1. Introduction

Welcome to Epic Travel LLC (“Epic Travel”, “we”, “us” or “our”). These Terms & Conditions govern your access to and use of our website, www.epictravel.ae, and the travel-related services we offer.

Epic Travel LLC is a travel management company based in Dubai, United Arab Emirates (UAE), providing travel-related services, including tours and excursions, holiday packages, flight bookings, hotel reservations, visa assistance, transfers, destination experiences and corporate travel and MICE services.

By accessing our website, submitting an enquiry or making a booking through us, you agree to these Terms & Conditions and any additional terms applicable to your selected service. If you do not agree, please discontinue use of the website.

2. Eligibility and Customer Responsibilities

You must have the legal capacity to enter into a binding agreement to make a booking. If you book on behalf of another traveller, you confirm that you are authorised to provide their information and accept the applicable terms on their behalf.

You agree to:
• Provide accurate, complete and up-to-date personal, contact and travel information.
• Verify all names, dates, destinations and other booking details before confirming a reservation.
• Ensure that all travellers have valid travel documents, visas, permits and any other required authorisations.
• Comply with the laws, immigration requirements, safety instructions and local regulations applicable to your journey. • Inform us promptly of any changes that may affect your booking.

Epic Travel is not responsible for issues arising from inaccurate or incomplete information supplied by the customer, subject to applicable law.

3. Our Services

Epic Travel may facilitate bookings and arrangements for travel experiences, sightseeing tours, holiday packages, flights, accommodation, airport transfers, visa-related services, destination activities, business travel and meetings, incentives, conferences and exhibitions (MICE).

The availability, inclusions, exclusions, duration, eligibility requirements and conditions of each service will be specified in the relevant quotation, service description, booking confirmation or supplier terms.

Some services are provided directly by Epic Travel, while others are supplied by independent airlines, hotels, tour operators, transport providers, attractions, visa-processing partners and other third parties.

Where a service is provided by a third-party supplier, its applicable booking conditions will also apply. We will communicate material conditions relevant to your booking where applicable.

4. Enquiries, Quotations and Booking Confirmation

An enquiry or quotation does not, by itself, guarantee availability or constitute a confirmed booking.

Prices and availability may change until the booking is confirmed by the relevant supplier and any required payment or deposit has been received.

A booking will be considered confirmed when Epic Travel or the relevant supplier issues written confirmation, subject to the terms stated in that confirmation.

Customers should carefully review all booking documents, including travel dates, passenger names, room categories, service inclusions, departure times, cancellation conditions and payment requirements.

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Please contact us promptly if you identify any discrepancy.

5. Prices, Taxes and Payment

All prices will be quoted in the currency stated in the relevant offer or booking confirmation.

Prices may be affected by supplier rates, availability, exchange-rate movements, taxes, government charges and other applicable fees. Any additional charges applicable to your booking will be communicated where required.

Payment must be made using the payment methods and within the deadlines specified by Epic Travel or the relevant supplier.

Your booking may be released, suspended or cancelled if the required payment is not received by the stated deadline, subject to applicable law and the disclosed booking conditions.

Where payment is processed through a third-party payment provider, that provider's applicable terms may also apply. Epic Travel does not request that customers disclose payment-card security codes or account passwords by email.

A valid invoice or payment confirmation will be provided as applicable.

6. Amendments, Cancellations and Refunds

Amendment, cancellation and refund conditions vary depending on the service, supplier, booking category and time remaining before travel.

Before completing a booking, customers should review the specific cancellation and refund conditions provided in the offer, checkout process, invoice or booking confirmation.

• Customer cancellations: Cancellation charges or non-refundable amounts may apply where disclosed in the applicable booking terms.

• Amendments: Changes to passenger names, travel dates, accommodation, flights or activities may incur supplier fees, fare differences or additional service charges.

• Supplier cancellations: If a supplier cancels or materially changes a service, the available alternatives or refund entitlement will be handled in accordance with the applicable booking terms and law.

• Refund processing: Approved refunds will be processed through the relevant payment channel or supplier, as applicable. Processing times may depend on the payment provider, bank or supplier.

• No-shows and unused services: Failure to attend or use a booked service may result in charges under the applicable supplier conditions.

Please contact Epic Travel as soon as possible to request an amendment or cancellation. We will explain the applicable conditions and any known charges.

Nothing in this section excludes or restricts any refund or other right that cannot lawfully be excluded under applicable consumer protection law.

7. Flight Bookings

Flight reservations are subject to airline fare rules, ticket conditions, baggage allowances, check-in deadlines and other airline requirements.

Customers are responsible for checking passenger names, passport details, travel dates, baggage entitlements, transit requirements and airport information before departure.

Airlines may change schedules, routes, aircraft, terminals or other operational arrangements. If a flight is delayed, cancelled or changed, the applicable airline conditions and relevant legal rights will govern the available remedies.

Any ticket amendment, cancellation, refund or reissue will be subject to the applicable fare rules and airline procedures. Epic Travel will provide reasonable booking assistance within the scope of the services agreed with the customer.

8. Hotel Reservations and Accommodation

Hotel bookings are subject to the property's availability, check-in and check-out times, occupancy limits, age requirements, identification requirements, deposit policies and other conditions.

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Room categories, views, bedding configurations, meal plans and amenities are subject to the confirmed booking details and the property's policies.

Special requests are not guaranteed unless expressly confirmed.

Customers are responsible for any additional personal expenses, deposits, local charges or incidental costs that are not included in the confirmed booking price.

9. Tours, Activities and Transfers

Tours, excursions, attraction tickets and transfers are subject to the relevant operator's schedules, operational requirements, safety rules and participation conditions.

Customers must arrive at the designated meeting point on time and follow the instructions provided by the operator.

Certain activities may have age, health, fitness, weight, height or other participation restrictions. Customers must review these requirements before booking and disclose relevant information where necessary for safe participation.

Outdoor activities and excursions may be affected by weather, traffic, safety concerns, government instructions or other circumstances beyond our control.

Where an activity or transfer is changed, delayed or cancelled, available alternatives, credits or refunds will be determined by the applicable booking terms and legal requirements.

10. Visa Assistance and Travel Documentation

Epic Travel may assist customers with visa enquiries, document preparation, application submission or coordination with relevant service providers, depending on the service purchased.

Visa decisions are made by the relevant embassy, consulate, immigration authority or other competent government body. Epic Travel does not guarantee visa approval, a particular processing time or admission into any country.

Customers are responsible for providing genuine, accurate and complete documents, paying applicable government and processing fees, and complying with the relevant authority's requirements.

Visa fees, application charges and service fees may be non-refundable where the relevant terms or official rules so provide. Any such conditions will be disclosed where applicable.

Customers must verify passport validity, visa requirements, transit permissions and entry conditions before travelling. A visa or travel authorisation does not necessarily guarantee entry.

11. Passports, Immigration and Health Requirements

Customers are responsible for ensuring that they and their travelling companions hold the required passports, visas, permits, vaccinations or other documentation applicable to their itinerary.

Entry, transit and exit requirements may change without notice. Customers should consult official government and immigration sources before departure.

Epic Travel can provide reasonable assistance within the scope of the agreed service but does not control decisions made by border officials, immigration authorities or public authorities.

12. Third-Party Suppliers

Epic Travel may act as a booking intermediary for independent suppliers.

Third-party services may be governed by separate terms, conditions, safety policies and cancellation rules. Customers must comply with those requirements.

We will take reasonable steps to coordinate the services we arrange. However, we do not control independent suppliers' day-to-day operations, facilities or decisions.

Nothing in these Terms removes any responsibility or liability that applicable law imposes on Epic Travel for services it provides or obligations it undertakes.

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13. Customer Conduct and Website Use

You agree not to:
• Use the website for unlawful, fraudulent or unauthorised purposes.
• Submit false information or make bookings using another person's details without authorisation.
• Interfere with the website's security, availability or normal operation.
• Attempt to gain unauthorised access to our systems or other users' information.
• Copy, reproduce or commercially exploit website content without permission, except where permitted by law.

We may restrict or suspend website access where reasonably necessary to protect our systems, customers or legitimate business interests, subject to applicable law.

14. Intellectual Property

Unless otherwise stated, the website's text, branding, graphics, logos, design elements and other content are owned by or licensed to Epic Travel or the relevant rights holder.

You may view and use the website for personal, non-commercial purposes. You may not reproduce, distribute, modify or commercially use protected content without prior permission, except as permitted by law.

Third-party names, trademarks and logos remain the property of their respective owners.

15. Website Accuracy and Availability

We aim to keep website information accurate and current. However, descriptions, prices, availability, photographs and other information may change or contain unintentional errors.

Information on the website is subject to confirmation at the time of booking. A specific booking confirmation will govern the details of the service purchased, together with any applicable supplier conditions and mandatory legal rights.

We do not guarantee uninterrupted or error-free website access. We may update, maintain or modify website features when necessary.

16. Liability

Epic Travel will perform its obligations in accordance with the applicable booking terms and relevant law.

To the extent permitted by law, we are not responsible for losses arising solely from circumstances outside our reasonable control, including supplier operational decisions, government restrictions, severe weather, transport disruptions or events beyond reasonable control.

Nothing in these Terms excludes or limits liability for fraud, wilful misconduct, negligence where liability cannot lawfully be excluded, breach of mandatory consumer rights, or any other liability that cannot legally be restricted.

Any applicable limitation of liability must be interpreted consistently with the laws governing the relevant transaction.

17. Force Majeure

Neither party will be considered in breach solely because performance is prevented or materially delayed by exceptional circumstances beyond its reasonable control, such as natural disasters, severe weather, epidemics, war, civil unrest, government restrictions or major transport disruptions.

The affected party should notify the other party as soon as reasonably practicable. Any rescheduling, cancellation, refund or alternative arrangement will be handled under the applicable booking terms and mandatory legal requirements.

18. Privacy and Personal Information

Our collection and use of personal information are explained in our Privacy Policy, available on our website.

By submitting personal information, you acknowledge that it may be processed as necessary to respond to your enquiry, manage your booking, provide requested services, meet legal obligations and perform other disclosed purposes in accordance with applicable law.

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Please do not submit personal information belonging to another individual unless you are authorised to do so.

19. External Links

Our website may contain links to third-party websites or services for your convenience. We do not control independent websites and are not responsible for their content, security or privacy practices.

You should review the relevant third party's terms and privacy policy before using its services.

20. Complaints and Dispute Resolution

If you have a concern about a booking or service, please contact Epic Travel with your booking reference and relevant details so that we can review the matter.

We will make reasonable efforts to resolve complaints promptly and fairly.

If a dispute cannot be resolved informally, it may be referred to the competent courts or authorities in accordance with applicable law. Nothing in these Terms removes any statutory right to submit a consumer complaint or pursue a lawful remedy.

21. Governing Law

These Terms are intended to be governed by the applicable laws of the United Arab Emirates, subject to any mandatory laws and consumer protections that apply to the particular booking or customer.

Any dispute will be handled by the competent court or authority under applicable law.

22. Changes to These Terms

We may update these Terms from time to time to reflect changes to our services, website operations or legal requirements.

The revised version will be published on this page with an updated revision date. Changes will apply as permitted by law and will not retrospectively remove rights already accrued under a confirmed booking.

23. Contact Us

For questions about these Terms & Conditions, bookings, amendments or complaints, please contact:

Epic Travel LLC

Shop No. 01, Nassar Khamis Alsuwaidis Building, Alfahidi Street, Bur Dubai, Dubai, United Arab Emirates Email: info@epictravel.ae
Telephone: +971 4 379 7555
WhatsApp: +971 54 445 1305
Website: https://www.epictravel.ae

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