Effective date: 01/09/2025 | Version: 1.0
Thank you for visiting www.myblueterra.com. This website is owned and operated by BlueTerra L.L.C-FZ, a limited liability company registered under the Meydan Free Zone Authority, Dubai, United Arab Emirates, under Licence Number 2533928.01.
These Booking Terms and Conditions form the basis of the agreement between BlueTerra L.L.C-FZ (“BlueTerra”, “we”, “us” or “our”) and the person making the booking, together with all travellers included in that booking (“you”, “your” or “traveller”). By confirming a booking or making any payment to BlueTerra, you acknowledge that you have read, understood and accepted these terms.
Each itinerary prepared by BlueTerra is designed according to the requirements and preferences communicated by the traveller. Before confirmation, we will provide an itinerary, quotation or proposal setting out the principal travel arrangements, inclusions, exclusions, pricing and applicable payment terms. A booking is not confirmed until:
Availability and prices remain subject to change until the booking is confirmed. The person making the booking will be considered the lead traveller. The lead traveller is responsible for:
BlueTerra is not responsible for errors arising from inaccurate or incomplete information provided by the traveller.
BlueTerra’s planning, consultation, booking, amendment, visa-assistance and administrative fees may be non-refundable once the applicable work has commenced.
Comprehensive travel insurance is strongly recommended for every traveller and may be made a condition of booking for certain trips. The insurance should provide appropriate coverage for:
It is the traveller’s responsibility to review the insurance coverage, exclusions and claim procedures and ensure that the policy is suitable for the trip. BlueTerra is not responsible for losses, expenses or claims arising from a traveller’s failure to obtain adequate insurance or comply with the insurer’s requirements.
Travellers are responsible for ensuring that they:
Visa guidance provided by BlueTerra is based on information available at the time and is offered as assistance only. Visa approval, processing time and entry permission remain entirely at the discretion of the relevant embassy, consulate, immigration authority or government. BlueTerra does not guarantee visa approval or entry into any country and will not be responsible for losses resulting from visa refusal, delayed processing, denied boarding, immigration refusal or insufficient documentation. Unless otherwise stated, the standard cancellation conditions will continue to apply if a traveller is unable to travel because of a visa or documentation issue.
Travellers must inform BlueTerra before booking of any disability, reduced mobility, medical condition, allergy, dietary requirement or other circumstance that may affect the suitability or safe operation of the proposed itinerary. Health and mobility information may be shared with relevant suppliers only as reasonably necessary to assess and provide the requested travel arrangements, in accordance with our Privacy Policy.
Requests to amend or cancel a booking must be submitted to BlueTerra in writing by the lead traveller. An amendment will take effect only after BlueTerra confirms it in writing. All amendments remain subject to supplier approval and availability.
A service fee of USD 25 or its equivalent may apply to each requested amendment, in addition to any fare difference, supplier fee, cancellation charge or other cost resulting from the change.
Name changes and booking transfers are not automatically permitted. Airlines and other suppliers may treat a name change or traveller substitution as a cancellation and new booking.
Unless different conditions are specified in the quotation, booking confirmation or supplier terms, the following cancellation charges will apply:
Some arrangements may carry stricter cancellation conditions. These may include flights, cruises, villas, special-event accommodation, promotional fares, group allocations, attraction tickets and other prepaid services. Where disclosed before confirmation, the traveller will be responsible for non-recoverable supplier charges that exceed the standard cancellation scale.
Scheduled airlines commonly impose significant or complete cancellation charges and may not permit name changes. Airline tickets remain subject to the applicable fare rules and conditions of carriage.
If cancellation charges are lower than the amount already paid, any remaining recoverable balance will be processed after the relevant suppliers confirm the cancellation and return the applicable funds to BlueTerra. Any recoverable amount may be reduced by:
The amount and processing time of any repayment will depend on the relevant supplier’s policies and the date on which BlueTerra receives the funds.
BlueTerra may make changes to or cancel a booking where reasonably necessary due to supplier changes, operational requirements, insufficient participant numbers, safety considerations, government restrictions, or unavoidable and extraordinary circumstances. Minor changes may be made without compensation where they do not materially affect the overall travel experience.
If a material change or cancellation occurs, BlueTerra will notify the lead traveller as soon as reasonably practicable. Depending on the circumstances, availability, supplier conditions and applicable law, BlueTerra may offer one or more of the following:
The value of alternative arrangements may differ from the original booking. Any additional cost must be paid by the traveller before the revised booking is confirmed. Any repayment will be subject to the fare rules, cancellation policies and processing timelines of the applicable airlines, hotels, destination-management companies and other suppliers. BlueTerra cannot guarantee the amount or timing of a supplier repayment until it has been confirmed or received from the relevant supplier.
Where a trip requires a minimum number of participants, this requirement will be stated in the relevant quotation or booking information. If the minimum number is not reached, BlueTerra may cancel the trip and will ordinarily notify travellers. Different notification periods may apply where clearly stated in the booking confirmation.
Except where required by applicable law, BlueTerra will not be responsible for compensation, consequential losses or additional expenses resulting from changes or cancellations caused by unavoidable and extraordinary circumstances. Nothing in these terms excludes or limits any mandatory rights available to the traveller under applicable UAE law.
“Unavoidable and Extraordinary Circumstances” means an event or situation beyond the reasonable control of BlueTerra or the relevant supplier whose consequences could not reasonably have been avoided despite taking appropriate measures. These circumstances may include, without limitation:
BlueTerra will exercise reasonable care when selecting suppliers and arranging the services included in the confirmed itinerary. Travel services may be provided by independent suppliers, including airlines, hotels, transport operators, cruise lines, destination-management companies, guides and activity providers.
If a traveller experiences a problem during the trip, the traveller must notify BlueTerra and the relevant supplier without unreasonable delay and allow a reasonable opportunity for the matter to be investigated and addressed. Failure to report a problem promptly may limit BlueTerra’s and the supplier’s ability to provide assistance or assess a later claim.
Where a confirmed service is not delivered as agreed, BlueTerra will assess the matter according to:
Where appropriate, a remedy may include rectification, an alternative service, a travel credit, a proportionate price adjustment or repayment of recoverable amounts. BlueTerra does not guarantee that a particular remedy will be available. Any remedy remains subject to the circumstances, supplier conditions and applicable law.
To the maximum extent permitted by applicable law:
Airlines, cruise lines, hotels, transport providers and other suppliers operate under their own terms and conditions. Their liability may also be limited by applicable international conventions and local laws. Nothing in these terms excludes liability that cannot legally be excluded, including liability arising from fraud, wilful misconduct or any other matter for which liability cannot be limited under applicable law.
Flight schedules, routes, aircraft types, seat assignments and operating carriers may change without prior notice. BlueTerra is not responsible for airline schedule changes, cancellations, delays, denied boarding, baggage issues or operational decisions made by an airline or transport provider. The traveller must:
Any airline claim must ordinarily be submitted directly to the operating airline. BlueTerra may provide reasonable assistance but cannot guarantee the outcome of a claim. If a flight change affects another independently booked service, BlueTerra will not be responsible for the resulting cost or loss.
BlueTerra will make reasonable efforts to communicate special requests to the relevant supplier. However, special requests cannot be guaranteed unless BlueTerra confirms them in writing as a specific contractual inclusion. Special requests may include:
Additional charges may apply. Failure to fulfil an unconfirmed special request will not constitute a breach of contract.
Only services expressly listed as included in the official booking confirmation form part of the booking arranged by BlueTerra. Optional excursions, activities, meals, transportation or other services purchased independently from third parties are outside BlueTerra’s responsibility, even if information about them was provided during the trip.
Where BlueTerra assists with arranging an additional service after departure, the supplier’s terms and additional charges will apply. Travellers participate in activities at their own risk and must comply with all safety instructions, age limits, medical requirements and other participation conditions.
Travellers must behave responsibly and comply with the laws, customs and regulations of the destination and the reasonable instructions of BlueTerra and its suppliers. BlueTerra or a supplier may terminate a traveller’s participation where the traveller’s conduct:
In such circumstances, the traveller will be responsible for resulting costs, damages and alternative arrangements. No repayment or compensation will be due except where required by applicable law.
BlueTerra collects and processes personal information as necessary to prepare, arrange and manage travel services, process payments, provide customer support and comply with legal obligations. Personal information may be shared with relevant third parties, including:
Some recipients may be located outside the United Arab Emirates. BlueTerra will handle personal information in accordance with applicable UAE data-protection requirements and its published Privacy Policy. The lead traveller must ensure that every person included in the booking understands that their personal information will be processed for these purposes.
For assistance during a trip, travellers should contact the BlueTerra emergency-support number provided in the travel documents. A traveller must report service issues as soon as reasonably possible so that BlueTerra and the relevant supplier have an opportunity to investigate and assist.
If the matter remains unresolved, the lead traveller should submit a written complaint to connect@myblueterra.com within seven days of completing the trip. The complaint should include:
BlueTerra will review the complaint and aim to provide a response within a reasonable period. The parties should first attempt to resolve any dispute in good faith. If the dispute cannot be resolved, either party may refer the matter to the competent consumer-protection authority or court.
BlueTerra works with selected airlines, hotels, destination-management companies and other travel suppliers. Payments received from travellers may be transferred to these suppliers according to the applicable booking and payment schedules. Once funds have been committed or paid to a supplier, their recovery will be subject to that supplier’s:
BlueTerra does not represent or guarantee that payments committed or made to suppliers are refundable, secured or otherwise recoverable. If a supplier becomes insolvent, ceases trading or fails to deliver a service, BlueTerra will provide reasonable assistance in seeking an available remedy but cannot guarantee the recovery of the traveller’s payment. Travellers are strongly advised to obtain insurance that provides appropriate supplier-failure or travel-disruption coverage where available.
Travel documents may include flight tickets, hotel confirmations, transport details, vouchers, emergency contacts and other relevant information. BlueTerra will ordinarily issue final travel documents by email no later than seven days before departure. However, some documents may be issued later where BlueTerra is awaiting final confirmation from a supplier. Travellers must review all documents immediately and notify BlueTerra of any error or discrepancy. BlueTerra will not be responsible for avoidable losses arising from a traveller’s failure to review the documents or report an error promptly.
BlueTerra makes reasonable efforts to keep the information on its website accurate and current. However, destination information, photographs, hotel facilities, schedules, prices and entry requirements may change. Website photographs and descriptions are provided for general guidance and may not represent the exact room, vehicle, view or service provided. No website content constitutes a confirmed booking unless it is expressly included in the traveller’s written booking confirmation.
If any part of these terms is found to be invalid, unlawful or unenforceable, the remaining terms will continue to apply.
BlueTerra’s role as either the organiser of a travel package or an intermediary arranging services provided by independent suppliers will be identified in the applicable quotation. All quotations are subject to availability and remain valid only for the period stated; prices and services are not guaranteed until payment has cleared and written confirmation has been issued. BlueTerra may correct obvious pricing, system or typographical errors before confirmation.
Travellers remain responsible for arriving on time, providing accurate personal and travel information, supervising minors, meeting all health and participation requirements, and complying with supplier rules and safety instructions. Except where required by applicable law or agreed otherwise in writing, no repayment or credit will be provided for missed departures, no-shows, early departures, denied boarding, immigration refusal or voluntarily unused services.
Any additional accommodation, transportation, meals, replacement flights or other expenses arising from traveller actions, supplier disruption or circumstances outside BlueTerra’s reasonable control will remain the traveller’s responsibility, subject to applicable law and available insurance coverage. BlueTerra may request identification, payment authorisation or source-of-funds information and may suspend or cancel arrangements where a payment is rejected, reversed, disputed without valid grounds, suspected to be fraudulent or subject to regulatory review.
The traveller will be responsible for authorised payment-reversal charges and reasonable recovery costs. BlueTerra does not guarantee the financial solvency or continued operation of independent suppliers. If any booking document conflicts with these terms, the specifically agreed booking conditions, booking confirmation and invoice will take priority, followed by the confirmed itinerary, these Booking Terms and Conditions and the relevant supplier terms.
Nothing in this section excludes or limits rights or liabilities that cannot legally be excluded under applicable UAE law.
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