Terms of service

1) Company Details

Traveline Tourism:  “Traveline Tourism LLC”
Registration No.: 416 384 077
Registered Address: Tbilisi, V. Gorgasali 14
Contact: [email protected]

2) Definitions

•  Services: Any travel-related service offered, arranged, sold, or delivered by Traveline, including tours, excursions, transfers, guides, experiences, accommodation arrangements, and related logistics.
• Destinations: Georgia, Armenia, Azerbaijan, and Turkey.
• Booking: Any reservation, order, or request for Services submitted by a Customer, Traveller, Agent, or Partner and accepted/confirmed by Traveline in writing (including by email, invoice, payment link confirmation, or messaging platforms).
• Service Start: The date/time when the booked Service begins or is due to be delivered.
  Suppliers: Third parties providing any part of the Services, including hotels, transport operators, guides, venues, attractions, and activity providers.
• Agent/Partner: Any travel agency, tour operator, corporate client, reseller, intermediary, or other third party submitting a Booking on behalf of travellers and/or reselling Traveline Services.
  

3) Scope of Services; Traveline’s Role

Traveline provides a platform and professional assistance to discover, arrange, sell, and/or deliver travel experiences in the Destinations. Some Services may be delivered directly by Traveline; others may be delivered (in whole or in part) by Suppliers.

Where Suppliers deliver a Service, your participation may also be subject to Supplier rules (including safety instructions, entry requirements, baggage rules, operational restrictions, and venue rules). Traveline may transmit Supplier terms to you where available. Nothing in these Terms excludes or limits any rights that cannot be excluded under applicable law.

4) Acceptance by Agents/Partners; Authority; Joint Responsibility

If you are an Agent/Partner booking on behalf of one or more travellers, you represent and warrant that:
(a) you have full authority to accept these Terms on behalf of yourself, your organisation, and the travellers included in the Booking;
(b) you have provided these Terms (or a link to them) to the travellers and ensured their acceptance where required; and
(c) you are responsible for all payments, communications, itinerary confirmations, and compliance obligations related to the Booking, unless Traveline expressly agrees otherwise in writing.

Traveline may treat instructions, confirmations, and approvals received from an Agent/Partner as authorised and binding on the travellers and the Agent/Partner.

5) Customer Obligations; Accurate Information

You agree to provide accurate, complete, and up-to-date information (including traveller names exactly as per identification documents, contact details, dates, and special requests). You are solely responsible for:

• ensuring travel documents (passport/ID, visas, permits) are valid for each destination;
• complying with health, safety, border, and entry requirements;
• arriving on time at meeting points and following operational instructions; and
• obtaining appropriate travel/medical insurance for your trip and activities.

Traveline is not liable for losses arising from incorrect or incomplete information provided by you, travellers, or any Agent/Partner.

6) Booking Process; Confirmation; Availability

6.1 Offer and Acceptance. A Booking request is not binding until confirmed by Traveline in writing. Services are subject to availability, operational constraints, and Supplier confirmation.
6.2 Review Duty. You must review itinerary details, inclusions/exclusions, meeting points, and special conditions before payment. Any discrepancies must be reported immediately.
6.3 Changes. Requested changes after confirmation may be treated as a cancellation and rebooking, and may result in revised pricing, Supplier penalties, and/or administrative fees.

6.4 Official Communication Channel (CFM Chat)
(a) Creation of CFM Chat. For each Booking, Traveline will create a dedicated communication channel (“CFM Chat”) for operational coordination, updates, changes, traveller instructions, and post-service feedback. The CFM Chat may be created on a messaging platform selected by Traveline (including WhatsApp or other comparable platforms).

(b) Mandatory Use. All travellers included in the Booking, and any Agent/Partner arranging the Booking, are required to use the CFM Chat as the primary and official communication channel for all matters relating to the Services, including (without limitation) itinerary confirmations, change requests, meeting point coordination, operational instructions, and feedback/complaints.

(c) No Direct Contact with Suppliers or Staff. Travellers and Agents/Partners shall not contact Suppliers, drivers, guides, or individual Traveline staff members through private/direct numbers, private messages, or other informal channels, unless Traveline expressly authorises such contact in writing. Any direct contact details that may be shared are provided strictly for operational necessity and do not create any separate contractual relationship or responsibility.

(d) Agent/Partner Obligation to Add Travellers Before Service Start. Where an Agent/Partner submits a Booking on behalf of travellers, the Agent/Partner must ensure that all travellers are added to the CFM Chat no later than [48/72] hours before the Service Start, or immediately upon confirmation if the Service Start is sooner. Failure to add travellers on time may result in missed updates, delays, or operational issues for which Traveline shall not be responsible to the maximum extent permitted by law.

(e) Legal Effect of Notices. Any notices, instructions, approvals, confirmations, or updates provided by Traveline in the CFM Chat shall be deemed properly delivered and received once posted in the CFM Chat, regardless of whether a traveller or Agent/Partner has read them.

(f) Consequences of Non-Compliance. If a traveller or Agent/Partner fails to use the CFM Chat or communicates outside the CFM Chat contrary to this clause, Traveline may be unable to guarantee timely coordination. In such circumstances, Traveline shall not be liable for delays, missed meeting points, service disruptions, or losses arising from such non-compliance, to the maximum extent permitted by applicable law.

7) Prices, Taxes, and Special Rates

Prices may be offered as special negotiated rates and/or discounted fares secured in advance. Unless expressly stated otherwise, prices are quoted in [GEL/USD/EUR] and include only what is stated in your confirmation/invoice.

We reserve the right to correct pricing errors and to cancel any Booking affected by a material pricing mistake, offering you a corrected price or cancellation as required by applicable law.

8) PAYMENT TERMS (STRICT)

8.1 Full Prepayment Requirement. All Services must be paid in full before the Service Start. If full payment is not received by the deadline stated in your invoice/confirmation, the Booking will be automatically cancelled and may be released for sale to others.

8.2 Partial Payment. Partial payment does not confirm a Booking. If partial payment is made and the remaining balance is not paid by the deadline, the Booking will be automatically cancelled.

8.3 Payment Charges. You are responsible for bank charges, currency conversion fees, and intermediary fees unless we expressly state otherwise.

9) CANCELLATION AND REFUND POLICY (NON-REFUNDABLE)

9.1 Customer Cancellations - No Refund. Due to the nature of special rates/discounted pricing and Supplier commitments, all amounts paid are strictly non-refundable, including deposits, partial payments, and full payments, to the maximum extent permitted by applicable law.

9.2 No Refund for Dissatisfaction or External Factors. Refunds will not be issued due to subjective dissatisfaction, personal preferences, weather conditions, itinerary adjustments, delays, border decisions, governmental actions, or circumstances outside Traveline’s reasonable control.

9.3 Force Majeure - No Refund. If any payment has already been received by Traveline, such payment remains strictly non-refundable notwithstanding Force Majeure, to the maximum extent permitted by applicable law.

9.4 Mandatory Legal Rights. Nothing in these Terms limits any rights or remedies that cannot be excluded under applicable law.

10) Changes, Substitutions, and Operational Adjustments

To protect traveller safety and operational continuity, Traveline and/or Suppliers may make reasonable changes to Services (including route, schedule, vehicle type, guide assignment, or sequence of activities). Where a material change occurs before Service Start, Traveline will use commercially reasonable efforts to inform you and propose an alternative, subject to operational constraints.

11) FORCE MAJEURE (INCLUDING NON-REFUNDABLE PAYMENTS)

Traveline shall not be responsible or liable for any failure to perform, delay, disruption, change, cancellation, or reduction of any Service caused directly or indirectly by events beyond Traveline’s reasonable control (“Force Majeure”), including but not limited to: severe weather; natural disasters; fire; flood; earthquake; epidemic/pandemic; war; terrorism; civil unrest; strikes or labour disputes; governmental orders, sanctions, or restrictions; border closures, visa/entry refusals, or travel bans; interruptions to transport infrastructure; Supplier shutdowns; or any other event that could not reasonably be prevented or overcome.

If any payment has already been received by Traveline, such payment shall remain strictly non-refundable notwithstanding the occurrence of Force Majeure, to the maximum extent permitted by applicable law, including where Traveline has secured special rates, reserved capacity, incurred costs, or is subject to Supplier penalties and non-refundable terms.

Where Force Majeure occurs, Traveline may, at its sole discretion and subject to operational feasibility and Supplier constraints: (a) reschedule the Service; (b) offer an alternative service of comparable value; or (c) issue a credit/voucher. No cash refunds shall be provided except where a refund is expressly required by mandatory provisions of applicable law.

12) Safety; Assumption of Risk; Refusal of Service

Travel experiences may involve inherent risks (terrain, weather, transport, physical activity). You agree to follow all safety instructions and acknowledge participation is at your own risk to the extent permitted by law.

Traveline may refuse service or participation to any person whose conduct, condition, intoxication, or behaviour could endanger themselves, other travellers, staff, or Suppliers, or materially disrupt operations, with no refund where permitted by law.

13) Intellectual Property

All Website content (text, graphics, logos, photos, videos, design, trademarks, and software) is owned by or licensed to Traveline and protected by applicable laws. You may use Website content solely for personal, non-commercial purposes. Any copying, modification, distribution, or exploitation without prior written consent is prohibited

14) Prohibited Conduct

You agree not to:

• misuse the Website, attempt unauthorised access, scrape data, or interfere with systems/networks;
• submit fraudulent bookings, use stolen payment details, or provide false information;
• upload malware or engage in conduct that violates applicable law;
• infringe third-party rights, including privacy and intellectual property.

We may suspend or block access for suspected violations.

15) Privacy and Personal Data

We process personal data for booking administration, service delivery, customer support, legal compliance, and (where lawful) marketing communications. Further details are set out in our Privacy Policy available on the Website.

16) Disclaimers

 The Website and Services are provided on an “as is” and “as available” basis to the maximum extent permitted by law. We do not guarantee uninterrupted Website operation or that Services will be free of minor errors, delays, or operational adjustments common in travel operations.

 17) Limitation of Liability

17.1 Exclusion of Indirect Loss. To the maximum extent permitted by applicable law, Traveline shall not be liable for indirect, incidental, special, consequential, or punitive damages, loss of enjoyment, loss of profit, or loss of opportunity.

17.2 Liability Cap. Where liability cannot be excluded, Traveline’s total aggregate liability shall be limited to the amount paid to Traveline for the specific Service giving rise to the claim, to the maximum extent permitted by applicable law.

17.3 Third-Party Suppliers. Traveline is not responsible for acts/omissions of independent Suppliers except to the extent required by applicable law.

18) Indemnity

You agree to indemnify and hold harmless Traveline, its directors, employees, contractors, and agents from claims, liabilities, damages, costs, and expenses (including reasonable legal fees) arising from: (a) your breach of these Terms; (b) your unlawful acts; (c) your misuse of the Website; or (d) your violation of third-party rights.

19) Complaints; Claims Procedure

Any complaint must be submitted in writing to [support email] within 7 days of Service completion (or, for non-delivered Services, within 7 days of the scheduled Service Start), with supporting evidence sufficient for investigation. Late submissions may limit our ability to investigate and respond.

20) Governing Law and Jurisdiction

These Terms and any dispute arising out of or in connection with them shall be governed by the laws of Georgia, and subject to the exclusive jurisdiction of the courts of Tbilisi, Georgia, unless mandatory rules require otherwise.

21) Updates to These Terms

We may update these Terms at any time by posting an updated version on the Website. The version in force at the time of your Booking applies to that Booking unless a change is required by law.

22) Severability; Entire Agreement; No Waiver

If any provision is held invalid or unenforceable, the remaining provisions remain in effect. These Terms constitute the entire agreement regarding Website use and Bookings, unless supplemented by a written booking confirmation/invoice. Failure to enforce a right is not a waiver.