compensation related to the Cancelled/Modified Flight (or, alternatively, the authorization to claim compensation from the airline). In this case, Vola.ro will submit such claims to recover the funds it has allocated to assist you or make a reimbursement (cash/Voucher) related to the flight cancellation/modification. The transfer of rights becomes effective on the date Vola.ro provides the assistance or transfers the cash/Voucher to the User/Passenger.

13.9. If you are informed/notified directly by the airline about an Event without prior notification from Vola.ro, and you have purchased FAST REFUND, you must inform Vola.ro without undue delay using the communication channels provided.

WHAT DOES VOLA.RO OFFER THROUGH FAST REFUND?

13.10. – Within the FAST REFUND service, we will provide you with the following options, from which you can select only one, according to your preference:

FREE ASSISTANCE

13.10.1. – If you accept the free alternative offered by the airline to continue your journey, we will provide assistance in issuing the ticket for the new flight at no additional cost.

REFUND WITH VOUCHER OR CASH

13.10.2. – If you refuse the alternatives offered by the airlines but wish to continue your journey by purchasing a new flight, and the airline confirms eligibility for a refund for the Canceled/Modified Flight, Vola.ro offers the following options, of which you can select only one, according to your preference:

a) Refund with VOLA.RO Voucher

If you wish to continue your journey, Vola.ro will issue a Voucher, which can be used to choose any other flight on the Vola.ro website, with the following characteristics:

• It has a value equivalent to the amount confirmed by the airline as eligible for a refund.
• It is valid for 24 months from the date the Voucher is issued.
• It is intended to be used via VOLA.RO for any air transport services available on VOLA.RO, operated by any airline.
• It can be used for multiple bookings on VOLA.RO (either at once or during the validity period), but each time the Voucher value is reduced by the amount used.

13.10.3. – The Voucher can only be used through VOLA.RO by entering the Voucher code during the booking process on www.vola.ro.

13.10.4. – If a Voucher is issued according to these Terms and Conditions, it will be provided without unjustified delay within 24–48 hours, but no later than 3 business days from the date you exercised this refund option.

13.10.5. – The Voucher is non-refundable and cannot be exchanged for cash or replaced with another Voucher. It can be transferred partially or fully to a third party, provided that at the time of use on VOLA.RO, the Voucher is validated with the email address it was sent to.

13.10.6. – Each Voucher has a unique code, and the user should ensure this code is protected from third-party access.

13.10.7. – If the full Voucher value is not used, the remaining balance will not be refunded when the Voucher expires and cannot be converted into another Voucher. If the total value of bookings exceeds the Voucher, the user must pay the difference.

13.10.8. – When using the Voucher, if its value corresponds exactly to the ticket(s) being purchased, the user must pay 1 EUR by card to validate the Voucher payment and issue the ticket(s).

13.10.9. – The Voucher is issued in EUR. If the amount confirmed for refund by the airline is in a different currency, the National Bank of Romania exchange rate valid on the date of Voucher issuance will be applied (i.e., other currency → RON → EUR). If the ticket(s) purchased with the Voucher are paid in RON, the EUR/RON exchange rate of the National Bank of Romania on the Voucher issuance date will be used.

13.10.10. – VOLA.RO is not responsible for using the Voucher contrary to its intended purpose.

13.10.11. – VOLA.RO is not responsible if the unique Voucher code is lost or used by a third party due to the user’s negligence.

b) Refund in Cash: If you do not wish to continue your journey, Vola.ro can refund the equivalent amount confirmed by the airline as eligible for a refund.

13.10.12. – If you choose, in accordance with these Terms and Conditions, to receive a cash refund for the price of the flight affected by an Event, the relevant amount will be refunded using the same payment method you used to pay the full price (for example, if you paid the booking by card, the refund will be made to the account associated with that card) or via bank transfer to an account you specify, under the conditions set here, without undue delay, within 3 business days from the date you exercised this refund option.

13.10.13. – If you paid for the booking affected by an Event using multiple payment methods (for example, with a Vola Voucher and the remaining amount by card), the refund will be made through both payment methods in proportion.

Limitations of the FAST REFUND Service

13.11. – The solutions described in points 13.10.1 and 13.10.2 are offered by Vola.ro under the FAST REFUND service, subject to the following cumulative conditions:

• Flight tickets for flights affected by an Event must have been purchased for a flight offered through Vola.ro.
• The Fast Refund service must be purchased at the time of booking the flight ticket.

13.12. – If you make changes to the flight itinerary booked through us without our assistance, directly with the airline that operates the flight, and without our prior approval, the FAST REFUND service becomes null and void, and you will therefore not be entitled to any of the solutions indicated in points 13.10.1 and 13.10.2.

13.13. – The cash refund option within the Fast Refund service will no longer be available if we do not receive your email response regarding one of the options from points 13.10.1 or 13.10.2 at least 48 hours before the scheduled date of the Cancelled/Modified Flight, or within the deadline specified by the airline as the cut-off for submitting the cash refund option.

13.14. – By purchasing FAST REFUND, you acknowledge and accept that, in the event Vola.ro provides assistance or issues a refund (through a Voucher or cash refund), you assign to Vola.ro the right to claim from the airline the reimbursement of funds related to the cancelled/modified flight, and this transfer of rights becomes effective on the date Vola.ro provides assistance or transfers the cash/Voucher to the User/Passenger. By doing so, you agree not to submit any claims against the airline.

When the FAST REFUND Service is Not Applicable

13.15. – Please note that the FAST REFUND service does not apply in any of the following situations:

• The User/Passenger voluntarily cancels or modifies the trip without the agreement/approval of Vola.ro.
• The User/Passenger is denied boarding for any reason, including failure to meet minimum and necessary requirements regarding travel documents requested by governmental authorities (e.g., visas, COVID tests, vaccination proofs, notarized authorizations for minors, certifications for transported items, or other necessary documents).
• The User/Passenger fails to check the flight status before departure and identify any schedule changes for the affected flight(s), and fails to notify Vola.ro as soon as possible about changes and their option regarding alternatives offered by the airline.
• The User/Passenger modifies the original travel details or contact information directly with the airline without prior notification and approval from Vola.ro, in which case the FAST REFUND service is automatically cancelled/invalidated.
• The flight for which FAST REFUND was purchased is affected by an Event caused by the insolvency, bankruptcy, preventive composition, reorganization, or restructuring of the airline.
• The flight for which FAST REFUND was purchased is affected by an Event that is part of a mass cancellation (for any reason) affecting 30% or more of all flights of the selected airline in a given period, or any other event that significantly restricts or renders the airline inoperable. In such cases, Vola.ro will attempt to provide FAST REFUND, but only at its discretion.
• The airline’s refund policy deviates from the standard and is changed after the FAST REFUND service purchase in a way that prevents cash refunds for affected flights, imposes long waiting periods for cash refunds, or in any similar situation.
•  In all cases where FAST REFUND becomes inapplicable, Vola.ro will refund the fee paid for this service.

When FAST REFUND Can Be Purchased

13.16. – The FAST REFUND service can only be purchased at the time of booking your flight through Vola.ro, simultaneously with the purchase of the flight ticket(s).

Cost of the FAST REFUND Service

13.17. – FAST REFUND is offered by Vola.ro for an additional fee, calculated as a percentage (e.g., 10% of the flight ticket purchase), with the exact amount displayed on the website at the time of purchase.

What FAST REFUND Does Not Cover

13.18. – FAST REFUND does not cover any additional expenses related to the trip, paid either to Vola.ro or directly to the airline/other service providers (e.g., but not limited to: travel/medical insurance, Vola Refundable, etc.) or any other compensations that should be claimed from the airline.

Conditions for the Transfer of Claim Rights

13.19. – By purchasing FAST REFUND, you expressly accept these Terms and Conditions, Vola.ro’s General Terms, Airline Regulations, and other Travel Service Provider regulations, and expressly and exclusively transfer to Vola.ro the right to claim and retain reimbursements from the airline for flights affected by an Event on behalf of all passengers listed on the reservation.

13.20. – By accepting these Terms, the User/Passenger declares that:

• They have not requested and will not request reimbursement of the flight ticket price from any other entity, including the airline, regardless of the option selected under 13.10.1 or 13.10.2.
• They authorize Vola.ro to undertake any actions on behalf of the User/Passenger to submit a claim/request to the airline responsible for the service disruption.
• The User/Passenger authorizes VOLA.RO to represent them in any claim procedure before the airline or any other entity, including making all decisions on behalf of the User/Passenger, to obtain reimbursement of the flight ticket cost from the airline, regardless of the option chosen by the User/Passenger to benefit from the FAST REFUND service.The User/Passenger also declares that this authorization has been confirmed by all persons listed by name on the relevant flight tickets and expressly waives any claims or monetary or other actions that may arise as a result of any of the accepted options, against Vola.ro.

13.21. – The acceptance of any option (e.g., Assistance, Voucher, or Cash Refund) by the User will also be considered as the User’s consent and acceptance of these Terms and Conditions. Consequently, the User agrees not to request or receive reimbursement of the flight ticket cost, directly or indirectly, on any grounds, from the airline or any other entity. By accepting these Terms and Conditions, the User also undertakes to inform all persons listed 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. The User transfers to Vola.ro all claims they are entitled to against:

• The airline, and
• The insurer(s), depending on the situation, when the User holds insurance that covers flight cancellation or schedule changes for the flight(s) within the Trip.

13.23. The transfer of claims occurs only if both conditions are met:

• The claims exist against the airline or insurer;
• The User benefits from one of the options provided by Vola.ro under FAST REFUND.

13.24. If the transfer of claims is ineffective or contested, the User agrees to take the necessary steps to effectuate the transfer at Vola.ro’s request, including notifying insurers or airlines about the transfer.

13.25. Users benefiting from FAST REFUND authorize Vola.ro, its partners, contractors, and service providers to represent them in all claims, legal actions, or other measures necessary to pursue compensation from the airline.
13.26. If the User/Passenger receives assistance or any form of refund from Vola.ro under FAST REFUND and later:

• Refuses to transfer the claims against the airline, or
• Independently files claims with the airline and receives compensation,
  the User/Passenger must reimburse Vola.ro all costs incurred in providing the FAST REFUND service.

13.27. Reimbursement of the above costs must be made within 14 days of receiving a relevant request from Vola.ro.

XIV. Special Terms and Conditions Applicable to TRIP PROTECT

WHAT IS TRIP PROTECT AND WHEN DOES IT APPLY?

14.1. Through the Site, Vola offers the possibility to search and check availability for purchasing airline tickets for:

• direct flights; and
• combined flights that include two or more flights operated by one or multiple airlines, or by the same airline, where each flight is treated as a separate service with a separate PNR (ticket number), and the airlines do not cooperate in organizing such an itinerary (hereinafter referred to in this section as the “Trip”).

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

14.3. The Guarantee applies when you purchase an airline ticket from the Site and add the service to the Reservation Request, or if the TRIP PROTECT service is included in the benefits of the “Upgrade” subscription. You may then use it if the airline/Tourism Service Provider cancels the flight or modifies the flight itinerary or part of it for various reasons (“Event”), and as a result, passengers:
(i) fail to depart at the scheduled time or day, or
(ii) fail to arrive at the destination at the scheduled time or day, or
(iii) miss the subsequent connections in the case of multi-connection flights.

14.4. The Guarantee provided by Vola can only apply:
(i) in cases where your flight(s) within the Trip are affected by Events caused by factors that can occur during the ordinary course of airline operations; and
(ii) only once for the flights included in a Reservation.

WHEN TRIP PROTECT DOES NOT APPLY

14.5. The Guarantee cannot be applied in any of the following situations:
(i) The flight(s) in the Trip are affected by a schedule change of less than 5 hours, in which case the flight is automatically moved by the airline to the new schedule offered, except when the schedule change affects the itinerary such that you do not arrive at least 30 minutes before the next connection;
(ii) The User/Passenger voluntarily cancels the Trip or modifies the Trip without Vola’s consent/approval;
(iii) The User/Passenger is denied boarding for any reason, including if they failed to fulfill the minimum necessary obligations regarding travel documents required by any governmental authority, including visas, ETA, COVID tests, proof of vaccination, notarized authorizations for minors, certifications for transported items/animals, and other required documents;
(iv) The User/Passenger fails to check the flight status prior to departure and identify any changes in the schedule, or fails to inform Vola as soon as possible about the changes and their choice regarding alternatives offered by the airline;
(v) The User/Passenger modifies the initial Trip details or contact details directly with the airline without prior notification and approval from Vola, in which case the service is automatically canceled/invalidated;
(vi) The Trip for which you purchased the Guarantee is affected by an Event due to the airline’s insolvency, bankruptcy, preventive concordat, reorganization, or restructuring;
(vii) The Trip is affected by an Event that is part of a massive flight cancellation/schedule change (for any reason) representing 10% or more of all flights purchased by Vola customers departing within a specific period and operated by one or more airlines, or any other situation that significantly restricts or renders the airline inoperable. In such cases, Vola will make every effort to provide the services under the Guarantee, but only at its discretion;
(viii) Interruptions/cancellations caused by extraordinary circumstances that could not have been avoided even if all reasonable measures had been taken. Such circumstances include, but are not limited to, political instability, adverse weather conditions, government-imposed travel restrictions (including drone-related), wars, kidnappings, fires, floods, accidents, storms, volcanic eruptions, epidemics, pandemics, terrorist attacks, recommendations incompatible with flight operation, security and health risks (including cyberattacks), unexpected safety deficiencies in transport, strikes affecting airline operations, significant restrictions at airports/bus stations/train stations or other transit locations, cancellation of 30% or more of all flights of the selected carrier to your destination, and the carrier’s bankruptcy and/or insolvency. In such cases, Vola will make every effort to offer alternative flights and/or transport to mitigate inconvenience. However, Vola has no obligation to provide Guarantee services or cover costs for alternative flights/transport for flights affected by force majeure or missed connections due to force majeure.

WHEN TRIP PROTECT CAN BE PURCHASED

14.6. The Guarantee can only be purchased at the time you book your airline trip through Vola, at the time of ticket purchase. If you hold an active “Upgrade” subscription, the Guarantee is offered as a benefit for each reservation, and you can access it while logged into the account associated with the Upgrade subscription.

WHAT DOES VOLA OFFER UNDER THE 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 the final destination of your Trip, or
(ii) To reimburse the value of the airline ticket issued by Vola for the flight affected by an Event, if eligible for reimbursement by the airline, minus any discount or coupon offered by Vola at the time of ticket purchase,
as described in Articles 14.9.1 and 14.9.2 below.

14.8. The Guarantee can only apply in the event of an Event notified (via SMS or email) by the Tourism Service Provider before the scheduled departure of the affected flight, and only under the conditions described below:

a. If you are directly notified by the Tourism Service Provider or become aware from other sources of an Event before Vola notifies you, you must contact us without undue delay, as soon as possible, using the communication methods available at www.vola/contact. Failure to notify us without undue delay will result in the loss of your right to use the Guarantee.

b. If Vola is notified by the Tourism Service Provider about an Event affecting your flight(s), we will contact you within a reasonable timeframe to inform you about the situation and the potential solutions available.

14.9. In any of the cases described above in points a and b, once we are aware of an Event affecting your flight(s) that is covered by the Guarantee, we will offer the following solutions (as available):

14.9.1. Alternative transport to your intermediate or final destination:
(i) With the same airline; or
(ii) With another airline / combination of flights offered by different airlines; or
(iii) With another mode of transport.
Under this solution, Vola will search for available transport options from Tourism Service Providers and will cover the cost of alternative transport up to the maximum limit specified in point 14.9.1.4 below.

14.9.1.1. In certain situations described above in points (i)–(iii), Vola may consider it appropriate to offer one night of accommodation. This may be offered if your flight was delayed or cancelled unexpectedly, leaving you stranded at the airport or station for one night, and your alternative flight/connection departs after midnight (12:00 AM) and requires you to stay at the airport or station for more than 8 hours. The maximum limit for this accommodation is €150 per reservation, regardless of the number of passengers on the reservation, and is included in the maximum amount specified in 14.9.1.4 below.

14.9.1.2. Please note that when booking alternative flights under the Guarantee, we will need a reasonable amount of time to process these reservations and complete bookings with the carriers. If we offer you the option to choose alternative flights, you must respond to our notifications as soon as possible, but no later than 24 hours. Availability is limited and subject to fare changes, so timely responses are crucial.

14.9.1.3. If you are notified of an Event while at the airport or if Vola cannot purchase alternative flights online or locate alternative travel options, you may purchase tickets for alternative transport to your original final destination. Vola can reimburse the price you paid for the affected segment(s) up to the limit in 14.9.1.4 below. You must always contact us and obtain confirmation for reimbursement and provide receipts; otherwise, reimbursement will not be granted. Note that additional services or upgrades purchased independently will not be covered.

14.9.1.4. The cost of the alternative transport covered by the Guarantee cannot exceed twice the price you paid for the ticket(s) affected by the Event. If the price for the affected segment is not transparently provided by the Tourism Service Provider, it will be calculated proportionally based on the number of segments in the Trip. If twice the price exceeds €1,500, Vola will cover up to €1,500, and any difference will be borne by the reservation holder.

14.9.2. Reimbursement of the airline ticket issued by Vola for the flight affected by an Event, if eligible for reimbursement by the airline.

14.9.2.1. If you do not agree with the alternatives proposed by Vola under 14.9.1, Vola will be considered to have fulfilled its obligations under the Guarantee, and you may only request reimbursement for the affected segment(s), provided reimbursement is offered as a solution by the airline. In this case, Vola will reimburse the eligible amount confirmed by the airline within 24 hours through the Fast Refund service. By adding the Guarantee to your Reservation Request, you express your acceptance of these policies under the Terms and Conditions of the airline operating the affected flight.

COST OF TRIP PROTECT

14.9.3. VOLA offers TRIP PROTECT for a dynamic price, displayed on the Site at the time of purchase, either separately or as a benefit included in the “Upgrade” subscription program.

TRANSFER OF CLAIMS RIGHTS

14.9.4. By purchasing TRIP PROTECT, you expressly accept these Terms and Conditions, the General Terms and Conditions of Vola, Airline Regulations, and Regulations of other Tourism Service Providers. You assign exclusively to Vola the right to initiate and obtain, on behalf of all passengers listed on a Reservation, any reimbursements made by the airline for flights affected by an Event.

• If option 14.9.1. (alternative transport) applies, Vola will retain these amounts.
• If option 14.9.2. (reimbursement) applies, eligible sums received by Vola will be transferred to the User/Passenger.

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

• (ii) they authorize VOLA to undertake any actions on behalf of the User/Passengers to submit a complaint/request to the airline responsible for failing to provide air transport services.
• (iii) they authorize VOLA to represent the User/Passengers in the complaint procedure before the airline or any other entity, including making all decisions on behalf of the User/Passengers, to obtain a refund of the airline ticket cost from the airline, regardless of the option chosen by the User/Passengers to benefit from the Guarantee. The User/Passengers also declare that this authorization has been confirmed by all individuals named on the relevant airline tickets and that they expressly waive any claims or actions of any kind arising from any of the accepted options against VOLA.

14.9.6. Acceptance of any solution under sections 14.9.1 or 14.9.2 by the User will also be considered as the User’s consent and acceptance of these Terms and Conditions. Consequently, the User undertakes not to request or receive a refund of the airline ticket cost, directly or indirectly, on any grounds, from the airline or any other entity. By accepting these Terms and Conditions, the User also undertakes to inform the persons named on the individual airline 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 which they hold against:

• (i) the airline; and
• (ii) the insurer(s), if the User holds insurance that covers flight cancellation or schedule changes of the flight(s) within the Trip.

14.9.8. The transfer of claims occurs under the following conditions, which must be fulfilled cumulatively:

• (i) The claims for compensation mentioned above arise against the airline or the insurer; and
• (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. If the transfer of claims under these Terms and Conditions is ineffective or partially/fully contested, the User undertakes to take the necessary steps to effectuate a valid transfer at VOLA’s request, up to and including signing a separate written agreement. Furthermore, at VOLA’s request, the User will notify the insurers or the airlines regarding the executed transfer of claims.

14.9.10. Additionally, the User benefiting from VOLA’s services under the Guarantee authorizes VOLA, its partners, contractors, and Tourism Service Providers to represent the User in all processes related to claims against the relevant airline and in any legal actions or other measures necessary on behalf of the User.

14.9.11. If VOLA has fulfilled any of its obligations under sections 14.9.1 or 14.9.2, and subsequently the User/Passenger:

• (i) refuses to assign the claims against the airline (possibly refusing to grant authority to pursue claims against the airline), or
• (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. Reimbursement of the above costs should be made within 14 days from the date of receiving a relevant request from VOLA.

XV. Special Terms and Conditions Applicable to the “Price Lock” Service:

WHAT IS PRICE LOCK?

15.1. “Price Lock” is a service offered by Vola exclusively to customers who purchase the “Upgrade” subscription. The “Price Lock” service is not available to customers without an active Upgrade subscription.
Airline ticket prices offered by airlines/Tourism Service Providers are dynamic. VOLA offers the Price Lock service, which guarantees that the price of a specific flight will be maintained (“Initial Price”) for a certain period of time, measured in hours, selected by the User or indicated on the Vola.ro Site, as specified on the VOLA.RO Site (“Price Lock”).
Price Lock gives the User the option to lock a selected fare for a certain time limit (“Locked Period”).
The Upgrade subscription includes the Price Lock service for a maximum of 24 hours. Other time options may be available on the Site, provided that:
a. the Price Lock Fee specified in the offer on the Site is paid, and
b. the air transport service is still available at the time of completing the order.
The Price Lock Fee varies depending on the specific Locked Period and the cost of the locked fare.

WHAT ARE THE LIMITATIONS APPLICABLE TO PRICE LOCK?

15.2. The User can complete payment of the Initial Price within the period mentioned on the Site (“Locked Period”). The Locked Period starts when the User clicks the Price Lock button on the offers page presented on the Site.
For the 24-hour Price Lock service included with the Upgrade subscription, no payment is required, only confirmation of the specific terms and conditions of this service, which are included in Vola’s General Terms and Conditions.

15.3. If the User completes (pays for) the flight booking before the Locked Period expires, and the flight is still available, then:
(i) if the new price is lower than the Initial Price, the User may complete the booking at the lower price;
(ii) if the new price is higher than the Initial Price, Vola.ro will cover any price difference up to 200 EUR per passenger. Any difference exceeding 200 EUR per passenger will be borne by the User/Customer.

15.4. If the booking is finalized at a price different from the Initial Price, Vola.ro is authorized by the User to purchase the ticket on their behalf at the new price from the airline/Tourism Service Provider.

15.5. If the User completes (pays for) the booking before the Locked Period expires, but the flight is no longer available:

• The User will receive a refund of the Price Lock Fee within a maximum of 24 hours if a fee was paid, or
• Will receive a 5 EUR discount voucher if the User opted for the free 24-hour version.

The User may choose between a voucher refund or a bank transfer refund. The refund will be made within 72 hours from the moment the User selects a refund option.

XVI. How the Vola.ro Applications Work

16.1 Access

Services can be accessed both via web platforms and through mobile applications available on the Apple App Store and Google Play Store (hereinafter referred to as “Mobile Applications”). By downloading and using the Mobile Applications, the User agrees to these terms and conditions as well as any additional terms imposed by the distribution platforms (including, but not limited to, the Apple App Store Review Guidelines and Google Play Developer Policies) and agrees to fully comply with them.
The GoVola APP/Vola APP is provided as an alternative channel to access flight booking and purchase services and additional services.

16.2. Eligibility and User Accounts

16.2.1. To create an account in the application or on the Site, the User must be at least 18 years old. Accounts created by persons under 18 must be managed by a parent or legal guardian, who assumes responsibility for the use of the account. Providing false or incomplete information may result in suspension or deletion of the account.

16.2.2. The User understands and agrees that certain functionalities, notifications, or updates may vary depending on the application version or operating system used. The Provider reserves the right to update the Mobile Applications periodically, and continued use of the application after such updates constitutes acceptance of these changes.

16.3. Vola reserves the right to update the application at any time, including modifications to functionalities or interface.

16.4. The User agrees to install updated versions to benefit from full functionality and optimal security.

16.5. Copying, distributing, or modifying the application without express written consent is prohibited.

16.6. Vola.ro may suspend or close the User’s account if it finds a violation of these terms.

16.7. The User may request at any time the closure of their account and deletion of personal data in accordance with the Privacy Policy.

16.8. Use of the “Sign in with Apple” Feature

16.8.1. If the User chooses to access the application services via “Sign in with Apple,” they may opt to hide their real email address. In this case, Apple will generate a relay email address that forwards messages sent by Vola to the User’s real address without revealing it to Vola.

16.8.2. The User is informed that if the Apple relay service is deactivated or the generated address is deleted, Vola may no longer be able to send essential communications regarding bookings, including confirmations, changes, or refund information.

16.9. Impact on Access to Sensitive Data and Refund Requests

16.9.1. If a booking was made using an Apple relay email that later becomes inactive or inaccessible, access to sensitive data—such as booking details, personal information, or the status of a refund request—may be affected.

16.9.2. In such cases, Vola reserves the right to request additional information to verify the requester’s identity before providing personal data or processing booking-related requests. Such information may include:
i. Booking code;
ii. Proof of payment (e.g., transaction receipt or payment confirmation);
iii. Phone number associated with the booking;
iv. A government-issued ID.

16.9.3 .This process is necessary to ensure the protection of the User’s personal data and to comply with applicable data protection laws.

16.10. User Responsibility for Maintaining Contact Information

16.10.1. The User is responsible for keeping the contact information provided at the time of booking active and accessible, including the Apple relay email if used.

16.10.2. Vola.ro will not be responsible for delays, errors, or the inability to provide services or process refunds if communications cannot be delivered due to deactivation or deletion of the email address used.

XVII. UPGRADE

7.1. What is Upgrade?

17.1.1. The specific terms set out in this section apply exclusively to the purchase of Upgrade and not to regular bookings made without Upgrade on the Site. By choosing to continue without Upgrade, you agree to complete the booking without discounts and without the benefits included in Upgrade. For all matters not expressly regulated in this section, the General Terms and Conditions apply.

17.1.2. Definitions to help understand Upgrade terms:

• Effective Date: the date you become an Upgrade client, which coincides with the payment date for the booking, including for the Upgrade Subscription, regardless of the booking status.
• Upgrade Subscription or Upgrade: the contract concluded between Vola and the User regarding the Vola subscription program, which allows Users to benefit from discounts and advantages for bookings in exchange for paying the Upgrade Subscription, according to the terms below and the information displayed on the Site. For clarity, this contract is distinct from the Intermediation Contract.
• Upgrade Account or Account: the account you must create when deciding to become an Upgrade subscriber and paying the Upgrade Subscription, associated with the email address provided during the booking process. The account can be accessed using the email address and a confirmation code you will receive by email at each login. Only when logged in can you view Upgrade benefits.
• Upgrade Price: the prices displayed on the Site exclusively for users who choose to purchase Upgrade during the Booking process, for which Vola provides discount coupons.
• Upgrade Subscription Fee: the subscription fee paid for each Upgrade Period.
• Upgrade Period: a 1-year period or another period as shown on the Site during the Upgrade purchase, starting from the Effective Date, from which you are eligible to use Upgrade. The Upgrade Period renews automatically for a specified period at the time of Upgrade purchase unless you decide to withdraw, cancel, or Vola decides to terminate it. The specific Upgrade period will be communicated in the “Welcome to Upgrade” email and/or in your Account.
• “Welcome” Email in Upgrade: the email sent to confirm the Upgrade purchase after payment, containing relevant information about Upgrade, including the Upgrade Period.

17.2. Who can subscribe?

17.2.1. How to become an Upgrade client?

17.2.1.1. Upgrade is available only to Users making bookings directly on our Site. Upgrade is not available through our customer service or airport offices. Vola may, at its discretion, restrict this product to certain clients (e.g., only those booking directly on the Site).

17.2.1.2. To be an Upgrade subscriber, the User must be at least 18 years old and legally able to enter into a contract.

17.2.1.3. The Upgrade subscription is tied to the Account and the email address used for the booking and Upgrade purchase and is non-transferable, meaning the User cannot change the email address after purchase. Vola will allow changing up to three characters to cover cases where Users make a mistake in their email address during the booking process.

17.2.1.4. To become an Upgrade client, you must select a flight and choose to continue with the Upgrade Price. If you choose the Upgrade Price, it will be added to your cart, and you must pay the Total Price, which includes, among other things, the ticket price, Vola processing fee, Upgrade Subscription, Upgrade benefits and discounts, and any other services added to the cart. You become an Upgrade subscriber by accepting these specific Upgrade terms, included in the General Terms and Conditions, by pressing the “Pay” button during checkout.

17.2.2. Upgrade can only be purchased together with a flight booking, not as a standalone program/service.

17.2.3. You will receive a confirmation email regarding your enrollment in our Upgrade program after successful processing of the payment, including the Upgrade Subscription.

17.2.4. If you chose to enroll in Upgrade without having an Account created on the Site, the Upgrade will be automatically linked to the email address provided during your first booking that includes an Upgrade Price. You will need to create an Account on the Site in the “Login” area. If you experience any issues setting up the password or accessing your Account, you can contact us via the communication channels available on the Contact page.

17.2.5. After paying and subscribing to Upgrade, you must be logged in to your Account to continue using Upgrade and to access Upgrade Fares and other benefits.

17.2.6. You must keep your personal information in the Account accurate and up-to-date at all times, as you are solely responsible for the use, protection, and confidentiality of your Account and Upgrade login details.

17.3. What are the benefits?

Once you have successfully subscribed to Upgrade, you will receive the following discounts and benefits:

17.3.1 First booking with Upgrade subscription:

a. A €15 discount applied to the first booking made with the Upgrade Subscription. However, if the travel service provider’s price is less than or equal to the discount value, the discount will be adjusted so that the User effectively receives a €14 discount, and the Upgrade Price will not drop below €1.

• For technical reasons, the Site may continue to display a €15 discount, but this will not affect the application of the rule, meaning you will pay €1.
• The discount will be visible on the Site in the Upgrade Fare presentation and in the shopping cart, applied once as a fixed amount to the total cart price, regardless of the number of passengers in the booking.
• The discount cannot be combined with other promo codes and cannot be applied retroactively to previous bookings. It is personal, non-transferable, and valid only for the first booking made with Upgrade.

b. TRIP PROTECT, subject to the conditions in Section XIV of the General Terms and Conditions, is included in Upgrade. To benefit from TRIP PROTECT, the User must request this service from their Upgrade Account by following the steps indicated in the relevant section of the Account or through Customer Service channels. TRIP PROTECT is available for all bookings made during the Upgrade validity period, but the User can request TRIP PROTECT only once per booking.

17.3.1.1. If the User purchased the Flex product (as per Section XIII), refunds will be made according to the specific terms applicable to the Flex product.

17.3.2. Subsequent bookings:

As long as Upgrade is still active, the User will benefit from:

a. A €10 discount for each eligible flight booking made while logged into the Upgrade Account.

The discount applies per transaction, regardless of the number of passengers, provided the User is logged in at the time of searching on the Site.
 

• If the User makes another booking for the same itinerary and airline but with different passengers, the discount will not apply or be displayed, as the €10 discount is valid only once for the first booking. For different itineraries (different airline or route), the €10 discount applies to the next ten bookings after purchasing Upgrade, along with the first booking.
• Starting with the 11th booking, the Upgrade discount no longer applies, while TRIP PROTECT and “Block Price” benefits remain available. To receive discounts again, the User must purchase a new Upgrade, which extends the Upgrade period by another 12 months.
• The discount cannot be combined with other promo codes and cannot be applied retroactively.
• If the User is an Upgrade subscriber but not logged in during the search, the discount will not apply, and Vola cannot adjust the price afterward.

b. TRIP PROTECT, subject to the conditions set out in Section XIV of the General Terms and Conditions, is included in Upgrade. To benefit from TRIP PROTECT, the User must request this service from their Upgrade Account by following the steps indicated in the relevant section of the Account or through Customer Service channels. TRIP PROTECT is available for all bookings made during the validity period of Upgrade, but the User can request TRIP PROTECT only once per booking.

c. The exclusive “Price Lock” feature, under the conditions mentioned in Section XV of the General Terms and Conditions, is included in Upgrade. The “Block Price” feature allows the User to lock a flight fare for up to 24 hours, during which time the User can decide whether to purchase the ticket. As part of Upgrade, the 24-hour fare lock is included at no additional cost, while longer periods may incur an additional fee.

17.4. Promotional campaigns for Upgrade

17.4.1. Vola may run marketing campaigns on various occasions, at its discretion, to boost sales, granting benefits to all or only certain Users, or providing special privileges to existing Upgrade subscribers, including offering different benefits through each sales channel (mobile app or web) or across different Sites.
17.4.2. The Upgrade Subscription allows access to Upgrade Fares for flights that, at the time of Upgrade purchase, were clearly indicated in the list of included benefits. Upgrade Fares do not apply to any other product/service not explicitly mentioned at the time of Upgrade purchase or booking as an Upgrade subscriber.

17.4.3. Upgrade Price applies to Upgrade subscribers for bookings made while logged into their Upgrade Account on our Sites.

17.4.4. Upgrade benefits available to the User will be applied automatically when using the Upgrade Account and will also be visible in the Upgrade Account.

17.5. Upgrade Period and Renewal

You become an Upgrade client starting from the Effective Date. Details regarding the Upgrade Period and cancellation options are as follows:

17.5.1. Upgrade Period

The Upgrade Period starts on the Effective Date. It automatically renews for periods similar to those of the initial Upgrade Period. The Upgrade Period will be mentioned in the “Welcome to Upgrade” email and in your Upgrade Account. If you are unsure which Upgrade Period applies to you, you may contact us.

17.5.2. Renewal and Payment Failures

17.5.2.1. Your Upgrade will automatically renew at the end of each Upgrade Period, and the Upgrade Subscription fee will be charged using the payment method you used at the time of enrollment (or any updated payment method you have provided that is associated with your Upgrade Account). If, for any reason, Vola is unable to process the payment for the renewal of the Upgrade, we will contact you to provide alternative payment methods.any reason, Vola cannot process the payment for Upgrade renewal, we will contact you to provide alternative payment methods.

a. If the card currently stored in our records has expired or is otherwise invalid, you will be notified and asked to update your payment method. Until valid details are provided, we may not be able to process the renewal of your Upgrade.

b. If the first payment attempt fails (for example, due to insufficient funds or a technical issue), we may automatically retry processing the payment in accordance with the applicable card scheme rules and industry practices.

c. If payment cannot be successfully collected within a reasonable period after the renewal date, in accordance with the applicable card scheme rules and industry practices, your Upgrade may be suspended or terminated at Vola’s discretion, and your access to Upgrade features will be suspended or terminated until payment is made.

17.5.3. You can cancel your Upgrade by following the instructions provided in the “Cancellation” section below.

17.6. Cancellation of Upgrade and Withdrawal

17.6.1. Cancellation

17.6.1.1. You can cancel your Upgrade by accessing your Upgrade Account and selecting the cancellation option. The Upgrade subscription is non-refundable, and you will retain access to Upgrade benefits for the remainder of the current Upgrade Period. However, your Upgrade will not be extended or automatically renewed once this period ends and you have chosen to cancel it.

17.6.1.3. If you wish to cancel the Upgrade before renewal, you must do so before the current Upgrade Period expires. You will be entitled to use Upgrade benefits for the remainder of the current Upgrade Period.

17.6.1.4. Your right to cancel is separate from the legal right of withdrawal, which is explained in the “Right of Withdrawal” section below.

17.6.1.5. Once you request cancellation from your Upgrade Account, the request will be forwarded to our Customer Relations team, which will verify the eligibility of the cancellation and the amounts due for refund. Our team will confirm the final status of your cancellation request within 3 days. The confirmation will be sent to your email address. If no benefits included in the subscription (e.g., discounts, TRIP PROTECT, etc.) have been used, the Upgrade subscription will be considered purchased by mistake, and you will be entitled to a full refund of the Upgrade subscription for the current Upgrade Period.

17.6.1.6. If any of the benefits included in the Upgrade have been used, the Upgrade subscription for the current year is non-refundable. However, you can cancel to prevent the renewal of the Upgrade Period for the following year. If you are eligible for a refund, you will be offered two options: a Vola voucher valid for 2 years or a cash refund. If you choose the Vola voucher, you will receive an invitation via email within 3 business days. You must accept the invitation and claim the voucher. If you choose the cash refund, you must provide your bank details as the subscriber and owner of the Upgrade; in this case, the cash refund will be transferred to your account within 7 days of providing valid bank details.

17.7. Right of Withdrawal

17.7.1. You have a 14-day withdrawal period from the start of your first Upgrade Period to withdraw from the Upgrade without giving any reason, provided that you have not used any Upgrade benefits. “Using a benefit” includes using a discount or obtaining tickets at a reduced price offered through the Upgrade program. This right of withdrawal is separate and additional to the cancellation right provided in the “Cancellation” section.

17.7.2. To exercise your right of withdrawal, it is sufficient to use the Cancel option in your account within the 14-day withdrawal period.

17.7.3. You may also use the following form, complete it, and send it to us by email at [email protected]:

Withdrawal Form

• To: …
• I hereby notify you of my withdrawal from the Upgrade,
• Full name of the Upgrade subscriber: [__]
• Reservation reference and email address associated with the Upgrade Account: [__]
  The email with the withdrawal form must be sent from the same email address associated with the Upgrade Account

17.7.4. If you exercise your right of withdrawal, we will refund the cost of the Upgrade subscription minus any discounts, promotions, or costs associated with benefits you have already used during the withdrawal period or at the time of booking.

17.7.5. If you cancel after the 14-day withdrawal period has expired, the Upgrade subscription is non-refundable. You will continue to have access to all Upgrade benefits until the end of the current Upgrade Period, but your Upgrade will not be renewed or extended beyond that Upgrade Period once you have canceled.

17.8. Upgrade Subscription and Payment

17.8.1. We will store the payment details you provided when subscribing to Upgrade, as well as those used for any subsequent bookings. If your payment method expires, we will ask you to update your payment information and provide instructions. The payment details you provide will be used to collect the cost of the Upgrade subscription for any Renewal Period, as well as for any other payments related to your use of Upgrade.

17.8.1. Upgrade Subscription

The Upgrade subscription is due and payable annually, in advance, before the start of any Upgrade Period. Unless you cancel the Upgrade at least 10 days before the end of the current Upgrade Period, it will automatically renew for an additional period of the same duration. In accordance with applicable consumer protection legislation:
a. You will be clearly informed of the renewal terms at the time of purchase and before renewal.
b. By subscribing, you give your explicit consent for automatic renewal and authorize us to debit the corresponding Upgrade subscription fee using the payment method associated with your Upgrade Account or any other payment option available in your Account associated with Upgrade.

17.8.1.1. You will have the right to use Upgrade only during the Upgrade Period, provided the Upgrade subscription has been paid.

17.8.1.2. You may cancel the Upgrade at any time by following the procedure described in the “Cancellation” section above. Please note that the Upgrade subscription is generally non-refundable if any of the benefits included in the Upgrade have been used. You will retain access to Upgrade fares for the remaining duration of the current Upgrade Period. However, your Upgrade will not be extended beyond this Upgrade Period.

17.8.1.3. The Upgrade subscription represents the cost associated with your subscription to Upgrade for the duration of the Upgrade Period.

17.8.1.4. We reserve the right to periodically review the value of the Upgrade subscription concerning future billing periods and will provide you with reasonable prior notice regarding any adjustments before the end of the current Upgrade Period. Any such adjustment will take effect at the start of the renewed Upgrade Period. If you do not agree with the revised Upgrade subscription, you may refuse renewal by canceling the Upgrade at least 10 days before the renewal date. If you do not cancel before the end of the Upgrade Period, your Upgrade will automatically renew at the updated subscription amount. Under applicable law, continued use of Upgrade after the new subscription fee takes effect will be interpreted as your acceptance of the updated amount.

17.8.2. Payment

17.8.2.1. We will store the payment details you provided when subscribing to Upgrade, as well as those used for any subsequent bookings. If your payment method expires, you will be asked to provide updated payment information. To avoid interruptions, you must update your payment details at least fourteen (14) days before the start of the Renewal Period. You can manage payment methods directly from your Upgrade Account or by following the instructions provided by Vola before the Renewal Period.

17.8.2.2. Payment details provided when making flight bookings through Vola will be used to collect the Upgrade subscription for any Renewal Period, as well as other payments related to your use of Upgrade. If the renewal payment is processed successfully, Upgrade benefits will continue without interruption. If the payment fails, we will notify you and provide a deadline to update payment details before your benefits are suspended. All related details will be sent via email after a payment failure.

17.8.2.3. We may debit the Upgrade subscription using the payment method associated with your Upgrade or any other valid payment method available in your Account.

17.8.2.4. Payment information you provided when selecting Upgrade and creating your Upgrade Account, together with any future bookings made while logged into your Upgrade Account, will be securely stored. You can update or replace payment information in your Upgrade Account at any time, subject to technical availability.

17.9. Your Obligations

17.9.1. You agree to use Upgrade and its benefits in good faith, in accordance with the specific Upgrade terms, the Vola General Terms and Conditions, and/or applicable law. In particular, you must not use Upgrade in a commercial, abusive, or fraudulent manner. If we detect fraudulent or abusive use of Upgrade, we may take any of the measures described in these terms, including suspending your Upgrade, charging your payment card, or taking other corrective measures at our discretion.

17.9.2. We take fraudulent, commercial, or other abusive use of Upgrade very seriously. If we identify such activities (including but not limited to making an unusually large number of bookings inconsistent with personal use, attempting to bypass restrictions, attempting to gain an undue advantage from Upgrade promotions or benefits, or reselling tickets to other customers without Vola’s prior approval), we reserve the right, without prior notice, to:
i) verify the personal nature of your use of Upgrade and its benefits;
ii) suspend or refuse your access to Upgrade and its benefits;
iii) unilaterally terminate your Upgrade (including renewals);
iv) cancel any bookings made in violation of the specific Upgrade terms;
v) charge the cost of services, benefits, or promotions used improperly (for example, the Upgrade Subscription or the value of discounts/advantages obtained improperly, such as the Upgrade Price).

17.9.3. Upgrade is reserved exclusively for individuals aged 18 or older and is intended strictly for personal/private use. You agree to use Upgrade and its benefits only for personal purposes.

17.9.4. It is expressly prohibited to transfer Upgrade to a third party, use it for commercial purposes, or use another person’s identity or Upgrade. We may transfer or assign any of our rights or obligations under these specific Upgrade terms, without your prior consent, to our affiliates (entities that directly or indirectly control us, are controlled by us, or are under common control with us).

17.10. Termination

17.10.1. We may terminate your Upgrade immediately, without prior notice, if you violate these specific terms or if we detect improper, abusive, or fraudulent use of Upgrade or its benefits.

17.10.2. Termination due to violation, abusive use, or fraudulent activity does not entitle you to a refund of any Upgrade Subscription already paid.

17.10.3. If your subscription is terminated for reasons other than violation, abusive use, or fraud (e.g., if we decide to permanently discontinue the Upgrade program), you will be entitled to a proportional refund of the Upgrade Subscription, meaning the value corresponding to the remaining months of the Upgrade Period will be reimbursed. However, no refund will be granted if the value of benefits already received by the User during the active months exceeds the pro-rata refund amount.

17.10.4. Upon termination, your right to access and use Upgrade and its benefits ceases immediately, and we reserve the right to cancel or adjust any bookings or benefits obtained in violation of these Terms.

17.11. Liability

17.11.1. To the maximum extent permitted by law, our total liability to you arising out of or in connection with these Terms, your Upgrade, or the use of Upgrade benefits, shall not exceed the total amount of the Upgrade Subscription you have paid during the current Upgrade Period.

17.11.2. We are not liable for:

i) indirect, incidental, special, or consequential losses (including loss of profit, business, goodwill, or data);
ii) losses or damages caused by circumstances beyond our reasonable control (including, but not limited to, technical failures, system interruptions, airline schedule changes, or force majeure events);
iii) services, products, or content provided by third parties, including airlines, hotels, or other partners, even if accessible through Upgrade.

17.12. Governing Law, Jurisdiction, and Alternative Dispute Resolution

These Upgrade terms and conditions are governed exclusively by Romanian law. Any disputes regarding their interpretation and/or enforcement fall under the exclusive jurisdiction of Romanian courts, in accordance with applicable legal provisions.

17.13. Other Terms

We reserve the right to modify these specific Upgrade terms and will publish the revised version on our websites. The updated Upgrade terms will take effect immediately in the following situations:
a. Upon any new purchase of Upgrade;
b. Upon any renewal of Upgrade.

XVIII. Complaints

18.1. Any problem occurring during the tourist’s stay must be reported immediately to Vola.ro so that it can be resolved in a timely manner.

18.2. The client has the right to submit a complaint using any communication means provided by Vola.ro. However, for faster, more efficient, and amicable resolution of any issues, please send your messages to [email protected].

18.3. Any disagreements between consumers, users of the Site, and Vola.ro can be resolved amicably through the SAL (Alternative Dispute Resolution) mechanism. Applicable legislation can be consulted here; otherwise, the parties agree to address the competent courts in Bucharest.

XIX. Use of the Site

Vola.ro is not responsible for the User’s ability to access or use the Site, nor for failures caused by lack of such skills. Vola.ro does not guarantee that the Site is free from viruses or other actions that may cause malfunctions or other losses.

XX. User Obligations

20.1. By using the Site, you agree to comply with the following obligations, including (but not limited to):

• Financial responsibility for all transactions carried out in your account or on your behalf.
• Legal capacity to make decisions and be contractually bound, including being over 18 years old.
• Guaranteeing the accuracy of the information provided about yourself or your family members.
• Not using the Site for speculative purposes, generating false or fraudulent bookings.
• Not transmitting political, pornographic, racist, or other materials that violate the law.
• Not altering, copying, transmitting, distributing, selling, displaying, licensing, or reproducing Site content, except for personal, non-commercial use of a single copy of the information contained on the Site

20.2. Vola.ro does not provide services for preparing travel documents (passports, visas, required vaccinations, etc.) and cannot guarantee that the information on the Site is up-to-date. Therefore, it is the User’s responsibility to ensure travel compliance with the conditions imposed in the transit or destination country.

XXI. Prohibition of Access to the Site

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

XXII. Vola.ro Liability

22.1. Vola.ro is not responsible for any indirect losses you may incur as a result of accepting these Terms and Conditions and entering into the Intermediation Contract, or from improper use of the Site or tourist services booked and purchased through the Site.

22.2. Vola.ro is not responsible for direct and/or indirect losses suffered by the User caused by, but not limited to: possible fare differences, lack of availability, or any other incorrect information communicated and/or received from airlines, hotels, or any partner companies providing tourist services through Vola.ro.

22.3. Vola.ro reserves the right not to provide tourist services whose prices were displayed incorrectly. In the event of a pricing error, the User agrees to waive all claims against Vola.ro, and Vola.ro will promptly refund any amounts paid by the User.

22.4. Vola.ro is responsible only for direct losses whose value does not exceed the total price of the tourist services purchased (except in cases of death or personal accidents, where the value is unlimited).

22.5. Vola.ro cannot guarantee uninterrupted operation of the Site (including the app) or that all Users can access the same version of the Site during updates. Consequently, Vola.ro is not liable for any losses arising from technical errors, delays, or data loss due to external factors (e.g., internet connection, user device), including lost profits.

XXIII. Links to Other Websites

23.1. The Site may contain links to external websites operated by third parties. Vola.ro has no control over these websites and assumes no responsibility for their accuracy, integrity, or quality.

23.2. The content of these external websites does not reflect the products, services, or information provided by Vola.ro. Any opinions regarding the content of these external websites should be directed to the administrators of the respective websites.

XXIV. Force Majeure, Fortuitous Events, or Insolvency of the Tourist Service Provider

24.1. Vola.ro is not responsible in the event of Force Majeure/Fortuitous Events, or if the Tourist Service Provider or any other service provider of Vola.ro files for or enters insolvency, bankruptcy, or any similar procedure, including preventive composition, and therefore Vola.ro is exempt from any liability towards the User and/or passengers in all applicable situations.

24.2. Events caused by force majeure include, but are not limited to: "acts of force majeure," "government orders," "wartime," states of emergency or alert, or travel restrictions imposed by governmental authorities (including those due to drones or cyber-attacks), political instability, fires, floods, accidents, storms, volcanic eruptions, epidemics, pandemics, strikes, terrorist attacks, earthquakes, and all other unforeseen events, government interventions, wars, kidnappings, fires, floods, accidents, storms, volcanic eruptions, strikes, terrorist attacks, etc., that may affect Vola.ro, the Tourist Service Provider, or any other service provider of Vola.ro.

24.3. Fortuitous Events include, but are not limited to, any discretionary decision by the Tourist Service Provider that results in the cancellation/suspension of multiple flights within a certain timeframe, causing significant disruption in air transport activities, or any discretionary decision by any other service provider of Vola.ro that results in interruption of services provided to Vola.ro.

24.4. For avoidance of doubt, bundled tickets offered by Vola.ro are not subject to OG 2/2018.

XXV. Modifications to the Site

Vola.ro may modify the design or content of the Site, including the availability of Tourist Service Providers, the database, and other features of the Site.

XXVI. Copyright and Registered Trademark

26.1. Copyright, ownership rights, and the content of the Site are owned by Vola.ro or its affiliates, except where these rights are owned by other parties.

26.2. The name Vola.ro, as well as other trademarks, logos, or graphic/figurative elements contained on the Site, are registered trademarks of Vola.ro or its affiliates. Other company, product, or service names appearing on the Site may be registered trademarks of their respective entities.

26.3. You have no rights or license to use these registered trademarks. For copyright-related issues on Vola.ro, please email [email protected].

XXVII. Privacy Policy

27.1. Vola.ro strives to protect the privacy and image of Site users as much as possible. Our aim is to provide you, as a Site user, with a safe online experience that will not negatively impact your personal life. We make every effort to ensure that the information you provide in our database is used exclusively for the purposes intended by you.

27.2. When you register on the Site by creating an account, or create an account in the Vola/goVola App, by booking or purchasing various services and products from Vola.ro, or by activating promotional or advertising messages, Vola.ro will process personally identifiable information in accordance with the terms and for the purpose stated in Vola.ro’s Privacy Policy. You must read this policy to understand what personal data we collect and for what purposes it is used.

27.3. The User is responsible for maintaining the confidentiality of login credentials and for all activities carried out through their Account.

27.4. Vola.ro is not responsible for losses resulting from unauthorized use of the Account.

27.5. The User agrees not to use the Site, including the App, for illegal, fraudulent purposes, or purposes that contravene good morals.

XXVIII. Cookies Policy

The cookies policy on the Site explains what cookies are and how we use them on our Site. You should read this policy to understand what types of cookies we use, the information we collect through cookies, and how this information is used.

XXIX. Security Policy

Vola.ro uses secure technology to protect your personal information and financial transactions. Vola.ro complies with the procedures and security standards set out in the Vola.ro Security Policy. Vola.ro uses Secure Socket Layer (SSL) technology, which ensures enhanced security for online card transactions.

XXX. Other General Terms and Conditions Applied to Vola.ro Services

30.1. According to OG 34/2014, Vola.ro does not have a product return policy, and any refunds are made only in accordance with the provisions of these Terms and Conditions.

30.2. Before completing a booking request, the Client must agree to these Terms and Conditions; otherwise, the booking cannot be completed.

XXXI. Changes to the Terms and Conditions

31.1. Vola.ro 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 displayed on the Site from the date the changes take effect. Continued use of this Site after publication of these changes constitutes your acceptance of these modifications.

31.2. These Terms and Conditions constitute the Contract between the User and Vola.ro, except in cases where:
(i) special legislation requires the conclusion of other types of contracts, or
(ii) Vola.ro negotiates other contractual terms with contractual partners (who are not consumers), in which cases these Terms and Conditions apply only insofar as they do not contradict the negotiated contractual terms.

XXXII. Governing Law

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

32.2. If disputes cannot be resolved amicably, the User may address the competent courts in Bucharest, in which case the Romanian version of the Terms and Conditions shall prevail.

Last updated: 12.11.2025