Customer terms of service
Customer terms of service
Table of contents
A. All Travel Experiences
B. Accommodations
C. Attractions
D. Car rentals
E. Flights
F. Private and Public Transport
Limu256.com dictionary
A. All Travel Experiences
A1. Definitions
A2. About these terms
A3. About Limu256.com
A4. Our Platform
A5. Our values
A6. Prices
A7. Payment
A8. Policies
A9. Privacy and cookies
A10. Accessibility requests
A11. Insurance
A12. Genius
A13. Rewards, Credits & Wallet
A14. Intellectual property rights
A15. What if something goes wrong?
A16. Communication with the Service Provider
A17. Measures against unacceptable behaviour
A18. Limitation of liability
A19. Arbitration agreement
A20. Linked travel arrangements
A1. Definitions
1. Some of the words you’ll see have very specific meanings, so please check out the ‘Limu256.com dictionary’ at the end of these Terms.
A2. About these terms
1. When you complete your Booking, you accept these Terms and any other terms that you’re provided with during the booking process. These Terms include an agreement to mandatory binding individual arbitration, which means that you agree to submit most disputes related to our Platform, the use of the services on our Platform, or these Terms to binding arbitration rather than proceeding in court. You may opt-out of this arbitration agreement only by following the procedures in A19 below. These Terms also include a class action and jury waiver.
2. If anything in these Terms is (or becomes) invalid or, unenforceable:
It will still be enforced to the fullest extent permitted by law
You will still be bound by everything else in the Terms.
2. These Terms are laid out like this:
Section A: general terms, for all types of Travel Experiences.
Sections B to F: specific terms, for just one type of Travel Experience:
Section B: Accommodations
Section C: Attractions
Section D: Car rentals
Section E: Flights
Section F: Private and Public Transport
If there’s any mismatch between general and specific terms, the specific terms will apply.
3. The English version of these Terms is the original. If there’s any dispute about the Terms, or any mismatch between the Terms in English and in another language, the Terms as they appear in English will apply. (You can change the language at the top of this page.)
A3. About Limu256.com
1. When you book an accommodation, flight or attraction, Limu256.com provides and is responsible for the Platform – but not the Travel Experience itself (see A4.4 below).
2. When you book a rental car, or private or public transport, Limu256.com provides and is responsible for the Platform – but not the Travel Experience itself (see A4.4 below).
A4. Our Platform
1. We take reasonable care in providing our Platform, but we can’t guarantee that everything on it is accurate (we get information from the Service Providers). To the extent permitted by law, we can’t be held responsible for any errors, any interruptions, or any missing bits of information – although we will do everything we can to correct/fix them as soon as we can.
2. Our Platform is not a recommendation or endorsement of any Service Provider or its products, services, facilities, vehicles, etc.
3. We’re not a party to the terms between you and the Service Provider. The Service Provider is solely responsible for the Travel Experience.
4. To make a Booking, you may need to create an Account. Please make sure all your info (including payment and contact details) is correct and up to date, or you might find you can’t access your Travel Experience(s). You’re responsible for anything that happens with your Account, so please don’t let anyone else use it, and please keep your username and password secret.
5. We will show you the offers that are available to you, in (what we think is) the right language for you. You can change to another language whenever you like.
6. Unless otherwise indicated, you need to be at least 16 to use the Platform.
A5. Our values
1. You will:
• Abide by Our values
• Comply with all applicable laws
• Cooperate with any anti-fraud/anti-money laundering checks we need to carry out
• Not use the Platform to cause a nuisance or make fake Bookings
• Use the Travel Experience and/or Platform for their intended purpose
• Not cause any nuisance or damage, and not behave inappropriately to the Service Provider’s personnel (or anyone else, for that matter).
A6. Prices
1. When you make a Booking, you agree to pay the cost of the Travel Experience, including any charges and taxes that may apply.
2. Some of the prices you see may have been rounded to the nearest whole number. The price you pay will be based on the original, ‘non-rounded’ price (although the actual difference will be tiny anyway).
3. Obvious errors and misprints are not binding. For example: if you book a premium car or a night in a luxury suite that was mistakenly offered for 10Ush, we may simply cancel that Booking and refund anything you’ve paid.
4. A crossed-out price indicates the price of a like-for-like Booking without the price reduction applied (‘like-for-like’ means same dates, same policies, same quality of accommodation/vehicle/class of travel, etc.).
A7. Payment
1. For some products/services, the Service Provider will require an Upfront Payment and/or a payment taken during your Travel Experience.
• If we organise your payment, we will be responsible for managing your payment and ensuring the completion of your transaction with our Service Provider. In this case, your payment constitutes final settlement of the ‘due and payable’ price.
• If the Service Provider charges you, this will usually be in person at the start of your Travel Experience, but it could also be (for example) that your credit card is charged when you book, or you pay when you check out of your Accommodation. This depends on the Upfront Payment policy of the Service Provider as communicated to you in the booking process.
2. If the Service Provider requires an Upfront Payment, it may be taken or pre-authorised when you make your Booking, and it may be non-refundable. So before you book, please check the Service Provider’s Upfront Payments policy (available during the booking process), which we don’t influence and aren’t responsible for.
3. If you know of or suspect any fraud or unauthorised use of your Payment Method, please contact your payment provider, who may cover any resulting charges, possibly minus an excess.
4. If the currency selected on the Platform isn’t the same as the Service Provider’s currency, we may:
• Show prices in your own currency
• Offer you the Pay In Your Own Currency option.
You’ll see our Currency Conversion Rate during checkout, in the Booking details of your Account, or (if you don’t have an Account) in the email we send you. If we charge you fees in connection with any such services, you’ll find the fee expressed as and percentage over European Central Bank rates. Your card issuer may charge you a foreign transaction fee.
5. We will store your Payment Method details for future transactions after collecting your consent.
A8. Policies
1. When you make a Booking, you accept the applicable policies as displayed in the booking process. You’ll find each Service Provider’s cancellation policy and any other policies (about age requirements, security/damage deposits, additional supplements for group Bookings, extra beds, breakfast, pets, cards accepted, etc.) on our Platform: on the Service Provider information pages, during the booking process, in the fine print, and/or in the confirmation email or ticket (if applicable).
2. If you cancel a Booking or don’t show up, any cancellation/no-show fee and any refund will depend on the Service Provider’s cancellation/no-show policy.
3. Some Bookings can’t be cancelled for free, while others can only be cancelled for free before a deadline.
4. If you book a Travel Experience by paying in advance (including all price components and/or a damage deposit if applicable), the Service Provider may cancel the Booking without notice if they can’t collect the balance on the date specified. If they do, any non-refundable payment you’ve made will only be refunded at their discretion. It’s your responsibility to make sure the payment goes ahead on time (that your bank, debit card or credit card details are correct, and that there’s enough money available in your account).
5. If you think you’re not going to arrive on time, please contact your Service Provider and tell them when they can expect you, so they don’t cancel your Booking. If you’re late, we are not liable for the consequences (e.g. the cancellation of your Booking, or any fees the Service Provider may charge).
6. As the person making the Booking, you are responsible for the actions and behaviour (in relation to the Travel Experience) of everyone in the group. You are also responsible for obtaining their permission before providing us with their personal data.
A9. Privacy and cookies
1. If you book an accommodation, flight, or attraction, please see our Privacy and Cookies Statement for more information on privacy, cookies, and how we might contact you and process personal data
2. If you book ground transport, please see the Privacy Statement as appropriate to find out how we process your personal data.
A10. Accessibility requests
1. If you have any accessibility requests:
• About our Platform and/or services, please contact our Customer Service team
• About your Travel Experience (wheelchair access, walk-in baths, etc.), please contact your Service Provider – or the airport, train station, etc.
A11. Intellectual property rights
1. Unless otherwise stated, all rights in our Platform (technology, content, trademarks, look & feel, etc.) are owned by Limu256.com (or its licensors) and by using our Platform you agree to do so for its intended purpose only and respecting the conditions set out below in paragraphs A11.2 and A11.3.
2. You’re not allowed to monitor, copy, scrape/crawl, download, reproduce or otherwise use anything on our Platform for any commercial purpose without written permission of Limu256.com or its licensors.
3. We keep a close eye on every visit to our Platform, and we’ll block anyone (and any automated system) we suspect of:
• Using any device or software to gather prices or other information
• Doing anything that places undue stress on our Platform.
4. By uploading any picture to our Platform (with a review, for example), you’re confirming that it complies with our criteria and that:
• It’s truthful (you haven’t altered the picture, for example, or uploaded a picture of a different property)
• It doesn’t contain any viruses
• You’re allowed to share it with us
• We’re allowed to use it on our platform and in relation to further commercial purposes (including in a promotional context), everywhere, forever (when you let us know we can no longer use it we will consider any such reasonable request)
• It doesn’t infringe the privacy rights of other people
• You accept full responsibility for any legal claims against Booking.com related to it.
5. Just to make it clear: we’re not responsible and liable for any picture uploaded to our Platform, we’re allowed to remove any picture upon our discretion (for instance, if we detect that a picture does not meet the above criteria).
A12. What If something goes wrong?
1. If you have a query or complaint, please contact our Customer Service team. You can do this by accessing your Booking, or through our app, or through our Help Centre (where you’ll also find some useful FAQs). You can help us help you as quickly as possible – by providing:
• Your Booking confirmation number, your contact details, your PIN code (if you have one) and the email address you used when you made your Booking
• A summary of the issue, including how you’d like us to help you
• Any supporting documents (bank statement, pictures, receipts, etc.)
2. All queries and complaints are recorded, and the most urgent ones are treated as highest priority.
3. We do try to resolve disputes internally, and we’re not obliged to submit to any alternative dispute resolution procedures handled by independent providers.
A13. Communication with the Service Provider
1. We may help you communicate with your Service Provider, but we can’t guarantee that they’ll read anything from you, or that they’ll do what you ask. In itself, the fact that you contact them, or that they contact you, doesn’t mean you have any grounds for legal action.
A14. Measures against unacceptable behaviour
1. We have the right to stop you making any Bookings, to cancel any Bookings you’ve already made, and/or to stop you using our Platform, our Customer Service, and/or your Account. Of course, we’ll only do this if, in our opinion, there’s a good reason to – for example:
• Fraud or abuse
• Non-compliance with Our values, or with applicable laws or regulations
• Inappropriate or unlawful behaviour (e.g. violence, threats or invasion of privacy) in relation to us, any of the companies we work with – or anyone else, for that matter.
2. If we cancel a Booking as a result, you won’t be entitled to a refund. We may tell you why we’ve cancelled your Booking, unless telling you would (a) contravene applicable laws and/or (b) prevent or obstruct the detection or prevention of fraud or other illegal activities. If you believe we have incorrectly cancelled your Booking, please contact our Customer Service team.
A15. Limitation of liability
1. These Terms only limit our responsibilities as allowed by applicable law. Specifically, these Terms don’t limit our (or the Service Provider’s) liability for our (or their) own negligence that leads to death or personal injury, fraud, fraudulent misrepresentation, gross negligence, or willful misconduct. Other than the rights and responsibilities described in this section, we won’t be responsible for any other losses, unless they’re caused by our breach of these terms. By way of example, this means that we are not liable for any:
• Indirect or consequential loss or damage
• Loss of profits, use, data, revenues, business opportunities, or goodwill
• Special, punitive, or exemplary damages
• Inaccurate information about a Service Provider
• Product, service or action of a Service Provider or other business partner
• Mistake in an email address, phone number or credit card number (unless it’s our fault)
• Force majeure or event beyond our control.
2. If you are in breach of these Terms and/or the Service Provider’s terms:
• We won’t be liable for any costs you incur as a result, and
• You won’t be entitled to any refund.
3. The most that we, or any Service Provider, will be liable for, whether for one event or a series of connected events, is the cost of your Booking, as set out in your confirmation email. These limitations of liability shall apply regardless of the form of action, whether based on contract, tort, negligence, strict liability or any other legal theory.
4. Except as expressly stated in these Terms, no representation, warranties or undertakings are given in relation to Service Providers’ products and services – and we accept no responsibility for ensuring that they are suitable for your purposes (which remains solely your responsibility). To the fullest extent permitted by law, we disclaim all representations and warranties, including, but not limited to, warranties of merchantability and fitness for a particular purpose. We do not warrant or make any representations that our website will operate error-free or uninterrupted, that defects will be corrected, or that the website and/or its servers will be free of viruses and/or other harmful components. We do not warrant or make any representations regarding suitability, availability, accuracy, reliability, or timeliness of any material of any kind on the website for any purpose, including software, services, information, text and related graphics content. You agree that you use our website and services at your own risk. You understand and agree that we are not responsible or liable for any misuse or unauthorized use of our website or services, or any consequences arising out of such misuse or unauthorized use.
5. Just to make it clear: nothing in these Terms will entitle any third party other than the Service Provider to anything.
A16. Arbitration agreement*Solo, review all this.
Please read this arbitration agreement carefully. It affects rights that you may otherwise have. It provides for resolution of most disputes through binding arbitration instead of court trials and class actions. This arbitration agreement will survive termination of these Terms.
Limu256.com is committed to customer satisfaction. We will try to resolve any concerns or problems with our services that you have. If we are unsuccessful, you may pursue a claim against Limu256.com as explained in this arbitration agreement. This arbitration agreement lays out: (1) the initial process you must follow by reporting your claim to Limu256.com prior to filing any arbitration or lawsuit in accordance with this arbitration agreement; and, if we are unable to resolve your claim, (2) the recourse that you have in arbitration or, in limited circumstances, in court.
1. Governing Law and Jurisdiction
You and we agree that this arbitration agreement evidences a transaction in interstate commerce and will be interpreted and enforced in accordance with The Arbitration and Conciliation Act of the Republic of Uganda . This arbitration agreement and these Terms are made under and will be governed by and construed in accordance with the Arbitration and Conciliation Act 2008 of Uganda. Any disputes or claims not subject to arbitration, as set forth in this section, will be resolved exclusively in the courts of Uganda and you and we consent to personal jurisdiction in those courts. To the extent that applicable local law prevents your dispute from being resolved in those courts, then you can file that dispute in your local courts.
2. Scope
This arbitration agreement is intended to be given the broadest interpretation and application to encompass all disputes or Claims (as defined below) arising between us. By using this Platform, you agree that any and all Claims (as defined below) arising out of or relating to your use of this Platform, or other services provided by Limu256.com in connection with your use of this Platform (including the interpretation and scope of this arbitration agreement and the arbitrability of the dispute), or your relationship with us or affiliate company or companies (whether based in contract, tort, statute, fraud, misrepresentation or any other legal theory) unless expressly excluded from arbitration as set forth below (each a “Claim” and collectively “Claims”), will be resolved via mandatory, binding arbitration.
3. Opt Out Procedure
Notwithstanding the above in the event that arbitration fails, you may opt out of this binding arbitration agreement within 30 days after this arbitration agreement comes into effect (the “Opt Out Deadline”) . This will be the earliest of (a) the date you first used our Platform, (b) the date you first used our services or (c) the date you started a relationship with us. You may opt out of the arbitration agreement by sending us a written notice with the message: “Arbitration – Opt-Out Notice”.
We must receive your opt out notice no later than 3 days after the Opt Out Notice for it to be valid. You agree that you must pursue any and all Claims in arbitration if we do not receive an opt-out notice from you, or if we receive an opt-out notice from you more than 3 days after the Opt Out Deadline.
Nothing in this arbitration agreement shall be read to create any legal rights that do not otherwise exist under the law or constitute any waiver of any personal jurisdiction defense, nor shall this arbitration agreement give you the right to pursue any claim for relief that is not cognizable under the law.
4. Pre-Dispute Resolution
Prior to initiating any dispute or Claim, as discussed further below, you must first give us an opportunity to resolve any complaints you have by submitting them in writing. Your message beginning the Internal Review Procedure must contain the following information: (1) your name, (2) your address, (3) the email address you used to make your reservation, (4) your reservation number, (5) the date of your reservation, (6) the name of the property that you reserved, (7) a brief description of the nature of your complaint, and (8) the resolution that you are seeking (together, the “Required Information”). Additionally, the message must start with “Request Under Arbitration Agreement.” If your message does not start with this text, or if it does not contain all of the Required Information (or an explanation of why you are unable to include any of the Required Information), then you have not effectively begun the Internal Review Procedure, which you must do before initiating any arbitration or other legal action against Limu256.com . This requirement is intended to inform us that you have a dispute you want to resolve with us. If we are not able to resolve your complaint within 60 days of your starting the Internal Review Procedure, you may seek relief as laid out in this arbitration agreement.
5. Arbitration Procedure
Arbitration shall be initiated through and administered by an independent arbitrator. Should the arbitrartor decline to administer the arbitration or otherwise be unable to administer the arbitration for any reason, you agree that Limu256.com will select an alternative arbitral forum, and that you will agree in writing to administration of the arbitration by the alternative arbitral forum selected by Limu256.com
We agree that both parties will pay all filing, administration and arbitrator fees other than the initial filing fee that you must pay to file the initial arbitration demand. In the event that you are able to demonstrate that the costs of arbitration will be prohibitive as compared to costs of litigation, Limu256.com will pay as much of your filing fee in connection with the arbitration as the arbitrator deems necessary to prevent the arbitration from being cost-prohibitive as compared to the costs of litigation. Otherwise, we will each bear the fees and expenses of our respective attorneys, experts, witnesses and preparation and presentation of evidence at the arbitration.
Arbitration will be conducted in accordance with the rules, including the Uganda's Arbitration and Conciliation Act or as modified by this arbitration agreement. If there is a conflict between the rules and this arbitration agreement, the terms of this arbitration agreement will govern.
The arbitration will be conducted by one arbitrator, who will be appointed by both parties or an independent agreed upon arbitration centre. You agree that the arbitration will be conducted in the English language. For claims under UGX100,000, the arbitration will not involve any personal appearance by the parties or witnesses but will instead be conducted based solely on written submissions, unless you request an in-person or telephonic hearing or the arbitrator determines that an In-person or telephonic appearance is required. In the case of a hearing, the presumption shall be in favor of a telephonic hearing, unless the arbitrator determines that a party’s right to a fundamentally fair process would be impaired without an in-person hearing. In the case of an in-person hearing, the hearing shall be conducted in a mutually convenient location. Limu256.com will ordinarily request that the hearing be held in Kampala, Uganda. You may petition the arbitrator to select an alternative location for the hearing. The arbitrator’s selection of a hearing location shall be final and binding. You agree that in the event of an in-person hearing, any Limu256.com employee or affiliate who is based outside of the Republic of Uganda and who is participating in the hearing may participate by telephone or video conference, and his or her physical presence will not be required.
Any arbitration will be confidential, and neither you nor we may disclose the existence, content or results of any arbitration, except as may be required by law or for purposes of enforcement of the arbitration award. Judgment on any arbitration award may be entered in any court having proper jurisdiction.
Ordinarily, pre-hearing information exchange will be limited to the reasonable production of non-privileged documents directly relevant to the dispute. Unless the arbitrator determines that an additional form of information exchange is necessary to provide for a fundamentally fair process, those documents will be limited to your booking and communications directly about that booking among you, Booking.com, and the accommodation(s) that are the subject of your dispute with Limu256.com . Any issues regarding discovery, or the relevance or scope thereof, will be determined by the arbitrator, and the arbitrator’s determination will be conclusive.
6. Arbitration Award
The arbitrator will have the power to grant declaratory or injunctive relief, whether interim or final, only in favor of you individually and only to the extent necessary to provide relief warranted by your individual claim without affecting other Limu256.com customers, and any provisional measures ordered by the arbitrator may be enforced by any court of competent jurisdiction. Nothing in these Terms will prevent you from seeking public injunctive relief separately from arbitration in court pursuant to these Terms, and any such application will not be deemed incompatible with the arbitration agreement to arbitrate or as a waiver of the right to arbitrate your individual claims. You and Limu256.com agree that any proceedings seeking a remedy of public injunctive relief will proceed after the arbitration of all arbitral Claims, remedies, or causes of action, and will be stayed pending the outcome of the arbitration pursuant to the Arbitration Act.
7. Exceptions to arbitration agreement
You and Limu256.com each agree that the following causes of action and/or claims for relief are exceptions to the Claims covered by the arbitration agreement and will be brought in a judicial proceeding in a court of competent jurisdiction (as outlined in this arbitration agreement): (i) any claim or cause of action alleging actual or threatened infringement, misappropriation, or violation of a party’s copyrights, trademarks, trade secrets, patents, or other intellectual property rights; (ii) any claim or cause of action seeking emergency injunctive relief based on exigent circumstances (e.g., imminent danger or commission of a crime, hacking, cyber-attack); or (iii) a request for the remedy of public injunctive relief, where such remedies are permitted and cannot be waived by applicable law. In addition, to the extent your dispute or Claim qualifies under applicable law, you may elect to proceed in small claims court.
8. Class Action Waiver
In addition to the above, YOU AND WE EACH AGREE THAT ANY PROCEEDING, WHETHER IN ARBITRATION OR IN COURT, WILL BE CONDUCTED ONLY ON AN INDIVIDUAL BASIS AND NOT IN A CLASS, CONSOLIDATED OR REPRESENTATIVE ACTION, EXCEPT FOR ACTIONS FOR INJUNCTIVE RELIEF AS DESCRIBED BELOW AND IN THIS PARAGRAPH. Upon motion of one or more affected parties, and after providing all other affected parties an opportunity to be heard, the arbitrator may, in its discretion, coordinate more than one arbitration proceeding initiated under this arbitration agreement, in order to promote efficiency in discovery and to avoid inconsistent legal rulings. For the avoidance of doubt, any coordination under the preceding sentence will be limited only to currently-pending arbitrations initiated under this arbitration agreement, and the arbitrator may not preside over any form of a representative or class proceeding. All parties will retain the right to request an Individualized hearing.
If a court or arbitrator determines in an action between you and us that this class action waiver is unenforceable, this arbitration agreement will be void as to you. If you opt out of the arbitration agreement as specified above, this class action waiver will not apply to you. Neither you, nor any other customer, can be a class representative, class member, or otherwise participate in a class, consolidated or representative proceeding without having complied with the opt-out procedure set forth above.
9. Waiver
IF FOR ANY REASON A CLAIM PROCEEDS IN COURT RATHER THAN THROUGH ARBITRATION, YOU AND WE EACH WAIVE ANY RIGHT TO A TRIAL.
A17. Linked travel arrangements
1. If:
• After selecting and paying for one travel service, you book additional travel services for your trip or holiday during the same visit to the Platform; or
• You book additional travel services for your trip or holiday via a link provided to you by us not later than 24 hours after receiving confirmation of your initial Booking with us,
You will NOT benefit from rights applying to packages. Therefore, we will not be responsible for the proper performance of those travel services. In case of problems, please contact the relevant Service Provider.
2. In either of these cases, the travel services will become part of a linked travel arrangement and not a package. In that case Booking.com has, as required by law, protection in place to refund your payments to Limu256.com for services not performed because of Limu256.com’s insolvency. Please note that this does not provide a refund in the event of the insolvency of the relevant Service Provider.
B. Accommodations
B1. Scope of this section
B2. Contractual relationship
B3. What we will do
B4. What you need to do
B5. Price and payment
B6. Amendments, cancellations and refunds
B7. What else do you need to know?
B1. Scope of this section
1. This section contains the specific terms for Accommodations products and services.
B2. Contractual relationship
1. When you make a Booking, it’s directly with the Service Provider. We’re not a ‘contractual party’ to your Booking.
2. Limu256 Travels Limited owns and operates the Platform Limu256.
3. Our Platform only shows Accommodations that have a commercial relationship with us, and it doesn’t necessarily show all their products or services.
4. Information about Service Providers (e.g. facilities, house rules and sustainability measures) and their Travel Experiences (e.g. prices, availability and cancellation policies) is based on what they provide to us. They’re responsible for making sure it’s accurate and up to date.
B3. What we will do
1. We provide the Platform on which Service Providers can promote and sell their Accommodations – and you can search for, compare and book them.
2. Once you’ve booked your Accommodation, we will provide you and the Service Provider with details of your Booking, including the names of the guest(s).
3. Depending on the terms of your Booking, we may be able to help you change or cancel it if you wish to.
B4. What you need to do
1. Fill in all your contact details correctly, so we and/or the Service Provider can provide you with information about your Booking and, if necessary, contact you.
2. Read these Terms and the terms displayed during the booking process carefully.
3. Take care of the Accommodation and its furniture, fixtures, electronics and other contents, and leave things in the same state they were when you got there. If anything is broken, damaged or lost, make sure you report it to the staff there (as soon as you can, and certainly before you check out).
4. Maintain the security of the Accommodation and its contents during your stay. So don’t, for example, leave doors or windows unlocked.
B5. Price and payment
1. See ‘Prices’ (A6) and ‘Payment’ (A7) above.
B6. Amendments, cancellations and refunds
1. See ‘Policies’ (A8) above.
B7. What else do you need to know?
Damage policy
1. When you’re booking, you may see that some Service Providers refer to a ‘damage policy’. This means that if anyone in your group loses or damages anything:
• You should inform the Service Provider
• Instead of charging you for it directly, the Service Provider will have 14 days to submit a damage payment request through our Platform, under your reservation number
• If they do, we’ll tell you, so you can tell us if you have any comments, and whether or not you agree with the charge – and then:
• If you agree, we’ll charge you on their behalf
• If you disagree, we’ll look into it and decide whether or not to discuss it further*.
2. There’s a limit (which is shown while you’re booking) to how much the Service Provider can charge you under the damage policy through our Platform.
3. Any payment you make would be between the Service Provider and you – we’d just be organising it on the Service Provider’s behalf.
4. The damage policy doesn’t relate to general cleaning, ordinary wear and tear, any crimes (such as theft), or any non-physical ‘damages’ (e.g. fines for smoking or bringing pets).
5. The Service Provider might require a ‘damage deposit’ before or at check-in. If they do, we’ll tell you about it while you’re booking – but it has nothing to do with the ‘damage policy’. We won’t be involved in any financial settlement related to damage deposits.
* If there is any damage, the Service Provider can always decide to initiate a (legal) claim against you outside of the damage policy, in which case the limit (see 5 above) wouldn’t apply.
How We Work
6. For info on reviews, ranking, how we make money (and more), check out How We Work.#*
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C. Attractions
C1. Scope of this section
C2. Contractual relationship
C3. What we will do
C4. What you need to do
C5. Price and payment
C6. Amendments, cancellations and refunds
C7. What else do you need to know?
C1. Scope of this section
1. This section contains the specific terms for Attractions products and services.
C2. Contractual relationship
1. We do not (re)sell, offer or provide any Attractions on our own behalf – when you book an Attraction, you enter into a contract directly with (a) the Service Provider or as disclosed during the booking process.
2. We act solely as the Platform and are not involved in the Third-Party Terms. We are not responsible for your ticket and (to the fullest extent permitted by law) have no liability to you in relation to your Booking.
C3. What we will do
1. We provide the Platform on which Service Providers and (from time to time) Third-Party Aggregators can promote and sell Travel Experiences – and you can search for, compare and book them.
2. Once you’ve booked your Attraction, we’ll provide you and the Service Provider with details of the Booking; if the Service Provider needs more than your name, we’ll tell you at the time of booking.
3. Depending on the terms of your Booking, we may be able to help you change or cancel it if you wish to.
C4. What you need to do
1. You must fill in all your contact details correctly, so we and/or the Service Provider can provide you with information about your Booking and, if necessary, contact you.
2. You must read and agree to comply with our Terms and the Third-Party Terms (which will be displayed at checkout) – and acknowledge that breaching them may lead to additional charges and/or the cancellation of your Booking.
C5. Price and payment
1. When you book an Attraction, we will organise your payment. For details of how this works (including the related rights and obligations), please see ‘Payment’ (A7) above.
C6. Amendments, cancellations and refunds
1. Please see ‘Policies’ (A8) above.
C7. What else do you need to know?
How We Work
1. For info on reviews, ranking, how we make money (and more), check out How We Work.
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D. Car rentals
D1. Scope of this section
D2. Contractual relationship
D3. What we will do
D4. What you need to do
D5. Price and payment
D6. Amendments, cancellations and refunds
D7. What else do you need to know?
D1. Scope of this section
1. This section contains the specific terms for Car Rental products and services.
D2. Contractual relationship
1. When you book a Rental, your Booking is either (a) with us or (b) directly with the Service Provider. Either way:
Our Terms govern the booking process; when we send you your Booking Confirmation, you’ll enter a contract with us
The Rental Agreement governs the Rental itself; when you sign this at the rental counter, you’ll enter a contract with the Service Provider (but you’ll see and accept the key terms of it while you’re booking your car).
2. In most cases, you’ll get your booking Confirmation as soon as you complete your Booking – but if the Service Provider doesn’t confirm your Rental immediately, we won’t take payment or send you your Booking Confirmation until they’ve done so.
3. If there’s any mismatch between these Terms and the Rental Agreement, the Rental Agreement will apply.
D3. What we will do
1. We provide the Platform on which Service Providers can promote and sell their Travel Experiences – and you can search for, compare and book them.
2. We don’t guarantee the precise make and model you’re booking (unless we expressly say so). The phrase ‘or similar’ means you could get a similar car (i.e. the same size, with the same kind of gearbox, etc.). So the car pictures are illustrative only.
3. Once you’ve booked your Rental:
We’ll give the Service Provider the Booking details (e.g. the Main Driver’s name and contact phone number)
We’ll provide you with Pick-up information (e.g. the Service Provider’s contact details, and details of what you need to take with you).
D4. What you need to do
1. You must provide all the information we need to arrange your Booking (contact details, Pick-up time, etc.).
2. You must read and agree to comply with these Terms and the Rental Agreement – and acknowledge that if you breach them:
• You might have to pay additional charges
• Your Booking might be cancelled
• The counter staff might refuse to hand over the keys at the rental counter.
2. You must check your Rental’s specific requirements, as many details (driving licence requirements, security deposit size, paperwork needed, payment cards accepted, etc.) vary per Rental. So please make sure you carefully read:
• These Terms
• The key terms of the Rental Agreement, which you’ll see while you’re booking, and
• The Rental Agreement itself, which you’ll receive at Pick-up.
4. You must be at the rental counter by your Pick-up Time: if you’re late, the car may no longer be available, and you won’t be entitled to a refund. If you think you might be late, it’s vital that you contact the Service Provider or us, even if it’s because of a flight delay and you’ve provided your flight number.
5. The key terms of your Rental tell you what the Main Driver needs at Pick-up. You must ensure that when they get to the rental counter, they bring everything they need (e.g. driving licence, any required ID, and any other form of identification in their own name, with enough available funds to cover the security deposit).
6. You must make sure the Main Driver is both eligible and fit (in the Service Provider’s opinion) to drive the car.
7. You must have all the documents (such as ID, voucher and driving licence) that you need at Pick-up.
8. You must show the counter staff each driver’s full, valid driving licence, which they must have held for at least 1 year (or longer, in many cases). If any driver has fines/points on their licence, please let us know as soon as possible, as the Service Provider may not allow them to drive.
9. You must ensure that every driver has their own International Driving Permit (if they need one) as well as their driving licence. Note that all drivers must carry their driving licence (and International Driving Permit, if they need one) at all times.
10. You must ensure that every child has an appropriate child seat if they need one.
12. You must, if anything goes wrong during your Rental (accident, breakdown, etc.):
• Contact the Service Provider
• Not authorise any repairs without the Service Provider’s consent
• Keep all documentation (repair bills, police reports, etc.) to share with us / the Service Provider / an insurance company.
D5. Price and payment
1. Limu256 Travels Limited is the merchant of record for your Booking. For details of our payment process, please see ‘Payment’ (A7) above.
Additional costs and fees
2. In many cases, the Service Provider will charge a young driver fee for each driver under a certain age (e.g. 25). In some cases, they may charge a senior driver fee for each driver over a certain age (e.g. 65). When booking on our Platform, you must enter the Main Driver’s age, so we can show you details of any age-related fee(s) – which you would pay at Pick-up.
3. In many cases, the Service Provider will charge a one-way fee if you drop the car off at a different location. If you intend to do this, you need to enter the drop-off location while booking, so we can tell you if it’s possible, and show you details of any one-way fee – which you would pay at Pick-up.
4. In many cases, the Service Provider will charge a cross-border fee for taking the car to a different country/state/island. If you intend to do this, it’s vital you tell us and/or the Service Provider as soon as you can (it must be before Pick-up).
5. The price of your Rental is calculated based on 24-hour units, so (e.g.) a 25-hour rental will cost as much as a 48-hour rental.
6. If, after Pick-up, you decide you want to keep the car for longer, please contact the Service Provider. They’ll tell you how much this would cost, and you’ll enter a new contract with them directly. If you drop the car off late without agreeing this in advance, they may charge an additional fee as well.
Extras
7. In some cases, you’ll pay for any optional extras (child seats, GPS, etc.) when you book your car – in which case, you’re guaranteed to get them at Pick-up.
8. In other cases, you’ll merely request any extras when you book your car – in which case:
• You’ll pay for them at Pick-up, and
• The Service Provider doesn’t guarantee they’ll be available for you.
D6. Amendments, cancellations and refunds
1. We go above and beyond our legal obligations. Even though local laws don’t require us to offer specific cancellation rights, we guarantee that we will honour our refunds policy if you cancel your Booking.
2. The following ‘Cancellation and Amendments’ terms apply to all Bookings apart from:
• Bookings that are labelled ‘non-refundable’ (you cannot amend a non-refundable Booking, and you won’t receive a refund if you cancel it).
Cancellations
2. If you cancel:
• MORE THAN 72 hours before your rental is due to start, you’ll receive a refund.
• LESS THAN 72hours before, or while you’re at the rental counter, we’ll refund what you paid minus the cost of 3 days of your rental – so there won’t be any refund if your car was booked for 3 days or less.
• AFTER your rental is due to start (or you just don’t turn up) you’ll receive no refund.
3. The counter staff may refuse you the car if (for example):
• You don’t arrive on time
• You are not eligible to rent the car
• You don’t have the documentation you need
• The main driver doesn’t have an identity card in their own name, and also without enough available funds for the car’s security deposit.
• If that happens, please call us from the rental counter to cancel your booking, and you’ll receive a refund, minus the cost of 3 days of your rental. Otherwise, you won’t be entitled to a refund.
Amendments (changes to your Booking)
5. You can make changes to your Booking anytime before you’re due to pick the car up.
6. In most cases, the easiest way to do this is via our app – or our website (under “manage booking” of your user profile’).
7. There is no administration fee for changing your booking, but any changes you make may affect the rental price. Sometimes, the only way we can change a booking is to cancel it and make another one, in which case we may charge you a cancellation fee on the rental company’s behalf.
8. If changing your booking would change the price or incur a cancellation fee, we will tell you in advance.
Changes made by us
9. If we/the Service Provider need to change your Booking (e.g. if the Service Provider can’t provide the car), we’ll tell you as soon as we can. If you don’t accept that change, you’ll be entitled to cancel and claim a full refund (no matter how close the start of your Rental is) but we will have no additional liability for any direct or indirect costs you may incur (e.g. hotel rooms or taxis).
D7. What else do you need to know?
General
1. In all cases, drivers must be at least a minimum age to rent or drive a car. In some cases, they must also be below a maximum age. The limit(s) can vary by Service Provider, by location and by type of car.
2. Only eligible drivers whose names appear on the Rental Agreement may drive the car.
3. You must not take the car to a different country/state/island and/or drop it off at a different location without arranging this in advance.
Late Pick-up/early drop-off
4. If you pick your car up later (please see D4.4 above) or drop it off earlier than agreed in your Booking Confirmation, the Service Provider will not refund you for the ‘unused’ time.
How We Work
5. For info on reviews, ranking, how we make money (and more), check out How We Operate
E. Flights
E1. Scope of this section
E2. Contractual relationship
E3. What we will do
E4. What you need to do
E5. Price and payment
E6. Amendments, cancellations and refunds
E7. What else do you need to know?
E1. Scope of this section
1. This section contains the specific terms for Flights products and services.
E2. Contractual relationship
1. Most Flights on our Platform are provided via a Third-Party Aggregator, which acts as an intermediary to the airline(s).
2. When you make a Booking, it’s directly with the airline. We’re not a ‘contractual party’ to your Booking. When booking, you enter into (i) an Intermediation Contract with the Third-Party Aggregator (for the ticket) and (ii) a Contract of Carriage with the airline (for the Flight itself).
3. If you book any extras (additional baggage, insurance, etc.), you’ll enter into a direct contract with the Third-Party Aggregator or another company. We will not be involved in this contract.
4. We act solely as the Platform and are not involved in the Third-Party Terms. We are not responsible for your ticket or any extras you may buy and (to the fullest extent permitted by law) have no liability to you in relation to your Booking.
E3. What we will do
1. We provide the Platform on which Service Providers can promote and sell their Travel Experiences and you can search for, compare and book them.
2. Once you’ve booked your Flight, your Booking details (e.g. the names of the traveller(s)) will be provided to the Service Provider.
3. Depending on the Contract of Carriage, we may be able to help you change or cancel your Booking if you wish to.
E4. What you need to do
1. You must fill in all your contact details correctly, so we and/or the Service Provider can provide you with information about your Booking and, if necessary, contact you.
2. You must read and agree to comply with our Terms and the Third-Party Terms (which will be displayed at checkout) – and acknowledge that breaching them may lead to additional charges and/or the cancellation of your Booking.
E5. Price and payment
1. When you book a Flight, your payment will be organised by us, by the Third-Party Aggregator (or a party specified by them), or by a third party such as an airline. For details of how we organise payments (including the related rights and obligations) please see ‘payment’ (A7) above.
E6. Amendments, cancellations and refunds
1. You’ll find the cancellation policy in the Contract of Carriage, which is available while you’re booking your Flight.
2. There may be a fee for changing or cancelling your Flight.
3. Airlines reserve the right to reschedule or cancel flights at their discretion.
4. Different tickets from the same airline may have different restrictions or include different services.
5. If you have any questions about changes, cancellations or refunds, please contact our Customer Service team.
E7. What else do you need to know?
Code share
1. Some airlines have ‘code share’ agreements with other airlines. So you may buy your ticket from one airline (your ‘ticketing carrier’), but fly in a plane that’s owned by another airline (your ‘operating carrier’). In most cases like this, you will check in with your operating carrier – but please confirm this with your ticketing carrier ahead of time.
2. While you’re booking your Flight, you’ll be informed if it’s a ‘code share’ Flight.
Airline prohibited practices
3. Most airlines don’t allow people to buy tickets that include flights they don’t intend to use – for example, a round-trip ticket if the person doesn’t intend to use the return flight.
4. When you purchase a Flight, you agree not to do this, and to indemnify us against any airline claims for any difference between the cost of your actual journey and the cost of the full journey specified on your ticket(s).
OVERBOOKING OF FLIGHTS:
Airline flights may be overbooked, and there is a slight chance that a seat will not be available on a flight for which a person has a confirmed reservation. If the flight is overbooked, no one will be denied a seat until airline personnel first ask for volunteers willing to give up their reservation in exchange for compensation of the airline’s choosing. If there are not enough volunteers, the airline will deny boarding to other persons in accordance with its particular boarding priority. With few exceptions, including failure to comply with the carrier’s check-in deadline, persons denied boarding involuntarily are entitled to compensation. The complete rules for the payment of compensation and each airline’s boarding priorities are available at all airport ticket counters and boarding locations. Some airlines do not apply these consumer protections to travel from some foreign countries, although other consumer protections may be available. Check with your airline or your travel agent.
Use of flight segments
5. Most airlines require customers to use their flights in order. So if you don’t take your first Flight, your airline may automatically cancel the rest of your itinerary.
6. If your airline does allow you to ‘skip’ any Flights in your itinerary, please make sure you cancel the Flight(s) you don’t want, in line with the cancellation policy. Note that you may not be entitled to a full refund (or any refund) for these unused Flights.
One-way tickets
6. If you buy two one-way tickets rather than a single round-trip ticket:
• You’ll be making two separate Bookings, each with its own rules and policies
• Any changes to one Flight will not affect the other (for example, if your initial Flight is cancelled, you won’t be guaranteed a refund for your second Flight).
7. If you’re travelling abroad, you may need to prove to the Check-in and/or Immigration staff that you have a return Flight (see ‘International travel’ below for more on passports, visas, etc).
Charges, taxes and fees
8. Your fare will include any taxes and fees charged by an airline or government (except entry/exit fees – see ‘Entry/exit fees’ below). You may be responsible for dealing with any retroactive change in the tax rate.
Service fees
9. Depending on which Flight you choose, you may be charged a service fee by us and/or the Third-Party Aggregator.
Our service fee (if any) is a fee for using our Platform so you can buy a ticket from a Third-Party Aggregator. This fee includes any applicable VAT/GST/similar taxes.
The Third-Party Aggregator’s service fee (if any) is a fee for using them as intermediary to the airline(s). This fee may include any applicable VAT/GST/similar taxes.
10. The price of your ticket will include any service fee(s).
Fees for baggage and other extras
12. Your airline may charge for checked baggage, excess/overweight baggage, priority boarding, allocated seating, onboard entertainment, food and drink and/or airport check-in.
13. If they do, the charge(s) will be on top of the price of your ticket (unless it’s expressly stated that your Flight included the extra(s)).
Boarding Requirements
You must comply with all applicable airline boarding requirements, including check-in time limits and time limits for when you must present yourself at the gate. You must ensure that you present yourself at the airport with enough time to complete all boarding requirements.
Failure to comply with boarding requirements may result in the airline cancelling your itinerary.
International travel
14. It’s your responsibility to:
• Carry a valid passport and/or visa if required
• Comply with any entry requirements
• Find out if you need a visa to pass through a country that isn’t your final destination
• Check with the relevant embassy in advance to see if there’s been any change in passport, visa or entry requirements
• Review any warnings or advice from your country of residence/origin before you go to/through a country or region.
15. By arranging travel to or from any location, we are not guaranteeing that it is without risk – and, to the fullest extent permitted by law, we will not be liable for any resulting damages or losses.
16. It’s not a common practice, but international law allows ‘disinsection’ of aircraft to kill insects. To do this, personnel might spray the aircraft’s cabin with an aerosolized insecticide while passengers are on board, or treat its interior surfaces with a residual insecticide while they’re not on board. Before you travel, we advise you to find out about disinsection, including where it might happen.
Entry/exit fees
17. Your fare will not include any fee that a country or airport charges people entering/leaving the country and that is collected directly at the airport. Before you travel, we advise you to find out if you’ll have to pay this kind of fee.
How We Work
17. For info on reviews, ranking, how we make money (and more), check out How We operate
Limu256.com dictionary
‘Account’ means an account (with Limu256.com through which you can book Travel Experiences on our Platform.
‘Accommodation’ means the provision of an accommodation service by a Service Provider (throughout Section B, ‘Service Provider’ means the provider of the accommodation service).
‘Attraction ’ means the provision of an Attraction service by a Service Provider (throughout Section C, ‘Service Provider’ means the provider of the Attraction service).
‘Attraction service(s)’ includes, but is not limited to, tours, museums, attractions, activities and experiences.
‘Booking’ means the booking of a Travel Experience on our Platform, whether you pay for it now or later.
‘Limu256.com’, ‘us’, ‘we’ or ‘our’ means Limu256 Travels Limited (for accommodation, flights or attractions) . Corporate contact
‘Booking Confirmation’ (in the ‘Car rentals’ section) means the confirmation email and voucher we send you, explaining the details of your Booking.
‘Cash Credits’ means a benefit with a monetary value that you can ‘cash out’ to the Payment Method that we have on file for you, or put towards the cost of a future Travel Experience.
‘Contract of Carriage’ means the contract between you and the Service Provider, which deals with your Flight.
‘Credits’ means a benefit with a monetary value. There are ‘Cash Credits’ and ‘Travel Credits’.
‘Credit Card Cashback’ means a benefit with a monetary value that can be cashed out to the credit card that we have on file for you, but can’t be put towards the cost of a future Travel Experience.
‘Eligible Booking’ means a Booking that meets the criteria to qualify for a Reward.
‘Flight’ means the provision of a flight by a Service Provider (throughout Section E, ‘Service Provider’ means the airline).
‘Group Company’ means an affiliate of Limu256.com – either a direct shareholding of Limu256.com or part of the Limu256 Travels Limited
‘Individual Reward Criteria’ means rules that apply to certain Rewards – in addition to the general ‘Rewards, Credits & Wallet’ terms (A13) above.
‘Intermediation Contract’ (in the ‘Flights’ section) means the contract between you and the Third-Party Aggregator, which deals with the way they arrange your Flight ticket (and, in some cases, any extras) with the airline or another company.
‘Main Driver’ means the driver whose details were entered during the booking process – the only person who can change or cancel that Booking, or discuss it with us (unless they tell us they nominate someone else to do this).
‘On-Demand Private Transport’ means a private vehicle that you request when you arrive at the pick-up location (or just before).
‘Our Services’ (in the ‘Car rentals’ section) means our online car hire reservation system, through which Service Providers can offer their products and services – and you can book them.
‘Pay In Your Own Currency’ means the payment option that we sometimes offer when a Service Provider doesn’t use your currency. This option lets you pay in your currency instead.
‘Payment Method’ means the method (credit card, debit card, bank account, PayPal, ApplePay, etc.) used to make a payment or transfer money.
‘Pick-up’ (in the ‘Car rentals’ section) means the process at the start of your Rental, when you provide the required ID and other documentation, pay for any fees and additional extras, enter into the Rental Agreement, and collect your car.
‘Pick-up Time’ (in the ‘Car rentals’ section) means the (local) date and time you’re due to pick up your car, as stated in your Booking Confirmation.
‘Pick-up Time’ (in the ‘Private and Public Transport’ section) means the (local) time when a Pre-Booked Private Transport is due to reach the pick-up location, or when an On-Demand Private Transport actually reaches the pick-up location.
‘Platform’ means the website/app on which you can book Travel Experiences, whether owned or managed by Limu256.com or by a third-party affiliate.
‘Public Transport’ means trains, buses, trams and other types of public transport.
‘Public Transport Journey’ means the public transport journey as set out in the Booking (including any changes after the Booking was made).
‘Rental’ (or ‘Car Rental’) means the provision of a car by a Service Provider (throughout Section D, ‘Service Provider’ means the rental company that provides the car).
‘Rental Agreement’ means the contract between you and the Service Provider, which you sign at Pick-up. You’ll be provided with a summary of the key terms during the booking process.
‘Rewards’ means a benefit that you are promised. In most cases, Rewards will be Travel Credits, Cash Credits, a Credit Card Cashback, or a voucher for an item of some kind.
‘Service Provider’ means the provider of a travel-related product or service on the Platform, including but not limited to: the owner of a hotel or other property (for an ‘accommodation’ Booking), a museum or park (for an ‘attraction’ Booking), or a car rental company or airline (for a ‘transport’ Booking).
‘Services’ (in the ‘Private and Public Transport’ section) means the provision of a Public Transport Journey or Private Transport Journey.
‘Terms’ means these terms of service.
‘Third-Party Aggregator’ means a company that acts as either (a) an intermediary between you and the Service Provider or (b) a reseller of the Travel Experience.
‘Third-Party Terms’ (in the ‘Flights’ section) means both the Intermediation Contract and the Contract of Carriage.
‘Travel Credits’ means a benefit with a monetary value that you can put towards the cost of a future Travel Experience, but can’t ‘cash out’.
‘Travel Experience’ means one of the travel-related products or services on the Platform.
‘Upfront Payment’ means a payment that you make when you book a product or service (rather than when you actually use it).
‘Wallet’ means a dashboard in your Account that shows your Rewards, Credits and other incentives.
VERSION: 1.0
DATE: 3rd January 2023
We’ll update these terms of service on a regular basis (once or twice per year).
