These Booking Terms apply when you book a flight, a hotel room, or any other travel product through Viro. They are in addition to our Terms and Conditions and our Privacy Policy. By completing a booking you confirm that you have read and accepted the version of these terms shown to you at checkout, and we record which version that was and when you accepted it.
Viro is a ticket agent. We arrange travel supplied by third parties — airlines, hotels and other providers. We are not the operator of any flight or the proprietor of any property. The supplier's own terms govern the travel itself: an airline's conditions of carriage and fare rules, or a property's rate conditions and house rules. Those terms are shown to you before you pay and are included in your confirmation email. Where they conflict with these Booking Terms in respect of the travel itself, the supplier's terms prevail.
You must be at least 18 years old to make a booking. When you book for more than yourself, you are the lead traveller: you confirm that you are authorised by every other traveller — or, for a minor or someone in your care, legally entitled — to book for them, to give us their personal and travel-document details, and to accept these terms and the supplier's terms on their behalf.
We deal with the lead traveller. Confirmations, changes, cancellation quotes and refunds all go through you, and a refund is returned to the card that was charged. Confirmations and cancellation notices are also sent to each traveller directly, because they need them to travel.
Airlines and properties set their own rules for minors, infants, child fares and unaccompanied travel. Those rules are theirs, and we cannot waive them.
Viro is the merchant of record for bookings paid through the Viro checkout. Your card is charged by Viro, not by the airline or property, and the charge will appear as Viro with a reference to your trip. If you do not recognise a charge, please contact us before disputing it with your bank — we can almost always resolve it faster than a chargeback can.
When you check out we authorise your card for the total shown. We capture that authorisation — actually take the money — once the supplier confirms the booking. If the supplier cannot confirm it, we release the authorisation and you are not charged, though your bank may take a few days to clear the pending item.
You are never charged more than the total you authorised at checkout. If a price changes before the booking is confirmed we tell you and ask again.
Held bookings. Some fares can be held at the quoted price without payment until a stated deadline. Where that applies we show you the deadline. If it passes without payment the hold is released and the price is no longer guaranteed. A held booking is not a confirmed booking.
Prices come from our suppliers and can change until the booking is confirmed. We re-check the price immediately before charging your card and show you the current amount; if it has changed, we tell you before you pay. Supplier prices are time-limited and expire, sometimes within minutes.
Viro charges a service fee, shown as a separate line at checkout and included in the total you authorise. The fee is a percentage of the supplier price and is disclosed before you pay. The fee that applied to your booking is the one recorded on it; a later change to our fees does not affect a booking you have already paid for.
Very occasionally a price is obviously wrong — a mis-keyed fare, a supplier feed error. Where a price is manifestly incorrect and you could not reasonably have believed it was genuine, we may cancel the booking and refund you in full rather than honour it.
We charge you in the currency shown at checkout, which is the currency the supplier priced the booking in. If that is not the currency of your card, your bank sets the exchange rate and may add a foreign transaction fee — neither is set by or paid to Viro, and a refund converted back may differ from what you originally paid because the rate moved.
For flights, you may cancel within 24 hours of booking for a full refund, regardless of the fare rules, provided the booking was made at least seven days before departure. This reflects the US Department of Transportation requirement at 14 CFR 259.5(b)(4). Where a fare allows it, we may instead hold your seats at the quoted price without charging your card until you confirm.
Credit card refunds for air travel are processed within seven business days of the refund becoming due. How quickly the money appears on your statement after that is up to your bank.
Outside the 24-hour window described above, what you get back depends entirely on the supplier's rules for the fare or rate you bought. Those rules are shown to you before you pay. Many cheap fares and rates are non-refundable, and some are non-changeable. Before you confirm a cancellation we show you the exact refund the supplier has quoted, in money, and nothing is cancelled until you accept it.
Supplier cancellation and change fees pass through to you. Where the supplier refunds your booking in full, we refund our service fee as well. Where the supplier refunds nothing, we retain the service fee for the work already done, except inside the 24-hour flight window, where you are refunded in full.
We cancel with the supplier first and refund you second. If a refund fails after a cancellation has gone through, the money is still owed to you and we will complete it manually.
Refunds go back to the card that was charged. We cannot refund to a different card or by another method.
The name on an airline ticket must match the traveller's passport or government-issued ID exactly. You are responsible for the accuracy of the names, dates of birth and travel-document details you give us. Airline tickets are generally non-transferable, and correcting a name after ticketing carries an airline fee — or, on some fares, is not possible at all and requires buying a new ticket.
To make a booking we pass each traveller's legal name, title, date of birth, the gender shown on their travel document, email address and phone number to our booking provider, which passes them to the airline, property or distribution system providing the travel. There is no way to issue a ticket without them.
Once a supplier holds those details it does so under its own privacy policy, and we cannot retract them. We keep records of bookings and payments — including the passenger details attached to them — for seven years for tax and accounting purposes. Our Privacy Policy explains this in full.
Some hotel rates involve money we do not collect. Resort fees, city and tourist taxes, parking, incidentals and similar charges are collected by the property at check-in and are shown separately at checkout as payable at the property. They are not part of the amount Viro charges you.
Rates differ in when payment is due. A pay-now rate is charged in full at booking. A deposit rate is charged in part at booking, with the balance collected by the property. A guarantee rate is paid entirely at the property; your card secures the room and Viro charges only its service fee. Which type you are buying is stated at checkout. Properties may also place a hold on your card at check-in for incidentals.
You are responsible for holding a valid passport and any visas, transit permits, vaccinations or other documents required for every country on your itinerary, including countries you only transit. Requirements depend on your nationality and change frequently. Viro does not verify your documents and is not liable if you are denied boarding or entry. Check with the relevant embassy or consulate before you travel.
Fares include only what the airline says they include. Checked baggage, seat selection, priority boarding and meals are frequently excluded and are purchased from the airline directly unless stated otherwise at checkout. Baggage allowances and fees are set by the operating carrier.
Requests for wheelchair assistance, accessible rooms, service animals, medical equipment, dietary requirements or any other special assistance are fulfilled by the airline or property, not by Viro. We will pass a request on where we can, but we cannot guarantee it — and a request recorded on a booking is not a confirmation that it has been granted.
If you need assistance to travel safely, contact the airline or property directly to confirm it before you travel. Deadlines apply to some requests, and some require advance medical documentation.
Airlines change schedules, delay flights and cancel them. Where we are told of a change to your booking we will pass it on and, where the airline offers one, present your options. Rebooking, compensation and refunds in these situations are governed by the airline's policy and applicable law, not by Viro. In an irregular operation the airline is the party that can move you; contact them directly if you are at the airport.
Neither Viro nor our suppliers are liable for failures caused by events outside reasonable control — weather, air traffic control, strikes, civil unrest, epidemics, government action.
We strongly recommend comprehensive travel insurance covering cancellation, medical costs, and baggage. Viro does not provide insurance and is not an insurance broker; we do not advise on cover, and any policy you buy is a contract between you and the insurer.
If something is wrong with a charge, contact us first at booking@viro.travel. We keep records of every booking, the terms you accepted, and when you accepted them, and we will provide them in response to a dispute. Repeated or bad-faith chargebacks may result in suspension of your Viro account.
Viro's liability arising from a booking is limited to the amount you paid Viro for it, except where such a limit is not permitted by law. Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for any other liability that cannot lawfully be excluded. Your statutory rights as a consumer are not affected. Viro is not liable for the acts or omissions of suppliers.
These Booking Terms are governed by the laws of the State of Delaware, without regard to conflict-of-laws rules, and the courts of that state have jurisdiction — except where the consumer-protection law of your place of residence gives you the right to bring a claim elsewhere, which it may. The dispute resolution process in our Terms and Conditions applies to booking disputes as well: please raise the problem with us first.
Several US states require sellers of travel to register. Our registration numbers are listed here and on your booking confirmation where required.
Registrations pending. Viro is not currently accepting bookings from residents of states requiring Seller of Travel registration. This section will list the applicable California (CST), Florida, Washington, Hawaii, Iowa and Nevada registration numbers once issued, together with the trust account or consumer restitution fund disclosures those states require.
Viro Travel LLC., 115 Old Stonewall Rd, Easton, CT 06612, United States
Questions about a booking: booking@viro.travel. Everything else: info@viro.travel.