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SecreTrip – Terms of Service

Welcome to the Terms of Service of SecreTrip (hereinafter: the "Website Management" and/or the "Company").

Any use of the website constitutes acceptance of these Terms of Service and engagement with us, and the limitations contained in this document.

The terms may be changed from time to time, and it is the responsibility of the User/Browser/Client to check for updates every time they enter the website. Browsing the website and/or using it in any way constitutes agreement to these terms and an undertaking to act according to them. It is clarified that these terms of service constitute a legally binding agreement in all respects, obligating the User/Browser/Client in all its aspects.

Company Obligations and Rights

  1. Right to change and cancel: The Company reserves the right to change, cancel, or limit a contract with the Client at any time without complaint.
  2. Subject to supplier approval: Approval of the price quote or the availability of dates given to the Client for any product (flights, accommodation, rental car and transfers, attractions, etc.) is subject to supplier approval and according to the terms settled with them from time to time.
  3. Supplier-driven change or cancellation: The Company reserves the right to inform the Client at any time of any change or cancellation of any product due to date unavailability or supplier constraints, even in emergency situations in that country or geographical area, without the Client being entitled to remedy or relief.

Cancellation and Refund Policy

  1. Refunds due to supplier cancellation (clause 3): If and when the Client has the right to a full or partial refund, according to the agreement with the supplier, and provided that the reason for the refund is justified according to the supplier's service contract, the Client will be offered a monetary refund option minus a fixed cancellation fee, which is specified in every price quote, or an alternative according to the agreement with each supplier.
  2. General cancellation fees: In case of cancellation of any service by the Client, the Client consents and is aware that if they are entitled to a refund, or within the framework of a cancellation option (including a supplier's so-called "free cancellation" terms), the Company fee (which varies from product to product) + cancellation fees + clearing and conversion differences will be deducted from any refund. If the Client is reimbursed by an external insurance company, the reimbursement will apply to the cost of the service itself, excluding the Company fee, which will vary from product to product.
  3. Refunds for deposits and trip planning/consulting fees:
    • If the planning is cancelled by the Client — no monetary refund will be given at all.
    • If the Company cancels the contract with the Client according to clause 1 above — a refund will be given only if no preliminary planning work has yet been carried out. (E.&O.E.)
  4. Due to flight cancellations by the airline due to force majeure and war, and provided that this will affect the planned trip, the Company will offer the customer an alternative in order to bring him to his destination and realize his trip on the original dates and times to the extent possible. This may result in fare differences and surcharges. If the customer refuses the alternative offered by the Company and insists on cancelling all components of the vacation, the customer is aware and agrees, without any recourse or complaint, that a cancellation fee of $20 per booking, together with the Company fee (which varies from product to product), will be deducted.

Legal Appendix — Consumer Protection Law and Company Costs

A. Non-application of Israeli consumer protection law to foreign suppliers. The Client hereby expressly declares, understands, and agrees that when placing an order and/or making a purchase through the Website or via a Company representative for air travel services (flights) and/or any ground services (hotels, car rentals, attractions, and the like), to the extent that the supplier bearing full responsibility for the provision of the service (the airline, hotel chain, place of accommodation, ground supplier, or global distribution system) is an international/foreign entity that is not registered in Israel and/or does not recognize or is not subject to the Israeli Consumer Protection Law, 5741-1981, the Client shall have no right to a refund, cancellation, or remedy under the Israeli Consumer Protection Law against the Company and/or against the external supplier.

B. Status of the Company fee, clearing costs, and exchange-rate differences. It is clarified and emphasized that the Company fee (the handling and intermediation fee, which varies from product to product) constitutes independent and full consideration for the handling and booking services performed by the Company, and is entirely separate from the cost of the travel product itself. Accordingly, in any case of cancellation of a transaction (whether at the Client's initiative, due to cancellation by the supplier, or pursuant to consumer protection law where such law applies and is honored by the operating supplier) — the Company fee, digital clearing/processing costs, and currency exchange/conversion differences are not refundable to the Client under any circumstances, will be deducted at source from any credit, and the Client gives their full consent to this without complaint.

International Clients — EU / UK Consumer Protection Nuances

Where the Client is a resident of the European Union, the United Kingdom, or another jurisdiction affording equivalent statutory consumer protection, the following applies in addition to, and without derogating from, section 7 of the SecreTrip Site Regulations regarding the statutory exemption of date-specific travel services from the general right of withdrawal:

Consumer protection legislation applicable in such jurisdictions (including the EU Consumer Rights Directive 2011/83/EU and the UK Consumer Rights Act 2015 and Consumer Contracts Regulations 2013) governs the underlying travel service and, where relevant, its supplier, but does not extend to, and does not require the refund of, separate charges for intermediation, handling, or booking services rendered directly by the Company to the Client. The Company fee reflects consideration for a distinct trip-planning, consulting, and booking-management service performed by the Company itself, independent of and in addition to the underlying travel service, and such fees for services already rendered are, consistently with applicable law, excluded from any refund obligation, in the same manner described in the Legal Appendix above. Similarly, clearing/payment-processing costs and currency conversion differences actually incurred by the Company in processing a transaction are direct third-party costs rather than charges for the travel service itself, and their non-refundability is not affected by consumer protection legislation governing the travel service.

Where the Client's country of residence affords a mandatory statutory right that cannot lawfully be limited by agreement, nothing in this document is intended to, or shall be construed to, exclude such a right; however, the Client acknowledges that Company service fees, clearing costs, and conversion differences described above are, in the Company's understanding, ordinarily treated as separate charges for services independently rendered and are not part of the underlying travel service to which such statutory rights typically attach.

Payment and Payment Methods

  1. The Client consents to the payment of a commission for any service that requires it, in addition to the amount offered to them for the handling of the overall trip planning and the deposit.
  2. The Client consents to the deduction of cancellation/handling fees if they cancel or change their flights and stays in accommodation venues.
  3. The Client consents to the Company using and charging their payment method in order to pay the supplier and/or through a platform they work with.

Independent Trip Booking

  1. If the Client chooses not to make all required bookings for their vacation through the Company, they consent that the planning tariff will be increased by $5 per day of travel.
  2. A Client who books independently through the "Independent Bookings and Vacation Preparation" tab or any independent booking in the site, consents that they are aware they are booking with an external booking system, and that any claim, reservation, complaint, or remedy will be directed towards the platform from which the booking was made.

For international Clients: as detailed in section 8 of the SecreTrip Site Regulations, an independent booking of this kind is entered into directly between the Client and the external booking system or supplier. The Company does not receive or process payment for such a booking, does not act as organiser of the booking within the meaning of any applicable package travel legislation, and bears no liability for its performance.

Availability and Communication

  1. If the Client is abroad, communication with the Company will take place via email, WhatsApp, or a WhatsApp call during the defined working hours. In case of emergency, the Client may contact the Company via email or WhatsApp at any time of the day, or using the emergency call number mentioned in the voucher.
  2. A Client who decides to travel during a Jewish holiday or on Shabbat (Saturday) will be aware that we are unavailable on these days, and in case of incident or emergency, they must contact their external insurance company.
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