Privacy Policy

This policy explains how the information we collect/obtain from you will be utilised.

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By using our website www.yonetravels.com ( hereinafter referred to as YTTL which also comprises of the mobile site, smart phone app platforms (all together referred to as “site”) you consent to this use.

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This privacy policy does not apply to the websites of our business partners, affiliates or to any other third parties, even if their websites are linked to the site.

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When you avail yourself the services of this website and/or mobile application, you will be requested to provide some information viz; your name, contact details, and/or your debit/credit card details. These information are stored and held in a secure and encrypted format.

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The sole primary purpose of the information we collect is to fulfill your reason for contacting us. Consequently, we will not share, sell or rent your information to anyone or third party outside our organisation.

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Types of information collected

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• Personal information viz name, telephone number, email address, device ID.

• Transactional information viz itinerary details.

• Booking information viz travels destination and dates.

• Other information like your browsing activity on the website and mobile app.

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USE OF INFORMATION COLLECTED

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• To conduct bookings, ticketing and payment transactions for the services provided on the site.

• To register you with our website/mobile application and administer our website services where you have registered to receive these.

• To improve the user friendliness and customer service of the site.

• To send emails, SMS, website and mobile app notifications as well as other communication for providing services, responding to queries, inquiries and/or other requests or questions.

• To respond to queries of the authorities in connection with accessing the site and services availed by you.

• To administer a contest, promotion, provide information about new products and services, special offers we think you will find valuable.

• To inform you about new products and services and special offers of selected third parties, if at the time of registration you have opted for receiving the YTTL newsletter or updates.

It is your strict and sole responsibility to maintain the secrecy of your password and site membership account information. We advise your utmost vigilance with this information always more so, when you are on line.

INFORMATION SHARING

The information you provide or that is obtained from you will be shared primarily with.

• To our Customer Support Agent, customer support offices in the network.

• To trustworthy third parties that we use for the provision of certain services, such as enabling our customers to book flights, onward flights, car hire, hotel reservations, tourism trip reservation and allied services.

• To third party organisations involved in credit card authorisation.

• To customs and/or immigration departments or other regulatory authorities in your country of departure or destination in order to comply with the law in those countries.

• If it is legal and we are obliged to do so.

• To our employees and agents to do any of the above on our behalf now or in the future.

• To companies referred to as our Group member, Affiliates.

To the extent that our Group member and Affiliates have access to your information they will follow practices that are at least restrictive as the practices described in this Privacy Policy. They will also comply with applicable laws governing the transmission of promotional communications and will give you an option in any commercial email they send to opt out of receiving such email messages in the future.

Please note that you are not obliged to provide certain information we request, you will still be able to visit our site but you may be unable to access certain options or services.

• You have the option of declining further contact with us at any time by contacting us through any of the communication channels provided on our website.

• In the course of undertaking the activities specified in this privacy policy, we transfer personal information to other countries which do not have protection laws or countries where your privacy and other regimes are not extensively protected.

• We will transfer information only for specific services you have requested from us.

• Transfer of your personal information in order to fulfill a contract with a third party for your benefit or disclose information which we are obliged to do by law or requested by a regulator.

• The information we share with our partners and Affiliates is not linked to any personal information that can identify any individual person.

MOBILE APPS

• When you use a mobile app, we collect and use information about you in the same way and the same purposes as we do when you use our website.

• In addition to the information collected on the website, we also use some other information that we collect automatically when you use our mobile apps.

Specifically:

• We collect information about mobile app functionality that you access and use. This allows us to identify those areas of the mobile app that are of interest to our customers so that we can refine and continuously improve the mobile app. The information collected for this purpose does not enable us to directly identify you.

• Each mobile app also sends us the device’s unique identifier or “UDI” as well as the unique identifier for Advertisers “IDFA” and identifier for Vendors. We use this only on the first opening of the mobile app to enable us confirm to our advertising networks the number of downloads resulting from clicks on their respective banner ads and other marketing tools.

• When you use a mobile app, you can choose to allow access to your current location provided by your mobile device using GPS or similar technology to enable you identify nearby hotels or airports and for geo-targeting purposes to deliver relevant marketing messages. If you choose to allow access, this location data may be collected anonymously as part of search request logged by our servers.

You can switch off the mobile app’s access to your location at any time through your phone settings menu.

• You always have the ability to control what information a mobile app send to us. You can exercise this control either by changing the settings of the mobile app under its setting menu. Alternatively, you can remove the mobile app from your mobile device entirely and access our services through our website.

• At times, we record your booking process to understand booking behaviour and improve our product. However, we do not record sensitive information such as card details.

COOKIES POLICY

The “cookies” technology is used on this site. It is used by us to provide you with customised information from the website or mobile app.

A cookie is an element of data that a website or mobile application can send to your browser, which may then store it on your system.

• Cookies allow us to understand who has seen which pages and advertisements, to determine how frequently particular pages are visited and to determine the most popular areas of our website.

• Cookies also allow us to make the website or mobile application more user friendly by for example allowing us to take you to the language site of last use, so that we can give you a better experience when you return to our website.

• Most web browser automatically accepts cookies. Its usage is in no way linked to any personally identifiable information on our site.

ONLINE PRIVACY POLICY ONLY

Our privacy policy is only applicable to information collected through our website.

FLIGHT BOOKING POLICY

Flight booking policy

The total price displayed includes all applicable taxes and excludes all applicable airport tax or other charges payable at the airport.

You are required to pay the entire amount prior to the confirmation of your booking.

There will be no refund for 'no-shows' or any partially unused flights.

Meals, frequent flyer miles and special service requests are on a request basis only and are subject to airline(s) confirmation.

For any information regarding your Frequent Flyer miles, please contact the airline directly.

Kindly ensure that prior to travelling, your passport has a validity of minimum 6 months from the date of travel and that you have the relevant visa and immigration clearance to travel to your destination.

To avail infant fares, an infant must be under 24 months old throughout the entire itinerary you are booking. This includes both destination and return trips. If the infant is 24 months old or above on the return trip, you will need to make a separate booking using a child fare.

Infants must be accompanied by an adult of at least 18 years of age.

YTTL is not responsible for any schedule change by the airline after issuance of the ticket, but will keep you informed of any changes. It is advisable to reconfirm your flight timings 24 hours prior to your flight departure.

YTTL reserves the right to charge transaction fees for availing any YTTL service.

YTTL further reserves the right to alter any and all fees from time to time, without notice. You shall be liable to pay all applicable charges, fees, duties and taxes for availing any YTTL service.

Customers must comply with all the airline’s rules and restrictions on the carriage of pregnant women. Please contact the airline to confirm the airline’s policy. YTTL will not be able to process any refund should the airline refuse carriage.

Check-in

Passengers need to check-in at least 3 hours prior to international flight departures otherwise, they will be considered a no-show.

As per the airline rules, the standard check-in time begins 3 hours prior to departure.

Infants must have valid proof-of-age documents showing that the infant is below two years old.

It is your responsibility to carry the appropriate travel documents which includes: a valid passport; visa for your destination; valid transit visa in case you are transiting through a destination that requires you to have a transit visa; and any immigration clearance required by your country. YTTL will not be held responsible if you are denied boarding.

Amendments

YTTL can assist you with amendments to most bookings but in some cases you'll need to contact the airline directly.

Every booking made on YTTL is subject to amendment charges levied by the airline, which may vary by flight and booking class.

If you amend your booking, you will be charged the difference in fare (if any), applicable when the amendment is made. However, if the new fare is lower than the original fare, difference in the amount will not be refunded. The rebooking charges as applicable will be collected.

In addition to the airline's amendment charges, YTTL charges an amendment handling fee (administrative fee) for flight changes and cancellation. The said fee is determined by the airline’s policy and cancellation fees may be higher closer to the travel date in line with the airline’s policy.

We will collect these charges from you when we make the changes to your travel plans. We will also collect the difference in fare (if any), applicable when the amendment is made.

Depending on the airline's policy, some booked fares may not be amended.

 

Cancellations

Every booking made on YTTL is subject to cancellation charges levied by the airline, which may vary by flight and booking class.

Some booked fares may be non-refundable as per the specific airline's policy.

In addition to the airline's cancellation charges, YTTL charges an administrative fee that is determined by the airline’s policy and the timing of the flight.

Only cancellation requests made through our customer service email or via telephone shall be entertained. YTTL shall not be liable for any cancellation requests made through any other medium including (but not limited to) letter mail, social media, etc.

Online cancellations: We currently do not support online cancellations.

Offline cancellations: We currently only accept cancellation requests through phone or via customer service email.

If your cancellation request is made lesser than 48 hours prior to departure, then you will need to contact our customer support team

If you have done an online or phone check-in (also known as a 'Web/Tele Check-in') with the airline, get in touch with the airline for cancellation. YTTL will not be able to process the refund and cannot not take any responsibility for cancellations made directly between the passenger or the airline.

For any cancellation made by you, for which a refund is already processed and if it is found that you have in fact used or made changes to the ticket on the same PNR (Passenger Name Record) directly with the airline, YTTL reserves the right to debit your original mode of payment against the amount which has been refunded to you.

A non-refundable service fee will be charged for all low-cost airlines.

Refunds

It is mandatory to contact YTTL for all refunds, as the airline will not be able to refund your tickets booked on the YTTL website.

Processing times for cancellation and refund requests vary.

Refunds generally and refund for partially utilized tickets (for e.g. only one sector flown & other sector cancelled) may take between 4(four) to 5(five) weeks depending on the airline.

In the case of death of a passenger, the processing time for the refund may take about 8 (eight) weeks.

 YTTL shall refund your booking amount after deducting cancellation charges only after the respective airline or service provider processes your eligible refund.

Connection or layover time

For passengers that book a series of one-way tickets (e.g. separate ticketing), passengers need to check if the Minimum Connection Time (MCT) is enough between flights. YTTL might provide different airlines as a cost effective option but YTTL would not be responsible if any one of the airlines rescheduled the itinerary that would result in a shorter connection time, thereby risking a missed flight. To avoid any issues endeavour to either book a return flight (and the airline will manage the MCT for you) or that you have adequate time during your connection or layover to catch your next flight.

HOTEL BOOKING POLICY

Booking conditions

By making a reservation on our website, you accept and agree to the relevant accommodation booking conditions, including cancellation and no-show policies applicable to that booking, and to any additional (delivery) terms and conditions of the accommodation that may apply to your reservation or during your stay, including for services rendered and/or products offered by the accommodation (the delivery terms and conditions of an accommodation can be obtained with the relevant accommodation).

Late arrival and failure to check-in (no-show)

While you should contact YTTL if you wish to cancel a cancellable reservation in advance of your stay, if you are going to be delayed on your date of check-in or find that you cannot check-in to your hotel on the date you requested, you should contact the accommodation directly to let them know. If you fail to check-in to your accommodation on the day of your reservation and do not alert them, the remaining portion of your reservation may be cancelled and you may not be entitled to a refund, depending on the terms and conditions of the applicable accommodation.

Cancellations and amendments

Accommodation cancellation policies vary: Certain reservations cannot be cancelled and are non-changeable; others require you to pay a penalty if you cancel; and still others are fully refundable. Please note that certain rates or special offers are not eligible for cancellation or change. Some accommodations will charge extra for early or late check out.

The general cancellation and amendment policy of the accommodation is made available on the website at the accommodation information pages or under “booking conditions”, “cancellation policies” or the like, and in the confirmation email and voucher. We recommend that you read the cancellation and no-show policy of the accommodation carefully prior to making your reservation.

Regardless of the accommodations’ cancellation and amendment policy, YTTL reserves the right to charge a cancellation or amendment fee, and this will be indicated on the website. Please carefully check the accommodation details for any such conditions prior to making your reservation.
If you wish to review, adjust, or cancel your reservation, please revert to the confirmation email and follow the instructions therein, or contact our customer support team.

Special requests

Many accommodations have specific policies around children, accompanying travellers and/or accompanying pets. As indicated above, you are strongly advised to check with customer service or the accommodation itself to verify the accommodation policies.

Special Needs

If you have special needs (e.g. wheelchair-bound, hearing or visually impaired), then you can check under “hotel facilities” if the accommodation can facilitate your needs. We highly recommend that you contact our customer service team or the accommodation directly and verify if they can make arrangements for you. Please note that all special requests are subject to availability and cannot be guaranteed by YTTL. Depending on the policy of the applicable accommodation, your reservation will be refunded, cancelled or modified if special needs cannot be met. If available, your request will be confirmed upon arrival.

Late arrivals

All accommodations have specific check-in and check-out timings, and in some cases the accommodation might not have a 24-hour reception or check-in desk. In such cases we advise that you contact the accommodation and inform them of your estimated time of arrival to avoid any disappointment.

Group bookings

On our website you can book up to 6(six) rooms for one accommodation for the same arrival date. If we determine that you have booked reservations for more than 6(six) rooms in total in separate reservations, we may cancel your reservations and charge you a cancellation fee (if applicable). If you paid a non-refundable deposit, your deposit will be forfeited.

At the accommodation

Once you have arrived at your booked accommodation but certain promised facilities were not available to you, then we advise you to lodge your grievance with the accommodation management.

INDEMNITY & LIMITATION OF LIABILITY

As a condition of use of the YTTL website, you agree to indemnify us, our Group Members, Affiliate and any of their officers, Directors, employees and agents from and against any claims, causes of action, demands, recoveries, losses, damages, fines, penalties or other costs or expenses of any kind or nature including but not limited to reasonable legal and accounting fees brought by third parties as a result of:

• Your breach of these terms

• Your violation of any law or the rights of a third party; or

• Your use of our information.

In no event will the website or any of its contractors, Directors, employees, agents, third party partners, licensors or supplier’s total liability to you for all damages, liabilities, losses and causes of action arising out of or relating to

1. This agreement

2. The services

3. Your use or inability to use the services or the site (including any and all materials) or any reference sites, or

4. any other interactions with the website, however caused and whether arising in contract, tort including negligence, warranty or otherwise, exceed the amount paid by you, if any for using the portion of the services or the site giving rise to the cause of action or $100 (One hundred United States Dollars) whichever is less.

LINK TO THIRD-PARTY WEBSITES

Our website may contain links to other sites and resources provided by third parties. Such links are provided for your information only and do not imply any endorsement of the material contained within such sites or resources.

We have no control over the contents of those sites or resources. In particular we are not responsible for the privacy or other practices of such sites.

WAIVER

The failure of the website to exercise or enforce any right or provision of this Agreement will not constitute a waiver of such right or provision.

Any waiver of any provision of this Agreement will be effective only if in writing signed by YTTL

GRIEVANCES

We are committed to customer satisfaction, so if you have a problem, dissatisfied with any aspect of the website or have any grievances about any services provided by the website, we will try to resolve your concerns should you contact us on+234 811 166 9663

If We are unsuccessful, you may pursue claims as explained in this section.

You agree to give us an opportunity to resolve any disputes or claims relating in any way to our information, Bookings, any dealings with our Customer Support Agents and Affiliates or any representations made by us by contacting us through the Customer service details provided at the time of booking.

If we are unable to resolve your claims within 90 (ninety) days you may seek relief through Mediation at the Lagos Multi Door Court House, Igbosere, Lagos, Nigeria

FORCE MAJEURE

We are not liable to pay any compensation in the event of a force majeure. Force majeure includes but not limited to war, threat of war, riots, acts of a sovereign state, earthquakes, flood, famine, explosion, civil strife, industrial disputes, terrorist activities, natural, nuclear disaster, fire, global/National pandemic, adverse weather conditions, “acts of God” or other similar events beyond human control, our control and that of our  suppliers.

GENERAL

• Our performance of these Terms are subject to existing laws and legal process and nothing contained in these Terms limit our right to comply with law enforcement or other governmental or legal requests or requirements relating to your use of our information or information provided to or gathered by us with respect to such use.

• We may transfer our rights and obligations under these Terms to another organisation but this will not affect your rights or our obligations under these Terms. You may only transfer your rights or your obligations under these Terms to another person if we agree in writing.

• To the extent allowed by applicable law, you agree that you will bring any claim or cause of action arising within 1(one) year from the date on which such claim or action arose or accrued or such claim or cause of action will be irrevocably waived.

• If any part of these Terms is found to be invalid, illegal or unenforceable, the validity, legality and enforceability of the remaining provisions will not in any way be affected or impaired. Our failure or delay in enforcing any provision of these Terms at any time does not waive our right to enforce the same or any other provisions in the future.

• Any rights not expressly granted herein are reserved.

CHOICE OF LAW

Your use of the website and the Terms and Conditions is subject to the Laws of the Federal Republic of Nigeria and you agree to submit to the exclusive jurisdiction and application of the Laws of the Federal Republic of Nigeria.

Nevertheless, the website reserves the right to bring proceedings to the country of your location.

NOTICE

YTTL may provide you with notices and communications by email, regular mail or postings on the site or by any other reasonable means.

Except as otherwise set forth herein, notice to the website must be sent by courier or registered mail to Yone Travels & Tours Limited (YTTL), Plot 1064A Abagbon Close, off Adeola Odeku Street, Victoria Island Lagos.