Terms of Service

1. Who we are

eZAY Travels and Tours Ltd (company no. 17394853), registered office 181 Barcombe Avenue, Lambeth, London SW2 3BH. Contact: manager@ezaytravels.co.uk. We trade as eZay Travels at ezaytravels.co.uk.

2. Our operating model (hybrid, flights-only)

We operate a hybrid ticketing model. For every booking we choose the ticketing route that gives you the best available fare and rules, and we tell you which route was used on your confirmation.

• We are a disclosed agent. We search, quote and book flights for you; the airline (or ticketing principal) is the party that carries you.
• We are not the carrier. The airline's conditions of carriage and fare rules apply to your journey.
• We do not sell packages or linked travel arrangements as defined in the Package Travel and Linked Travel Arrangements Regulations 2018. Any hotel, restaurant, transfer, activity or guide content on this site is information or a third-party link, not part of a package sold by us.
• We are not an ATOL holder and not an ABTA member. Where an ATOL Certificate is issued it comes from Faremine Ltd, the ATOL holder for that ticket.

3. Prices

• The price you see at the point of booking is the total price including fare, taxes, airline charges and eZay's service margin. No mandatory charge is added at checkout.
• Fares are live and are not guaranteed until the ticket is issued. If a fare changes before issue we will tell you and you may cancel without charge.
• Optional extras (bags, seats, transfers) are shown with their own price before you add them.

4. Payments handling

1. How you pay. All payments are taken in GBP by debit or credit card through Stripe Payments UK Ltd, our payment processor. Card details are entered on Stripe's secure form; we never see or store your full card number. We may ask for 3-D Secure authentication from your bank.
2. When money moves. Your card is charged when you press Pay. Stripe holds the funds and settles them to eZay's business bank account. From that account we pay the ticketing route: Duffel is settled automatically against the ticket; Faremine is prepaid by bank transfer before the ticket is issued.
3. Failed or declined payments. If Stripe or your bank declines the payment, no booking is made and nothing is charged. If a fare is withdrawn between payment and issue, we refund you in full to the same card, normally within 5 working days.
4. Client money. We do not hold client money in trust. Your payment becomes eZay's receipt on which we settle the supplier, and the airline's obligations are secured by the issued ticket, not by any fund we hold.
5. Refunds. Every refund goes back to the original card through Stripe; we cannot refund to a different card, by bank transfer or in cash. Timing depends on the ticketing route — see Refunds & Cancellations.
6. Chargebacks. Please contact us before raising a chargeback with your bank. A chargeback on a validly issued ticket will be contested with the airline's ticketing records.
7. Bookings by enquiry. Where a fare is not bookable online (group, unaccompanied minor, complex routing), we quote by email or WhatsApp and send you a secure Stripe payment link. We do not take card details by phone, email or message.

5. How we work (company protocol)

• Hours. Online booking is available 24 hours a day. Our service desk answers email, WhatsApp and phone between 08:00 and 22:00 UK time, seven days a week; urgent day-of-travel messages received outside those hours are handled first thing the next morning.
• Response times. We acknowledge every message within one working day and give a full answer within three working days, except where we are waiting on an airline, in which case we tell you and update you every seven days.
• Languages. We serve you in English and, on request, in other languages spoken by our team.
• One record. Every booking, change, refund and complaint is logged against your booking reference, so any member of the team can pick it up.
• No pressure selling. We do not add pre-ticked extras, countdown timers or "only 1 seat left" claims that are not the airline's own live data.

6. Your account and accuracy

You must be 18 or over, have authority to book for everyone on the booking, and enter every passenger's name exactly as it appears in their passport. Corrections after ticketing are subject to airline fees (see Booking Conditions).

7. Website content and links

Area guides, tips, photos and social media embeds are provided for information. Third-party links (hotels, restaurants, transfers, activities) take you to that provider's site; any booking you make there is with them, under their terms, and we accept no responsibility for it. Where a link is an affiliate link and we may earn a commission, we say so next to it.

8. Intellectual property

Site content, the eZay name and logo are owned by or licensed to us. You may not copy or reuse them without permission. Content credited to third parties (influencers, guests) is used under licence.

9. Changes to these terms

We may update these terms; the version in force is the one published at the time you book.

10. Law and courts

These terms are governed by the law of England and Wales and the courts of England and Wales (or your home nation's courts within the UK). Nothing in them limits your statutory rights.