Who You Contract With & Who Is Liable

Short version: the airline is responsible for flying you. eZay is responsible for booking accurately, showing you the right price and rules, issuing your ticket through the right route and passing on what the airline tells us. Duffel and Faremine are the ticketing intermediaries behind the scenes and Stripe is the payment processor; you do not have a contract with any of them.

1. Who you contract with

Party	Their role	Your contract with them?	Responsible for
The airline	Operates the flight	Yes — contract of carriage	Getting you and your bags to your destination; schedule changes, cancellations, delays, denied boarding, lost baggage, on-board service, refunds of the fare under its rules; UK261/EC261 compensation; Montreal Convention liability
eZay Travels	Your travel agent (disclosed agent)	Yes — agency services under these terms	Accurate quoting, showing fare rules and total price, correct data entry as you provided it, choosing the ticketing route and issuing tickets, passing on airline notifications we receive, processing refund requests, handling your data lawfully
Duffel Technology Ltd	IATA-accredited ticketing platform used by eZay	No	Contract is between Duffel and eZay. Duffel issues the ticket as agent for the airline. If Duffel makes a ticketing error, eZay takes it up with Duffel and remedies it for you.
Faremine Ltd	IATA/ATOL consolidator used by eZay	No (but an ATOL Certificate names you as the protected passenger)	Contract is between Faremine and eZay. ATOL protection for the flight where an ATOL Certificate is issued.
Stripe Payments UK Ltd	Payment processor	No	Secure card processing and 3-D Secure; disputes follow card-scheme rules
Third-party sites we link to (hotels, restaurants, transfers, activities)	Their own service	Yes, if you book with them	Everything about that booking, under their terms

Party

Their role

Your contract with them?

Responsible for

The airline

Operates the flight

Yes — contract of carriage

Getting you and your bags to your destination; schedule changes, cancellations, delays, denied boarding, lost baggage, on-board service, refunds of the fare under its rules; UK261/EC261 compensation; Montreal Convention liability

eZay Travels

Your travel agent (disclosed agent)

Yes — agency services under these terms

Accurate quoting, showing fare rules and total price, correct data entry as you provided it, choosing the ticketing route and issuing tickets, passing on airline notifications we receive, processing refund requests, handling your data lawfully

Duffel Technology Ltd

IATA-accredited ticketing platform used by eZay

Contract is between Duffel and eZay. Duffel issues the ticket as agent for the airline. If Duffel makes a ticketing error, eZay takes it up with Duffel and remedies it for you.

Faremine Ltd

IATA/ATOL consolidator used by eZay

No (but an ATOL Certificate names you as the protected passenger)

Contract is between Faremine and eZay. ATOL protection for the flight where an ATOL Certificate is issued.

Stripe Payments UK Ltd

Payment processor

Secure card processing and 3-D Secure; disputes follow card-scheme rules

Third-party sites we link to (hotels, restaurants, transfers, activities)

Their own service

Yes, if you book with them

Everything about that booking, under their terms

2. What eZay is liable for

Loss caused by our own negligence or breach of these terms — for example, ticketing a different date from the one you confirmed.

Our liability is limited to the total price you paid us for the affected booking, except for death or personal injury caused by our negligence, fraud, or anything else that cannot be limited by law.

3. What eZay is not liable for

The performance of the flight: delays, cancellations, schedule changes, overbooking, baggage, or injury on board — these are the airline's responsibility.

Refusal of travel or entry due to passport, visa, health or immigration issues.

Errors in information you gave us (names, dates, contact details).

Airline insolvency (see Refunds & Cancellations, section 5).

Anything you book with a third party through a link on our site.

Events outside anyone's control (weather, strikes, airspace closures, pandemics).

4. Where to make a claim

Problem	Claim against	How eZay helps
Flight delayed/cancelled, denied boarding	Airline (UK261/EC261, conditions of carriage)	We give you the airline's claim route, your booking data and correspondence
Lost or damaged baggage	Airline (Montreal Convention; report at the airport within the time limits)	Documentation support
Wrong ticket issued and it was our error	eZay	We fix or refund in full — see Refunds
Ticketing error by Duffel or Faremine	eZay (we recover from the supplier)	We remedy it for you and pursue the supplier ourselves
Airline goes bust	Your card issuer (s.75 / chargeback); ATOL (Faremine) if a certificate was issued; travel insurer	Letters and evidence for your claim
Payment taken twice or not refunded	eZay first; then your card issuer	We check the Stripe record and correct it within 5 working days
Data or privacy issue	eZay, then the ICO	See Privacy Notice

Problem

Claim against

How eZay helps

Flight delayed/cancelled, denied boarding

Airline (UK261/EC261, conditions of carriage)

We give you the airline's claim route, your booking data and correspondence

Lost or damaged baggage

Airline (Montreal Convention; report at the airport within the time limits)

Documentation support

Wrong ticket issued and it was our error

eZay

We fix or refund in full — see Refunds

Ticketing error by Duffel or Faremine

eZay (we recover from the supplier)

We remedy it for you and pursue the supplier ourselves

Airline goes bust

Your card issuer (s.75 / chargeback); ATOL (Faremine) if a certificate was issued; travel insurer

Letters and evidence for your claim

Payment taken twice or not refunded

eZay first; then your card issuer

We check the Stripe record and correct it within 5 working days

Data or privacy issue

eZay, then the ICO

See Privacy Notice

5. Financial protection statement

eZay is not an ATOL holder and is not a member of ABTA. Flight-only tickets issued immediately on payment fall outside the ATOL scheme. Where a booking is fulfilled through our ATOL-holding consolidator, Faremine Ltd, the ATOL Certificate you receive states what is protected. We strongly recommend travel insurance that covers scheduled airline failure for every booking.