Terms and Conditions of Service

1.1 These Terms and Conditions (“Terms”) govern the relationship between the Customer and Eshaare Tours FZE LLC in connection with the Website, Customer Portal and Services provided, arranged or facilitated by Eshaare.

1.3 In these Terms:

• “Eshaare”, “Company”, “we”, “our” and “us” mean Eshaare Tours FZE LLC.
• “Customer”, “you” and “your” mean the person or legal entity purchasing, requesting or contracting for a Service.

2.1 A Customer may accept these Terms through:

1. an online checkbox;
2. a Customer Portal confirmation;
3. an electronic signature;
4. email;
5. WhatsApp;
6. accepting a quotation containing or linking to these Terms;
7. making payment after these Terms have been made reasonably available; or
8. another electronic or written method capable of evidencing acceptance.

2.2 Where a person simply browses the Website without purchasing a Service, that person is bound only by provisions reasonably applicable to Website access, acceptable use, intellectual property, privacy, security and applicable law.

2.3 If you do not agree with these Terms, you must not purchase or request a Service or create or use an Account.

2.4 Eshaare may maintain electronic records showing:

1. the Terms version accepted;
2. date and time of acceptance;
3. Account or Customer identity;
4. relevant Application or Booking reference; and
5. the acceptance method.

For the purposes of these Terms:

4.1 Eshaare operates as a travel, tourism and visa-services agency. Depending on the Service, Eshaare may act as:

1. a consultant;
2. an administrative service provider;
3. a booking agent;
4. a documentation assistant;
5. an intermediary between the Customer and a Supplier; or
6. a coordinator between the Customer and a Government Authority or visa application centre.

4.2 Unless expressly stated otherwise, Eshaare does not own, control or operate:

1. airlines;
2. Hotels;
3. embassies;
4. consulates;
5. immigration authorities;
6. visa centres;
7. insurers;
8. tour operators;
9. transfer companies; or
10. other Third-Party Suppliers.

4.5 A Service may additionally be subject to:

1. these Terms;
2. the relevant quotation;
3. the relevant invoice;
4. Booking Confirmation;
5. service-specific conditions;
6. Supplier Terms;
7. Government Authority requirements; and
8. Eshaare’s Privacy Policy.

5.1 Eshaare uses reasonable efforts to provide accurate and current information regarding:

1. visa requirements;
2. document requirements;
3. Government Fees;
4. processing times;
5. appointment procedures;
6. Flights;
7. Hotels;
8. packages; and
9. other Services.

5.2 Visa, immigration, airline, Hotel and other travel requirements can change without prior notice. Government Authorities and Suppliers may change:

1. fees;
2. application forms;
3. supporting-document requirements;
4. processing procedures;
5. appointment procedures;
6. eligibility requirements;
7. fares;
8. schedules;
9. cancellation terms; and
10. other conditions.

5.3 Information displayed on the Website may therefore become outdated before Eshaare has a reasonable opportunity to update it.

5.4 Where Website information conflicts with a current written communication from a Government Authority or Supplier, the current official or Supplier requirement shall prevail.

5.5 Eshaare will not knowingly misrepresent its Services and will use reasonable efforts to correct material Website errors after they become known.

6.1 A Customer entering into a contract with Eshaare must be at least 18 years old and legally capable of entering into the agreement.

6.2 Where a Service is requested for another Applicant or Traveller, the Customer confirms that the Customer:

1. is authorised to act for that person;
2. has permission to provide the person’s information and Documents;
3. has permission to receive communications concerning that person’s Service; and
4. will provide all material information affecting the Application or Booking.

6.4 Eshaare may request evidence of authority, guardianship, parental responsibility, identity or corporate representation.

7.1 A quotation is based on information, availability, exchange rates, Government Fees and Supplier prices available when it is prepared.

7.2 Unless expressly stated otherwise, a quotation:

1. is not a guaranteed Booking;
2. remains subject to availability;
3. may expire;
4. may change before confirmation; and
5. does not guarantee a visa appointment or visa approval.

7.3 Where a quotation states a validity period, the Customer should make payment within that period if the Customer wishes to proceed.

7.4 Where no validity period is stated, availability and Price remain subject to confirmation.

7.5 The Customer must review all material details before accepting, including:

1. names;
2. passport details;
3. destinations;
4. dates;
5. Flight routing;
6. room type;
7. occupancy;
8. visa category;
9. package inclusions;
10. exclusions;
11. cancellation rules; and
12. other material conditions.

8.1 The Price may consist of:

1. Eshaare Service Fees;
2. Government Fees;
3. airline fares;
4. Hotel charges;
5. insurance premiums;
6. Tour Package costs;
7. transfer charges;
8. payment-processing charges;
9. courier charges;
10. taxes; and
11. other Third-Party Charges.

8.2 Eshaare’s Service Fee compensates Eshaare for work including:

1. consultation;
2. reviewing Documents;
3. providing requirements;
4. preparing Applications;
5. appointment work;
6. communications;
7. booking activity;
8. itinerary preparation;
9. Supplier coordination; and
10. customer support.

8.3 Government Fees and Third-Party Charges are separate from Eshaare’s Service Fee unless expressly included in the quoted Price.

8.4 Government Fees and Supplier prices may change without notice.

8.5 Where a fee changes before confirmation, the revised amount may become payable.

8.6 Prices are inclusive or exclusive of VAT as stated on the applicable quotation or invoice.

9.1 Eshaare may accept payment through:

1. online payment;
2. bank transfer;
3. cash;
4. payment link; or
5. another payment method approved by Eshaare.

9.2 Eshaare does not generally require a standard deposit for all Services. A specific Supplier or Booking may nevertheless require:

1. advance payment;
2. partial payment;
3. full prepayment;
4. a security deposit; or
5. a card guarantee.

9.3 Payment is treated as received only after:

1. cleared funds reach Eshaare; or
2. the authorised payment provider confirms successful payment.

9.4 The person making payment confirms that the payment method is being used lawfully and with the payment account holder’s authority.

9.5 Eshaare may request proof of payment or identity verification where reasonably necessary.

9.6 Eshaare may suspend further processing or withhold Eshaare-generated deliverables, tickets, vouchers or Booking Confirmations until outstanding amounts are paid.

9.7 Eshaare will not retain a Customer’s original passport, Emirates ID or other original government-issued identity Document merely as security for unpaid fees.

9.8 Where a payment is reversed or charged back without valid grounds, the Customer remains responsible for:

1. the unpaid amount;
2. non-recoverable Supplier costs;
3. bank and payment-processing charges; and
4. reasonable documented recovery costs.

9.9 Nothing in these Terms prevents the Customer from raising a genuine payment dispute concerning fraud, duplicate billing, an unauthorised transaction or another non-waivable legal right.

10.1 An enquiry, quotation request, draft Portal record, Document upload or payment request does not necessarily constitute confirmation.

10.2 A Booking becomes confirmed when:

1. Eshaare confirms the Booking; or
2. the relevant Supplier confirms the Booking and Eshaare communicates that confirmation.

10.3 Availability is not guaranteed until confirmation.

10.4 The Customer must review a Booking Confirmation promptly.

10.5 Any error should be reported immediately.

10.6 Changes after confirmation may incur:

1. Supplier amendment charges;
2. fare differences;
3. cancellation charges;
4. rebooking charges; and
5. additional Eshaare Service Fees where further work is required.

11.5 Once Eshaare has received the necessary Documents and commenced substantive processing, cancellation by the Customer does not ordinarily create a right to refund the earned Service Fee.

11.8 Refund processing periods are subject to the relevant Supplier, insurer, bank, card issuer or payment provider.

11.9 Where practicable, approved refunds will be returned through the original payment method.

12.1 Eshaare provides professional visa-application assistance and administrative support.

12.2 Eshaare is not:

1. an embassy;
2. a consulate;
3. an immigration authority;
4. a visa application centre acting in an official capacity; or
5. a visa-issuing authority.

12.4 Eshaare cannot guarantee:

1. visa approval;
2. visa validity;
3. number of entries;
4. length of stay;
5. processing time;
6. an appointment date; or
7. admission at the border.

12.5 An approved visa does not guarantee admission to a destination. Border and immigration officials retain final authority concerning admission.

13.1 Unless expressly stated otherwise, a processing estimate communicated by Eshaare begins only after:

1. all reasonably required Documents and information have been received;
2. applicable Eshaare fees have been paid;
3. material Customer clarifications have been completed; and
4. any prerequisite necessary for processing has been satisfied.

13.2 Where an embassy, consulate or visa application centre defines its own processing start date, that official definition shall apply.

13.3 Visa processing periods quoted by Eshaare are estimates based on information available under normal circumstances.

13.4 Processing may be delayed because of:

1. appointment shortages;
2. additional-document requests;
3. security checks;
4. administrative processing;
5. interviews;
6. Government Authority backlogs;
7. public holidays;
8. system outages;
9. policy changes;
10. courier delays;
11. peak travel periods; or
12. circumstances outside Eshaare’s control.

13.5 Eshaare is not responsible for losses arising solely from an embassy, consulate, immigration authority or visa centre taking longer than an estimated processing period.

14.1 A Government Authority may request:

1. additional Documents;
2. an interview;
3. updated bank statements;
4. additional proof of employment;
5. additional travel evidence;
6. clarification of information; or
7. another requirement.

14.2 The Government Authority may refuse an Application without providing a detailed explanation where permitted under its applicable procedures.

14.3 Visa refusal or delay does not entitle the Customer to refund:

1. an earned Eshaare Service Fee;
2. a non-refundable Government Fee; or
3. a non-recoverable Third-Party Charge.

15.1 Eshaare may decline to accept or continue a Visa Service where, in Eshaare’s reasonable assessment:

1. Documents are materially incomplete;
2. information is inconsistent;
3. required Documents cannot be obtained;
4. insufficient time remains before the intended travel date;
5. processing the Application responsibly is not reasonably possible;
6. fraud or misrepresentation is suspected;
7. the requested Service may violate applicable law or regulatory requirements;
8. the Applicant refuses to provide required information; or
9. unusual circumstances make Eshaare unable to provide the Service appropriately.

15.2 Eshaare’s refusal to take on an Application before substantive work begins does not affect any refund right that may apply to amounts not yet earned or committed.

16.1 The Customer and Applicant must provide truthful, accurate, complete and current information.

16.2 Where requested, the Applicant must disclose relevant matters including:

1. previous visa refusals;
2. overstays;
3. deportations;
4. immigration violations;
5. previous travel history;
6. criminal history;
7. employment information; and
8. financial information.

16.5 Where the Customer has an opportunity to review an Application prepared by Eshaare, the Customer remains responsible for checking material information before submission.

17.1 Where Eshaare accepts custody of an original passport or other original Document, Eshaare will exercise reasonable care while that Document is in its possession.

17.2 Eshaare may record:

1. receipt date;
2. Document type;
3. Customer or Applicant;
4. transfer to a visa centre, embassy, courier or authorised representative; and
5. return or collection.

17.3 The Customer should not deliver an original Document unless Eshaare has requested or agreed to receive it.

17.4 Eshaare is not responsible for an original Document while it is in the custody or control of: (a) an embassy; (b) consulate; (c) Government Authority; (d) visa application centre; (e) authorised courier; or (f) other independent Third Party, except to the extent liability arises directly from Eshaare’s own legally actionable conduct.

17.5 Eshaare may require identification or written authority before releasing an original passport or Document to another person.

17.6 Customers are responsible for collecting original Documents promptly when notified that they are available.

17.7 Eshaare will not retain an original passport or government-issued identity Document merely as collateral for an unpaid invoice.

18.1 Where courier or shipping services are requested, those services may be provided by a Third-Party Supplier.

18.2 Courier fees may be non-refundable once dispatch arrangements have commenced.

18.3 Delivery times are estimates and are not guaranteed by Eshaare.

18.4 Eshaare is not responsible for delay, loss or damage caused solely by an independent courier where Eshaare has exercised reasonable care in arranging the service.

18.5 The Customer must provide a complete and accurate delivery address and contact information.

19.1 Flights are subject to:

1. airline fare rules;
2. conditions of carriage;
3. baggage policies;
4. check-in requirements;
5. cancellation conditions; and
6. other Supplier Terms.

19.2 The Customer must ensure that each Traveller’s name matches the passport exactly.

19.3 Airfares and seat availability may change until ticket issuance.

19.4 A reservation reference or itinerary does not necessarily mean that a ticket has been issued.

19.5 The Customer must verify:

1. departure airport;
2. arrival airport;
3. terminal;
4. date;
5. local departure time;
6. baggage allowance;
7. transit requirements;
8. visa requirements; and
9. passport validity.

19.6 Airlines may change schedules, aircraft, routes, seats, terminals or operating carriers.

19.7 Eshaare is not responsible for an airline’s independent: (a) cancellation; (b) delay; (c) diversion; (d) denied boarding; (e) schedule change; (f) baggage issue; or (g) operational decision, except to the extent liability cannot lawfully be excluded.

19.8 Flight refunds or changes are subject to the applicable fare rules.

20.1 Hotels and Stays are subject to:

1. Supplier Terms;
2. availability;
3. check-in requirements;
4. cancellation rules;
5. security deposits; and
6. occupancy restrictions.

20.2 Hotel descriptions, photographs, star classifications and facilities may originate from the Hotel or another booking provider.

20.3 Eshaare uses reasonable efforts to present available information accurately but cannot independently guarantee every Supplier-provided description.

20.4 Special requests concerning: (a) bed configuration; (b) room views; (c) adjoining rooms; (d) early check-in; (e) late check-out; (f) accessibility; or (g) other facilities are not guaranteed unless the relevant Supplier confirms them.

20.5 The Customer remains responsible for local charges, tourism fees, deposits, minibar expenses, damage and other incidental costs unless expressly included.

21.1 Holiday Packages may combine Services from multiple independent Suppliers.

21.2 Each component may be subject to its own: (a) cancellation conditions; (b) amendment rules; (c) liability conditions; and (d) operating requirements.

21.3 An itinerary may change because of: (a) weather; (b) safety concerns; (c) Supplier availability; (d) government restrictions; (e) local conditions; or (f) operational requirements.

21.4 The Customer must arrive at tour, activity and transfer meeting points on time.

21.5 A missed tour, transfer or activity caused by late arrival may be treated as a no-show.

21.6 Activities may have age, height, health, fitness or safety restrictions.

21.7 Unless expressly included, a package does not include personal expenses, gratuities, optional activities or local charges.

22.1 Eshaare may introduce Customers to, or provide limited administrative assistance concerning, travel insurance issued by an independent Travel Insurance Provider or appropriately authorised intermediary.

22.2 Eshaare does not provide insurance coverage in its own name.

22.3 Unless separately authorised and expressly disclosed, Eshaare does not act as: (a) an insurer; (b) an underwriter; (c) an insurance broker; (d) an insurance agent; or (e) a claims administrator.

22.4 The insurance contract is between the policyholder and the insurer identified in the policy Documents.

22.5 The Customer must review: (a) policy wording; (b) coverage; (c) exclusions; (d) excess; (e) eligibility; (f) medical declarations; (g) destination coverage; and (h) claim requirements.

22.6 Eshaare does not approve, reject or settle insurance claims.

22.7 All claims must be submitted to the insurer or claims administrator identified in the policy.

22.8 Information supplied by Eshaare concerning travel insurance is general administrative information and does not constitute personalised regulated insurance advice unless expressly stated otherwise and lawfully authorised.

22.9 Insurance premiums must be paid using the payment method and channel specified by the insurer or its authorised intermediary.

23.1 Each Traveller is responsible for ensuring that all required travel Documents are valid and sufficient.

23.2 Documents may include: (a) passport; (b) visa; (c) transit visa; (d) residence permit; (e) Emirates ID; (f) return or onward ticket; (g) parental consent; (h) insurance evidence; (i) vaccination or health certificate; and (j) proof of accommodation or funds.

23.3 Entry and transit requirements may change without prior notice.

23.4 Eshaare is not responsible where a Traveller is denied boarding or entry because the Traveller does not hold a required valid Document, except where the loss results from a legally actionable error directly attributable to Eshaare.

24.1 Eshaare does not provide medical advice.

24.2 Travellers with: (a) medical conditions; (b) pregnancy; (c) disabilities; (d) reduced mobility; (e) dietary requirements; or (f) other special requirements should disclose relevant requirements before Booking where special arrangements may be necessary.

24.3 Eshaare cannot guarantee that every Supplier can accommodate every special requirement.

25.1 Customers may have access to a Customer Portal for: (a) Accounts; (b) Applications; (c) Document uploads; (d) payments; (e) status updates; (f) Booking information; and (g) communications.

25.2 The Account Holder must maintain the confidentiality of: (a) username; (b) password; (c) authentication codes; and (d) other Account credentials.

25.3 The Account Holder must promptly notify Eshaare of suspected unauthorised access.

25.4 Eshaare may treat instructions received through an Account as authorised until it receives notice that the Account has been compromised.

25.5 Eshaare may suspend Account access for: (a) security; (b) suspected fraud; (c) maintenance; (d) misuse; (e) legal compliance; or (f) termination of Services.

26.1 Portal statuses, reminders, checklists and progress indicators are intended to assist Customers.

26.2 Unless expressly identified otherwise, Portal statuses represent Eshaare’s internal workflow and are not official decisions or status updates issued by: (a) an embassy; (b) consulate; (c) immigration authority; (d) airline; (e) Hotel; or (f) Supplier.

26.3 A Portal status does not guarantee: (a) visa approval; (b) appointment confirmation; (c) Supplier confirmation; or (d) final completion.

27.1 By uploading or providing Documents, the Customer authorises Eshaare to: (a) receive them; (b) review them; (c) organise them; (d) extract relevant information; (e) use them for the requested Service; (f) transmit them where necessary to Government Authorities or Suppliers; and (g) retain them as reasonably necessary for the purposes described in Eshaare’s Privacy Policy.

27.2 Documents will primarily be used for the requested Service.

27.3 Documents may additionally be processed where reasonably necessary for: (a) legal compliance; (b) fraud prevention; (c) payment and accounting records; (d) complaints; (e) dispute resolution; and (f) establishing or defending legal rights.

27.4 Eshaare will not use private Application Documents for unrelated marketing purposes without an appropriate legal basis.

28.1 Eshaare will retain Documents and personal information only for as long as reasonably required for: (a) the requested Service; (b) related follow-up; (c) legal compliance; (d) accounting and audit; (e) complaints and disputes; (f) fraud prevention; and (g) protection of legal rights.

28.2 When Documents are no longer reasonably required, Eshaare will take appropriate steps to: (a) delete; (b) anonymise; or (c) securely destroy them, subject to legal, technical and operational limitations.

28.3 Immediate deletion may not be possible where information: (a) is required by law; (b) forms part of accounting records; (c) remains in secure system backups pending routine deletion; (d) is relevant to an unresolved dispute; or (e) has already been transferred to a Government Authority or independent Supplier.

29.1 Eshaare may use: (a) optical character recognition; (b) automated data extraction; (c) document-management tools; and (d) other assisted-review technologies to assist in processing Documents.

29.2 Automated extraction may contain errors.

29.3 Automated tools do not themselves determine that a Document is: (a) authentic; (b) valid; (c) sufficient; or (d) acceptable to a Government Authority.

29.4 Where reasonably practicable, the Customer should review material extracted information before final submission.

29.5 An automated result does not constitute: (a) a visa decision; (b) legal advice; (c) an insurance decision; or (d) a guarantee of approval.

30.1 The collection, use, transfer, storage and deletion of personal information is further governed by Eshaare’s Privacy Policy, where published and made available to the Customer.

30.2 Personal information may be processed for purposes including: (a) Account administration; (b) visa Applications; (c) Bookings; (d) payments; (e) customer support; (f) fraud prevention; (g) legal compliance; and (h) communications.

30.3 Travel and visa Services may require information to be transmitted to Government Authorities and Third-Party Suppliers outside the United Arab Emirates.

30.4 Privacy enquiries may be submitted to: info@eshaareuae.com

31.1 Eshaare may communicate with Customers through: (a) telephone; (b) email; (c) SMS; (d) WhatsApp; (e) Customer Portal notifications; and (f) other contact details supplied by the Customer.

31.2 Service communications may include: (a) Document requests; (b) quotations; (c) payment requests; (d) Booking Confirmations; (e) appointment information; (f) reminders; (g) travel changes; and (h) status information.

31.3 Marketing communications are separate from essential service communications.

31.4 Customers may opt out of marketing communications using the method provided, where applicable.

32.1 Third-Party Services are provided by independent Suppliers.

32.2 The Customer’s contract for a Third-Party Service may be directly with that Supplier.

32.3 Supplier Terms may contain: (a) cancellation restrictions; (b) refund rules; (c) amendment charges; (d) baggage rules; (e) no-show rules; (f) check-in requirements; (g) deposits; and (h) liability limitations.

32.4 The Customer is responsible for complying with material Supplier Terms made reasonably available before confirmation.

32.5 Eshaare is not responsible merely because it arranged or facilitated a Supplier’s independent Service.

33.1 Eshaare may refuse, suspend or terminate a Service where required by applicable law or where Eshaare reasonably identifies concerns relating to: (a) sanctions; (b) fraud; (c) identity misuse; (d) money laundering; (e) forged Documents; (f) bribery; (g) prohibited transactions; or (h) other unlawful conduct.

33.2 Eshaare may request reasonable verification including: (a) identification; (b) proof of address; (c) proof of payment ownership; (d) corporate authority; or (e) other compliance information.

33.3 Eshaare does not maintain a fixed public country list in these Terms because applicable sanctions and restrictions may change.

34.1 The Website, Portal and content made available by Eshaare may include protected: (a) text; (b) logos; (c) branding; (d) photographs; (e) graphics; (f) software; (g) forms; (h) designs; (i) databases; and (j) other materials.

34.2 Those materials are owned by or licensed to Eshaare or the applicable rights holder.

34.3 Without prior written permission, a person must not: (a) copy; (b) reproduce; (c) republish; (d) distribute; (e) commercially exploit; (f) reverse-engineer; (g) modify; (h) decompile; (i) create derivative works from; or (j) otherwise misuse Eshaare’s Website, Portal, software or proprietary content.

34.4 Third-party trademarks remain the property of their respective owners.

35.1 A Customer submitting a public testimonial, review, photograph or comment confirms that the Customer has authority to provide it.

35.2 Publicly submitted content must not be: (a) defamatory; (b) unlawful; (c) misleading; (d) infringing; or (e) submitted without necessary permission.

35.3 This section does not permit Eshaare to use private passports, bank statements, identity Documents or visa Application Documents as marketing material.

36.1 The Website may contain links to third-party websites.

36.2 Those links may be provided for information, convenience or access to a Supplier.

36.3 Eshaare does not control third-party websites and is not responsible for their: (a) accuracy; (b) content; (c) availability; (d) security; or (e) privacy practices.

36.4 A link does not necessarily mean that Eshaare endorses every statement or service on that website.

37.1 The Website and Portal must not be used:

1. unlawfully;
2. fraudulently;
3. to impersonate another person;
4. to distribute malicious software;
5. to attack or interfere with systems;
6. to upload unlawful material;
7. to violate another person’s intellectual-property rights;
8. to scrape or harvest information without permission;
9. to reverse-engineer Portal functionality; or
10. for another purpose inconsistent with their intended use.

37.2 Eshaare may restrict access where misuse is reasonably suspected.

38.1 Eshaare aims to maintain a reliable Website and Customer Portal but does not guarantee uninterrupted availability.

38.2 The Website or Portal may temporarily be unavailable because of: (a) maintenance; (b) updates; (c) technical failure; (d) telecommunications failure; (e) cybersecurity incidents; (f) Supplier failure; or (g) circumstances outside Eshaare’s control.

38.3 Eshaare may correct Website errors and modify features from time to time.

38.4 No online system can be guaranteed completely secure. Customers should not send passwords or full payment-card details through an unapproved communication channel.

39.3 Subject to Clause 39.1, Eshaare is not responsible for loss arising solely from: (a) incorrect Customer information; (b) Customer failure to follow instructions; (c) visa refusal; (d) Government Authority delay; (e) Supplier cancellation or delay; (f) airline schedule changes; (g) Hotel operational decisions; (h) missing or invalid travel Documents; (i) Force Majeure Events; or (j) another event outside Eshaare’s reasonable control.

39.4 Subject to mandatory law, Eshaare is not responsible for indirect or consequential: (a) business loss; (b) profit loss; (c) opportunity loss; (d) reputational loss; or (e) other unforeseeable loss.

40.1 To the extent permitted by law, the Customer shall reimburse Eshaare for reasonable, direct and documented losses caused by:

1. forged or unlawful Documents supplied by the Customer;
2. material breach of these Terms;
3. unauthorised use of another person’s payment method;
4. unlawful use of the Website or Portal;
5. property damage caused by the Customer or Traveller; or
6. claims caused by the Customer falsely representing that the Customer had authority to act for another person.

40.2 Eshaare must take reasonable steps to mitigate such loss.

40.3 The Customer is not responsible for losses caused by Eshaare’s own fraud, wilful misconduct or liability that cannot lawfully be transferred.

41.1 Eshaare shall not be responsible for delay or failure caused by events outside its reasonable control, including:

1. natural disaster;
2. extreme weather;
3. pandemic or epidemic;
4. war;
5. terrorism;
6. civil unrest;
7. government restrictions;
8. border closure;
9. strikes;
10. airport closure;
11. widespread technology failure;
12. cyberattack;
13. telecommunications failure; or
14. another comparable event.

41.2 An affected Service may be: (a) postponed; (b) changed; (c) suspended; or (d) cancelled.

41.3 Any refund, credit or alternative will depend on: (a) amounts recoverable from Suppliers; (b) Supplier Terms; (c) work already performed; and (d) applicable law.

42.1 Customers should report a complaint promptly.

42.2 A complaint should include: (a) Customer name; (b) Application or Booking reference; (c) description of the issue; (d) relevant supporting Documents; and (e) requested resolution.

42.4 Where a complaint concerns a Supplier, Eshaare may communicate with that Supplier on the Customer’s behalf.

42.5 A problem occurring during travel should be reported promptly so that Eshaare and the Supplier have a reasonable opportunity to assist.

43.1 Eshaare may suspend or terminate a Service or Account where: (a) these Terms are materially breached; (b) payment remains unpaid; (c) fraud is suspected; (d) unlawful activity is suspected; (e) abusive conduct occurs; (f) security is threatened; (g) required Documents are not provided; (h) insufficient processing time remains; (i) a Government Authority or Supplier prevents performance; or (j) continuation would expose Eshaare to material legal or compliance risk.

43.2 Where reasonably possible and appropriate, Eshaare may allow a Customer to correct a remediable problem before termination.

43.3 Termination does not remove: (a) payment obligations already incurred; (b) Supplier charges; (c) earned Service Fees; or (d) rights arising before termination.

44.1 Eshaare may update these Terms to reflect: (a) changes in law; (b) regulatory requirements; (c) changes to Services; (d) Portal or Website changes; (e) Supplier arrangements; or (f) operational requirements.

44.2 The current version will display its latest revision date.

44.3 Material changes will ordinarily apply prospectively.

44.4 Where appropriate, Eshaare may require renewed electronic acceptance of materially revised Terms.

44.5 Changes do not retrospectively remove rights already accrued.

45.1 Eshaare may send notices through: (a) email; (b) WhatsApp; (c) SMS; (d) Customer Portal; (e) the Website; or (f) another durable electronic communication method.

45.2 The Customer is responsible for keeping contact details current.

46.1 Eshaare may use: (a) staff; (b) consultants; (c) cloud providers; (d) payment processors; (e) document processors; (f) booking platforms; and (g) other contractors to assist in delivering its Services.

46.2 Eshaare may transfer its contractual rights as part of a genuine merger, restructuring or business transfer, subject to applicable law.

47.1 Failure by Eshaare to enforce a provision immediately does not mean that provision is waived.

47.2 If any provision is held invalid or unenforceable, it shall be modified to the minimum extent necessary where possible.

47.3 If modification is not possible, that provision shall be severed without affecting the remainder of these Terms.

48.1 The agreement relating to a Service may include: (a) these Terms; (b) the applicable quotation; (c) invoice; (d) Booking Confirmation; (e) service-specific written conditions; (f) Eshaare’s Privacy Policy; (g) any separately published Refund and Cancellation Policy; (h) material Supplier Terms; and (i) another policy expressly incorporated into the transaction.

48.2 A separate policy will bind the Customer only where it has been made reasonably available and incorporated into the relevant Service or Website use.

48.3 These documents supersede prior communications relating to the same transaction, except in the case of fraud or fraudulent misrepresentation.

49.1 These Terms are prepared in English.

49.2 Translations may be provided for convenience.

49.3 Where permitted by applicable law, the English version shall prevail if a convenience translation conflicts with it.

50.1 These Terms are governed by the applicable laws of the United Arab Emirates.

50.2 Before commencing formal proceedings, the Customer and Eshaare should first attempt in good faith to resolve the dispute through written communication.

50.3 Subject to any mandatory consumer forum, territorial jurisdiction or other legal right that cannot be excluded, disputes shall be submitted to the competent courts having jurisdiction in the United Arab Emirates.

50.4 Nothing prevents either party from seeking urgent relief from a competent court where legally available.

For questions, complaints or notices concerning these Terms: