Terms of Service

Last updated: 9 June 2026

1. Who we are

Voyila is a flight search and booking service. When you book a flight through Voyila, we act as your booking agent — we arrange the booking on your behalf through our flight content provider (Duffel), which connects to airlines and global distribution systems. Voyila is not the airline and is not the carrier. The flight itself is provided by the operating airline, and the airline's own conditions of carriage, fare rules, and tariffs govern your ticket and your journey. We pass your booking details to the airline so they can issue your ticket; the contract of carriage is between you and the airline.

2. Our service fee — no hidden fees

Voyila charges a service fee for arranging your booking. We believe in showing it plainly. The fee appears as its own line item — labelled "Voyila service fee" — in your price breakdown before you pay, so the total you see is the total you're charged. There are no hidden surcharges layered into the fare.

The service fee is 5% of the fare, with a minimum of about $9. It is shown separately from the airline's fare and from any taxes, carrier charges, or extras (such as bags or seats) you choose to add. By completing a booking you agree to this fee.

3. Booking, pricing & ticketing

Flight offers come from live airline inventory and can change or sell out quickly. An offer is only held once it has been paid. Until then, prices and availability are not guaranteed and may change — if the fare moves before you pay, you'll see the updated price. Some offers carry an explicit expiry; an expired offer can no longer be booked at that price.

Your booking is confirmed when the airline issues the ticket and we send your confirmation. If, after you pay, the airline declines or cannot issue the ticket (for example, the offer expired during checkout), the booking does not complete and you are not charged for it — any authorisation on your card is released.

4. Payment

Payments are processed by Stripe. We don't store your full card number on our servers — your card details are handled by Stripe. You may attach a frequent-flyer (loyalty) number to a booking to earn miles with the airline, but flights cannot be booked or paid for with miles through Voyila. All bookings are paid in money.

5. Cancellations & refunds

This is the part people get surprised by elsewhere, so we want to be clear:

Refunds are bounded by what the airline actually refunds. When you cancel, the refund you receive is determined by the fare rules of the ticket you bought — not by Voyila. If you booked a non-refundable fare, cancelling typically refunds little or nothing, because the airline keeps the fare. We never refund more than the airline gives back; we don't absorb the airline's cancellation penalty on your behalf.

What you get back is the airline's actual refund of the fare, plus the Voyila service fee for the cancelled booking. Where part of a booking was paid using Voyila account credit, the refund is returned across your original card and your account credit. Any refund that is due is processed back to your original payment method (via Stripe) and/or your account credit.

Before you confirm a cancellation, we show you the refundable amount we expect from the airline so there are no surprises.

6. Changes to a booking

Date, route, or passenger changes are subject to the airline's fare rules and may incur a fare difference and an airline change fee, in addition to any applicable Voyila service fee. Not all fares permit changes. Where a change is possible, we'll show the cost before you confirm it.

7. Your responsibilities

You are responsible for the accuracy of the details you give us, including each passenger's name (exactly as it appears on their travel document), date of birth, passport details, and contact information. Airlines require these to match your identification, and corrections after ticketing may be impossible or may incur a fee — so please double-check before you pay.

You are also responsible for meeting all travel requirements for your trip — valid passports and visas, entry and health requirements, and check-in and airport cut-off times set by the airline. Voyila does not verify these on your behalf.

You agree to use Voyila lawfully and not to misuse it — no scraping, automated booking, fraudulent payments, or attempts to disrupt the service.

8. Limitation of liability

Voyila's role is to arrange your booking. We are not liable for the airline's performance of the flight — including schedule changes, delays, cancellations, diversions, denied boarding, lost or damaged baggage, or other operational matters. Those are the responsibility of the operating airline under its conditions of carriage, and any compensation or rebooking for them is governed by the airline's rules and applicable passenger-rights law.

To the fullest extent permitted by law, Voyila is not liable for indirect or consequential losses arising from your use of the service. Nothing in these terms limits any liability that cannot be limited under applicable law. Where Voyila is liable to you, our liability is limited to the Voyila service fee paid on the affected booking.

9. Governing law

These terms are governed by the laws of [jurisdiction to be specified before launch], and any disputes are subject to the courts of that jurisdiction. (Placeholder — your counsel should set this to match where Voyila operates.)

10. Contact us

Questions about these terms or a booking? Email us at [email protected] (placeholder — replace with your real support address before launch).

Reminder: this document is a template. Please have it reviewed by qualified legal counsel before you operate Voyila commercially.