Terms and Conditions

GEL TRAVEL & TOURISM LLC

Terms and Conditions

Travel Services, Visa Assistance & Chauffeur Services

Effective / Last Updated: 08 October 2026 | Website: https://geltravel.ae

Important: By requesting a quotation, confirming a booking, making any payment or using a service supplied or arranged by GEL Travel & Tourism LLC, the Client confirms that they have read, understood and accepted these Terms and Conditions, together with the applicable quotation, itinerary, voucher, invoice, payment receipt, Privacy Policy and Disclaimer.

Document Structure

1. Scope, Acceptance and Contract

These Terms and Conditions govern all products and services sold, supplied, arranged or coordinated by GEL Travel & Tourism LLC (“GEL Travel”, “GEL”, “we”, “us” or “our”) to the person or organisation making or benefiting from a booking (the “Client”, “you” or “your”).

The applicable quotation, booking form, itinerary, voucher, invoice, payment receipt, written booking confirmation, Privacy Policy and Disclaimer form part of the agreement between GEL Travel and the Client.

A booking is treated as accepted when GEL Travel issues a written confirmation or when the Client makes the required payment, whichever occurs first. Requests, quotations and availability checks do not create a confirmed booking unless GEL Travel confirms them in writing.

The person making a booking on behalf of other travellers or passengers confirms that they are authorised to accept these Terms on behalf of all persons included in the booking and will communicate all relevant booking information to them.

2. Booking Information and Client Responsibilities

The Client must provide complete and accurate names, dates, contact details, passenger numbers, luggage details, flight details, destination information and any other information reasonably required to fulfil the booking.

Names for airline tickets, visas and other travel documents must match the traveller’s passport or other official travel document exactly. Changes may be restricted or subject to supplier fees.

The Client must promptly check all confirmations, itineraries, tickets and vouchers and notify GEL Travel of any error or discrepancy as soon as possible.

Special requirements, including child seats, accessibility needs, excess luggage, oversized baggage, dietary requirements or special assistance, must be disclosed before confirmation and remain subject to availability and supplier acceptance.

3. Prices, Payments, Taxes and Charges

All prices are subject to availability at the time of confirmation and may change before payment or ticketing because of supplier pricing, airfare changes, exchange rates, taxes, government fees, fuel surcharges or other supplier-imposed charges.

The Client must comply with the payment schedule stated in the quotation, invoice, booking confirmation or supplier terms. Failure to pay on time may result in automatic cancellation or loss of availability.

Unless expressly stated otherwise, prices exclude VAT and any local taxes, tourism fees, resort fees, security deposits, border charges, government fees or supplier charges payable directly at destination.

GEL Travel may require full or partial advance payment before confirming a service. A payment is considered received only when cleared funds are received by GEL Travel or an authorised payment processor.

Bank fees, payment-gateway charges, currency conversion costs and card-issuer fees, where applicable, are the Client’s responsibility unless GEL Travel confirms otherwise in writing.

4. Third-Party Suppliers and Independent Services

GEL Travel may act as an organiser, booking agent or intermediary for independent suppliers including airlines, hotels, cruise lines, tour operators, attraction providers, transport companies, insurance providers and other third parties. GEL Travel does not own or control those independent suppliers and does not control their day-to-day operations.

Supplier terms, fare rules, cancellation conditions, check-in requirements, baggage rules and refund policies apply in addition to these Terms.

Where a supplier changes, delays, cancels, overbooks or fails to provide a service, GEL Travel will use reasonable efforts to assist the Client, but the supplier remains responsible for its own acts and omissions to the extent provided by applicable law.

GEL Travel may substitute a service with a reasonably comparable alternative where necessary because of availability, operational requirements or circumstances beyond GEL Travel’s control, subject to the applicable supplier terms and the nature of the booking.

5. Amendments and Booking Changes

A Client-requested change is subject to availability, supplier approval and any applicable fare difference, reissue fee, amendment fee, cancellation charge or administrative cost.

Changing a confirmed tour, package, ticket, hotel, date, route, passenger name or service may be treated by the supplier as a cancellation and new booking.

If the requested date, class, room type, vehicle class or service is unavailable, any upgrade, replacement or price difference must be paid by the Client before the amended booking is confirmed.

6. Travel Services Terms

This section applies to flights, hotels, holiday packages, tours, excursions, attraction tickets, cruises, travel insurance, visa assistance and other travel products arranged or sold by GEL Travel.

6.1 Flights and Airline Tickets

Airline tickets are subject to the airline’s fare rules, baggage policy, check-in deadlines, schedule changes, cancellation terms and conditions of carriage.

Confirmed reservations do not prevent an airline from changing schedules, aircraft, routing, seat assignments or operating arrangements, or from denying boarding in accordance with its own rules or applicable law.

The Client is responsible for arriving at the airport in sufficient time and complying with airline check-in, boarding, transit and documentation requirements. Missed flights and no-shows may result in loss of the ticket value and additional rebooking costs.

Where a flight is delayed, cancelled, overbooked or rescheduled by the airline, GEL Travel may assist with communication or rebooking where possible, but airline remedies and compensation are governed by the airline’s rules and applicable law.

6.2 Hotels and Accommodation

Hotel bookings are subject to the property’s check-in / check-out times, occupancy limits, deposit requirements, cancellation policy, house rules and local charges.

Room photographs and descriptions are illustrative and may vary by room allocation, refurbishment, local classification standards or property changes.

The Client may be required to present identification, a payment card or a refundable security deposit at check-in. Local tourism fees or resort charges may be payable directly to the property unless expressly included in the booking confirmation.

6.3 Holiday Packages, Tours, Excursions, Cruises and Attraction Tickets

Itineraries are subject to operational conditions, opening hours, weather, traffic, minimum participation, supplier availability, government restrictions and other local conditions.

GEL Travel may reasonably alter the sequence, timing or supplier of an itinerary where necessary, while aiming to preserve the overall nature and standard of the booked service.

Tickets, excursions, cruises and special offers may be non-refundable or date-specific. Once issued, changes may be restricted or unavailable under supplier rules.

No refund is due for services, meals, admissions, transfers or other inclusions that the Client voluntarily does not use or replaces independently, except where required by applicable law or expressly approved by the supplier.

6.4 Visa Assistance and Immigration Requirements

Visa assistance is an application support service only. Visa issuance, processing time, validity, entry permission and final approval are solely determined by the relevant embassy, consulate, immigration authority or government body.

The Client must provide complete, genuine and timely documents and information requested for the application. GEL Travel is not responsible for a refusal, delay or additional document request by an authority.

Applying for a visa through GEL Travel does not remove or change the cancellation conditions of any flight, hotel, package or other travel service already booked.

If a visa is refused, any postponement, rebooking or refund remains subject to the rules and availability of the relevant travel suppliers. GEL Travel may, at its discretion, assist with alternative dates or arrangements where possible.

6.5 Passports, Entry Rules, Health and Travel Documents

Each traveller is responsible for holding a valid passport, visa, residence permit, transit visa, vaccination certificate, health insurance, return/onward ticket and any other document required by the destination, transit country, airline or authority.

Entry requirements can change without notice. The Client should verify current requirements with the relevant authority before travel.

GEL Travel is not responsible where a traveller is denied boarding, transit or entry because required documents are missing, invalid, expired, inaccurate or otherwise unacceptable to the relevant authority.

6.6 Travel Insurance

GEL Travel strongly recommends adequate travel insurance covering medical expenses, trip cancellation, delays, missed connections, baggage, personal effects and other material travel risks.

Insurance coverage, exclusions and claims are governed by the insurer’s policy wording. The Client is responsible for confirming that the chosen policy is suitable for their needs.

6.7 Baggage and Personal Belongings

Baggage and personal effects remain the Client’s responsibility at all times. Airline or supplier baggage limits, excess baggage charges and restricted-item rules apply.

Valuables should not be left unattended and, where available, should be stored in a hotel safe or other secure facility. GEL Travel is not responsible for loss or damage caused by independent suppliers except to the extent required by applicable law.

6.8 Travel Cancellations, No-Shows and Refunds

Travel cancellation and refund rules are product-specific. The supplier’s fare rules and cancellation policy stated in the quotation, invoice, voucher or booking confirmation will apply.

Many promotional fares, air tickets, attraction tickets, hotel rates and package components are non-refundable after confirmation. Where a product is expressly sold as non-refundable, cancellation may result in a 100% charge.

A no-show, missed departure, late arrival or failure to use a confirmed service may result in a 100% charge or loss of the relevant booking value under supplier rules.

Approved refunds are processed only after GEL Travel receives the refundable amount from the relevant supplier, where applicable. Processing may take up to 30 days after approval, excluding additional bank, card-issuer or supplier processing time.

Refunds are generally returned to the original payment method where practicable. Currency conversion differences, bank charges and supplier deductions may affect the final amount received.

7. Chauffeur Service Terms

This section applies to airport transfers, point-to-point journeys, corporate transfers, hourly / half-day / full-day hire, event transfers, inter-emirate journeys and inter-GCC chauffeur services supplied or coordinated by GEL Travel.

7.1 Chauffeur Charges and Inclusions

Unless the quotation states otherwise, chauffeur charges include the professional driver, fuel, Salik / UAE road tolls, airport parking charges and comprehensive vehicle insurance applicable to the vehicle.

Complimentary bottled drinking water is provided in the vehicle.

VAT is excluded from quoted prices unless the quotation or invoice expressly states that VAT is included.

Charges for additional hours, unscheduled stops, route changes, special parking, border fees, permits or other services outside the confirmed scope may be added in accordance with the applicable tariff or revised quotation.

7.2 Waiting Time

Airport pickups include 60 minutes of complimentary waiting time. Additional waiting time is chargeable according to the applicable tariff card or quotation.

Airport drops and point-to-point transfers include 20 minutes of complimentary waiting time. Additional waiting time is chargeable according to the applicable tariff card or quotation.

The applicable waiting period starts from the confirmed pickup time unless the booking confirmation expressly states another basis. For airport pickups, Clients should provide accurate flight details so GEL Travel can coordinate the pickup appropriately.

7.3 Additional Stops, Route Changes and Extra Time

Additional stops during airport or point-to-point transfers may incur extra charges and may require prior approval depending on timing and route.

Hourly, half-day and full-day bookings are subject to the booked duration and service area. Extra time beyond the confirmed duration will be charged at the applicable extra-hour rate or as otherwise quoted.

7.4 Vehicle Class, Capacity and Substitution

A specific vehicle model is supplied subject to availability. Where operationally necessary, GEL Travel may provide a vehicle of the same or higher class without reducing the booked passenger or luggage capacity.

The Client must select a vehicle suitable for the number of passengers and amount of luggage. GEL Travel may refuse unsafe overloading or require an additional vehicle at extra cost.

Child seats, special equipment and accessibility arrangements are subject to advance request and availability and may incur an additional charge.

7.5 Passenger Conduct and Vehicle Care

Smoking, vaping, consumption of alcohol and eating are not permitted inside the vehicle. Complimentary bottled water is permitted.

Passengers must behave respectfully toward the chauffeur and vehicle and must comply with applicable laws and safety instructions.

The Client may be charged for exceptional cleaning, damage or repair caused by passengers, excluding normal wear and tear.

GEL Travel may terminate a service where passenger behaviour is unlawful, abusive, threatening, unsafe or likely to damage the vehicle, without prejudice to any amounts already due.

7.6 Booking Methods and Advance Notice

Bookings may be requested through GEL Travel’s website, email, WhatsApp or another authorised booking channel. A request is not confirmed until GEL Travel issues written confirmation.

Regular cars: minimum 4 hours’ advance notice is required for confirmed availability.

Premium cars and SUVs: minimum 12 hours’ advance notice is required for confirmed availability.

Short-notice bookings may be accepted subject to vehicle and chauffeur availability but are not guaranteed.

7.7 Chauffeur Cancellation Policy

Note: A booking confirmation or special quotation may contain a different cancellation schedule for a specific vehicle, event, inter-city, cross-border or contracted corporate booking. Where stated, the specific written booking conditions take precedence.

7.8 Delays, Traffic and Mechanical Issues

Journey times are estimates only. GEL Travel is not responsible for delays caused by traffic, road closures, accidents, weather, security checks, airport congestion, border procedures or other circumstances outside reasonable control.

If a vehicle suffers a mechanical issue or becomes unavailable during service, GEL Travel will use reasonable efforts to provide a replacement vehicle or alternative arrangement. Where service time is materially lost, any credit or compensation will be considered according to the circumstances and the confirmed booking terms.

7.9 Inter-Emirate and Inter-GCC Chauffeur Journeys

Cross-border journeys are subject to border operating conditions, immigration requirements, passenger eligibility, vehicle permissions, insurance limitations, permits and any government restrictions in force at the time of travel.

Each passenger is responsible for holding the required passport, visa, residency or entry documents. Border delays, refusal of entry or documentation issues are outside GEL Travel’s control.

Any border fees, permits, tolls or other charges not included in the written quotation may be payable separately.

8. Refunds and Unused Services

No refund is payable for voluntarily unused portions of a confirmed service, including unused meals, admissions, hotel nights, transfers, tours, waiting time or other inclusions, unless the applicable supplier policy or law provides otherwise.

Where GEL Travel approves or receives a refundable amount from a supplier, the refund will be processed after applicable cancellation charges, supplier deductions, bank fees and other authorised costs.

Refund timing depends on the supplier and payment method. GEL Travel will use reasonable efforts to process an approved refund within 30 days after the refundable amount is confirmed or received, where applicable.

9. Promotions, Offers and Special Schemes

Special offers, promotions, discount codes and schemes may have additional terms, restricted dates, minimum spend, payment deadlines or non-refundable conditions.

To receive a promotional benefit, the Client must comply with all stated conditions and payment deadlines. Failure to do so may result in loss of the promotion without compensation.

Promotions cannot be combined unless expressly stated and may be withdrawn or amended before booking confirmation, subject to applicable law.

10. Force Majeure and Events Beyond Reasonable Control

GEL Travel will not be responsible for failure, delay or disruption caused by events beyond reasonable control, including severe weather, natural disasters, epidemics or public-health restrictions, strikes, civil disturbance, war, terrorism, government action, border closure, airspace closure, supplier insolvency, transport disruption, road closure, utility failure or similar events.

Where such an event affects a booking, GEL Travel may offer an alternative, postponement, credit or refund only to the extent available under the relevant supplier terms and applicable law.

11. Liability

GEL Travel is responsible for providing its own services with reasonable care and skill. Independent suppliers remain responsible for the services they operate.

To the fullest extent permitted by applicable law, GEL Travel is not liable for indirect, consequential or purely economic loss arising from supplier acts, delays, itinerary changes, missed connections, baggage loss or other events outside GEL Travel’s reasonable control.

Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited under applicable law.

12. Complaints and Service Issues

The Client should report a problem immediately while travelling or during a chauffeur service so that GEL Travel or the relevant supplier has a reasonable opportunity to resolve it.

Any formal complaint should be submitted in writing within 7 days after completion of the affected service or tour, together with the booking reference and supporting evidence where available.

13. Privacy and Personal Information

GEL Travel may collect and share personal information reasonably necessary to arrange bookings, process payments, obtain visas, communicate with suppliers and provide services.

Personal information is handled in accordance with GEL Travel’s Privacy Policy and applicable data-protection requirements. Certain bookings require personal information to be shared with airlines, hotels, authorities, payment providers or other suppliers in or outside the UAE.

14. Changes to These Terms

GEL Travel may update these Terms from time to time. The version applicable to a booking is generally the version in force when the booking is confirmed, unless a change is required by law or expressly agreed in writing.

Supplier terms may change independently and may apply to the relevant product from the date imposed by that supplier or authority.

15. Governing Law and Dispute Resolution

The parties should first attempt to resolve any dispute in good faith through direct discussion. The applicable governing law and forum may depend on the contracting GEL entity and the booking document issued to the Client. Where the contracting entity is GEL Travel & Tourism LLC in the United Arab Emirates, the booking is subject to applicable UAE law and the jurisdiction stated in the relevant booking documentation, unless mandatory law requires otherwise.

16. Notices and Contact

Booking changes, cancellations, complaints and other formal notices should be sent through the official GEL Travel contact details shown on the booking confirmation, invoice or website.

Website: https://geltravel.ae

For urgent travel or chauffeur matters, Clients should use the contact channel stated in their confirmation or voucher so the relevant operations team can respond promptly.

Acceptance

By confirming a booking or making payment, the Client acknowledges that they have read, understood and accepted these Terms and Conditions and any additional supplier-specific conditions provided with the booking.