ONE PELICAN®
GENERAL TERMS & CONDITIONS OF SALE
Version 1.0 (Master English Edition)
Effective Date: [18/06/2026]
TABLE OF CONTENTS
Introduction
Definitions
About One Pelican
About Travel Feed Ecosystem SRL
Scope of these Terms
Acceptance of these Terms
Booking Process
Travel Contract
Prices
Payments
Changes by the Traveller
Changes by the Organiser
Cancellation by the Traveller
Cancellation by the Organiser
Force Majeure
Package Holidays
Accommodation
Flights
Transfers
Experiences
Festivals & Events
Travel Documents
Insurance
Customer Responsibilities
Liability
Complaints
Refunds
Intellectual Property
Privacy
Governing Law
1. INTRODUCTION
Welcome to One Pelican.
These General Terms and Conditions ("Terms") govern every booking made through the One Pelican website, mobile applications, customer support channels, authorised travel consultants and affiliated distribution partners.
Please read these Terms carefully before making any reservation.
By confirming a booking, paying a deposit, paying the full travel price or otherwise using our services, you acknowledge that you have read, understood and accepted these Terms.
These Terms constitute the legal agreement between the Traveller and Travel Feed Ecosystem SRL.
Where mandatory consumer protection legislation grants rights that are more favourable than these Terms, such legislation shall prevail.
2. DEFINITIONS
For the purpose of these Terms, the following expressions shall have the meanings set out below.
"Company"
Travel Feed Ecosystem SRL, the legal entity organising and selling travel products under the One Pelican brand.
"One Pelican"
The registered commercial brand owned and operated by Travel Feed Ecosystem SRL.
"Traveller"
Any individual participating in a booked travel service, whether acting as the purchaser or as a member of the travelling party.
"Lead Traveller"
The person making the booking on behalf of all travellers included in the reservation.
The Lead Traveller confirms that he or she has the authority to accept these Terms on behalf of every traveller included in the booking.
"Booking"
A reservation confirmed by the Company following receipt of payment or written confirmation.
"Travel Services"
Any tourism-related service offered by the Company, including but not limited to:
Package Holidays
Tailor-Made Holidays
Accommodation
Transfers
Excursions
Guided Tours
Festivals
Sporting Events
Cultural Experiences
Ferry Tickets
Travel Insurance
Visa Assistance
Concierge Services
"Package Holiday"
A combination of at least two different travel services sold as a single travel package in accordance with applicable European and Italian legislation.
"Supplier"
Any third-party provider delivering services forming part of the travel arrangements, including airlines, hotels, transport companies, guides, restaurants, event organisers and destination management companies.
"Website"
The official One Pelican websites and associated online booking platforms.
"Force Majeure Event"
Any extraordinary event beyond the reasonable control of the Company, including but not limited to:
Natural disasters
Hurricanes
Volcanic eruptions
Earthquakes
Floods
Fires
Pandemics
Epidemics
Government restrictions
Border closures
Civil unrest
War
Terrorist acts
Airport closures
Air traffic restrictions
National strikes affecting transport
Severe weather conditions
3. ABOUT ONE PELICAN
One Pelican is an international travel brand specialising in authentic travel experiences with a particular focus on Cape Verde and carefully selected destinations.
Our mission is to create meaningful journeys that combine outstanding travel experiences with measurable social impact.
Unlike traditional travel agencies, One Pelican operates under a social commitment through which eligible travel products contribute to initiatives supporting children's nutrition and education.
The exact structure of these initiatives may evolve over time according to the Company's Corporate Social Responsibility programme.
Nothing contained in these Terms shall be interpreted as creating a direct legal relationship between the Traveller and any beneficiary organisation.
4. ABOUT TRAVEL FEED ECOSYSTEM SRL
Travel Feed Ecosystem SRL is the legal organiser and seller of travel products marketed under the One Pelican brand.
Unless expressly stated otherwise, every travel contract entered into through the One Pelican platform is concluded with Travel Feed Ecosystem SRL.
The Company operates in accordance with applicable Italian and European legislation governing package travel, tourism services, consumer protection and electronic commerce.
Company details, licences, insurance policies, insolvency protection, VAT registration and official contact information are published on the Company's website and form an integral part of these Terms.
5. SCOPE OF THESE TERMS
These Terms apply to every booking made through:
the official One Pelican website;
One Pelican travel consultants;
authorised sales representatives;
partner travel agencies acting on behalf of the Company;
affiliate partners;
promotional campaigns;
online booking engines;
customer support channels.
Separate conditions may apply to specific travel products where clearly indicated before booking.
Where special conditions apply, they shall supplement these General Terms. In the event of inconsistency, the special conditions shall prevail for the relevant product.
6. ACCEPTANCE OF THESE TERMS
By making a booking with the Company, the Traveller confirms that:
they are at least 18 years of age or have legal capacity under applicable law;
all information provided during the booking process is accurate and complete;
they have authority to make the booking on behalf of every traveller included in the reservation;
they accept these General Terms and Conditions;
they have read the applicable cancellation policy;
they understand the payment obligations associated with the booking;
they acknowledge that travel involves inherent risks that cannot always be eliminated.
If a booking is made on behalf of multiple travellers, the Lead Traveller shall be deemed to have communicated these Terms to every participant.
7. BOOKING PROCESS
7.1 Booking Request
A booking may be initiated through:
the official One Pelican website;
an authorised One Pelican Travel Consultant;
email correspondence;
telephone;
live chat;
messaging applications officially operated by the Company;
authorised travel agencies or commercial partners.
Submission of a booking request does not constitute acceptance by the Company.
All bookings remain subject to confirmation of availability and acceptance by Travel Feed Ecosystem SRL.
7.2 Booking Confirmation
A booking becomes legally binding only when all of the following conditions have been satisfied:
the Company has confirmed the availability of the requested travel services;
the Traveller has accepted these General Terms and Conditions;
any required deposit or payment has been successfully received;
the Company has issued a written Booking Confirmation.
Until a Booking Confirmation has been issued, the Company reserves the right to refuse any booking request without obligation to provide specific reasons, except where prohibited by applicable law.
7.3 Booking Confirmation Documents
Following confirmation, the Traveller will receive, where applicable:
Booking Confirmation;
Travel Contract;
Booking Reference Number;
Invoice or Fiscal Receipt;
Payment Schedule;
Itinerary;
Travel Vouchers;
Insurance Documentation (if purchased);
Destination Information;
Emergency Contact Information.
The Traveller must carefully review all documentation immediately upon receipt.
Any discrepancy must be reported without undue delay.
Failure to report errors promptly may limit the Company's ability to correct them without additional costs.
7.4 Accuracy of Booking Information
The Traveller is solely responsible for ensuring that all personal information provided during booking is accurate.
This includes, without limitation:
full legal names exactly as shown on passports;
dates of birth;
nationality;
passport numbers;
passport expiry dates;
email address;
telephone number;
emergency contacts;
dietary requirements;
medical information voluntarily disclosed;
mobility requirements.
The Company shall not be liable for losses arising from inaccurate or incomplete information supplied by the Traveller.
7.5 Booking on Behalf of Others
Where one individual makes a booking on behalf of multiple Travellers, that individual represents and warrants that:
they have authority to act on behalf of every Traveller;
each Traveller has authorised the Lead Traveller to enter into the travel contract;
every Traveller accepts these Terms.
The Lead Traveller shall remain responsible for all payments due under the booking unless otherwise agreed in writing.
7.6 Availability
All travel products are offered subject to availability.
Availability may change at any time before confirmation due to:
supplier inventory changes;
airline seat availability;
hotel occupancy;
operational requirements;
destination restrictions.
The Company shall use reasonable efforts to offer suitable alternatives whenever possible.
7.7 Minimum Participant Requirements
Certain travel products require a minimum number of participants.
This particularly applies to:
group tours;
escorted tours;
festivals;
sporting events;
expeditions;
charter flights.
Where the minimum number of participants is not reached, the Company may:
operate the trip using alternative arrangements;
modify the itinerary;
offer another departure date;
provide travel credit;
cancel the booking and issue any refund required under applicable law.
8. TRAVEL CONTRACT
8.1 Formation of the Contract
The travel contract between the Traveller and Travel Feed Ecosystem SRL is concluded when:
the Company accepts the booking;
payment conditions have been satisfied; and
the Booking Confirmation has been issued.
The contract incorporates:
these General Terms and Conditions;
the Booking Confirmation;
the itinerary;
any Special Conditions applicable to the booked product;
mandatory pre-contractual information provided under applicable law.
8.2 Electronic Contracts
The Traveller acknowledges that contracts may be concluded electronically.
Electronic acceptance shall have the same legal validity as a handwritten signature where permitted by applicable law.
The Company may retain electronic records as evidence of contractual acceptance.
8.3 Entire Agreement
The travel contract constitutes the complete agreement between the Company and the Traveller.
No oral representation, advertisement or informal communication shall modify these Terms unless confirmed in writing by the Company.
8.4 Language
The master version of these Terms is drafted in English.
Translations into Italian, Portuguese, French, Spanish or other languages are provided solely for convenience.
In the event of any inconsistency between translated versions and the English version, the English version shall prevail to the extent permitted by mandatory law.
9. PRICES
9.1 Published Prices
Unless expressly stated otherwise, all published prices are quoted:
per person;
in the specified currency;
inclusive of applicable taxes where legally required;
exclusive of optional services unless expressly included.
The booking confirmation shall specify exactly what is included in the purchased travel product.
9.2 Included Services
Each product page clearly identifies included services.
Typical inclusions may consist of:
accommodation;
airport transfers;
meals;
guided tours;
entrance tickets;
local transportation;
event tickets;
support services.
Any service not expressly described as included shall be considered excluded.
9.3 Excluded Services
Unless specifically stated, prices do not include:
international flights;
visa fees;
passport costs;
travel insurance;
vaccinations;
personal expenses;
minibar charges;
laundry;
optional excursions;
gratuities;
tourist taxes payable locally;
excess baggage fees;
bank transfer charges;
foreign exchange costs.
9.4 Pricing Errors
Despite reasonable care, pricing errors may occasionally occur.
If the Company discovers an obvious pricing error before confirmation, it reserves the right to:
correct the error;
offer the Traveller the opportunity to proceed at the correct price; or
cancel the booking without liability.
The Company shall notify the Traveller as soon as reasonably practicable.
A booking made at a manifestly incorrect price resulting from a typographical, technical or system error shall not obligate the Company to honour that price where permitted by law.
9.5 Currency Exchange
Where payments are made in a currency different from the published price:
exchange rates shall be determined by the payment provider or financial institution;
the Company is not responsible for exchange rate fluctuations;
refunds shall normally be processed in the original transaction currency.
9.6 Taxes and Government Charges
Government taxes, airport charges, security fees and mandatory destination taxes may change after publication.
Where permitted by applicable law, the Company reserves the right to adjust the final price to reflect changes imposed by governmental authorities or suppliers.
The Traveller shall be informed of any such adjustment before the balance payment becomes due.
10. PAYMENTS
10.1 Payment Obligation
The Traveller agrees to pay the total price specified in the Booking Confirmation in accordance with the payment schedule established by the Company.
Failure to make payments within the prescribed deadlines may result in the automatic cancellation of the booking, subject to these Terms and applicable law.
10.2 Deposit
Unless otherwise specified in writing, a booking requires the payment of an initial deposit.
The amount of the deposit shall be communicated before the booking is confirmed.
Payment of the deposit constitutes acceptance of:
these General Terms and Conditions;
the applicable cancellation policy;
the payment schedule;
the travel contract.
The deposit is not a service fee but forms part of the total travel price.
10.3 Balance Payment
The remaining balance must be paid by the deadline indicated in the Booking Confirmation.
Unless otherwise agreed, the balance is due no later than 40 days before the scheduled departure date.
For bookings made within the balance payment period, the full amount shall be payable immediately upon confirmation.
Failure to pay the balance by the due date may be treated as a cancellation by the Traveller, and the applicable cancellation charges may apply.
10.4 Instalment Payment Plans
For selected travel products, the Company may offer payment plans allowing the Traveller to spread the cost of the booking over multiple instalments.
Participation in an instalment plan remains subject to:
approval by the Company or its payment provider;
compliance with the agreed payment schedule;
acceptance of any additional terms communicated before purchase.
Failure to pay any instalment may result in suspension or cancellation of the booking.
Unless otherwise stated, instalment plans do not constitute consumer credit or financial services provided directly by the Company.
10.5 Accepted Payment Methods
The Company may accept payment through one or more of the following methods:
Credit Cards
Debit Cards
Bank Transfer
Digital Wallets
Stripe
PayPal
Apple Pay
Google Pay
Other authorised payment providers
Accepted payment methods may vary depending on the Traveller's country of residence and the booked travel product.
10.6 Payment Security
All online payments are processed using secure payment gateways operated by authorised payment service providers.
The Company does not store complete payment card details on its own systems unless expressly permitted by applicable payment security standards.
10.7 Currency
Payments shall be made in the currency specified in the Booking Confirmation.
Where a payment is made in another currency, exchange rates applied by banks or payment providers shall govern the conversion.
The Company shall not be responsible for:
exchange rate fluctuations;
foreign transaction fees;
intermediary bank charges.
10.8 Late Payments
If payment is not received by the applicable due date, the Company may:
issue a payment reminder;
suspend the booking;
cancel supplier reservations;
apply cancellation charges;
terminate the travel contract.
The Company shall not be responsible for losses resulting from the cancellation of reservations caused by late payment.
10.9 Chargebacks
A chargeback should only be initiated where the Traveller genuinely believes that a payment has been processed fraudulently or incorrectly.
Where a Traveller initiates a chargeback without valid legal grounds, the Company reserves the right to:
suspend all current bookings;
cancel future reservations;
recover any costs incurred;
pursue legal remedies where appropriate.
Nothing in this clause limits the Traveller's statutory rights under consumer protection legislation.
10.10 Fraud Prevention
The Company reserves the right to conduct reasonable verification procedures to prevent fraudulent transactions.
Such procedures may include requests for:
proof of identity;
proof of address;
confirmation of payment method ownership;
additional documentation required by payment providers.
Failure to provide requested verification within a reasonable period may result in cancellation of the booking and refund of any verified funds, less any non-recoverable costs already incurred.
10.11 Taxes
The Traveller remains responsible for any taxes, duties or governmental charges imposed by authorities that are not expressly included within the booked travel product.
10.12 Promotional Discounts
Promotional prices:
are available only during the stated promotional period;
cannot normally be combined with other offers;
have no cash value;
cannot be applied retrospectively after booking confirmation unless expressly stated.
The Company reserves the right to withdraw promotional offers at any time before a booking is confirmed.
11. CHANGES REQUESTED BY THE TRAVELLER
11.1 Request for Changes
After confirmation, the Traveller may request modifications to the booking.
Modification requests may include:
change of departure date;
change of accommodation;
change of room type;
change of traveller;
additional nights;
optional experiences;
transport arrangements.
All modification requests remain subject to availability and supplier approval.
11.2 Administrative Fees
The Company may charge a reasonable administrative fee for processing modifications.
In addition, the Traveller shall be responsible for any additional costs imposed by suppliers, including airlines, hotels, transport providers or event organisers.
11.3 Name Changes
Name changes may not always be permitted.
Where permitted, name changes remain subject to:
supplier policies;
airline restrictions;
immigration regulations;
additional administrative fees.
Certain airline tickets may be non-transferable and require cancellation and rebooking.
11.4 Date Changes
Requests to change travel dates shall be treated as modification requests rather than automatic entitlements.
The Company will use reasonable efforts to accommodate such requests but cannot guarantee availability.
Price differences resulting from seasonal rates, supplier pricing or exchange rate fluctuations shall be payable by the Traveller.
11.5 Changes Close to Departure
Modification requests submitted shortly before departure may be impossible to process due to supplier deadlines.
Where changes cannot reasonably be implemented, the original booking conditions shall remain applicable.
11.6 Change of Destination
A request to change the destination after confirmation shall normally be treated as:
cancellation of the original booking; and
creation of a new booking.
Applicable cancellation charges may therefore apply.
11.7 Additional Travellers
Requests to add travellers after confirmation remain subject to:
accommodation capacity;
airline availability;
transport capacity;
supplier approval.
Additional travellers may be charged at the prevailing price available at the time of the request.
11.8 Reduction in Group Size
If one or more travellers cancel from a shared booking, the remaining travellers may become responsible for:
single room supplements;
revised transport costs;
revised group pricing;
supplier-imposed charges.
The Company shall provide updated pricing before confirming such adjustments.
12. CHANGES MADE BY THE ORGANISER
12.1 Right to Modify Travel Arrangements
The Company carefully plans every travel product in advance. However, due to operational requirements or circumstances beyond its reasonable control, it may become necessary to modify certain elements of the booked travel arrangements.
The Company reserves the right to make changes before or during the trip where such changes are necessary for the successful operation of the travel programme.
Whenever reasonably possible, the Traveller shall be informed without undue delay.
12.2 Minor Changes
Minor changes are modifications that do not substantially affect the overall value, purpose or enjoyment of the travel experience.
Examples include, without limitation:
changes to transfer schedules;
substitution of a hotel with another of equivalent or higher standard;
modification of excursion times;
replacement of restaurants;
replacement of guides;
changes to meeting locations;
minor itinerary adjustments;
changes resulting from airline schedule updates.
Minor changes do not entitle the Traveller to cancel the booking or claim compensation.
12.3 Significant Changes
A significant change is one that materially alters an essential element of the travel contract.
Examples may include:
a substantial reduction in the duration of the trip;
a significant downgrade in accommodation standards;
removal of a principal destination without a suitable alternative;
cancellation of a major event that forms the principal purpose of the package;
substantial alteration of the itinerary;
material increase in the total travel price where permitted by law.
Where a significant change becomes necessary before departure, the Company shall notify the Traveller as soon as reasonably practicable.
Subject to applicable law, the Traveller may then be offered one or more of the following options:
acceptance of the proposed change;
acceptance of a suitable alternative package, where available;
termination of the contract with the refund required by applicable legislation.
12.4 Equivalent Alternatives
Where an advertised service becomes unavailable, the Company may substitute it with a comparable alternative of equal or higher quality whenever reasonably possible.
Examples include:
equivalent hotels;
comparable transportation;
similar guided experiences;
replacement activities;
alternative restaurants;
alternative event venues.
Such substitutions shall not constitute a breach of contract where they preserve the overall quality and purpose of the travel experience.
12.5 Changes During the Trip
If circumstances require modifications after the Traveller has commenced the journey, the Company shall make reasonable efforts to:
minimise inconvenience;
preserve the value of the travel experience;
provide suitable alternatives whenever possible.
Where a significant portion of the contracted services cannot be provided, the Company shall arrange appropriate alternative services without additional cost where required by applicable law.
12.6 Itinerary Flexibility
The Traveller acknowledges that travel itineraries may require flexibility.
The order of activities, excursions or visits may change due to:
weather conditions;
operational requirements;
local authority decisions;
transportation delays;
supplier availability;
safety considerations;
conservation measures;
cultural or religious events;
unforeseen circumstances.
Unless such changes materially alter the travel package, they shall not constitute a breach of contract.
12.7 Hotels
Hotels listed within itineraries are subject to operational availability.
Where necessary, the Company may replace accommodation with another property offering comparable comfort, facilities and location.
Room layouts, interior decoration and views may differ from promotional photographs.
Photographs shown on the Website are illustrative only.
12.8 Transportation
Transportation providers may modify:
schedules;
routes;
equipment;
departure points;
arrival points.
Such operational changes remain under the control of the relevant carrier.
The Company shall not be liable for operational decisions taken independently by transport providers.
12.9 Local Experiences
Authentic travel experiences often involve local communities, independent guides and small businesses.
Occasionally, experiences may require modification due to:
community events;
weather conditions;
conservation requirements;
safety considerations;
governmental restrictions.
The Company shall endeavour to provide equivalent alternatives whenever reasonably possible.
13. CANCELLATION BY THE ORGANISER
13.1 Cancellation Before Departure
The Company reserves the right to cancel a booked travel product before departure where necessary.
Cancellation may occur for reasons including, but not limited to:
failure to reach the minimum number of participants;
supplier insolvency;
government restrictions;
safety concerns;
force majeure;
operational impossibility;
circumstances making performance illegal or impossible.
The Traveller shall be informed as soon as reasonably practicable.
13.2 Minimum Participant Requirement
Certain travel products require a minimum number of participants to operate safely and economically.
This particularly applies to:
escorted tours;
expeditions;
festival packages;
educational travel;
group departures;
charter operations.
If the minimum number of participants is not reached, the Company may cancel the departure.
Where required by applicable law, the Traveller shall receive the refund to which they are entitled.
The Company may also offer:
another departure date;
an upgraded alternative;
travel credit;
a customised itinerary.
Acceptance of these alternatives shall remain entirely voluntary.
13.3 Force Majeure
The Company shall not be liable for cancellation resulting from extraordinary and unavoidable circumstances beyond its reasonable control.
These include, without limitation:
earthquakes;
hurricanes;
volcanic eruptions;
floods;
wildfires;
epidemics;
pandemics;
war;
terrorism;
civil unrest;
government travel restrictions;
border closures;
airport closures;
mandatory evacuations;
severe weather;
industrial action affecting transportation;
failures of essential infrastructure.
Where required by law, the Company shall provide the remedies available under the applicable legislation.
13.4 Safety First
The safety of Travellers, employees, suppliers and local communities shall always take priority over the scheduled itinerary.
The Company reserves the right to:
modify activities;
suspend excursions;
cancel experiences;
alter routes;
evacuate participants;
terminate travel arrangements where necessary for safety reasons.
Such decisions shall be made in good faith and in accordance with available information at the relevant time.
13.5 Traveller Misconduct
The Company reserves the right to terminate the travel contract without refund where a Traveller:
endangers the safety of others;
commits criminal acts;
engages in violent behaviour;
repeatedly disregards reasonable instructions;
causes serious disruption to the travel experience;
damages property;
behaves in a discriminatory or abusive manner toward staff, suppliers or other travellers.
The Traveller shall remain responsible for all resulting costs, including transportation, accommodation and any damages caused.
13.6 Supplier Failure
Where a supplier unexpectedly fails to provide contracted services, the Company shall use reasonable efforts to:
secure alternative suppliers;
minimise disruption;
preserve the quality of the travel experience.
The Company shall not automatically be liable for losses caused solely by the independent default of a supplier, except where liability arises under mandatory package travel legislation.
13.7 Refunds Following Organiser Cancellation
Where the Company cancels a booking and no alternative arrangement is accepted by the Traveller, refunds shall be processed in accordance with:
applicable law;
these Terms;
any mandatory consumer protection provisions.
Unless otherwise required by law, refunds shall be limited to amounts actually paid to the Company for the cancelled travel services.
The Company shall not be responsible for consequential or indirect losses incurred independently by the Traveller, such as separately booked flights, accommodation, visas, or other arrangements not included in the travel contract, unless such liability is imposed by mandatory law.
14. CANCELLATION BY THE TRAVELLER
14.1 Right to Cancel
The Traveller may cancel the travel contract at any time before the commencement of the travel services by submitting written notice to the Company.
Cancellation requests shall be sent through one of the following official channels:
the One Pelican customer portal (where available);
email;
the online contact form;
other written communication channels expressly accepted by the Company.
For legal certainty, telephone cancellations shall not be considered valid unless confirmed in writing.
14.2 Effective Date of Cancellation
A cancellation shall become effective on the date the Company receives the written cancellation request.
Where the request is received outside normal business hours, it shall be deemed received on the next business day.
The applicable cancellation charges shall be determined by reference to the effective cancellation date.
14.3 Cancellation Charges
The Company incurs operational costs immediately after confirming a booking, including supplier commitments, reservation costs and administrative expenses.
Accordingly, cancellation charges may apply.
Unless different conditions are expressly communicated before booking for a specific travel product, the following standard cancellation policy shall apply:
Days before departure | Cancellation Charge |
More than 60 days | Administrative Fee only (if applicable) |
60–41 days | Deposit retained |
40–21 days | 50% of the total booking price |
20–11 days | 75% of the total booking price |
10 days or less | 100% of the total booking price |
Failure to travel (No Show) | 100% of the total booking price |
These percentages may be replaced by supplier-specific conditions where clearly disclosed before the booking is confirmed.
14.4 Supplier-Specific Cancellation Policies
Certain suppliers impose cancellation terms that differ from the Company's standard policy.
These may include:
scheduled airlines;
low-cost airlines;
cruise operators;
event organisers;
festival ticket providers;
sporting event organisers;
accommodation providers with non-refundable rates;
tailor-made travel arrangements.
Where supplier-specific conditions apply, the Traveller shall be informed before the booking is confirmed.
Supplier conditions shall prevail for the affected service to the extent permitted by law.
14.5 Non-Refundable Components
Certain components may be designated as non-refundable.
These may include:
airline tickets;
event tickets;
visa fees;
travel insurance premiums;
booking fees expressly identified as non-refundable;
supplier deposits that cannot be recovered.
Any non-refundable component shall be identified before the Traveller completes the booking.
14.6 Tailor-Made Holidays
Travel products created specifically for an individual Traveller or private group often require immediate commitments with multiple suppliers.
Accordingly, tailor-made itineraries may be subject to different cancellation conditions.
Such conditions shall be communicated before confirmation of the booking.
14.7 Group Bookings
For group reservations, cancellation by one participant may affect the pricing applicable to the remaining participants.
Where the cancellation results in:
loss of group discounts;
additional accommodation supplements;
revised transport costs;
minimum occupancy adjustments;
the remaining Travellers may be responsible for the resulting price difference.
The Company shall communicate any revised pricing before applying such adjustments.
14.8 Festival and Event Packages
Festival packages often include services purchased in advance from independent organisers.
Accordingly, the following components are generally non-refundable once confirmed:
festival passes;
VIP tickets;
backstage experiences;
reserved seating;
hospitality packages;
accreditation fees.
Where refunds are available from the event organiser, the Company shall pass on the corresponding amount after deducting any applicable administrative costs.
14.9 Travel Insurance
The Company strongly recommends purchasing travel insurance that includes cancellation coverage.
Where the Traveller has purchased cancellation insurance, reimbursement may be available directly from the insurer, subject to the insurance policy's terms and conditions.
The Company is not responsible for decisions made by the insurance provider regarding claim eligibility or settlement.
14.10 Transfer of the Booking
Where permitted by applicable law and supplier conditions, the Traveller may request to transfer the booking to another person.
Such transfer shall be subject to:
sufficient advance notice;
the substitute Traveller satisfying all travel requirements;
supplier approval where required;
payment of any additional costs reasonably incurred.
The Company reserves the right to refuse a transfer where operationally impossible or prohibited by supplier rules.
15. REFUNDS
15.1 General Principles
Refunds shall be processed only where:
required by applicable law;
provided for under these Terms;
agreed in writing by the Company;
authorised by the relevant supplier.
Refunds shall never exceed the amounts actually received by the Company for the affected travel services unless otherwise required by mandatory law.
15.2 Refund Method
Unless otherwise agreed, refunds shall be issued using the same payment method used for the original transaction.
Where this is not reasonably possible, the Company may arrange an alternative refund method with the Traveller.
15.3 Refund Processing Time
Refund processing depends on:
banking systems;
payment providers;
supplier reimbursement;
fraud prevention procedures.
Once approved, the Company will process refunds within a reasonable period.
The actual time for funds to appear in the Traveller's account may vary depending on the financial institution or payment provider.
15.4 Supplier Delays
Where the Company is awaiting reimbursement from a supplier, any refund due to the Traveller may be delayed accordingly, except where mandatory law requires otherwise.
The Company shall keep the Traveller reasonably informed regarding the status of such reimbursements.
15.5 Partial Refunds
Where only part of the booked travel services is cancelled, any refund shall relate solely to the affected services, less any applicable charges or unrecoverable supplier costs.
15.6 Travel Credit
Instead of a monetary refund, the Company may offer a Travel Credit or Voucher.
Acceptance of a Travel Credit shall be entirely voluntary unless otherwise permitted by applicable law.
The Traveller shall be informed of:
the value of the credit;
its validity period;
any restrictions on use;
whether it is transferable.
15.7 Unused Services
No refund shall normally be payable for travel services voluntarily not used by the Traveller after the trip has commenced, including:
missed excursions;
unused accommodation nights;
skipped meals;
unused transfers;
optional activities not attended.
This does not affect any statutory rights arising from the Company's failure to provide contracted services.
15.8 No Show
A Traveller who fails to commence the booked travel arrangements without prior written cancellation shall be considered a No Show.
Unless otherwise required by law or expressly stated in the booking conditions:
the booking shall be cancelled;
all reserved services may be released;
the full booking price may be forfeited.
15.9 Bank Charges
The Company is not responsible for:
intermediary bank fees;
currency conversion costs;
foreign exchange losses;
payment provider charges incurred during the refund process.
15.10 Fraudulent Refund Claims
The Company reserves the right to refuse refund requests that are:
fraudulent;
materially misleading;
unsupported by reasonable evidence;
inconsistent with these Terms or applicable law.
Where fraud is reasonably suspected, the Company may suspend the processing of the claim while conducting appropriate investigations.
16. TRAVEL DOCUMENTS, PASSPORTS, VISAS AND HEALTH REQUIREMENTS
16.1 Traveller Responsibility
Each Traveller is solely responsible for ensuring that they possess all documents required for entry into, transit through and departure from every destination included in their itinerary.
These documents may include, without limitation:
a valid passport;
national identity card where accepted;
entry visa;
transit visa;
residence permits;
travel authorisations;
vaccination certificates;
customs declarations;
health certificates;
parental consent documentation for minors;
any other document required by the relevant authorities.
The Company shall not be responsible for losses resulting from incomplete, expired or incorrect documentation.
16.2 Passport Validity
Travellers are responsible for ensuring that their passport satisfies all entry requirements imposed by the destination countries.
Many countries require passports to remain valid for at least six months after the intended date of departure.
The Traveller should verify these requirements before making a booking and again before travelling.
The Company does not guarantee that passport requirements remain unchanged after publication of travel information.
16.3 Visa Requirements
Visa requirements vary depending on:
nationality;
country of residence;
destination;
transit countries;
duration of stay;
purpose of travel.
Although the Company may provide general guidance regarding visa requirements, such information is provided solely for convenience.
The Traveller remains solely responsible for obtaining all required visas before departure.
16.4 Visa Assistance Services
Where offered, the Company may assist Travellers with visa applications or electronic travel authorisations.
Such assistance does not constitute a guarantee that:
a visa will be issued;
processing will be completed within a specific timeframe;
immigration authorities will approve the application.
Visa decisions remain entirely within the discretion of the relevant governmental authorities.
The Company accepts no responsibility for refusals, delays or conditions imposed by those authorities.
16.5 Entry Requirements for Cape Verde
Travellers visiting Cape Verde are responsible for complying with all immigration requirements applicable at the time of travel.
Depending on nationality, these requirements may include:
passport validity requirements;
visa requirements;
Electronic Airport Security Tax registration (EASE), where applicable;
payment of applicable government charges;
proof of onward or return travel where required;
proof of accommodation where requested by immigration authorities.
The Company may offer assistance with the EASE registration process as an optional service.
Responsibility for complying with entry requirements remains with the Traveller.
16.6 Denied Boarding
The Company shall not be liable where a Traveller is denied boarding by an airline because of:
invalid travel documents;
incorrect passenger information;
visa deficiencies;
immigration restrictions;
health requirements;
airline operational policies;
security decisions.
Any resulting costs shall remain the responsibility of the Traveller unless otherwise required by law.
16.7 Refusal of Entry
Immigration authorities retain absolute discretion regarding admission into their territory.
The Company cannot guarantee entry into any country.
If a Traveller is refused entry by immigration authorities for reasons unrelated to any breach of the Company's contractual obligations, the Company shall not be liable for resulting losses or additional expenses.
16.8 Customs Regulations
Travellers are responsible for complying with customs laws applicable in every country visited.
This includes restrictions relating to:
food products;
medicines;
alcohol;
tobacco;
cash declarations;
protected species;
cultural artefacts;
prohibited goods.
The Company shall not be responsible for fines, confiscations or delays arising from customs violations committed by the Traveller.
17. HEALTH REQUIREMENTS
17.1 Fitness to Travel
Each Traveller is responsible for ensuring that they are medically fit to participate in the booked travel services.
Certain activities may involve:
walking over uneven terrain;
trekking;
hiking;
swimming;
boat travel;
high temperatures;
remote locations;
limited medical facilities.
Travellers should carefully review the physical requirements described for each travel product before booking.
17.2 Medical Conditions
Travellers are encouraged to inform the Company, before booking or as soon as reasonably practicable thereafter, of any medical condition that could reasonably affect the travel arrangements or require special assistance.
Examples include:
reduced mobility;
severe allergies;
chronic illnesses;
pregnancy;
visual impairment;
hearing impairment;
dietary requirements requiring special arrangements.
The Company shall use reasonable efforts to accommodate disclosed needs but cannot guarantee that every destination or supplier will be able to provide specialised assistance.
17.3 Pregnancy
Pregnant Travellers should consult their medical practitioner before travelling.
Some airlines, cruise operators and activity providers impose restrictions on travel during pregnancy.
Compliance with such restrictions remains the responsibility of the Traveller.
17.4 Medication
Travellers are responsible for:
carrying sufficient medication for the duration of the trip;
transporting medicines in accordance with airline and customs regulations;
ensuring that controlled medications are accompanied by appropriate prescriptions where required.
The Company cannot obtain replacement medication where local regulations prohibit its availability.
17.5 Vaccinations
Travellers are responsible for determining whether vaccinations are recommended or required for their itinerary.
The Company recommends consulting:
the Traveller's physician;
local health authorities;
official governmental travel advisories.
Vaccination requirements may change without prior notice.
17.6 Infectious Diseases
Where public health measures are introduced before or during travel, Travellers agree to comply with applicable requirements imposed by:
governments;
border authorities;
airlines;
accommodation providers;
event organisers;
local health authorities.
Such measures may include testing, vaccination requirements, isolation procedures or other health protocols.
17.7 Special Assistance
Where reasonably possible, the Company shall endeavour to arrange special assistance requested by the Traveller.
However, such assistance may depend upon:
supplier capabilities;
local infrastructure;
destination limitations;
advance notice.
Failure by independent suppliers to provide requested assistance shall not automatically constitute a breach of contract by the Company where reasonable efforts have been made to arrange such assistance.
17.8 Emergency Medical Treatment
If emergency medical treatment becomes necessary during the trip, the Company may assist in contacting local emergency services or facilitating communication with insurers or family members.
The Traveller remains responsible for medical expenses unless covered by travel insurance or applicable law.
17.9 Medical Evacuation
Medical evacuation, repatriation or specialised transport is not included unless expressly stated in the booked travel product or covered by an applicable insurance policy.
The Company strongly recommends purchasing comprehensive travel insurance including:
emergency medical expenses;
medical evacuation;
repatriation;
trip interruption;
personal liability.
17.10 Public Health Emergencies
Where public health emergencies affect travel, the Company may implement reasonable measures necessary to protect:
Travellers;
employees;
suppliers;
local communities.
Such measures may include itinerary modifications, suspension of activities or additional health protocols.
The Company shall use reasonable efforts to minimise disruption while prioritising health and safety.
18. TRAVEL INSURANCE
18.1 Importance of Travel Insurance
The Company strongly recommends that every Traveller purchase comprehensive travel insurance before the commencement of the trip.
International travel involves risks that cannot always be foreseen or controlled. Appropriate insurance provides financial protection against unexpected events that may occur before or during the journey.
Although insurance may not be mandatory for every destination, travelling without adequate coverage is entirely at the Traveller's own risk.
18.2 Optional Insurance Products
The Company may offer one or more optional insurance products through authorised insurance partners.
Depending on the selected policy, coverage may include:
Trip Cancellation
Trip Interruption
Medical Expenses Abroad
Emergency Medical Assistance
Medical Repatriation
Personal Accident
Lost, Delayed or Damaged Baggage
Travel Delay
Missed Departure
Personal Liability
Legal Assistance
Emergency Assistance Services
The exact scope of cover is determined exclusively by the insurance policy issued by the insurer.
18.3 Independent Insurance Contract
Where insurance is purchased through the Company, the insurance contract is concluded directly between the Traveller and the insurance provider.
The Company acts solely as an intermediary for the sale of the insurance product unless expressly stated otherwise.
The Company is not an insurance undertaking and does not assume any obligations arising under the insurance policy.
18.4 Policy Documents
The Traveller shall receive the applicable insurance documentation before departure or as otherwise required by law.
The Traveller is responsible for reading:
the Policy Wording;
the Insurance Certificate;
the General Conditions;
exclusions;
limits of liability;
claim procedures.
Failure to review the policy documentation shall not affect the applicability of its terms.
18.5 Pre-existing Medical Conditions
Certain medical conditions may not be covered under the insurance policy.
Travellers are responsible for:
reviewing the applicable policy conditions;
making any required medical declarations;
obtaining additional coverage where appropriate.
The Company does not assess medical eligibility for insurance coverage.
18.6 Claim Procedure
Insurance claims must be submitted directly to the insurer in accordance with the claim procedure specified in the policy.
The Company may provide reasonable assistance by supplying documentation relating to the booked travel arrangements, including:
booking confirmations;
invoices;
payment receipts;
cancellation confirmations.
The Company cannot approve or reject insurance claims.
18.7 Exclusions
Insurance policies commonly exclude or restrict coverage for certain circumstances, including, but not limited to:
undeclared pre-existing medical conditions;
intoxication due to alcohol or drugs;
reckless or unlawful conduct;
participation in excluded high-risk activities;
unattended baggage;
losses resulting from failure to comply with official travel advice where specified by the insurer;
events specifically excluded by the insurance policy.
Travellers should carefully review all exclusions before purchasing insurance.
18.8 Limitation of Responsibility
The Company accepts no responsibility for:
decisions made by the insurer;
delays in claim processing;
denial of claims;
policy exclusions;
interpretation of insurance coverage.
Any dispute concerning insurance coverage shall be resolved directly between the Traveller and the insurance provider.
18.9 Existing Insurance
Travellers who already possess independent travel insurance should verify that their policy provides adequate cover for:
the destination;
the duration of travel;
planned activities;
adventure sports;
festivals or events;
medical evacuation;
cancellation costs.
The Company shall not be responsible for assessing the adequacy of existing insurance arrangements.
18.10 Adventure Activities
Certain experiences offered by the Company may involve elevated levels of physical activity or inherent risk.
Examples include:
trekking;
hiking;
scuba diving;
snorkelling;
boat excursions;
canyoning;
volcanic hiking;
off-road excursions;
water sports.
Travellers are responsible for ensuring that their insurance policy covers participation in such activities.
19. CUSTOMER RESPONSIBILITIES
19.1 General Duty
Travellers are expected to behave responsibly throughout their journey.
Each Traveller shall exercise reasonable care for:
their own safety;
the safety of other participants;
Company personnel;
suppliers;
local communities;
property;
the environment.
19.2 Compliance with Laws
Travellers must comply with all applicable:
national laws;
local regulations;
customs requirements;
immigration rules;
health regulations;
safety instructions.
Failure to comply may result in:
removal from activities;
refusal of service;
termination of the travel contract;
intervention by local authorities.
Any resulting costs shall remain the Traveller's responsibility.
19.3 Respect for Local Communities
One Pelican promotes responsible tourism based upon respect for local cultures and communities.
Travellers agree to:
respect local customs;
dress appropriately where culturally required;
obtain permission before photographing individuals where appropriate;
avoid offensive behaviour;
support responsible interaction with local residents.
19.4 Environmental Responsibility
Travellers are encouraged to minimise their environmental impact by:
reducing plastic waste;
respecting wildlife;
remaining on designated trails;
avoiding damage to natural habitats;
complying with conservation rules;
disposing of waste responsibly.
Protected areas may impose additional restrictions.
19.5 Alcohol and Drugs
Illegal drugs are strictly prohibited during all travel services organised by the Company.
Travellers whose behaviour is materially affected by alcohol or other substances may be refused participation in activities where safety could be compromised.
The Company reserves the right to remove any Traveller whose behaviour places themselves or others at risk.
19.6 Damage to Property
Travellers shall be responsible for any damage they intentionally or negligently cause to:
hotels;
vehicles;
boats;
equipment;
accommodation;
event venues;
supplier property.
The Traveller agrees to indemnify the Company against any resulting claims or losses caused by such damage.
19.7 Timeliness
Travellers are responsible for arriving punctually at:
airports;
transfer departure points;
excursion meeting locations;
event venues;
ferry terminals;
scheduled activities.
Failure to arrive on time may result in missed services without entitlement to refund.
19.8 Health and Physical Ability
Travellers should carefully assess whether they possess the physical ability required for the booked activities.
Where minimum fitness levels are specified, the Traveller accepts responsibility for ensuring that they are capable of participating safely.
The Company may refuse participation where, in the reasonable opinion of its representatives or suppliers, participation would create an unacceptable safety risk.
19.9 Respect Towards Staff
Travellers shall treat Company employees, representatives, guides and suppliers with courtesy and respect.
Abusive, threatening, discriminatory or violent behaviour shall not be tolerated.
The Company reserves the right to terminate the travel arrangements of any Traveller whose behaviour seriously affects the safety or enjoyment of others.
19.10 Responsible Tourism Commitment
One Pelican is committed to promoting travel that creates positive social, cultural and environmental impact.
Travellers are encouraged to support this commitment by acting responsibly throughout their journey and respecting the values promoted by the Company.
20. LIABILITY OF TRAVEL FEED ECOSYSTEM SRL
20.1 General Responsibility
Travel Feed Ecosystem SRL is responsible for the proper performance of the travel services forming part of the travel contract to the extent required by applicable law.
The Company shall exercise reasonable care, skill and diligence in selecting, coordinating and supervising suppliers involved in the delivery of the booked travel services.
Nothing in these Terms excludes or limits any liability that cannot legally be excluded or limited under applicable law.
20.2 Third-Party Suppliers
Many travel services are provided by independent third-party suppliers, including but not limited to:
airlines;
hotels;
cruise operators;
ferry companies;
transport providers;
destination management companies;
restaurants;
event organisers;
local guides;
activity providers.
Although the Company carefully selects its suppliers, each supplier remains responsible for the performance of the services it directly provides.
Where mandatory law attributes responsibility to the Company as organiser of a package holiday, the Company shall fulfil its legal obligations accordingly.
20.3 Standard of Care
The Company shall perform its obligations with the level of care reasonably expected of a professional international tour operator.
However, travel services are inherently dependent upon numerous external factors that cannot always be controlled.
Accordingly, the Company does not guarantee that every aspect of the journey will occur exactly as advertised where circumstances beyond its reasonable control require adjustments.
20.4 Events Beyond the Company's Control
The Company shall not be liable for loss, delay, inconvenience or additional expense arising directly or indirectly from events beyond its reasonable control, including but not limited to:
natural disasters;
severe weather;
volcanic activity;
earthquakes;
hurricanes;
floods;
pandemics;
epidemics;
war;
terrorism;
civil unrest;
riots;
governmental actions;
border closures;
visa restrictions;
airline operational decisions;
airport congestion;
industrial action;
utility failures;
cyber incidents affecting third-party systems;
any other extraordinary and unavoidable circumstances.
20.5 Flight Operations
Flights are operated exclusively by the relevant air carrier.
The Company is not responsible for operational decisions made independently by airlines, including:
schedule changes;
aircraft substitutions;
delays;
cancellations;
denied boarding;
baggage handling;
overbooking;
route modifications.
Where flights form part of a package holiday, the Company shall provide assistance required under applicable legislation.
20.6 Accommodation Standards
Hotel classifications vary between countries.
Star ratings may differ significantly according to local regulations and industry standards.
Descriptions, photographs and promotional materials are intended to provide a general representation of the accommodation and shall not constitute guarantees regarding:
room location;
view;
furnishings;
décor;
room size;
amenities.
Reasonable variations shall not constitute a breach of contract.
20.7 Activities and Excursions
Many activities offered by the Company involve inherent risks associated with travel and outdoor recreation.
Participation in activities such as:
trekking;
hiking;
snorkelling;
diving;
sailing;
whale watching;
volcano excursions;
water sports;
off-road experiences;
is voluntary.
The Traveller accepts the ordinary risks inherent in such activities provided that they are operated with reasonable care.
20.8 Traveller's Own Acts or Omissions
The Company shall not be liable where loss or damage results wholly or partly from:
the Traveller's negligence;
failure to follow instructions;
breach of these Terms;
unlawful conduct;
intoxication;
reckless behaviour;
failure to obtain required documentation;
failure to maintain reasonable personal care.
20.9 Personal Property
Travellers remain responsible for safeguarding their personal belongings throughout the journey.
Unless required by law, the Company shall not be liable for:
lost baggage;
stolen valuables;
forgotten belongings;
damaged personal equipment;
cash;
jewellery;
electronic devices;
travel documents.
Travellers are encouraged to obtain appropriate insurance.
20.10 Indirect Loss
To the fullest extent permitted by applicable law, the Company shall not be liable for indirect or consequential losses, including:
loss of enjoyment beyond that recognised by applicable law;
loss of business;
loss of income;
loss of profits;
loss of opportunity;
reputational damage;
emotional distress not arising from a compensable legal claim.
20.11 Limitation of Liability
Where applicable law permits the limitation of liability, the Company's total liability arising from the travel contract shall not exceed the maximum limits established under the applicable international conventions and mandatory legislation governing the relevant travel services.
Nothing in this clause limits liability for:
death;
personal injury caused by negligence where such limitation is prohibited by law;
fraud;
wilful misconduct;
any liability that cannot legally be excluded.
20.12 Duty to Mitigate
The Traveller agrees to take reasonable steps to minimise any loss suffered during the journey.
This includes promptly informing the Company or its local representatives of any issue so that reasonable efforts may be made to resolve it.
Failure to report problems during the trip may affect the extent of any compensation where permitted by applicable law.
20.13 Assistance During the Trip
If the Traveller experiences difficulties during the trip, the Company shall provide reasonable assistance appropriate to the circumstances.
Such assistance may include:
providing travel information;
facilitating communication with suppliers;
assisting in contacting consular authorities;
helping arrange alternative transport or accommodation where appropriate.
The Company may recover the reasonable costs of such assistance where the difficulties were caused intentionally or negligently by the Traveller.
20.14 No Waiver of Statutory Rights
Nothing contained in these Terms shall exclude, restrict or reduce any statutory rights that Travellers enjoy under applicable consumer protection or package travel legislation.
Where any provision of these Terms conflicts with mandatory law, the mandatory legal provision shall prevail to the extent of the inconsistency.
21. COMPLAINTS AND CUSTOMER SUPPORT
21.1 Commitment to Customer Satisfaction
The Company is committed to providing high-quality travel experiences and encourages Travellers to communicate any concerns promptly so that they may be resolved efficiently.
Most issues can be resolved during the trip if brought to the attention of the appropriate representative without delay.
21.2 Immediate Notification
If the Traveller considers that any contracted travel service has not been provided as agreed, the Traveller should notify:
the local guide or representative; or
the Company's Customer Support Team;
as soon as reasonably practicable.
Prompt notification enables the Company to investigate and, where possible, remedy the issue during the journey.
21.3 Failure to Report
If the Traveller fails to report a problem during the trip without reasonable justification, this may reduce the Company's ability to investigate or remedy the matter.
Where permitted by applicable law, such failure may be taken into account when assessing any subsequent claim for compensation.
21.4 Written Complaints
If the matter is not resolved during the trip, the Traveller may submit a written complaint after returning home.
The complaint should include:
booking reference;
Traveller's name;
travel dates;
description of the issue;
supporting photographs where available;
receipts for any claimed expenses;
correspondence relating to the complaint.
Complaints should be submitted through the official customer support channels identified on the Company's website.
21.5 Investigation
Upon receipt of a complaint, the Company shall:
acknowledge receipt;
review the available evidence;
consult relevant suppliers where necessary;
provide a written response within a reasonable timeframe.
Complex cases involving multiple suppliers or insurers may require additional investigation time.
21.6 Good Faith Resolution
The Company believes that most disputes can be resolved amicably through open communication.
Both parties agree to make reasonable efforts to resolve disputes in good faith before commencing formal legal proceedings, without prejudice to any mandatory rights to judicial or alternative dispute resolution.
22. INTELLECTUAL PROPERTY
22.1 Ownership
Unless otherwise expressly stated, all intellectual property rights relating to the One Pelican brand and its services are owned by or licensed to Travel Feed Ecosystem SRL.
This includes, without limitation:
the One Pelican name;
logos;
trademarks;
trade names;
slogans;
website design;
graphics;
photographs;
videos;
itineraries;
travel guides;
downloadable documents;
brochures;
maps;
software;
databases;
marketing materials;
written content.
All rights are reserved.
22.2 Limited Licence
The Company grants Travellers a limited, non-exclusive, non-transferable and revocable licence to access and use the Website solely for personal, non-commercial purposes.
This licence does not transfer ownership of any intellectual property.
22.3 Prohibited Uses
Without the Company's prior written consent, users may not:
copy;
reproduce;
modify;
distribute;
publish;
sell;
sublicense;
reverse engineer;
scrape;
mine data from;
create derivative works from;
commercially exploit
any material belonging to the Company.
22.4 User Generated Content
Where Travellers submit photographs, reviews, videos or testimonials to the Company, they grant Travel Feed Ecosystem SRL a worldwide, royalty-free, non-exclusive licence to use, reproduce, publish, adapt and display such content for marketing, promotional and editorial purposes.
The Traveller confirms that they own or have permission to use the submitted content.
The Company reserves the right not to publish or to remove user-generated content that is unlawful, misleading, offensive or otherwise inappropriate.
22.5 Feedback
Suggestions, comments or ideas voluntarily submitted to the Company may be used without restriction or obligation to provide compensation, unless otherwise agreed in writing.
23. WEBSITE TERMS OF USE
23.1 Website Availability
The Company aims to ensure that the Website is available continuously.
However, uninterrupted access cannot be guaranteed.
Temporary interruptions may occur due to:
maintenance;
software updates;
security measures;
technical failures;
internet disruptions;
third-party service interruptions.
The Company shall not be liable for temporary unavailability of the Website.
23.2 Accuracy of Information
The Company makes reasonable efforts to ensure that information published on the Website is accurate at the time of publication.
However:
prices;
itineraries;
photographs;
accommodation details;
flight schedules;
availability;
destination information
may change without prior notice.
The Booking Confirmation shall prevail over any earlier promotional material.
23.3 External Links
The Website may contain links to third-party websites.
Such links are provided solely for convenience.
The Company neither controls nor endorses external websites and accepts no responsibility for their content, security or privacy practices.
23.4 Security
Users agree not to:
introduce malware;
attempt unauthorised access;
interfere with Website functionality;
misuse online forms;
engage in fraudulent activities.
The Company reserves the right to suspend access where misuse is reasonably suspected.
24. PRIVACY AND DATA PROTECTION
24.1 Privacy Commitment
Travel Feed Ecosystem SRL respects the privacy of its customers and processes personal data in accordance with applicable data protection legislation, including the General Data Protection Regulation (EU) 2016/679 ("GDPR").
24.2 Privacy Policy
The collection, use, storage and processing of personal data are governed by the Company's Privacy Policy, which forms an integral part of these Terms.
The current version is available on the Company's Website.
24.3 Purpose of Processing
Personal data may be processed for purposes including:
booking administration;
customer support;
travel operations;
payment processing;
supplier coordination;
legal compliance;
fraud prevention;
travel documentation;
marketing communications where consent has been provided.
24.4 Data Sharing
The Company may share relevant personal information with:
airlines;
hotels;
transport providers;
insurers;
payment providers;
destination management companies;
governmental authorities where legally required.
Only information reasonably necessary for the provision of travel services shall be shared.
24.5 International Transfers
Where travel services involve destinations outside the European Economic Area, personal data may be transferred internationally where necessary to perform the travel contract.
Such transfers shall be carried out in accordance with applicable data protection laws.
24.6 Traveller Rights
Subject to applicable legislation, Travellers may exercise rights including:
access;
rectification;
erasure;
restriction of processing;
portability;
objection;
withdrawal of consent where applicable.
Requests should be submitted using the contact details provided in the Privacy Policy.
25. GOVERNING LAW AND DISPUTE RESOLUTION
25.1 Applicable Law
These General Terms and Conditions and every travel contract concluded with the Company shall be governed by the laws of the Italian Republic.
Where mandatory consumer protection legislation grants additional rights under the Traveller's country of habitual residence, such rights shall remain unaffected.
25.2 Good Faith Resolution
The parties agree to attempt to resolve disputes amicably before commencing legal proceedings.
The Company encourages Travellers to contact Customer Support promptly to facilitate an efficient resolution.
25.3 Alternative Dispute Resolution
Where applicable, Travellers may have access to Alternative Dispute Resolution (ADR) or Online Dispute Resolution (ODR) mechanisms available under applicable consumer legislation.
Participation in ADR procedures shall not prejudice either party's legal rights unless otherwise required by law.
25.4 Competent Court
Where no mandatory rule provides otherwise, disputes arising from these Terms shall fall within the jurisdiction of the competent courts of the Italian Republic.
Nothing in this clause limits any mandatory jurisdiction granted to consumers under applicable law.
26. FINAL PROVISIONS
26.1 Entire Agreement
These General Terms and Conditions, together with:
the Booking Confirmation;
the applicable itinerary;
any Special Conditions;
the Privacy Policy;
mandatory pre-contractual information;
constitute the entire agreement between the Traveller and the Company.
26.2 Severability
If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.
The invalid provision shall, where possible, be interpreted in a manner consistent with its original commercial purpose and applicable law.
26.3 No Waiver
Failure by the Company to enforce any provision of these Terms shall not constitute a waiver of its rights.
Any waiver shall be effective only if made expressly in writing.
26.4 Assignment
The Traveller may not assign or transfer their rights or obligations under the travel contract without the prior written consent of the Company, except where such transfer is expressly permitted under these Terms or applicable law.
The Company may assign its rights and obligations to another entity within its corporate group or in connection with a merger, acquisition or business reorganisation, provided that the Traveller's legal rights are not adversely affected.
26.5 Amendments
The Company may update these General Terms and Conditions from time to time.
The version applicable to a booking shall be the version in force on the date the booking is confirmed, unless a change is required by mandatory law.
Updated versions shall be published on the Company's Website with the corresponding effective date.
26.6 Language
These General Terms and Conditions have been originally drafted in English.
Official translations may be provided for convenience.
Where differences arise, the English version shall prevail to the extent permitted by mandatory law.
26.7 Contact Information
Travel Feed Ecosystem SRL
Operating under the commercial brand One Pelican®
Registered Office: [Italian Patent and Trademark Office]
VAT Number: [14751910960]
Company Registration Number: [REA MB - 2805015]
Licensed Tour Operator under Italian law.
Insolvency Protection: TOP SECURE Certificate N°2026/0616/1/12
Professional Liability Insurance: Certificate N. 12080540
Website: [www.onepelican.tours]
Emergency Travel Assistance: [www.onepelican.supports]