Right of Refusal & Acceptable Use

1. Our right to refuse

We may decline to make, or may hold or cancel, a booking at our discretion where any of the following apply. Where we do, we tell you promptly and refund any amount taken to your card through Stripe, less any airline charge already incurred where the reason is on your side.

• Payment and fraud checks: the cardholder cannot be verified, the billing details do not match, 3-D Secure fails, the card is declined or flagged by Stripe, or the booking pattern suggests fraud or card testing.
• Sanctions and legal restrictions: a passenger or destination is subject to UK, EU, UN or US sanctions or export restrictions that prevent us, Duffel or Faremine from ticketing.
• Identity and documents: passenger names, dates of birth or passport details are inconsistent, incomplete or appear false; we may ask for a copy of the passport before ticketing.
• Airline or supplier rules: the airline, Duffel or Faremine refuses the booking (unaccompanied minor, infant ratio, medical clearance, pet, group size) or the fare has been withdrawn.
• Abusive or unlawful conduct: threats, harassment or discriminatory language toward our staff, or any attempt to use our service for an unlawful purpose.
• Misuse of the website: automated scraping, excessive searching without booking, or attempts to interfere with our systems.
• Unpaid amounts: a previous booking is subject to an unresolved chargeback or unpaid amendment fee.

2. Verification we may ask for

Before ticketing high-value or first-time bookings we may ask for a photo of the payment card (with the middle digits covered), photo ID of the cardholder, or a passport copy for each passenger. Bookings are held, not ticketed, until we receive them. We delete card images once verified.

3. Cancellation by us

Where we cancel for a reason on our side (for example, we cannot obtain the ticket at the confirmed price through either route), we refund you in full including our margin. Where we cancel for a reason on your side (fraud indicators, false details, abuse), we refund what the airline returns, less our margin and any airline fee incurred.

4. Acceptable use of the site

• Use the site only to search and book travel for yourself or people who have authorised you.
• Do not copy, scrape or resell fares, content or images.
• Do not post or submit content (reviews, tips, photos) that you do not own or have the right to share, that identifies other people without their consent, or that is unlawful or offensive. We may remove any submission.

5. Equality

We do not refuse service on the basis of any protected characteristic. Refusals are recorded with the reason and are reviewable through our Complaints process.