1. Who we are
Utopia FZE (“we”, “us”, “our Company”) is a global business, providing online travel search, price comparison and booking services, including (but not limited to) transportation to various destinations in Greece, availability of tickets (such as flight tickets, boat tickets etc), different types of accommodation (such as hotels, holiday homes etc), holiday packages and other travel associated services (“our Services”) to users throughout the world via our website. The term "you" and "your" refers to the customer visiting our website, booking a reservation through us or otherwise using our services.
Please note that Utopia FZE is not a travel agent, and acts exclusively as a facilitator of the above services, which are provided by a third travel service / product provider (“Third Provider”) and presented and offered through our website, as displayed and communicated therein, in line with the terms and conditions that such Third Provider sets and communicates to the users of its services/products.
Utopia takes prices for flights, ferries, hotels by third parties (either companies or individuals) and combines these services into holiday packages charging a profit margin on top of total fees as a reward for the consultancy services offered. Therefore, Utopia FZE is not responsible for providing, or for setting or controlling the prices applicable to, any of the travel services or products, such as flights or hotels, which you may search, find, compare and/or book through our website (“Third Provider Travel Services”). All such Third Provider Travel Services are offered by independent travel agents, airlines, hotels, tour operators or other third parties and are subject to the terms and conditions imposed by those third parties. Our Services are provided by Utopia FZE, a company incorporated and registered in the United Arab Emirates (Lic. No. 10922/2017).
2. Use of our website / use and scope of our services
We look forward to the opportunity to act as your Booking Agent for your travel needs. Please read these Terms and Conditions carefully before using the services and website of our Company. When you use or make a booking on our site, you are deemed to have accepted these Terms and Conditions. These terms and conditions (the "Agreement” or “Contract") describe what you are legally entitled to expect from us when you purchase travel related services through us, in addition to your obligations as a customer.
We reserve the right to amend to or update these Terms and Conditions from time to time at our discretion, without prior notice to you. The current version of the Terms and Conditions will be displayed within our website from the date on which any changes come into effect. Subsequent use of the website following any changes to the Terms and Conditions shall constitute your acceptance of such changes.
As a condition of your use of our website, you warrant that: 1) you are at least 18 years of age; 2) you possess the legal authority to create a legally binding obligation; 3) you will use our website in accordance with these Terms and Conditions; 4) you will only use our website to make legitimate reservations for you or for another person for whom you are legally authorized to act; 5) you will inform such other persons about the Terms and Conditions that apply to the reservations you have made on their behalf, including all rules and restrictions applicable thereto; 6) all information supplied by you on our website is true, accurate, current and complete, and 7) if you have an account to our website, you will safeguard your account information and will supervise and be completely responsible for any use of your account by you and anyone other than you. We retain the right at our sole discretion to deny access to anyone to our website and the services we offer, at any time and for any reason, including, but not limited to, for violation of these Terms and Conditions.
Our Services are offered solely for personal and non-commercial use. You are not allowed to resell, deep-link, use, copy, monitor (eg. spider, scrape), display, download or reproduce any content or information, software, reservations, tickets, products or services available through our website for any commercial or competitive activity or purpose.
3. Booking through our website
By booking through our website, you agree to be bound by the terms of this Agreement and any additional terms and conditions of any Third Provider which are applicable to your booking, travel arrangements or use of any relevant website service. You agree on your part and on behalf of those you represent to comply with all such terms and conditions, including the payment of all amounts when due.
Any violation of any such terms and conditions may result in the cancellation of your reservation or purchase, your forfeiture of any money paid for your reservation or purchase, you being denied access to the applicable travel related product or service, and our right to debit your account for any costs we incur as a result of such violation.
By booking through our website, you declare that 1) you are of sufficient age to use our services and website and can create legally binding obligations in connection with your use, 2) you are legally authorized to act for or on behalf of any persons included in a booking and accept these terms and conditions on their behalf, 3) the information supplied by you is true and correct, 4) you are responsible for informing such other persons of all terms and conditions applicable to their travel arrangements, 5) you are financially responsible for any use of our services or website content by you and those using your name or account and 6) you are responsible for all your activities on the website, financial or of any other kind, including the possible use of your user name and password.
It remains at our Company’s sole discretion whether it will consider any claim which may arise due to a problem during the booking process; and any such compensation cannot, under any circumstances, exceed the purchase price of your ticket after deducting the amount corresponding to the service fee.
4. Your contract with us
Our Company offers a range of travel related services and products from various Third Providers. Utopia is an intermediary for products and services which are not directly supplied by us, neither are we co-vendors of such products and services. When you make a booking through our website, you will be entering into a separate contract with such Third Providers relating to such products and services. Therefore, our Company is not a party to the contractual relationship concerning the products and services you order through our website. As a result, any queries, concerns or complaints relating to the product/service should be addressed to the Third Provider. We do not assume any responsibility for the travel services / products offered by the Third Provider, and we make no representations or warranties, express or implied, about the quality or appropriateness of the travel services / products offered via our website.
5. Your contract with the Third Provider
For all travel services / products purchased through our website, the Third Provider's terms and conditions apply, in addition to those set out herein. The Third Provider's terms and conditions may include airlines’ fare rules, provisions relating to payment procedures, default, liability, cancellations, changes of bookings and refunds (when available) and other restrictions, so you are advised to read those terms carefully. Compliance with airline or any other Third Provider conditions pertaining to check-in times, reconfirmation of flights, or other relevant matters is the sole responsibility of the client. Specific routes may require a return ticket depending on the passenger’s nationality, Visa requirements or the airline's policy restrictions. For this reason, please refer to your particular Third Provider for full details as to the applicable terms and conditions.
6. Price / booking fee / booking confirmation
Utopia offers two types of packages: the personalized and the classic packages. The personalized packages are fully customized and prices are determined outside our website, based on client’s preference, and are communicated to the client via email. Payment also takes place outside the website. In the case of classic packages, the website displays a ‘’starting from’’ price, which is not the price finally charged. Once a potential client shows interest, our Company contacts him/her via email, and confirms the final price. Again, the payment process is also carried out outside our website.
By purchasing travel services / products through our website, you authorize us to act on your behalf and as your representatives during the process of booking such services / products from the selected Third Provider(s), and to proceed to the payment of those services / products in your name and on your account. Accordingly, we shall charge you with a booking fee, depending on the service which you book. Once the customer submits his/her choice of a classic package or the questionnaire for a personalized package, a pop up message is displayed on the website, confirming that submission was successful. No confirmation email is sent.
The contract is deemed to be entered when the customer deposits all the money required for the package. After the deposit is made, we proceed with paying the Third Provider for the service/product purchased (hotel, flight, ferries etc). It is our responsibility to check that your booking has been appropriately entered in the Third Provider’s booking system, and that your payment will be correctly processed. Bear in mind that for all bookings our obligation to provide you with the product / service purchased is subject to your payment having been cleared, since we proceed with booking and paying hotels, ferries etc only once we receive the money from the customer.
Regarding any special requests concerning the services booked (eg. meals, child seats etc.), we cannot guarantee that such requests will be met, but we undertake to forward these requests to the Third Provider, and it will be your responsibility to confirm with them whether such special requests can be fulfilled.
7. Change / cancellation
Change / cancellation by you: Whether you have the option to modify or cancel a booked travel service / product and the method provided for this purpose depend solely on the specific Third Provider's terms and conditions. Thus, it may not be possible to change or cancel services and/or products ordered, or this may be allowed only when certain requirements are met. Our Company is not connected in any way to such Third Provider's terms and conditions / requirements, and is therefore not responsible for a refund which may be sought by the Customer following a request for cancellation submitted by him/her.
Should you have a request for change and/or cancellation, you may submit it in this address: email@example.com. Subsequently, you will receive an email, asking you to confirm your request, in order for us to process it. In case you do not receive the aforementioned email, you are advised to contact us as soon as possible so as to establish that we have received your request and that it is being processed. We will not be held responsible if this process is not completed due to technical reasons. Should you make any alteration to your booking (cancellation or modification), our standard fee of USD $25 per person will apply in addition to the terms and conditions of your Third Provider(s). Such fees concern the administration costs incurred by us and do not include any charges imposed by the Third Provider directly. Again, bear in mind that our Company is not responsible for any refund request which may arise by the Customer in the event of cancellation.
Please note that, if you wish to cancel your booking, our total fee charged at the time of booking will not be refundable. If you have a booking for any of our services or products, but you do not show up to check-in or otherwise do not make yourself available regarding the provision of such service or product, you will not be entitled to a refund. Concerning flight bookings, please be informed that, if the cancellation incurs a cancellation fee imposed by the airline, or if the change increases the cost of your booking, you will be required to pay such extra charges or costs in addition to our charges outlined on your booking confirmation or receipt. Be advised that the amendment and cancellation terms of flights are the applicable terms of the airline, therefore you should contact the airline directly if you wish to cancel or make amendments to flights. Usually fares for flights are non-refundable. In the event that you decide to cancel your flight, our service fee and any amendment charges are also non-refundable. However, if the reason for your cancellation is covered by the terms of any insurance policy purchased, you may be able to reclaim any applicable non-refunded fares or cancellation charges from the insurers.
If you wish to cancel your booking because you are unable to comply with the passport, visa and other immigration requirements applicable to your itinerary, the terms and conditions of the airline will apply and we accept no responsibility for any charges incurred. Again, our Company is under no obligation to provide a refund under such circumstances.
Change / cancellation by the Third Provider: Your contract with the Third Providers may allow them to amend or cancel bookings. If the product / services purchased is cancelled or modified by Third Provider (hotel owners, airlines etc), we will inform you a soon as possible, but we cannot guarantee a refund or any alternative options at any price (same, lower or higher to the initial price), as these are subject to the Third Provider’s terms and conditions. We will do our best to ensure that you are promptly notified of any significant changes once we become aware of such changes, but we accept no liability for such changes or the costs incurred as a result.
Change / cancellation by us: In the event of an obvious error, such as data entry errors or calculation errors, resulting in the display of a price which has clearly been displayed by mistake, we reserve the right to cancel your booking, even if it was confirmed by us. We commit to inform you of this as soon as possible and, if you wish so, to allow you to make a booking at the correct price. In any case, you will not be entitled to claim compensation from us on the grounds of the cancellation or the related costs, if any, that have been incurred due to an erroneous booking which has been cancelled.
Under certain circumstances and in addition to the billing and payment information you provide, we may require you to produce some proof of your identity. This can be requested at the time of booking, during payment processing or at any other time thereafter. We reserve the right to cancel the booking if you do not provide such proof of identity when requested with no liability whatsoever. We also maintain the right to cancel your booking at any time if security or fraud-protection concerns arise. This is generally due to our security-protection and fraud-detection processes reporting a problem with the payment card submitted, e-mail address used for booking etc. In such circumstances, we may cancel your booking with no liability whatsoever. An appropriate email informing you about the cancellation will be sent to the email address which you provided at the time of booking.
8. Prices and payments
Room prices are per room for the duration of your stay, and include VAT, sales tax and other taxes, unless otherwise stated on our website / the confirmation email / your ticket. Ticket prices are per person / group and are subject to validity as indicated on the ticket. Applicable fees and taxes may be charged by the Third Provider in case of no-show or cancellation. Applicable taxes may be charged by the accommodation in case of no-show or cancellation.
Payment can be carried out through the methods agreed between Utopia FZE and our clientsΟther payment methods are not accepted, and we will not be responsible for cash or cheques sent through the post. When booking / purchasing a service / product through our website, you will be required to provide us with your credit / debit card details. It may be necessary for us to pass your card details to the respective Third Provider, for completion of the transaction.
When payment is carried out through the credit card of a third person, we may request this person to provide us with the relevant written authorization. We and the Third Provider reserve the right to deliver tickets / e-tickets, confirmations or other travel-related documents only to your credit card billing address or email address when requested to do so by the credit card issuer. Please make sure that the email address used must be valid at the time of the transaction.
You authorise us or an authorised third party to receive full payment for the amounts charged for your booking / purchase. When using a credit card to purchase flight tickets, payment for your flights may be received directly by the airline.
Our company is not responsible for any price increase arising due to a payment failure. Any price increase must be covered by the customer prior to the confirmation of the booking. Before the payment process is completed and we have received cleared payment, we are not obliged to issue any tickets / e-tickets, confirmations or other travel-related documents. The customer remains responsible for payment of the total amounts for the purchased services / products.
Once payment is made and booking is confirmed, we will provide you with the necessary notice of payment (receipt / invoice) via e-mail, sent to the e-mail address you provided. Please pay attention when entering the required data in the relevant fields, as any request for changes to details wrongfully inserted by the customer to an invoice which has been issued may incur additional charges.
9. Special conditions and information for flights
Certain fees are not included in the ticket price, but are added during the booking process (eg service fee). Τhe final price will be communicated outside our website, by means of email correspondence.
If you are unable to take the flight you booked, you may be eligible – subject to the terms and conditions of the airline – to receive a partial refund of the amount you were charged at the time of purchase. Most airlines refund taxes, fees, charges and surcharges imposed on passengers by airports and government authorities if the ticket is unused, but usually charge an administration fee for the partial refund process. However, other charges (such as fuel charges or booking fees) are non-refundable, unless a flexible fare ticket is purchased.
If you wish to make a claim for any amount that may be refundable, you are required to send a written authorisation to our email, by which you authorise us to carry out all the necessary actions to this end. We will then communicate with the airline to see if you have the right to receive a refund. This applies only in cases when we have booked the flight on your behalf. Please bear in mind that when the tickets are issued directly by the airline or when payment for your flight has been taken directly by the airline, you may have to file your request for refund directly to the airline.
Refunds can only be carried out through the payment method used at the time of purchase. All refunds are subject to our refund service fee and the airline’s refund policy; therefore, you authorise us to deduct the applicable refund service fee from the refund amount payable to you. In the event of a refund to you after the above deductions, the relevant amounts will be transferred back by the party which received the original payment, to the card used to carry out the original purchase / booking. Any service fees applied will not be eligible for reimbursement. It is important to note that refunds will only be paid to you after we have received the relevant funds back from the airline and that we are not responsible for the airline’s failure to pay.
All flight tickets sold via our website are e-tickets. Once you have made your booking, an electronic entry is made in the airline reservation system. For each booking, we will send you the booking confirmation number and any other details needed for your flight. Please make sure that you check the relevant rules and regulations of the airline in advance. Bear in mind that you must present your e-ticket at check-in for your flight.
It is solely your responsibility to check that all of the information entered during the booking procedure is correct and accurate. Such information includes (but is not limited to) the correct passenger names (which must match the names on your passports / IDs), flights, dates and travel itinerary. If any information is incorrect, it is your responsibility to notify us as soon as you spot it, and we will provide all possible assistance on our part to correct any errors. However, please note that this process may incur charges, both by us and by the airline.
Keep in mind that airlines have their own rules and regulations concerning e-tickets. We are not responsible for non-compliance with these rules and regulations on your part, and you are hereby advised to check them thoroughly with your airline prior to travelling.
In the unlikely event of us being unable to provide information about confirmed bookings to the airline, due to ticketing restrictions beyond our control, we will notify you as soon as possible of confirmation and arrange any other available alternative. Should you opt for an alternative provision, which is more expensive than your original booking, you will be required to cover the price difference.
Flight options are provided outside our website. If you select a low cost airline, your contract will be with the respective low-cost airline, and you will consequently be subject to their terms and conditions.
Please be advised that low cost airlines often charge additional fees for checked baggage, airport check-in, specific seating requests, food / drink etc. Any such charges are not included in the price of your flight ticket, unless indicated otherwise. You should make sure you check your baggage allowance and/or other restrictions which may apply, by visiting the airline's website. We are not liable for any additional costs incurred as per above, and we encourage you to contact the respective airline to enquire about any additional services and charges.
We strongly recommend that you check your airline’s baggage policy, as airlines have different allowances and policies. This may also be included in the flight information contained in the email sent to you after booking, or in the e-ticket itself.
Low-cost airlines usually do not include baggage control during the flight reservation process. This may result to such airlines imposing you extra charges if you add extra baggage at the airport; we therefore recommend adding them on line before your flight. Certain full-service airlines offer lower rates if you don’t carry baggage. We therefore recommend checking the flight details, in order to determine if luggage is included in your fare; if it is not included, you will have to add it. In most cases, this service is available via the airline’s website, once you have completed the booking process. Please note that often the cost of adding luggage is higher at the airport, so we suggest adding it before you check in.
11. Unaccompanied minors
Unaccompanied minors are defined as children aged above 5 and under 12, who travel alone. In any case, we recommend checking with your airline, as the age varies, depending on the airline's relevant policies. Some airlines provide supervision services for minors, or require them, from the beginning of boarding until they reach their destination. This is called unaccompanied minor service, it must first be approved by the airline and it usually includes a fee. Bear in mind that unaccompanied minors policies differ amongst airlines. Depending on the airline, unaccompanied minor service is usually mandatory for children (between 5-14 years of age), but optional for teenagers (between 15-17 years of age). Make sure that you check with the airline for specific relevant terms, fees and services. Booking for unaccompanied minors is only available via phone.
Children under the age of 5 are often excluded from the unaccompanied minor service, and must be accompanied on the same flight and in the same compartment by an older passenger. Passengers between 12 and 17 years of age, although considered adults as far as fares are concerned, they are not eligible to accompany unaccompanied minors on their own. The airline will usually enquire as to who is delivering the minor at the airport of boarding and who is meeting the minor at the destination, and will require proof of identification for the receiving adult.
12. Passport, Visas and Health Requirements
It is solely your responsibility to comply with all passport, visa and other immigration requirements applicable to your itinerary. The requirements for obtaining visas, transit visas and entry formalities vary from country to country, and are subject to changes without any notice. For relevant information, you are advised to contact not only the Embassy or Consulate of your destination country, but also the Embassies or Consulates of all countries listed in your itinerary, as well as the airline.
You should confirm with the competent Embassies and/or Consulates well in advance of travel whether the destination(s) that you are planning to visit require a visa. You must remember to include all transit points in your journey, as they may also require you to obtain a visa. We will not be held responsible if you are not allowed to travel due to your non-compliance with any such requirements; the same applies even if we provide you with advice or assistance regarding this matter.
You are hereby strongly advised that your Passport is valid for at least six months after your scheduled return date, in order to avoid having identification issues during your travel. You should also remember that certain countries require that the travelers’ passports expire at least 3-12 months after the time of arrival.
You agree to compensate us, our associates, our Third Providers, and any such parties’ employees and agents from and against any claims, causes of action, demands, losses, damages, or other costs (including reasonable legal and accounting fees) brought against us by you or by third parties as a result of: (a) your violation of these Terms and Conditions, (b) your breach of any law and/or rights of any third party, or (c) your use of our website.
14. Copyright, trademark and software on this website
All content included on our site, such as text, graphics, images, logos, icons, button icons, audio / video clips and software ("Content") is the property of Utopia FZE or the property of our Third Providers, and is protected by international copyright and other intellectual property laws. The intellectual property rights which subsist in the compilation (ie the presentation, selection, collection, arrangement, and assembly) of all Content on our website are the exclusive property of the company managing and operating this website, and are protected by international copyright and other intellectual property laws. All software available on our website is the copyrighted product of Utopia FZE or of our Third Providers and is protected by international copyright and other intellectual property laws. Any use of this Content and/or software, other than in accordance with these Terms and Conditions, including the reproduction, modification, distribution, transmission, republication, display or performance of the Content on this site is strictly prohibited, unless expressly authorised by us. Certain software and content found on our website are owned or licensed by us or our Third Providers, and therefore its use by you may be subject to additional conditions.
15. Third-Party websites
Our website may contain links to third party websites, which we provide only as a convenience to you. You should take all appropriate security measures to ensure that whatever links you access are free of viruses, worms, trojan horses or other malware. The display of these links on our website does not imply that we endorse such websites, or any included content. We are not responsible for such websites or content or any data privacy practices of such websites.
16. Warranties / Disclaimers / Limitation of liability / Applicable law
The services, products, information and software provided by us or our Third Providers or published on our website may include errors, including pricing errors. We and our associates do not guarantee the accuracy of such information, and disclaim all liability for any errors or other inaccuracies relating to such information, including – but not restricted to – the pricing, images / photographs, general product descriptions, etc. We expressly reserve the right to correct any pricing errors on our website and / or on pending reservations made under an incorrect price. In such event, if possible, we will offer you the opportunity to keep your pending reservation at the correct price, or we will cancel your reservation without penalty.
Any ratings concerning the services / products of Third Providers are intended only as guidelines, and we do not guarantee the accuracy of the ratings. We also cannot guarantee the availability of specific services / products, and we make no representations about the suitability of the services, products, information and software provided by us or contained on our website, and their offering by us does not imply our endorsement or recommendation of them. All such services, products, information and software are provided “as is”, without warranty of any kind. We disclaim all warranties that our website, its servers or any email sent from us or our Third Providers are free of viruses or other harmful components. We hereby disclaim all warranties and conditions with regard to these services, products, information and software, including all implied warranties and conditions of merchantability, suitability for a particular purpose, title, and non-infringement.
The Third Providers offering travel or other services on this website are independent contractors, and not agents or employees of us. We are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such Third Providers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. We accept no liability and will offer no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond our control, and we have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We will also not be held responsible for any direct, indirect, punitive, incidental, special, or consequential damages arising out of, or in any way connected with, your access to, use of or display of this website or of our services, or connected with the delay or inability to access, use or display our website, whether based on a theory of negligence, contract, tort, strict liability, or otherwise, and even if we have been advised of the possibility of such damages.
If, despite the above limitation, we are found liable for any loss or damage which arises out of or in any way connected with any of the occurrences described above, then our liability will in no event exceed, in the aggregate, the greater of: (a) the service fees you paid to us in connection with such transaction(s) on this website, or (b) USD50. The limitation of liability reflects the allocation of risk between the parties. The limitations specified in this section will survive and apply even if any limited remedy specified in these terms is found to have failed of its essential purpose.
These terms and conditions, the provision of our services and the use of this website shall be governed by and construed in accordance with Greek law, and any dispute arising out or relating to these general terms and conditions, the provision of our services and the use of this website shall be submitted to the exclusive jurisdiction and venue of the competent courts of Athens, Greece.
17. Contact / Correspondence
All contact with us regarding customer service or your booking should be made through our email: firstname.lastname@example.org, or on the following telephone numbers: +971 (0)509 154 100.
18. Other terms and conditions
These Terms and Conditions contain the entire agreement between the parties in relation to its subject matter. Should at any time any part of these Terms and Conditions be held to be or becomes void, invalid or otherwise unenforceable for any reason under any applicable law, it shall be deemed omitted from these Terms and Conditions, and the validity and enforceability of the remaining provisions of these Terms and Conditions shall not be affected, limited or impaired in any way as a result of that omission.