BIG HOLIDAYS ONLINE - USER AGREEMENT

Last Updated: 19-02-2026

1. AGREEMENT BETWEEN USER & BIG HOLIDAYS ONLINE

This User Agreement & Terms of Service set the Terms & Conditions for using “Big Holidays Online's products & services. The Agreement is a legal binding contract between you (“User”, “Customer”, “Tourist” Traveller”) & Big Holidays Online, including its subsidiaries, affiliates, directors, employees, representatives, & authorized partners (collectively referred to as “BHO”, “Travel Agency”, “We”, “Us”, or “Our”).

This Agreement governs your access to & use of:

• The official website of Big Holidays Online
• Mobile applications
• Call center bookings
• WhatsApp or chat-based bookings
• Offline or franchise outlets
• Any other sales channel operated or authorized by BHO

By accessing, browsing, registering, or making any booking on the Platform, you acknowledge that you have read, understood, & agreed to be bound by this Agreement & the Privacy Policy.

If you do not agree with these terms, you must immediately discontinue use of the Platform.

2. DEFINITIONS

For the purpose of this Agreement:

• “Platform” means the website, mobile application, & all digital interfaces operated by BHO.
• “Service Providers/Vendors/Suppliers/Independent Contractor” means airlines, hotels, bus operators, car rental companies, tour operators, insurance providers, visa facilitation agencies, & other third parties providing travel-related services.
• “Booking” means any reservation made through the Platform.
• “Convenience Fee” means service charges collected by BHO for facilitating bookings, Cancellations or Rejection.
• “Force Majeure Event” means any event beyond reasonable control, including natural disasters, government restrictions, pandemics, strikes, system failures, etc.

3. APPLICABILITY OF TERMS

This Agreement applies to:

• All bookings made through BHO
• All users accessing the Platform
• All products including Flights, Hotels, Bus, Holidays, Visa Assistance, Insurance, & Ancillary Services

Certain services may be governed by additional terms & conditions specific to that product category. In case of conflict, product-specific Terms & Policies shall prevail.

4. ELIGIBILITY TO USE

You represent & warrant that:

• You are at least 18 years of age.
• You possess the legal authority to enter into binding contracts.
• All information provided by you is true, accurate, & complete.

BHO reserves the right to suspend or terminate accounts found to be in violation of eligibility conditions.

5. ROLE OF BIG HOLIDAYS ONLINE

Big Holidays Online acts solely as an intermediary between Users & independent Service Providers.

BHO:

• Does not operate airlines, hotels, buses, or tour services.
• Does not control quality, safety, or legality of services provided by third parties.
• Is not responsible for overbooking, service deficiencies, delays, or cancellations caused by Service Providers.
• The contract for travel services exists strictly between the User & the respective Service Provider.

6. USER RESPONSIBILITIES

• Carefully review booking details before confirming.
• Carry valid government-issued identification.
• Obtain required visas, permits, & travel documentation.
• Comply with airline baggage rules & hotel policies.
• Follow all applicable laws & regulations.

Failure to comply may result in denied boarding, cancellation, or additional charges.

7. ACCOUNT SECURITY

• You are responsible for maintaining confidentiality of login credentials.
• You must not share OTPs or passwords with anyone.
• You are liable for all activity conducted through your account.

BHO is not responsible for losses arising due to negligence in safeguarding credentials.

8. PRICING & PAYMENT TERMS

8.1 Dynamic Pricing

All prices displayed are dynamic & subject to availability & change without notice.

8.2 Pricing Errors

In the event of technical or human error resulting in incorrect pricing, BHO reserves the right to cancel the booking & refund the amount paid.

8.3 Convenience Fees

Convenience fees charged by BHO are generally non-refundable unless otherwise specified.

8.4 Payment Methods

Payments may be made via:

• Credit / Debit Cards
• UPI
• Net Banking
• Wallets
• EMI options
• Other authorized payment methods

BHO uses secure third-party payment gateways.

9. CANCELLATION & REFUNDS (See Section 26)

• Airline cancellation policies
• Hotel cancellation rules
• Supplier terms

BHO will process eligible refunds within a reasonable time; however, credit timelines depend on banking partners.

Refund processing charges may apply.

10. TAXATION & TCS COMPLIANCE

• Tax Collected at Source (TCS) may apply under Indian Income Tax laws.
• Valid PAN details may be mandatory.
• Higher TCS rates may apply for non-compliance.

Users are responsible for providing accurate tax details.

11. VISA & TRAVEL DOCUMENTATION

• Grant of visa is solely at the discretion of the issuing authority.
• BHO is not liable for visa rejection.
• Visa fees are typically non-refundable.

12. FORCE MAJEURE

• Natural disasters
• Government restrictions
• War or civil unrest
• Pandemic or epidemic
• Airline strikes
• System or technical failure

In such cases, refund or rescheduling shall be governed by Service Provider policies.

13. INDEMNIFICATION

You agree to indemnify, defend, & hold harmless Big Holidays Online, its affiliates, officers, directors, employees, & agents from & against any & all claims, liabilities, damages, losses, or expenses, including legal fees.

14. LIMITATION OF LIABILITY

Maximum liability for direct damages, if any, is limited to the amount actually paid by you for the relevant Booking.

15. FRAUD & PAYMENT PROTECTION

• Fraudulent activity may result in immediate cancellation.
• Unauthorized transactions must be reported within 24 hours.
• Chargeback abuse may result in suspension.

16. INTELLECTUAL PROPERTY

All content on the Platform including logos, design, graphics, text, & software is owned by Big Holidays Online or its licensors.

17. USER GENERATED CONTENT

You grant BHO a worldwide, royalty-free, perpetual license to use uploaded reviews, comments, or photos for marketing purposes.

18. PRIVACY & DATA PROTECTION

BHO shall comply with the Information Technology Act, 2000 & relevant Indian data protection laws.

19. COMPLAINTS & GRIEVANCE REDRESSAL

Name: Mr. Deepak Dwivedi

Email: compliance.BHO@hotmail.com

Contact: 9670419593

Address: Hathigan, Purwa Khas, Naini, Prayagraj Uttar Pradesh-212301, India

20. DISPUTE RESOLUTION & ARBITRATION

• Any dispute arising out of or related to this Agreement shall first attempt to be resolved amicably.
• If unresolved, disputes shall be referred to arbitration under the Arbitration & Conciliation Act, 1996 (India).
• The seat of arbitration shall be [Prayagraj, India], conducted in English.
• Arbitration award is final & binding.

21. MODIFICATION OF TERMS

• BHO may modify, update, or revise this Agreement at any time.
• Updated terms will be posted on the Platform & effective immediately unless otherwise stated.
• Continued use of the Platform constitutes acceptance of updated terms.

22. MISCELLANEOUS

• Severability: If any provision is invalid, the rest remain enforceable.
• Waiver: Failure to enforce any provision does not waive rights.
• Assignment: BHO may assign rights & obligations; Users may not without written consent.
• Entire Agreement: This Agreement along with Privacy Policy & product-specific terms constitutes the complete contract.

23. FLIGHT BOOKINGS

23.1 Ticket Issuance & Confirmation

• Tickets are issued only after full payment & verification.
• Confirmation emails/SMS from BHO are proof of booking, but airlines retain ultimate authority over seat allocation.

23.2 Schedule Changes

• Airlines may reschedule flights due to operational reasons; BHO will notify users promptly.
• Users have the right to:
  • Accept the new schedule
  • Request alternate flights (subject to availability)
  • Cancel & claim refunds per airline policy

23.3 Flight Delays, Cancellations, & No-Shows

• BHO does not guarantee departure/arrival times.
• Compensation for delays/cancellations is governed by airline policy.
• No-show tickets are non-refundable unless otherwise specified.

23.4 Baggage & Security

• Users must comply with airline baggage limits & security rules.
• BHO is not responsible for lost, damaged, or delayed baggage.

24. HOTEL BOOKINGS

24.1 Confirmation & Check-In

• Booking is confirmed upon receipt of hotel confirmation number.
• Users must present valid ID & the same name used for booking.

24.2 Cancellations & Refunds (See Section 26 also)

• Cancellation policies vary by property; they are displayed at the time of booking.
• Partial or full refunds depend on hotel-specific terms.

24.3 Overbooking

• In case of hotel overbooking, BHO will assist in arranging alternate accommodation of similar standards.
• BHO is not liable for difference in room rate, inconvenience, or personal preference.

24.4 Hotel Conduct

• Users must follow hotel rules. Any damage or violation is the responsibility of the guest.

25. HOLIDAY PACKAGES & TOURS

25.1 Itinerary

• Tour itineraries are indicative & subject to change due to weather, local conditions, or government restrictions.
• Users will be notified of major changes in advance.

25.2 Inclusions & Exclusions

• Inclusions (transport, meals, sightseeing) are listed clearly; exclusions (personal expenses, tips, optional tours) are the user’s responsibility.

25.3 Cancellation & Refund

• Package cancellations are subject to package-specific terms & may involve non-refundable deposits.
• Refund timelines are 15–30 business days depending on service providers.

25.4 Force Majeure

• BHO is not liable for delays or cancellations due to natural disasters, pandemics, strikes, terrorism, or government restrictions.

26. DATE CHANGE, CANCELLATION & REFUND POLICY

In all types of changes & cancellations, charges shall apply.

26.1 Date Change Policy & Charges

• Change 5 or more days before departure → 2000
• Change 4 or less days before departure → Not Possible

Note: The best availability options for changed date(s) will be advised & difference will be charged to you.

26.2 Cancellation Policy

• All services included in the tour (hotel accommodation, transportation, & activities) are pre-booked in advance.
• If a passenger cancels, the company may have to pay penalties to suppliers or service providers (hotels, transport operators, airlines, helicopter companies, etc.).
• Therefore, cancellation charges will apply.

In simple terms: If you cancel, part of your payment may be non-refundable, depending on the timing & type of tour.

26.2.1 Short Duration Tour (1–3 Days Domestic Tour)

• Cancellation 5 or more days before departure → 30% of total package cost
• Cancellation 3–4 days before departure → 90% of total package cost
• Cancellation within 72 hours of departure or No show → No refund

26.2.2 Long Duration Tour (4 & above Days Domestic tours)

• Cancellation 30 or more days before departure → 40% of total package cost
• Cancellation 21–29 days before departure → 50% of total package cost
• Cancellation within 20 days of departure → No refund

Note: For tours including helicopter services, the helicopter cancellation policy applies as per the respective helicopter company.

26.2.3 International / Special Tours (Nepal / Bhutan)

• Cancellation 10 or more days before departure → 50% of total package cost
• Cancellation 7–9 days before departure → No refund
• No refund for no-shows or delayed arrivals for any reason

26.2.4 Tailor-Made / Custom Holiday Packages in India

• Cancellation 30 or more days before departure → 30% of total package cost
• Cancellation 15–29 days before departure → 50% of total package cost or the initial deposit, whichever is higher
• Cancellation 8–14 days before departure → 90% of total package cost
• Cancellation within 7 days → No refund

26.2.5 Vehicle Rentals (Cars, Vans, Jeeps, Tempo Travelers, Coaches)

• Cancellation 72 hours before departure → 25% of total package cost
• Cancellation 48 hours before departure → 50% of total package cost
• Cancellation 24 hours before departure → 80% of total package cost
• Cancellation within 24 hours → No refund

26.2.6 Chartered Helicopters

Cancellation rules are governed by the respective helicopter service provider.

26.3 Online Refund Policy

• Credit Card bookings: Refund after deduction of cancellation charges is credited back to the same card within 4–5 working days.
• Net banking bookings: Refund is credited to the same bank account within 10–15 working days.
• For third-party services (airlines, trains, cruises, helicopters), refunds are processed after receipt from the service provider, after deducting applicable charges.

26.3.1 Vehicle Type Changes

The company may change the type of vehicle due to low bookings or operational reasons.

• If changed to a smaller vehicle → partial refund
• If changed to a larger vehicle → nominal surcharge may apply

Legal Note

• Accepting the booking & paying the advance means the passenger agrees to all terms & conditions.
• Full payment must be received as per the payment schedule; otherwise, the company reserves the right to cancel the booking.

26.4 Delays in Refunds

• Refunds may take 5–30 business days depending on payment gateway & bank processing.

27. TRAVEL INSURANCE & HEALTH DISCLAIMER

27.1 Travel Insurance

• Users are strongly recommended to buy travel insurance.
• Insurance claims (medical, trip interruption, baggage loss) are the responsibility of the user & insurer.

27.2 Health & Vaccinations

• Users must comply with local health requirements, vaccinations, & travel advisories.
• BHO is not responsible for health-related issues, infections, or quarantine costs.

27.3 COVID-19 / Pandemic Clause

• Users must comply with government & airline pandemic protocols.
• BHO may reschedule or cancel services due to health emergencies; refunds follow the service provider’s policy.

28. SPECIAL SERVICES & REQUESTS

• Requests for wheelchair, special meals, or early check-in must be made in advance.
• BHO will attempt to facilitate requests but cannot guarantee them.
• Any extra charges are borne by the user.

29. USER RESPONSIBILITIES

• Provide accurate personal & travel information.
• Arrive on time for flights, transfers, & tours.
• Carry valid travel documents, visas, & permits.
• Follow local laws & customs; violations may result in denial of service.

30. THIRD-PARTY SERVICE PROVIDERS

• Flights, hotels, & tours are provided by independent third parties.
• BHO acts as an intermediary & facilitator.
• Any disputes with third parties must be resolved directly or through BHO support.

31. MISCELLANEOUS TRAVEL CLAUSES

• Itinerary Deviations: Minor changes do not constitute breach of contract.
• Group Bookings: Policies may differ; separate agreements may apply.
• Lost Documents: Users must report lost passports, tickets, or ID immediately to authorities & BHO.
• Liability Limitation: BHO is not liable for indirect losses, emotional distress, or inconvenience caused by service delays or cancellations.

32. GOVERNING LAW & JURISDICTION

This Agreement shall be governed by Indian Law.

All legal proceedings shall be subject to the exclusive jurisdiction of courts in Prayagraj, India only.