Terms of Service

1About Bookora

Bookora is a UK booking platform operated by Mando Systems Ltd (Company No. 17168657, registered in England and Wales). In these Terms “Bookora”, “we”, “us”, “our” refer to Mando Systems Ltd; “you”, “your” refer to you, the customer.

We offer six product categories:

• Local services — UK barbers, salons, hairdressers, nail tech, beauty therapy, massage, gyms, dog grooming and similar
• Flights — commercial passenger flights worldwide
• Hotels — hotel bookings worldwide
• Activities — tours, attractions and experiences
• Transfers — airport, station and hotel transfers
• eSIMs — data-only mobile eSIM plans for over 200 countries

For local services we act as a marketplace: you contract directly with the listed business and we facilitate booking, payment and customer service. For flights, hotels, activities, transfers and eSIMs we act as a retailer: you contract with us, and we source the underlying inventory through trusted commercial agreements with global travel and connectivity partners.

2Eligibility & account creation

You must be at least 18 years old (or the age of majority in your jurisdiction, whichever is greater). If you book on behalf of others (including minors), you confirm you have authority and accept responsibility for compliance with these Terms.

Account creation methods:

• Email + password
• Sign in with Apple (see Section 16)
• Sign in with Google (see Section 16)
• Phone OTP (used as a second factor for sensitive actions)

You are responsible for keeping your credentials secure. Notify us at support@bookora.co.uk if you suspect unauthorised access.

3Booking local services

When you book a local service:

• We confirm availability with the listed business in real time
• You pay Bookora at the time of booking; we hold funds until the service is delivered
• The business commits to honour your appointment time, staff member and service price as displayed
• Bookora retains a platform fee from the business’s payout; you are not charged any extra above the displayed price
• If the business cancels or fails to honour the appointment, you are entitled to a full refund

4Booking flights

When you book a flight through Bookora:

• The fare, schedule, baggage entitlement and ancillaries (seats, baggage, carbon offset) are displayed before purchase based on real-time availability
• The booking is processed on your behalf with the operating airline
• You receive an e-ticket (PDF) and an Apple Wallet / Google Wallet pass once the airline confirms
• We relay airline-initiated changes (delays, cancellations, schedule changes) and notify you by email and push notification (if enabled)
• Each ticket has a clearly stated refundability and changeability shown before purchase

5Conditions of carriage (flights)

The following terms apply to every flight booked through Bookora, in addition to the operating airline’s own conditions of carriage:

• Identification: the name on the booking must exactly match your travel document. Airlines may refuse boarding for mismatches and we cannot refund tickets in those cases.
• Check-in: online check-in opens with the airline (typically 24-48h before departure). You are responsible for completing it.
• Boarding pass: the airline issues the actual boarding pass at check-in. The Apple/Google Wallet pass we provide is a trip summary card, not a security boarding pass.
• Baggage: baggage allowance, dimensions, weight limits and fees are set by the airline; we display these at booking. Excess baggage is subject to airline fees payable at the airport.
• Seat selection: some fares include seat selection; others charge extra. Seat assignments may change at the airline’s discretion (operational reasons).
• Special assistance: mobility, medical, dietary or unaccompanied-minor needs must be confirmed directly with the airline at least 48 hours before departure.
• Hold time: some itineraries support a price-hold (free or paid) before payment; we display this at checkout.
• Visa & entry requirements: we do not check visas or entry permissions. You are responsible for ensuring you meet all entry, transit and exit requirements.
• Carbon offset: available on some bookings as an optional add-on at checkout; offset is processed through certified carbon-credit providers.

6Booking hotels

When you book a hotel through Bookora:

• Each rate clearly displays its cancellation policy (e.g. “free cancellation until X” or “non-refundable”)
• The total price shown is for the entire stay, including taxes and fees, unless explicitly stated otherwise
• You receive a hotel voucher (PDF) by email and a Wallet pass once confirmed
• You present the voucher (printed or on screen) at check-in

7Hotel house rules & deposits

The following apply at the hotel level:

• Check-in / check-out: standard check-in is typically 14:00-15:00 local time; check-out 10:00-11:00. Early check-in or late check-out is at the hotel’s discretion and may incur a fee.
• Identification at check-in: hotels require government-issued photo ID matching the lead-guest name on the reservation.
• Security deposit: many hotels pre-authorise a hold on your card at check-in for incidentals (typically £50-£500). This is released after check-out, less any charges.
• Smoking, pets & under-age policies: set per hotel; displayed at booking where available.
• City taxes: some destinations charge a per-night tourist or city tax payable directly to the hotel at check-in.
• Resort / facility fees: if charged separately by the hotel, these are disclosed at booking.
• No-show: failure to arrive on the scheduled check-in date typically results in cancellation of the entire stay with no refund (per the rate’s cancellation policy).
• Damage: hotels may charge for damage to the room or facilities directly to the registered card.

8Booking activities

For activities (tours, attractions, experiences):

• Each listing shows the duration, meeting point, what’s included, restrictions (age, mobility, health) and cancellation rules
• You receive a digital voucher to present at the meeting point
• Outdoor activities may be cancelled by the operator due to weather or operational conditions; in such cases you receive a full refund or a free reschedule
• Late arrivals to scheduled activities (more than 15 minutes after the meeting time, unless otherwise stated) are typically treated as no-shows with no refund
• Photo / liability waivers required by the operator must be signed at the activity start; refusing them may forfeit your booking

9Booking airport transfers

For airport, station and hotel transfers:

• Pickup details are confirmed in your voucher: time, address and driver / vehicle ID where available
• For airport pickups, the driver typically waits up to 60 minutes after your scheduled arrival time at no extra charge
• Flight numbers must be provided so the operator can track delays
• Luggage allowance is per the vehicle category booked (e.g. sedan, MPV, executive); excess luggage may require upgrading the vehicle or booking an additional transfer
• Late notification of changes (less than 24 hours before pickup) may incur fees or forfeiture
• Child seats can be requested at booking; availability varies by operator and country

10eSIM purchases

eSIMs are digital products. When you purchase one through Bookora:

• You receive an installation QR code or LPA activation string by email immediately after payment confirmation
• The product is considered delivered at the moment the QR / LPA is sent
• Your statutory 14-day right to cancel does not apply once installation has begun (UK Consumer Contracts Regulations 2013, Reg. 36 — digital content exception). We make this clear at checkout.
• Data validity starts from first connection to a local network in the destination country (typically 30 days unless stated otherwise)
• If your eSIM fails to activate within 24 hours of arrival in the destination country, contact us; we will work to provide a replacement code or refund

11eSIM technical & fair-use

• Device compatibility: your device must support eSIM (most iPhone XS+ and Android flagships from 2020+) and be carrier-unlocked
• Network coverage: the eSIM connects to compatible local mobile networks; coverage and speed are subject to the local operator’s reach (typically 4G/LTE; 5G where indicated)
• Fair-use: “unlimited” plans, where offered, are subject to fair-use thresholds defined per plan; excessive usage may be throttled to lower speeds after the fair-use cap
• Hotspot / tethering: permitted on most plans unless otherwise stated
• Data measurement: data usage is measured by the underlying mobile carrier; the figures shown in the Bookora app are reported by the carrier and may have a small reporting delay (typically up to 24 hours)
• Voice / SMS: Bookora eSIMs are data-only unless explicitly stated; voice calls and SMS are not supported (use VoIP services like WhatsApp / Signal instead)
• Number portability: Bookora eSIMs do not provide a phone number; your existing phone number remains on your primary SIM
• Network availability: the eSIM does not work outside its destination country / region
• Installation profile: only one active eSIM profile per device at a time on most devices — install only when ready to use
• Termination: you may terminate an eSIM at any time via Settings > eSIMs; termination is irreversible and forfeits remaining data

12Pricing, taxes, currency

Prices are displayed in pounds sterling (GBP) by default. Currency conversion may be applied for international transactions; the rate used is the one shown at checkout.

All applicable VAT and travel taxes are included in the displayed price unless explicitly noted (e.g. tourist taxes paid at hotel check-in). Bookora’s margin is built into the displayed price — we never add hidden booking fees beyond third-party payment-processor currency-conversion fees, which are made clear at point of sale.

Prices may change at any time prior to payment confirmation, particularly for flights and hotels where supplier pricing fluctuates. Once payment is confirmed, the price is locked.

13Payments & Stripe

All payments are processed by Stripe Payments UK Ltd (FCA-authorised, PCI-DSS Level 1). Bookora does not store full card numbers; we store only the last four digits and a tokenised payment-method ID.

For local services we use Stripe Connect with destination charges: payment goes from your card to Bookora, who automatically routes the business’s share to their connected Stripe account, retaining the platform fee.

For flights, hotels, activities, transfers and eSIMs, payment goes to Bookora and we settle with the underlying inventory partners behind the scenes — this is invisible to you and does not affect your purchase.

14Apple Pay & Google Pay

Where supported, you may pay using Apple Pay or Google Pay. The transaction is still processed by Stripe; Apple/Google return only a tokenised payment method to Stripe. Your card number is never shared with Bookora or with Apple/Google in plaintext form.

15Apple Wallet & Google Wallet

For flight, hotel and eSIM bookings we offer the option to save a digital pass to Apple Wallet (.pkpass) or Google Wallet. The pass contains:

• Booking reference and (where applicable) airline reference
• Date, time, route or address
• Passenger / lead-guest name (first booking holder only)
• QR/barcode resolving to the booking

Apple Wallet: the pass is signed by Bookora using a Pass Type ID issued under Apple’s Developer Program. The pass-update protocol may transmit subsequent changes (gate change, delay) to Apple’s push relay, which forwards them to your device. Apple’s privacy policy applies to data they collect.

Google Wallet: when you save a pass to Google Wallet, the pass details (name, route/address, QR) are transmitted to Google to be stored in your Wallet account. Google’s privacy policy applies.

The Bookora wallet pass is not a security boarding pass: airlines issue the actual boarding pass after online check-in. Our pass is a convenience trip card.

16Sign in with Apple / Sign in with Google

Sign in with Apple: we receive your Apple ID’s stable identifier and, on first sign-in only, your name and email. If you choose “Hide my email”, Apple gives us a forwarding address; we do not see your real email.

Sign in with Google: we receive your Google ID token and from it: name, email, profile picture URL and a stable Google identifier.

You can revoke either at any time from your Apple or Google account settings; this disconnects future sign-ins but does not delete your Bookora account or bookings.

17Cancellations & refunds

Cancellation rules vary by product:

To cancel, use the “Cancel booking” option in your account, or email support@bookora.co.uk. We process refunds within 5-10 business days back to your original payment method.

1814-day right to cancel

Under the UK Consumer Contracts Regulations 2013, you typically have 14 days to cancel a contract concluded online. Important exceptions that apply to many Bookora bookings:

• Time-specific services (Reg. 28(1)(b)): once a service date is set, the 14-day right does not apply. This covers most flights, hotels, activities, transfers and local services.
• Digital content delivered (Reg. 37): once eSIM install codes are sent and you have indicated installation, the 14-day right is waived. We make this clear at checkout.

For all bookings to which the 14-day right does apply, cancel via the in-app option or email us; we’ll refund within 14 days.

19Travel-document accuracy

You are solely responsible for:

• Valid passport with at least 6 months remaining beyond travel date (most countries) and any required visas
• Names entered exactly as on travel documents (incl. middle names, hyphens, accents)
• Vaccination/health requirements for your destination
• Special travel needs (mobility, medical, dietary) communicated to the airline/hotel directly

We may suggest using our free passport-OCR feature (you scan your passport, we pre-fill the form). The OCR result is your responsibility to verify before submitting payment.

20Schedule changes & disruption

If a flight, hotel, transfer or activity is changed, delayed or cancelled by the supplier:

• We will notify you by email and push notification (if enabled)
• For flights, you may be entitled to a refund or rebooking under the airline’s policy and UK 261/2004 if applicable
• For hotels, activities and transfers, the supplier’s rules govern
• Bookora is not liable for indirect losses (missed connections, lost holiday days, etc.) arising from supplier disruption, except to the extent required by UK consumer law

21Loyalty program

• 1 XP earned typically equals 1 penny of booking value, varying by product
• XP cannot be exchanged for cash and have no monetary value outside Bookora
• XP expire after 24 months of account inactivity
• Tiers (Bronze / Silver / Gold) provide booking discounts and priority support; thresholds may be adjusted with 30 days’ notice
• For local services bookings, after every 20 completed bookings you receive an automatic £25 free-booking voucher (subject to fair-use)
• Fraudulent or abusive behaviour will void all accrued XP and vouchers without notice

22Vouchers & promo codes

• Vouchers are tied to your account and cannot be transferred or sold
• One voucher per booking unless explicitly stated
• Vouchers cannot be combined with other promotions unless stated
• Expiry: as displayed on each voucher; expired vouchers cannot be reinstated
• If a booking using a voucher is cancelled, the voucher is reinstated provided it has not expired
• Vouchers are void if obtained through fraud, multiple-account abuse or chargebacks
• Birthday vouchers (£10 off) require a verified birthday on file and are issued automatically once per year

23Referrals

Each customer has a personal referral code. When a new user signs up using your code and completes their first paid booking:

• You receive XP (currently 200, subject to change)
• The referred user receives a £5 first-booking voucher
• Self-referrals (same household, same payment method, same device) are detected and forfeit the reward

24Reviews

You may submit reviews after completing a booking. Reviews must be honest, factual, your own work, free of personal data about staff (use first name only), and free of unlawful content. We reserve the right to remove reviews that breach these rules.

25Push notifications

If you opt in, we send push notifications via Apple Push Notification service (APNs) and Google Firebase Cloud Messaging (FCM) for booking confirmations, reminders, flight status, hotel check-in reminders, eSIM alerts, loyalty milestones, and chat messages from businesses you booked.

You can manage categories at /account/notifications or in iOS/Android system settings. Disabling push does not stop critical booking emails.

26Acceptable use

You may not use Bookora to:

• Make false, fraudulent or speculative bookings
• Resell bookings without our written permission
• Scrape, mass-download or programmatically access our content beyond normal user behaviour
• Submit fake reviews, fake referrals, or otherwise manipulate ratings or rewards
• Reverse-engineer, decompile, or attempt to extract our source code, certificates or API keys
• Use Bookora for any unlawful purpose, including breaching sanctions or money-laundering controls

27Account suspension/termination

We may suspend or terminate your account, void unredeemed XP/vouchers, refuse future bookings and refer matters to authorities if we reasonably suspect fraud, abuse, or breach of these Terms.

You may close your account via Settings > Account > Delete account. Confirmed bookings will be honoured to the cancellation deadline; we’ll retain limited data for legal/financial record-keeping.

28Intellectual property

All content on Bookora — logos, design system, code, copy, photographs (other than business/user uploads), the “Bookora” name and the violet-pink wordmark — is © Mando Systems Ltd or licensed to us. Limited personal use is granted for browsing and bookings.

29Disclaimers & warranties

Bookora is provided on an “as is” basis. Within UK law, we disclaim all warranties, express or implied, including merchantability, fitness for a particular purpose and non-infringement. Nothing in these Terms excludes liability for death, personal injury caused by negligence, fraud or any other liability that cannot be excluded under UK law (including the Consumer Rights Act 2015).

30Limitation of liability

• Our total aggregate liability arising from any single booking is limited to the amount you paid for that booking
• We are not liable for indirect, consequential, special or punitive damages
• We are not liable for the acts/omissions of independent service providers, beyond our duty to facilitate refund/rebooking

This clause does not affect your statutory rights as a consumer.

31Indemnification

You agree to indemnify Bookora against losses arising from your breach of these Terms, your misuse of the Service, or your provision of inaccurate travel-document data.

32Force majeure

Neither party is liable for failure to perform due to events beyond reasonable control: natural disasters, pandemics, acts of war, government action, supplier insolvency, large-scale internet outage, etc.

33Changes to these terms

We may update these Terms. Material changes will be notified by email and via an in-app banner at least 14 days before taking effect.

34Disputes & governing law

These Terms are governed by the laws of England and Wales. Disputes will be resolved in the English courts.

35Severability & entire agreement

If any provision is unenforceable, the rest remains in force. These Terms (with our Privacy Policy and Cookies Policy) form the entire agreement between you and Bookora regarding the Service.

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