Terms and Conditions

Last Updated: April 2023  |  White Sky Travel and Tourism LLC

1 General Terms

1.1 Company Information

White Sky Travel and Tourism LLC (“White Sky Travel,” “we,” “us,” or “our”) is a licensed travel agency registered in Dubai, United Arab Emirates. Our registered office is located at Room 202, Royal Class Building, Green Community Village, Dubai Investment Park 1, Dubai, UAE.

1.2 Agreement

These Terms and Conditions constitute a legally binding agreement between you (“the Customer,” “you,” or “your”) and White Sky Travel and Tourism LLC. Your booking of any service confirms your acceptance of these terms in their entirety.

1.3 Intermediary Role

White Sky Travel acts solely as an intermediary and agent between customers and third-party service providers, including airlines, hotels, visa authorities, insurance providers, tour operators, and attraction venues. We facilitate bookings and applications on your behalf but are not the principal party in the ultimate service transaction. We are not liable for the acts, omissions, negligence, or defaults of any third-party service provider.

1.4 Eligibility

By using our services, you confirm that you are at least 18 years of age or are accessing the service under the supervision of a parent or legal guardian, and that you are legally capable of entering into a binding contract.

1.5 Accuracy of Information

You are solely responsible for providing accurate, complete, and up-to-date information for all bookings and applications. White Sky Travel shall not be held liable for any errors, rejections, delays, denied entry, or losses arising from incorrect or incomplete information provided by you.

1.6 Communication

Official communications from White Sky Travel will be made via email, WhatsApp, or phone. It is your responsibility to ensure that the contact details provided are accurate and that you monitor communications in a timely manner. We are not responsible for any loss resulting from your failure to respond to our communications promptly.

2 UAE Tourist Visa and Visa Services

2.1 Application Process

By applying for a UAE visa or any worldwide visa through White Sky Travel, you agree to provide accurate and complete information and all required supporting documents. Any misrepresentation of facts constitutes grounds for rejection, and White Sky Travel shall bear no responsibility for such outcomes.

2.2 Visa Approval

The issuance of any visa is subject to the sole discretion of the relevant immigration and government authorities. White Sky Travel does not guarantee visa approval and holds no liability for any visa rejections, regardless of the reason. The submission of a visa application does not constitute a guarantee of approval.

2.3 Non-Refundable Fees

All visa service fees are strictly non-refundable once the application has been submitted to the relevant authority. This applies in all circumstances, including but not limited to visa rejection, cancellation by the applicant, change of travel plans, or failure to use the visa within its validity period.

2.4 Processing Time

Standard UAE visa processing takes between 3 to 5 working days. Processing times may be extended due to public holidays, weekends, high application volumes, or unforeseen immigration delays. White Sky Travel shall not be liable for any losses, inconveniences, or missed travel arrangements resulting from processing delays.

2.5 Visa Validity and Entry

The validity of a visa begins from the date of entry into the destination country, as specified in the visa document. Possession of a visa does not guarantee entry into the UAE or any other country. Final entry decisions rest with immigration officers at the port of entry, and White Sky Travel bears no liability for denied entry.

2.6 Visa Extensions and Renewals

Visa extensions and renewals are subject to the approval of immigration authorities and are not guaranteed. Requests must be submitted before visa expiry. Extensions for tourist visas must be processed through the original issuing agency. White Sky Travel offers extension services subject to prevailing immigration regulations.

2.7 Visa Change Services (Airport and Bus)

For airport-to-airport (A2A) visa change services and bus visa change services to Oman, if immigration authorities do not permit entry, the passenger or guarantor shall bear the full cost of the return or deportation ticket. White Sky Travel shall not be held liable for any immigration decision or associated costs.

2.8 Overstay Penalties

It is the sole responsibility of the visa holder to comply with the visa validity period. Overstaying in the UAE or any destination country may result in fines, legal action, or deportation as per the laws of that country. White Sky Travel is not liable for any penalties, fines, bans, or legal consequences arising from overstaying.

2.9 Visa Cancellation

In cases of visa cancellation due to overstaying, immigration violations, or any other reason, White Sky Travel bears no liability for any penalties or legal consequences incurred by the applicant.

2.10 Police Clearance

Certain nationalities are required to provide a police clearance certificate as mandated by Dubai Immigration authorities. It is the applicant’s responsibility to check and fulfill all documentation requirements. White Sky Travel will inform applicants of such requirements to the best of our knowledge; however, we are not liable for application delays or rejections resulting from missing clearance documents.

3 Air Ticket Bookings

3.1 Booking Confirmation

A flight booking is confirmed only upon receipt of full payment and issuance of an electronic ticket (e-ticket). The customer is responsible for verifying all booking details, including passenger name, flight number, departure date, destination, and class of service, both before payment and upon receipt of the e-ticket. Any discrepancy must be reported to White Sky Travel immediately.

3.2 Fares and Availability

All airfares are subject to availability at the time of booking and may change without prior notice due to airline policies, seat availability, or currency fluctuations. White Sky Travel is not liable for any price changes after the ticket has been issued and paid for.

3.3 Name Accuracy

Passenger names on tickets must match exactly as they appear on the passport. Any error in the name provided by the customer that results in additional charges, ticket changes, or denial of boarding is the sole responsibility of the customer. Name change fees, if permitted by the airline, will be charged to the customer.

3.4 Cancellations and Refunds

All cancellations are subject to the applicable airline’s policies and fare rules. Refunds, where applicable, are issued as per the airline’s terms and may take 30 to 90 days to process. Non-refundable tickets will not be refunded under any circumstances. White Sky Travel’s service fees for booking are non-refundable regardless of airline refund outcomes.

3.5 Amendments and Date Changes

Any amendments, date changes, or route modifications are subject to airline policies and may incur additional fees from both the airline and White Sky Travel. White Sky Travel will assist in processing changes but cannot guarantee availability of the desired changes or seats.

3.6 Check-In and Boarding

It is the passenger’s responsibility to arrive at the airport with sufficient time for check-in. Most international airlines require passengers to check in at least 2 to 3 hours before departure. White Sky Travel is not responsible for missed flights due to late arrival, failure to comply with airline check-in requirements, or any other passenger-related delay.

3.7 Travel Documents

Passengers are solely responsible for ensuring they hold all required travel documents, including a valid passport with at least six months validity, applicable visas, health certificates, and any other entry requirements of the destination country. White Sky Travel is not liable for denied boarding or entry due to insufficient or invalid documents.

3.8 Baggage

Baggage allowances are determined solely by the airline and ticket type. Passengers are responsible for complying with the airline’s baggage policy and for paying any excess baggage fees directly to the airline.

3.9 Flight Delays and Cancellations

White Sky Travel is not responsible for delays, schedule changes, or cancellations caused by airlines or factors beyond our control, including weather conditions, air traffic control, technical issues, strikes, or government actions. Rebooking, compensation, or refunds in such cases are governed entirely by the airline’s policies.

3.10 Special Requests

Requests for special meals, seating preferences, wheelchair assistance, or other special services will be forwarded to the airline; however, fulfillment is not guaranteed and remains at the airline’s discretion.

4 Hotel Bookings

4.1 Booking Confirmation

Hotel bookings are confirmed only upon receipt of full payment and issuance of a booking confirmation. All bookings are subject to availability at the time of reservation. The customer is responsible for reviewing all booking details on the confirmation document.

4.2 Cancellations and Refunds

Cancellation terms vary by hotel and booking type. Cancellations made less than 72 hours before the check-in date may incur full cancellation charges. No-show bookings, where the guest fails to check in on the booked date without prior notice, will be treated as fully non-refundable. Refunds, where applicable, will be processed after deduction of any cancellation fees and White Sky Travel’s service charges.

4.3 Check-In and Check-Out

Standard hotel check-in time is from 2:00 PM and check-out is by 12:00 PM, subject to the hotel’s own policies. Early check-in and late check-out are available upon request and subject to availability and additional charges determined by the hotel. Guests must present a valid passport or national ID at check-in.

4.4 Security Deposits

Hotels may require a refundable security deposit at check-in, collected directly by the hotel via cash or card. White Sky Travel is not responsible for the collection, handling, or refund of security deposits. Any disputes regarding deposits must be resolved directly with the hotel.

4.5 Room Preferences

Room type preferences such as bed configuration, floor level, or smoking preferences will be communicated to the hotel but are not guaranteed. Room assignments are at the hotel’s sole discretion.

4.6 Additional Charges

Quoted prices may not include additional charges such as city tax, tourism fee, municipality tax, resort fee, service charges, or any other local government-imposed levies. These charges vary by hotel and destination and are payable directly by the guest to the hotel upon check-in or check-out.

4.7 Hotel Rules

Guests must comply with the hotel’s rules and regulations. White Sky Travel is not responsible for any disputes between the guest and hotel management arising from behavior, property damage, or failure to comply with hotel policies.

5 Tour Packages

5.1 Package Inclusions

Tour packages are clearly described in the itinerary provided at the time of booking. Any services not explicitly listed in the itinerary are not included. White Sky Travel reserves the right to substitute hotels, transportation, or activities of equal or higher standard where necessary due to availability or operational reasons.

5.2 Amendments by White Sky Travel

White Sky Travel reserves the right to modify or cancel a tour package due to unforeseen circumstances, including but not limited to insufficient bookings, natural disasters, political unrest, or force majeure events. In such cases, we will offer an alternative package of comparable value or a refund of the recoverable amount from suppliers, minus any non-recoverable fees.

5.3 Customer Cancellations

Cancellation charges for tour packages are as follows, unless otherwise stated in the specific package terms:

• More than 30 days before departure: 10% of total package cost
• 15 to 30 days before departure: 25% of total package cost
• 7 to 14 days before departure: 50% of total package cost
• Less than 7 days before departure or no-show: 100% of total package cost

Actual charges may vary based on supplier policies and will be communicated to the customer at the time of cancellation.

5.4 Itinerary Changes

Tour itineraries are subject to change due to weather, local conditions, or circumstances beyond our control. White Sky Travel will make reasonable efforts to inform customers of material changes in advance and to offer suitable alternatives.

5.5 Travel Documents for Tours

Customers are responsible for holding valid passports, visas, and any other travel documents required for each destination on the tour itinerary. White Sky Travel is not liable for denied entry or participation resulting from inadequate documentation.

6 UAE Attractions and Activities

6.1 Bookings and Tickets

Attraction tickets and activity bookings are subject to availability. Once confirmed and paid, tickets are generally non-refundable unless the attraction or activity is cancelled by the operator.

6.2 Validity

Attraction tickets are valid only for the date, time, and entry slot specified at the time of booking. Failure to attend at the designated time may result in forfeiture of the ticket without refund.

6.3 Attraction Operator Policies

All activities and attractions are subject to the rules, safety requirements, and terms of the respective attraction operator. White Sky Travel is not responsible for any incidents, injuries, or dissatisfaction arising from the operation of attractions or activities.

6.4 Changes and Cancellations by Operator

In the event that an attraction is temporarily closed, cancelled, or modified by the operator due to maintenance, weather, or other reasons, refunds or rescheduling will be subject to the operator’s policies. White Sky Travel will assist in facilitating any applicable refunds or exchanges.

7 Travel Insurance

7.1 Recommendation

White Sky Travel strongly recommends that all customers purchase comprehensive travel insurance to cover medical expenses, trip cancellations, lost or delayed baggage, personal liability, and other unforeseen events. Failure to obtain adequate travel insurance is entirely at the customer’s own risk.

7.2 Insurance Provider

Travel insurance products offered through White Sky Travel are underwritten by licensed insurance providers. White Sky Travel acts solely as an intermediary in the sale of travel insurance and is not the insurer. All claims, disputes, and policy terms are governed by the insurance provider’s terms and conditions.

7.3 Policy Review

It is the customer’s responsibility to read and understand the insurance policy document, including all exclusions, coverage limits, and claims procedures, before purchasing. White Sky Travel bears no liability for claims denied by the insurer.

8 Payment Terms

8.1 Accepted Payment Methods

White Sky Travel accepts the following payment methods:

• Bank Transfer — to our designated bank accounts
• Cash — at our office during operating hours
• Credit/Debit Card — UAE-issued cards, with monthly instalment options available for up to 12 months through participating banks
• Tabby — buy now, pay later service with instalment plans for up to 12 months, subject to Tabby’s approval and terms
• Tamara — buy now, pay later service with flexible payment schedules, subject to Tamara’s approval and terms

8.2 Payment Timing

Full payment is required at the time of booking unless an instalment arrangement has been explicitly agreed upon in writing. Bookings will not be confirmed or processed until payment is received in full or the instalment plan is approved.

8.3 Instalment Plans

Instalment payment options through Tabby, Tamara, or UAE credit cards are subject to approval by the respective payment provider. White Sky Travel makes no representation regarding approval outcomes. Terms, eligibility, and schedules are governed by the respective payment provider’s terms and conditions.

8.4 Currency

All prices quoted by White Sky Travel are in UAE Dirhams (AED) unless otherwise specified. International hotel or tour charges may be quoted in the local currency of the destination and are subject to exchange rate fluctuations.

8.5 Receipts and Invoices

An official receipt or invoice will be issued for all payments received. Computer-generated receipts do not require a physical signature and constitute valid proof of transaction. Customers are advised to retain all receipts and to notify White Sky Travel immediately of any discrepancies.

8.6 Failed or Reversed Payments

In the event of a failed bank transfer, chargeback, or payment reversal, the customer remains liable for the full amount due. White Sky Travel reserves the right to cancel any associated booking and to pursue recovery of outstanding amounts through lawful means.

8.7 VAT

All applicable UAE Value Added Tax (VAT) at the current rate of 5% is included in quoted prices unless explicitly stated otherwise. White Sky Travel’s Tax Registration Number (TRN) is 104143520500003.

9 Limitation of Liability

9.1 General Limitation

White Sky Travel’s total liability to any customer in respect of any claim arising out of or in connection with our services shall not exceed the total amount paid by the customer to White Sky Travel for the specific service giving rise to the claim.

9.2 Exclusions

White Sky Travel shall not be liable, under any circumstances, for:

• Loss of profit, revenue, business, data, or anticipated savings
• Indirect, consequential, special, incidental, or punitive damages
• Any loss or damage arising from third-party service providers, including airlines, hotels, immigration authorities, tour operators, or attraction venues
• Losses arising from events outside our reasonable control, including natural disasters, government actions, pandemics, civil unrest, or technical failures of third-party systems
• Physical injury, death, illness, or property damage sustained during travel or at any booked property or attraction
• Loss or theft of personal belongings, travel documents, or valuables during travel

9.3 Customer’s Own Risk

Travel involves inherent risks. By booking with White Sky Travel, you acknowledge that certain activities and destinations carry risks that you voluntarily assume. We strongly encourage all customers to obtain appropriate travel insurance to mitigate such risks.

10 Force Majeure

White Sky Travel shall not be liable for any failure or delay in the performance of our obligations arising from circumstances beyond our reasonable control, including but not limited to acts of God, natural disasters, floods, earthquakes, fires, pandemics, epidemics, government-imposed travel restrictions, war, terrorism, civil unrest, strikes, or failure of third-party service providers. In such cases, we will take reasonable steps to minimise the impact and assist customers where possible, but no compensation or refund beyond what is recoverable from third-party suppliers will be provided.

11 Refund Policy

11.1 General Policy

Refund eligibility varies by service type and is governed by the terms of the respective third-party supplier (airline, hotel, visa authority, etc.). White Sky Travel’s own service fees are strictly non-refundable under all circumstances.

11.2 Refund Processing

Where a refund is approved, it will be processed to the original payment method used by the customer. Processing times vary: airline refunds may take 30 to 90 days, hotel refunds may take 7 to 30 days, and insurance refunds are subject to the insurer’s timeline. White Sky Travel has no control over third-party refund processing timelines.

11.3 Chargebacks

Initiating an unauthorised chargeback or payment dispute with your bank or payment provider without first contacting White Sky Travel constitutes a breach of these Terms and Conditions. White Sky Travel reserves the right to dispute any chargeback and to take legal action to recover outstanding amounts and associated costs.

12 Customer Responsibilities

• Provide accurate and truthful information at all stages of the booking and application process.
• Ensure that all travel documents, including passports and visas, are valid and meet the requirements of the destination country.
• Comply with the laws, regulations, and customs of all countries visited.
• Arrive at airports, hotels, and attractions at the required times.
• Purchase adequate travel insurance for the duration of all travel arrangements.
• Notify White Sky Travel of any changes to contact details, travel plans, or special requirements as soon as possible.
• Verify the accuracy of all documents and booking confirmations received from White Sky Travel and report any discrepancies immediately.

13 Privacy and Data Protection

White Sky Travel collects and processes personal information in connection with the provision of our services. By using our services, you consent to the collection, storage, and use of your personal data as necessary to fulfil your bookings and comply with legal obligations.

We will not sell, share, or disclose your personal data to third parties except as required to process your bookings (such as sharing passenger details with airlines, hotels, or immigration authorities) or as required by law.

You have the right to access, correct, or request the deletion of your personal data held by us. For data-related requests, please contact us at contact@whitesky.ae.

14 Intellectual Property

All content on whitesky.ae and whitesky.travel, including text, graphics, logos, images, and software, is the property of White Sky Travel and Tourism LLC or its licensors and is protected by applicable intellectual property laws. You may not reproduce, distribute, or use any content from our websites without prior written permission from White Sky Travel.

15 Complaints and Dispute Resolution

15.1 Complaint Procedure

If you have a complaint regarding any service provided by White Sky Travel, please contact us in writing at contact@whitesky.ae or visit our office at Room 202, Royal Class Building, Dubai Investment Park 1, Dubai. We aim to acknowledge all complaints within 2 working days and to provide a resolution within 14 working days.

15.2 Escalation

If a resolution cannot be agreed upon between the parties, the matter may be referred to the relevant consumer protection authority in Dubai or the UAE, including the Department of Economy and Tourism (DET) or the Consumer Protection Department.

15.3 Mediation

Both parties agree to make reasonable efforts to resolve any dispute through mediation or negotiation before pursuing formal legal proceedings.

16 Governing Law and Jurisdiction

These Terms and Conditions shall be governed by and construed in accordance with the laws of the United Arab Emirates, as applicable in the Emirate of Dubai. Any disputes arising from or in connection with these terms shall be subject to the exclusive jurisdiction of the competent courts of Dubai, UAE.

17 Amendments to Terms

White Sky Travel reserves the right to amend, update, or revise these Terms and Conditions at any time without prior notice. The most current version will be published on our websites whitesky.ae and whitesky.travel. Continued use of our services after any amendment constitutes your acceptance of the revised terms. We recommend reviewing these Terms and Conditions periodically.

18 Severability

If any provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable by a court of competent jurisdiction, that provision shall be severed from the remaining terms, which shall continue in full force and effect.

19 Entire Agreement

These Terms and Conditions, together with any booking confirmation, invoice, or written agreement issued by White Sky Travel, constitute the entire agreement between you and White Sky Travel with respect to the services provided. They supersede all prior representations, understandings, or agreements, whether oral or written.