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Terms & Conditions for U-FLY Package Holidays vacation packages

Thank you for choosing U-FLY Package Holidays Limited. The terms “we”, “us”, “our” and “U-Fly Holidays” refer to U-FLY Package Holidays Limited (hereinafter “U-Fly Holidays”). Please read the following terms and conditions regarding any purchase of our vacation packages. You agree to be legally bound by these terms and conditions upon purchase of any of our vacation packages. Air transportation by Hong Kong Express is subject to Hong Kong Express’ Passenger Contract of Carriage.

All terms and conditions are subject to change at any time at U-FLY Holidays' sole discretion and without prior notice.

  1. Booking and payments

    • Full payment is due at time of booking via credit card only. The address entered at time of booking must match the credit or card billing address. Your contract for our vacation package or any part of it is formed only when you have successfully paid and have received an email from us confirming acceptance of your booking. The confirmation email will contain details of your booking, flight itinerary and a hotel voucher. If you do not receive a confirmation email within 30 minutes of your booking, please contact us via our dedicated hotline. Please print out the confirmation email and present it at both the airport and hotel during check-in.

    • Standard policies and penalties outlined below may be more restrictive during holidays and special events. No refunds will be made for special events, shows, or attraction passes.

    • Items not included in the package price include, but are not limited to, travel insurance, early flight boarding charges, excess or overweight baggage costs, baggage handling at hotel, resort fees, tips and gratuities, meals, rollaway beds, cribs, and all items of a strictly personal nature. Additional foreign government departure taxes, fees and tourist cards may be due at the destination by the respective government authority and are not included in your package price. These items are your responsibility and you are obligated to pay these personally.

    • For the hotel portion of the package, some hotel suppliers may require you to present a credit card or cash deposit upon check-in to cover additional expenses during your stay. Such deposit is unrelated to any payment received by us for your hotel booking. Any special requirements about the hotel booking such as room floor, room type, bed type, baby cots and other equipment is subject to hotel availability and final decision but we will not provide any guarantee that such request will be fulfilled. Your stay at the hotel are subject to the terms and conditions and/or hotel policy of the hotel. You may be asked to provide photo identification upon check-in and it is your sole responsibility to provide for such.

    • U-FLY Holidays works with our suppliers to provide you with the best package rates. At times, the price of these services, such as theatre tickets or special events, purchased through us may be higher than the face value of the tickets you will receive. We do not guarantee the best rates and we are not responsible for any price difference.

    • U-FLY Holidays reserves the final right to re-invoice the package should a substantial error be made in computing the package price.

    • Reservations booked over the phone through U-FLY Holidays' customer care center may incur a surcharge.

    • Package prices will be shown in Hong Kong dollars, U.S. dollars, Renminbi or any correspondent currencies.

    Hotel/feature taxes and service fees: U-FLY Holidays markets hotels under a "prepaid/merchant" model, where U-FLY Holidays collects the full amount from you in advance and manages the payments to the hotel/feature on your behalf. The booking is made by U-FLY Holidays on the customer’s behalf and includes two components to the reservation, amounts being paid by U-FLY Holidays to the hotel/feature on customer’s behalf as well as compensation for services retained by U-FLY Holidays. In connection with facilitating your hotel/feature arrangement, the amount you are charged will include tax recovery charges and service fees. This amount includes an estimate to recover the amount we pay to the hotel/feature related to your reservation for taxes owed by the hotel/feature including, without limitation, sales and use tax, occupancy tax, room, tax, excise tax, value added tax, good and services tax, and/or similar taxes. The amount U-FLY Holidays pays to the hotel/feature in connection with your reservation for taxes may vary from the amount we estimate and include in the amount charged to you. The amount charged to you also includes an amount to compensate U-FLY Holidays for services in connection with handling your reservation. U-FLY Holidays is not the vendor collecting and remitting taxes to the applicable taxing authorities. Hotel/feature suppliers, as vendors, include all applicable taxes in the amount billed to U-FLY Holidays and U-FLY Holidays pays over such amounts directly to the vendors. U-FLY Holidays is not a co-vendor associated with the vendor with whom U-FLY Holidays books or reserves customer’s travel arrangements. Taxability and the appropriate tax rate and the type of applicable taxes vary greatly by location. 

  2. Vacation package terms and conditions

    B1. Cancellations

    • Cancellations are defined as the following: a complete cancellation of the vacation package; changes to the departure or return date; changes to origin or destination cities; or changes to the vacation package type or a reduction in the size of the traveling party.

    • All cancellations must be communicated to U-FLY Holidays prior to departure. Cancellations made within 24 hours of departure must be communicated via phone by calling U-FLY Holidays’ 24-hour traveler assistance line.

    • Replacing a passenger's name with the name of another passenger is not permitted. Once booked, name changes cannot be made to any of the package components.

    • U-FLY Holidays does not charge any cancellation fees for its vacation package products. However, for cancellations made at any time after booking, you may be charged supplier penalties up to the full vacation package price.

    • For the flight portion of the package, no refund will be issued for any cancellation. Air transportation by Hong Kong Express is subject to Hong Kong Express’ Passenger Contract of Carriage.

    • For the hotel portion of the package, you may cancel or change your prepaid hotel reservation, but you will be charged the cancellation or change fee indicated in the rules and restrictions for the hotel reservation. If you do not cancel or change your reservation before the cancellation policy period applicable to the hotel you reserved, which varies by hotel (usually 24 to 72 hours) prior to your date of arrival, you will be subject to a charge equal to applicable nightly rates, tax recovery charges service fees, and/or other supplier penalties. In the event you do not show for the first night of the reservation and plan to check-in for subsequent night in your reservation, you must confirm the reservation changes with us no later than the date of the first night of the reservation to prevent cancellation of your reservation.

    • Supplier penalties are established by each supplier and enforced by U-FLY Holidays.

    • You may avoid supplier cancellation fees by purchasing the U-FLY Holidays’ Travel Protection option.

    • Any special offers booked may have specific terms and conditions attached, in addition to these booking conditions herein. Please refer to the promotional materials and check these before booking as once confirmed you are deemed to have accepted them.

    B2. Modifications

    • Modifications are defined as changes to the flight time/number on existing travel dates; changes to hotel; or changes to the rental car; or changes to activities.

    • U-FLY Holidays does not charge any modification fees, however you are subject to any price increase as a result of modification.

    • For the flight portion of the package, once you have confirmed your online booking(s), any changes or cancellation of booking(s) have to be made at the local Hong Kong Express Airways' Reservations Office or Call Centre, and are subject to the fare rules and terms and conditions of the type of ticket stipulated in the booking process and listed on your booking itinerary. Air transportation by Hong Kong Express is subject to Hong Kong Express’ Passenger Contract of Carriage.

    • Once booked, any modifications to the hotel and activities on an existing reservation are subject to supplier penalties up to the full component price.

    • Supplier penalties are established by each supplier and enforced by U-FLY Holidays. U-FLY Holidays does not charge any fees or penalties to modify your vacation package.

    B3. Refunds

    • If your travel plans change, the right to a refund is limited and will be determined in conjunction with the terms and conditions listed herein.

    • For the flight portion of the package, no refund will be issued. Air transportation by Hong Kong Express is subject to Hong Kong Express’ Passenger Contract of Carriage.

    • For the hotel portions of the package, refunds are subject to supplier penalties and will vary depending on the supplier. Some supplier refund policies may be stricter that those of U-FLY Holidays, in which case those would supersede U-FLY Holidays’ refund policies.

    • No refunds will be made for unused, missed, or cancelled activities such as lift tickets, show tickets, or theme park passes.

    • Refund requests can be submitted as follows:

    • E-mail request to: askus@uflyholidays.com

    • U-FLY Acceptance of a refund constitutes a waiver by passenger of all rights and remedies under applicable law.

    B4. Travel insurance

    U-FLY Holidays offers the U-FLY Holidays’ Travel Insurance option. If selected, this option must be purchased and paid for at time of booking for all travelers booked on a reservation. Please note that the package which you purchased with your booking does not include any travel insurance. The U-FLY Holidays’ Travel Protection is nonrefundable once purchased. This is offered through our travel insurance partner, Covermore, by selecting the insurance offered during the purchase of your package. Please refer to the terms and conditions from Covermore.

  3. Travel documents for all package types

    • When you confirm an online reservation, we will send an e-mail confirmation to the e-mail address you entered.

    • We will send an E-travel document to the e-mail address provided at time of booking. The E-travel document may include confirmation numbers for air, hotel and car rentals, destination information, dining options, contact information, and our vacation package policies and terms. If you require another E-Travel Document due to lost e-mail or e-mail address change, please contact us on askus@uflyholidays.com

    • Your flight e-ticket and vouchers are important documents serving as confirmation of payment and as an exchange document. You must take these vouchers with you and exchange them for the services you have booked through us. Without them you will not be able to prove that you have booked and paid for the relevant product/service and the product/service will not be provided by the supplier or you may be charged locally by the supplier.

    • It is your responsibility to ensure that you are in possession of all necessary travel, visa and health documents required by the country you intend to visit and to comply with the laws of each country flown from or to. Married or divorced women traveling under names other than what is printed on their travel documents must supply a marriage license and/or divorce decree. Foreign travelers should visit their local consulate for travel requirements. We cannot be held liable for any refusal of entry, illness, delays or costs resulting from your failure to meet these requirements. Please make sure that your passport is valid for at least 6 months from the day that you arrive at your destination. Some countries may require a passport validity of more than 6 months and it is your responsibility to check the requirements.

  4. Notice of incorporated terms

    • This notice is part of the Conditions of Contract. If there is inconsistency between the terms described below and those on the customer's ticket, the incorporated terms of the ticket govern.

    • Air transportation by Hong Kong Express is subject to Hong Kong Express’ Passenger Conditions of Carriage, the terms of which are herein incorporated by reference. 

    Incorporated terms include, but are not restricted to: 

    • Limits on baggage liability.

    • Claims restrictions, including time periods in which customers must file a claim or sue Hong Kong Express.

    • Hong Kong Express’ rights to change terms of the contract.

    • Rules on reservations, check in times, refusal to carry, and smoking.

    • Hong Kong Express’ rights and limits of liability for delay or failure to perform service, including schedule changes, substitution of alternate air carriers or aircraft, and rerouting.

    • Hong Kong Express, their employees, and agents do not act as agents for any U-FLY Holidays, hotel, or other company. In no event shall the airlines be responsible or liable for any act, omissions, or events occurring during the time passengers are not on board the aircraft.

    • Any reference to tariff shall be deemed to be a reference to the Hong Kong Express' Passenger Terms Conditions of Carriage. You may inspect, get further information about, or get a copy of the full Terms and Conditions of Carriage online at hkexpress.com.

  5. Disclaimer

    E.1 Responsibilities of Hong Kong Express Airways Limited

    Hong Kong Express Airways Limited is only responsible for the air transportation it provides in connection with a package purchase and is not responsible for any other part of the booking. All passenger air transportation via Hong Kong Express Airways Limited shall be provided under the terms and conditions of the Terms and Conditions of Carriage of Hong Kong Express Airways Limited. The Terms and Conditions of Carriage is available for inspection at all Hong Kong Express airport ticket counters or online at hkexpress.com.

    E.2. Responsibilities of U-FLY Holidays

    • U-FLY Holidays (HK) Limited, its employees, officers, directors and shareholders (collectively, "U-FLY Holidays") does not own, control or operate any hotel or any air, land, or water transportation vehicles or companies of any kind, including without limitation, airplanes, helicopters, boats, rental cars, ground transportation vehicles, transport companies, shuttle services, buses, or local tour companies that may offer excursions or tours.

    • U-FLY Holidays is an independent contractor that arranges travel-related services for travel. U-FLY Holidays is neither an agent of the Customer nor of those providing travel-related services and does not in any manner directly provide accommodations, transportation, meals, or other travel-related services. U-FLY Holidays shall neither be liable for personal injury nor property loss or damage resulting from the acts, omissions, or negligence of any person providing accommodations, transportation, meals, or other travel-related services.

    • Images, amenities, facilities and descriptions are provided to give general information about the vacation package, such as the hotel property. Whilst we endeavor to ensure that the purchased vacation package components’ descriptions, such as property amenities, facilities and descriptions, offer accurate and up to date information, we obtain this information from our third party e-retail platform service provider. For the hotel portion of the package, we do not guarantee any particular standard or class of accommodation or other service provided by third party. Images of room types do not necessarily represent the bed configuration of the room being purchased.

    • The U-FLY Holidays name and logo may appear on posted or hand-held signs at your hotel, at the airport of your departure or destination, in vans, buses, coaches, or elsewhere during your vacation. This use of the U-FLY Holidays name and logo is solely intended to help you identify persons or entities who might provide services to you during your trip, but does not indicate, and should not be understood by you to indicate that U-FLY Holidays owns, controls or operates any entity displaying such a sign or that U-FLY Holidays employs or controls any person holding or displaying such a sign.

    • U-FLY Holidays shall not be liable for any delayed departure, missed carrier connections, substitutions of accommodations, or of common carrier equipment, termination of service, changes in fares and rates, or for cancellation or double booking of reservations or tickets beyond U-FLY Holidays’ control and without U-FLY Holidays’ prior notice. U-FLY Holidays reserves the right to alter the printed itinerary or schedule of any tour or trip as may be necessary with or without notice. U-FLY Holidays shall not be responsible for any inconvenience or expense occasioned by such changes. U-FLY Holidays reserves the right to decline any Customer at any time for any reason whatsoever. U-FLY Holidays is not responsible for the exchange or refund of any feature documents. 

    • Our website may contain electronic links to websites owned and operated by third parties. Such links are provided for your convenience and reference only. We do not own, operate or control the content of these websites. Our inclusion of any links does not imply an endorsement of their material or content and we disclaim any liability arising out of your use of such websites.

  6. Jurisdiction

    It is agreed by and between passenger and U-FLY Holidays that all disputes and matters whatsoever arising under or in connection with or incident to the responsibilities of U-FLY Package Holidays Limited shall be subjected to the laws of Hong Kong SAR, and the parties agree to be subject to the non-exclusive jurisdiction of the courts of Hong Kong SAR.