Website Terms of Use


What's in these terms?

These terms tell you the rules for using our website (our “Site”).

Who we are and how to contact us is a website owned and operated by the Yusuf Bin Ahmed Kanoo Company WLL, of P O Box 45, Manama, Kingdom of Bahrain. We are registered to operate the Website under Dubai commercial licence number 216908 and have our registered office at P O Box 290 Al Karama Dubai UAE. Our main trading address is PO Box 290 Al Karama Dubai UAE (“We”). Our VAT number is 100209638400003 .

We are a limited liability company.

To contact us, please email or telephone our customer service line on 800 4262 .

By using our site you accept these terms

By using our Site, you confirm that you accept these terms of use, you agree to comply with them, you are old enough to conclude legally binding contracts and that you undertake make the necessary payments

If you do not agree to these terms, you must not use our site.

We recommend that you print a copy of these terms for future reference.

There are other terms that may apply to you

These terms of use refer to the following additional terms, which also apply to your use of our site:

  • Our Privacy Policy which governs what information we collection and how we use, store, transmit and protection such information.
  • Our Acceptable Use Policy , which sets out the permitted uses and prohibited uses of our site. When using our site, you must comply with this Acceptable Use Policy.
  • Our Cookie Policy , which sets out information about the cookies on our site.

If you purchase products or services from our site, these terms will apply to the sales. The terms ‘product’ and ‘service’ are used interchangeably throughout these terms.

We may make changes to these terms

We amend these terms from time to time. Every time you wish to use our Site, please check these terms to ensure you understand the terms that apply at that time.

We may make changes to our site

We may update and change our Site from time to time to reflect changes to our products, our users' needs and our business priorities. We are not legally bound to give you notice of any changes.

We may suspend or withdraw our site

Our Site is made available free of charge, except for when you opt to purchase services from it.

We do not guarantee that our Site, or any content on it, will always be available or be uninterrupted. We may suspend or withdraw or restrict the availability of all or any part of our Site for business and operational reasons. We will try to give you reasonable notice of any suspension or withdrawal.

You are also responsible for ensuring that all persons who access our Site through your internet connection are aware of these terms of use and other applicable terms and conditions, and that they comply with them.

We may transfer this agreement to someone else

We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.

You must keep your account details safe

If you choose, or you are provided with, a user identification code, password or any other piece of information as part of our security procedures, you must treat such information as confidential. You must not disclose it to any third party.

We have the right to disable any user identification code or password, whether chosen by you or allocated by us, at any time, if in our reasonable opinion you have failed to comply with any of the provisions of these terms of use.

If you know or suspect that anyone other than you knows your user identification code or password, you must promptly notify us at

Our responsibilities

- to advise you about the services on offer
- act as an agent between you and the service provider
- to ensure that all parties have the relevant information, based on information we receive from all parties involved - to ensure that all parties have confirmed agreement about the services to be provided
We accept no responsibility for the operation of the services produced or operated by third parties.

How you may use material on our site

We are the owner or the licensee of all intellectual property rights in our Site, and in the material published on it. Those works are protected by copyright laws and treaties around the world. All such rights are reserved.

You may print off one copy, and may download extracts, of any page(s) from our Site for your personal use and you may draw the attention of others within your organisation to content posted on our Site.

You must not modify the paper or digital copies of any materials you have printed off or downloaded in any way, and you must not use any illustrations, photographs, video or audio sequences or any graphics separately from any accompanying text.

Our status (and that of any identified contributors) as the authors of content on our site must always be acknowledged.

You must not use any part of the content on our Site for commercial purposes without obtaining a licence to do so from us.

If you print off, copy or download any part of our Site in breach of these terms of use, your right to use our Site will cease immediately and you must, at our option, return or destroy any copies of the materials you have made

You are required to provide correct information regarding your identity, contact information and any other information required by the Site to provide you with the services. Incorrect details submitted may result in denial of services and/or expose you to legal liabilities, including criminal prosecution.

If the Site permits you to create a personal account, you will be required to provide your email address and set a password. This will enable you to store products and services that you purchase on the Site. If the Site does not provide a login facility, it is your duty to download and store all purchased material on your own computer.

Do not rely on information on this site

The content on our Site is provided for general information only. It is not intended to amount to advice on which you should rely. You must obtain professional or specialist advice before taking, or refraining from, any action on the basis of the content on our Site.

Although we make reasonable efforts to update the information on our Site, we make no representations, warranties or guarantees, whether express or implied, that the content on our Site is accurate, complete or up to date. The Site comprises largely of information provided by third parties over whom we exercise no control and we are unable to guarantee their accuracy.

We are not responsible for websites we link to

Where our Site contains links to other sites and resources provided by third parties, these links are provided for your information only. Such links should not be interpreted as approval by us of those linked websites or information you may obtain from them.

We have no control over the contents of those sites or resources. The content of such party websites is the responsibility of the relevant third party and we cannot be held accountable for anything that they contain.

User-generated content is not approved by us

The Site may include information and materials uploaded by other users of the Site, including to bulletin boards and chat rooms. This information and these materials have not been verified or approved by us. The views expressed by other users on our site do not represent our views or values.

How to complain about content uploaded by other users

If you wish to complain about content uploaded by other users, please contact us on

Our responsibility for loss or damage suffered by you

Whether you are a consumer or a business user:

  • We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors and for fraud or fraudulent misrepresentation.
  • Different limitations and exclusions of liability will apply to liability arising as a result of the supply of any products to you, which will be set out in our Terms and conditions of supply.

If you are a business user:

  • We exclude all implied conditions, warranties, representations or other terms that may apply to our Site or any content on it.
  • We will not be liable to you for any loss or damage, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, even if foreseeable, arising under or in connection with:
    • use of, or inability to use, our Site; or
    • use of or reliance on any content displayed on our Site.
  • In particular, we will not be liable for:
    • Loss of profits, sales, business, or revenue;
    • business interruption;
    • loss of anticipated savings;
    • loss of business opportunity, goodwill or reputation; or
    • any indirect or consequential loss or damage

If you are a consumer user

  • Please note that we only provide our Site for domestic and private use. You agree not to use our Site for any commercial or business purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
  • If defective digital content that we have supplied, damages a device or digital content belonging to you and this is caused by our failure to use reasonable care and skill, we will repair the direct consequences of such damage. However, we will not be liable for damage that you could have avoided by following our advice to apply an update offered to you free of charge or for damage that was caused by you failing to correctly follow installation instructions or to have in place the minimum system requirements advised by us.

How we may use your personal information

We will only use your personal information as set out in our Privacy Policy .

Uploading content to our site

Whenever you make use of a feature that allows you to upload content to our site, or to make contact with other users of our site, you must comply with the content standards set out in our Acceptable Use Policy

You agree to provide accurate information, make full payment for the services, be aware of the terms of the services, including cancellation policies of all suppliers involved in providing the services and comply with all security and travel regulations, including carrying valid travel documents.

You warrant that any information you provide us will comply with the said standards, and you will be liable to us and indemnify us for any breach of that warranty. This means you will be responsible for any loss or damage we suffer as a result of your breach of warranty.

Any content you upload to our Site will be considered non-confidential and non-proprietary. You retain all of your ownership rights in your content, but you are required to grant us a limited licence to use, store and copy that content and to distribute and make it available to third parties.

We also have the right to disclose your identity to any third party who is claiming that any content posted or uploaded by you to our site constitutes a violation of their intellectual property rights, or of their right to privacy

We have the right to remove any posting you make on our site if, in our opinion, your post does not comply with the content standards set out in our Acceptable Use Policy.

You are solely responsible for securing and backing up your content.

We do not store terrorist content.

Rights you are giving us to use material you upload

When you upload or post content to our Site, you grant us the following rights to use that content:

  • a worldwide, non-exclusive, royalty-free, perpetual, transferable licence to use, reproduce, distribute, prepare derivative works of, display, and perform that user-generated content in connection with the service provided by the Site and across different media including to promote the Site or the service;
  • a worldwide, non-exclusive, royalty-free, transferable licence for other users, partners or advertisers to use the content for their purposes.

Terms specific to the services that we offer you through the Site

We may alter Site content at our discretion. By using the Site you agree that we do not have any liability for any inaccuracies, omissions or errors in the content and you alone are responsible for deciding if our services are suitable for your purposes. By making use of any information on this Site you accept that you do so entirely at your own risk and we cannot be held liable.

Your payment card may be charged by us or the relevant service provider. If you make a payment for our products or services on our Site, the details you are asked to submit will be provided directly to our payment provider via a secured connection. Online payments can be made using credit or debit cards. You are advised not to use payment cards that are not issued in your name to purchase the services. Doing so may result in denial of services and we accept not responsibility in such cases.

If technical glitches result in unclear final rates for the services, we may collect the higher fare and reconcile the difference with you. Fare difference will be confirmed by our support team. If we charge you a lower amount than chargeable at the time of booking, you are liable to settle the difference. Where more than one currency is involves, foreign exchange rates may be added during final payment. Exchange rates impact both bookings and refunds. You are advised to check with your bank as these rates are updated daily.

We charge a convenience fee on all bookings and cancellations. In case of cancellation of booking, convenience fee on booking is non-refundable. “Convenience Fees” means booking fees, cancellation fees, reschedule fees, or any other fees we charge you for providing service. In addition to the convenience fee, you shall pay all applicable charges, fees, duties, taxes, levies and assessments for availing our services. Refunds shall be made to the same bank account or debit or credit card used to make the booking. The fares we quote may not include charges such as departure taxes, airport taxes, passenger service charges, and other fees imposed by the arrival/departure airport. You will be required to pay such charges directly to the charging authorities.

We will not provide any services to countries or regions that face sanctions imposed by the United Nations, United Sates, the European Union or the GCC countries. At this time, no services are possible to Cuba, Crimea and North Korea. Services in respect of Iran are extremely limited.

For international travel, please check on your passport validity and the destination country’s specific. You can get more information on the passport, visa, and other travel requirements at the embassy of the country or countries you will be travelling to. Arranging travel, health, and other insurance policies is your responsibility although we may, at our option and according to our ability, elect to support you with such requirements upon your request.

The product is non-transferable and can only be exercised for the same person whose details are given at purchasing. If we suffer any harm due to the actions as mentioned above, the Company reserves the right to charge you for the full amount of the fare increase and/or financial losses to the Company plus any other fees associated with such restricted use

The product may be purchased only by the end users and cannot be purchased by other travel agencies/consultancies/airlines or companies engaged in similar or conflicting business operations as that of the Company. In accordance with this clause, no claim(s) can be brought against the company, pertaining to the product which has been purchased by end consumers.

Check-in: For most international flights, check-in counters open 3 hours before while for domestic flights, the check-in counters open 2 hours before scheduled flight departure. Please check with the airline’s website or call center for the most up to date schedules. Infants are individuals two years old or under. Ensure you carry all necessary travel documents. Our responsibility is limited to providing you with a copy of your electronic ticket for services you have purchased from us and we are not liable for any other documents or requirements

Amendments, cancellations: If you require any changes to be made to bookings you have made with us or cancel them altogether, amendment or cancellation charges, as applicable, may be levied by the airlines which we will pass to you. In addition to airline charges, we may levy an amendment / cancellation fee which varies by airline, flight, and booking. Changes and cancellations are also permitted only within certain time windows. If a change or cancellation request is made outside this window, the airline may consider the traveler a “no show” and may deny a refund. No refunds are generally possible after the check-in is completed but the traveler does not arrive for the flight. We are unable to support any refund requests in such cases and you will need to take it up directly with the airline.

For refund requests, processing times vary for every booking and we shall endeavor to process your requests as soon as we can upon receipt of your request. Refund for partially utilized tickets (for eg. ticket booked for round trip but used for just one way) may take longer. Add-on service charges, convenience fee, and any discount you have received using a coupon code is non-refundable. Refunds will be credited to the same account from where the payment was made. We are able to provide a refund only if the airline un turn provides us with a refund. Should an airline discontinue operations, it is possible that no refunds may be forthcoming, and you understand and accept that this is a risk inherent to availing air travel services.

We are not responsible for viruses and you must not introduce them

We do not guarantee that our Site will be secure or free from bugs or viruses.

You are responsible for configuring your information technology, computer programs and platform to access our Site. You should use your own virus protection software.

You must not misuse our Site by knowingly introducing viruses, trojans, worms, logic bombs or other material that is malicious or technologically harmful. You must not attempt to gain unauthorised access to our Site, the server on which our Site is stored or any server, computer or database connected to our Site. You must not attack our Site via a denial-of-service attack or a distributed denial-of service attack. By breaching this provision, you would commit a criminal offence under applicable laws. We will report any such breach to the relevant law enforcement authorities and we will co-operate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use our Site will cease immediately.

While we aim to make your bookings safe, simple, and easy, there are instances where a bank or payment service provider expresses concerns about certain transactions or we uncover concerns from our own review of the transactions. If any transaction you have made is marked as suspicious, we will make reasonable efforts to contact you for further details. If you provide the necessary details to our satisfaction, the booking will be treated as a valid one. If we are unable to contact you or you fail to provide satisfactory clarifications, we reserve the right to cancel the booking and deduct cancellation charges.

Any conduct that appears criminal or designed to evade the sanctions regime or facilitate money laundering will be reported to the relevant law enforcement authorities.

Rules about linking to our site

You may link to our home page, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it.

You must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists.

You must not establish a link to our Site in any website that is not owned by you

Our Site must not be framed on any other site, nor may you create a link to any part of our site other than the home page.

We reserve the right to withdraw linking permission without notice.

The website in which you are linking must comply in all respects with the content standards set out in our Acceptable Use Policy.

If you wish to link to or make any use of content on our site other than that set out above, please contact

Which country's laws apply to any disputes?

The terms of this policy, its subject matter and its formation are governed by applicable law in Dubai, UAE. You and we both agree that the courts of Dubai will have exclusive jurisdiction.

Our trademarks are protected

"Kanoo Travel® and "Kanoo Holidays™" and their pictorial representations (including but not limited to labels, slogans, as catchphrases and so on) whatever the colour and font combinations, are trademarks that exclusively belong to Yusuf Bin Ahmed Kanoo Company WLL in Bahrain or other affiliates within the same group of companies. You are not permitted to use them without our approval, unless they are part of material you are using as permitted under the section How you may use material on our site above.