By using the Trawell 24/7 website or placing a booking enquiry, you agree to these terms.
Welcome to Trawell 24/7 Limited (“Trawell 24/7”, “we”, “us”, “our”).
By requesting a quote, placing a booking, making a payment, or using our website and services, you agree to these Terms & Conditions.
If you do not agree, please do not use our services.
1) About Our Service
Trawell 24/7 provides travel services including (but not limited to):
Flight bookings
Hotel bookings
Holiday packages
Travel-related assistance and support
We act as a travel agent and booking arranger through airline and supplier systems. Some parts of your travel are provided by third-party suppliers (airlines, hotels, tour operators). Their rules also apply.
2) Booking Confirmation & Written Communication Only
✅ Everything Must Be Confirmed in Writing
All booking details, changes, cancellations, and refunds must be confirmed in writing.
We do not accept cancellation instructions by phone call, WhatsApp voice note, or verbal conversation.
✅ Booking Authority
We only deal with the lead passenger / person who made the booking with us.
Even if a booking includes 2, 3, or 10 passengers, we will communicate only with:
the person who booked
via the same email address used during the booking process
3) Pricing, Quotes & Availability
Quotes Are Not Guaranteed
Prices and availability can change at any time due to:
airline fare changes
seat availability
supplier rules
currency changes
taxes and carrier charges
A quote is only confirmed once:
✅ payment is received
✅ booking is issued / ticketed / confirmed
✅ you receive written confirmation from us
4) Payments & Security
Payment Must Be Authorised
By paying Trawell 24/7, you confirm that:
you are authorised to use the payment method
the cardholder approves the payment
billing details are correct
Same Person / Same Payment Route
Refunds will only be processed:
✅ to the same payment method used to pay
✅ to the same person who paid
✅ no third-party payouts
We do not refund to friends, relatives, or different cards/accounts.
5) Deposits & Non-Refundable Payments
Deposits Are Non-Refundable
All deposits paid to confirm a booking are non-refundable under all circumstances, including:
customer change of mind
no longer able to travel
visa refused
passport issues
personal emergencies
illness (unless covered by your travel insurance)
Deposits cover reservation work, supplier charges, and processing.
6) Airline Tickets & Refund Rules (Very Important)
Non-Refundable Tickets
If your ticket is marked as non-refundable, then:
❌ the airline does not refund it
❌ we cannot force, override, or change this
❌ no refund is owed by Trawell 24/7
If the airline refuses to refund a non-refundable ticket, the matter ends there.
Refundable Tickets
If your ticket is refundable, refunds depend completely on:
airline rules
airline approval
airline timelines
Refund Timeline
If a refund is approved, refunds typically take:
✅ up to 6 weeks from the date we apply/request it
(This timeline is set by the airline/supplier, not by us.)
Some refunds can take longer depending on airline processing.
7) Cancellations & Refund Requests
Cancellation Requests Must Be By Email
To request cancellation you must email us from:
✅ the same email used in the booking
✅ the same person who booked
We will not accept cancellation requests through:
phone calls
WhatsApp voice messages
someone else calling on your behalf
messages from another email address
Cancellation Confirmation
A booking is only cancelled once you receive:
✅ written cancellation confirmation from us
If you do not receive written confirmation, your booking may still be active.
8) Changes, Amendments & Re-Issues
Changes are subject to:
airline rules
availability
fare difference
change penalty fees
Some tickets are:
❌ not changeable
❌ changeable but with high fees
❌ changeable only before departure
Any cost difference must be paid before changes are confirmed.
9) Chargebacks, Disputes & Fraud Protection
If a customer makes a chargeback or payment dispute while:
travel services have already been issued
the airline has confirmed the ticket
supplier costs have been incurred
We reserve the right to:
dispute the chargeback with evidence
provide records to payment providers
take recovery action if necessary
Fraudulent claims may be reported to relevant authorities.
10) Customer Responsibility: Travel Documents & Entry Requirements
Documents Are Your Responsibility
Customers are fully responsible for ensuring they have correct:
passports
visas
residency permits
transit permissions
vaccination certificates (if required)
any other travel documents needed
We are not responsible for refused entry, denied boarding, or deportation due to incorrect documents.
Airport Check-In Timing
Customers must arrive at the airport on time.
We strongly advise arriving:
✅ at least 3 hours before departure for international flights
(or as advised by the airline)
11) Denied Boarding, Missed Flights & Prohibited Items
We are not responsible for travel disruption due to:
late arrival at airport
failure to check in online
denied boarding by airline staff
incorrect or missing travel documents
carrying prohibited or restricted items
baggage violations (size/weight rules)
Airlines have full control over boarding decisions.
12) Supplier Decisions Are Outside Our Control
We are not responsible for supplier decisions such as:
flight delays
cancellations
schedule changes
aircraft changes
overbooking
operational disruptions
Where possible, we assist with rebooking options, but final decisions depend on airlines/suppliers.
13) Complaints, Feedback & Service Issues
If you have an issue, you must report it:
✅ as soon as possible
✅ in writing
✅ with clear details
This allows us to investigate properly with suppliers.
14) Reviews, Reputation & Fair Use Policy
We respect all genuine customer feedback. However:
If a customer confirms acceptance of a refund amount approved by the airline and receives it, but later posts a negative review that is:
misleading
dishonest
intentionally harmful
inconsistent with agreed outcome
We reserve the right to take action.
This may include requesting one of the following:
✅ removal/update of the review
OR
✅ repayment/return of the refunded amount if the customer is attempting to benefit financially while damaging our business unfairly
We will keep full written records of communication for evidence.
15) Travel Insurance
We strongly recommend customers purchase travel insurance to protect against:
illness
cancellations
missed flights
baggage issues
emergencies
Refund decisions from airlines are not replaced by us if the customer chooses not to buy insurance.
16) No Verbal Promises
Trawell 24/7 does not accept responsibility for any verbal promises not confirmed in writing.
If it is not written in email or official confirmation, it is not valid.
17) Limitation of Liability
To the maximum extent permitted by law:
we are not liable for indirect loss, delays, supplier issues, or customer mistakes
our service is limited to arranging travel based on supplier rules
liability for refunds is limited to what the airline or supplier approves
18) Updates to These Terms
We may update these Terms & Conditions at any time.
Changes will be posted on this page with the latest date.
19) Contact
For support, refund requests, cancellation requests, or booking queries, contact:
📧 [email protected]
🌍 www.trawell247.co.uk
