1.About us

WiseTravel Technology Limited ("WiseTravel", "we", "us", or "our") is a travel technology company incorporated in Hong Kong SAR (Company No. 79125922) with a registered office in Hong Kong. We also operate through our UK entity, WiseTravel Technology Limited (Company No. 17053275), registered in England and Wales, and our technology centre, Changsha Bumeng Technology Co., Ltd. (USCC 91430103MAE8AC8Q04), in Changsha, China.

These Terms & Conditions ("Terms") govern your access to and use of the WiseTravel website at wise-travel.com and all related services (collectively, the "Service"). By accessing or using the Service, you agree to be bound by these Terms. If you do not agree, you must not use the Service.

2.Definitions

• "Booking" means any flight reservation or ancillary service (baggage, seat selection, etc.) purchased through the Service.
• "Customer" or "you" means any individual or entity accessing or using the Service.
• "Supplier" means the airline, hotel, or other travel service provider fulfilling the booking.
• "Platform" means the WiseTravel website and any associated applications.

3.Our role

WiseTravel acts as an intermediary between you and travel Suppliers. We facilitate the search, comparison, and booking of travel services. The contract for the travel service itself is between you and the Supplier. We are not a carrier, airline, or hotel operator.

While we strive to display accurate and up-to-date information, flight schedules, availability, and prices are provided by Suppliers and may change without notice.

4.Eligibility

You must be at least 18 years of age to make a Booking through the Service. By placing a Booking, you confirm that:

• You are legally capable of entering into binding contracts.
• All information you provide is accurate, current, and complete.
• You have the authority to make the Booking on behalf of all passengers listed.

5.Account registration

You may use the Service as a guest or create a registered account. If you create an account, you are responsible for maintaining the confidentiality of your login credentials and for all activity under your account. You must notify us immediately at [email protected] if you suspect unauthorised access.

6.Bookings and payments

Booking process

When you submit a Booking, you are making an offer to purchase the selected travel service at the displayed price. A Booking is confirmed only when you receive a confirmation email from us with your order number and booking reference.

Ticketing

After your payment is received, your ticket is generally issued within 48 hours. If the airline requires any additional information from the traveller to complete ticketing, we will contact you proactively using the details on the Booking. You will receive a confirmation email as soon as your tickets have been issued.

You may request a cancellation and refund at any time after payment — including while your tickets are still being issued (the stage shown on your order page as “Issuing tickets”) — under the fare conditions set by the Supplier and shown to you before you paid. The applicable cancellation fee is the same whether or not the ticket has already been issued, so that the cost of processing a booking is recovered regardless of timing. Date changes are subject to the same fare conditions; where a fare is non-changeable you may cancel under its terms and book again.

Pricing

All prices are displayed in your selected currency and include applicable taxes and fees unless stated otherwise. Prices may fluctuate due to real-time changes from Suppliers. The final price is the amount confirmed at checkout.

Payment

Payment is processed securely through our third-party payment provider. By submitting payment, you authorise us to charge the total amount shown at checkout. All transactions are processed in the currency displayed at the time of payment.

Card authorisation

By submitting payment you confirm that you are the cardholder or are expressly authorised by the cardholder to use the card for this Booking, and that the information you provide is true and complete. Using a payment card without the holder’s authorisation is fraudulent, and we report suspected fraudulent transactions to the card issuer and the relevant authorities. Your payment is authenticated through 3-D Secure (the verification step run by your bank), and we retain the result of that authentication as a record of the transaction.

Statement descriptor

Payments are processed by PayPal, so the charge for your Booking appears on your card or bank statement as a PayPal charge — typically shown as PAYPAL * WISETRAVEL (or similar) — rather than as “WiseTravel” alone. If you do not recognise a charge, please check this descriptor against your order confirmation before contacting your bank, so that a legitimate charge is not mistaken for an unauthorised one.

Chargebacks and payment disputes

If you have any concern about a charge — including a charge you do not recognise, a service you believe was not provided, or a refund you are expecting — you agree to contact us first at [email protected] and to allow us a reasonable period (at least seven days) to investigate and resolve it. In most cases we can settle a billing issue faster than a card-issuer dispute.

You acknowledge that the booking service is delivered, and the corresponding charge is validly due, when we issue your order confirmation and the airline booking reference (PNR), whether or not you subsequently travel. A fare or optional extra that is non-refundable under the conditions shown to you before payment, and any cancellation fee you accepted before confirming a cancellation, are valid charges under these Terms and are not a basis for a refund or chargeback.

Initiating a chargeback or payment dispute for a charge that is valid under these Terms — for example, in place of the cancellation process described in Section 7, or while a refund request is already in progress — is a breach of these Terms. In that event you authorise us to submit to your card issuer and the card scheme the evidence we hold of the transaction, which may include these Terms and the fare conditions you accepted at checkout, the price you were shown and confirmed, the 3-D Secure authentication result, the IP address and timestamp of your payment, and your order confirmation and e-ticket or booking reference.

To the fullest extent permitted by law, and without limiting your statutory rights, where a chargeback is found to be unwarranted you remain liable for the disputed amount and agree to reimburse us for it together with any fees the payment networks charge us and our reasonable administrative costs of contesting it; we may also suspend or close your account and decline future Bookings. Nothing in this section prevents you from exercising any genuine right you have under applicable law or card-scheme rules to dispute a charge that is in fact incorrect or unauthorised.

Service fees

WiseTravel may charge a service fee for facilitating your Booking. Any applicable service fees are included in the total price displayed before you confirm your purchase.

Optional extras — baggage and seat selection

During checkout you may add optional extras such as additional checked baggage and advance seat selection. Extras are optional, priced per traveller, per leg, and the price of each extra is shown on the review page before you confirm. Your carry-on allowance, where the fare includes one, is part of the fare and is not an extra.

• Extra checked baggage is offered subject to the airline’s piece and weight limits and to a per-traveller quantity cap. Some passenger types — for example an infant travelling on an adult’s lap — may not be eligible to add checked baggage, in which case no baggage option is shown for that traveller.
• Advance seat selection is a paid, optional service. Reserving Any seat, a Window seat or an Aisle seat is charged at the airline’s seat price for that flight. Choosing not to reserve a seat is free — you simply select an available seat at no charge when you check in at the airport. The specific seat is assigned when your ticket is issued.
• If we are unable to secure a seat that matches your request for a particular leg, the seat fee for that leg is refunded and you choose your own seat at airport check-in.

Extras are requested with the airline after your payment is completed and are subject to the airline’s own conditions and availability. Where an extra cannot be fulfilled, the amount you paid for that extra is refunded; the rest of your Booking is unaffected.

Optional extras are non-refundable. Once you have paid for an extra, the seat-selection and baggage fees are not refunded if you later cancel the Booking — the only exception is an extra we were unable to fulfil, which is refunded in full. Any refund payable on cancellation is calculated on the fare portion of your Booking, after deducting these non-refundable extras and the applicable cancellation fee.

7.Cancellations, changes, and refunds

Cancellation by you

Cancellation and change policies depend on the fare conditions set by the Supplier and shown to you before you pay. If your ticket is refundable or changeable, you may request a cancellation or change through your order page once your tickets have been issued. While a Booking is still in the “Issuing tickets” stage, these options are temporarily paused and reopen the moment ticketing completes (see Ticketing above).

Before you confirm a cancellation, we show you the applicable cancellation fee and the exact amount that will be refunded to you. The cancellation fee shown is the total fee deducted; your refund equals the amount you paid less that fee. By confirming the cancellation you accept this fee. Where a fare is changeable, the change fee and any difference in fare are likewise shown before you confirm.

A cancellation submitted through your order page is a request that our team then processes. The refund is returned to the original payment method used for the Booking; we cannot redirect it to a different card or account.

After departure

Cancellations and changes are only available before the first flight on your itinerary departs. Once departure has occurred, the ticket is strictly non-refundable and non-changeable, and no cancellation or change can be made through the Service or by our team, regardless of the fare conditions that applied before departure. This applies to fully unused as well as partially used tickets. The only amounts that may still be returned after departure are taxes or government fees that the Supplier is legally required to refund, where applicable.

Cancellation by supplier

If a Supplier cancels your flight or changes it significantly, we will notify you by email and assist you in obtaining a refund or rebooking where possible. WiseTravel is not liable for cancellations or schedule changes made by Suppliers.

Refund processing

Once a refund is approved, WiseTravel will return the funds to your original payment method within 5 business days. If the refund has not appeared in your account after that, please contact us at [email protected] with your order number and we will provide the acquirer reference number so your bank can trace the payment.

For full details — eligibility, the request flow, service fees, and how to escalate — see our Refund Policy.

8.Passenger responsibilities

You are responsible for:

• Ensuring all passenger details (names, dates of birth, passport/identity document numbers) are accurate and match travel documents exactly.
• Holding valid travel documents (passports, visas, health certificates) required for your itinerary.
• Arriving at the airport in time for check-in and boarding.
• Complying with the Supplier’s terms of carriage and conditions.

WiseTravel is not responsible for denied boarding, entry refusal, or penalties resulting from incorrect passenger information or inadequate travel documents.

9.Limitation of liability

To the fullest extent permitted by law:

• WiseTravel’s total liability for any claim arising out of or related to the Service shall not exceed the amount paid by you for the specific Booking giving rise to the claim.
• We are not liable for any indirect, incidental, special, consequential, or punitive damages.
• We are not liable for acts, errors, omissions, representations, or breaches by any Supplier.
• We are not liable for delays, cancellations, overbooking, strikes, force majeure events, or other circumstances beyond our reasonable control.

10.Intellectual property

All content on the Platform, including text, graphics, logos, images, software, and design, is the property of WiseTravel or its licensors and is protected by applicable intellectual property laws. You may not reproduce, distribute, modify, or create derivative works from any content without our prior written consent.

11.Prohibited conduct

You agree not to:

• Use the Service for any unlawful or fraudulent purpose.
• Interfere with or disrupt the Platform’s operation or security.
• Use automated tools to scrape, crawl, or extract data from the Platform.
• Impersonate any person or misrepresent your affiliation with any entity.
• Submit false or misleading information.

12.Third-party links and services

The Platform may contain links to third-party websites or services. We do not control and are not responsible for the content, privacy practices, or availability of those third-party services. Your use of third-party services is at your own risk and subject to their terms.

13.Data protection

Your personal data is processed in accordance with our Privacy Policy, which forms part of these Terms. By using the Service, you acknowledge that you have read and understood our Privacy Policy.

We use analytics and advertising-measurement services (including Google Ads and Google Analytics) to understand how our Service is used and to measure the effectiveness of our advertising. To improve the accuracy of this measurement, a limited set of identifiers — such as a hashed, irreversible form of your email address or phone number — may be shared with these providers. Further detail, including how to manage your preferences, is set out in our Privacy Policy.

14.Modifications to terms

We reserve the right to update these Terms at any time. Changes will be posted on this page with an updated "Last updated" date. Your continued use of the Service after any changes constitutes acceptance of the revised Terms. We encourage you to review this page periodically.

15.Governing law and dispute resolution

These Terms are governed by and construed in accordance with the laws of the Hong Kong Special Administrative Region. Any dispute arising out of or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of Hong Kong SAR.

For customers in the European Economic Area (EEA) or the United Kingdom, nothing in these Terms affects your statutory rights under applicable consumer protection legislation.

16.Severability

If any provision of these Terms is held to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

17.Contact us

If you have any questions about these Terms, please contact us:

• Email: [email protected]
• Company: WiseTravel Technology Limited
• Hong Kong office: Room A, 7/F, 721 Star House, 3 Salisbury Road, Tsim Sha Tsui, Hong Kong
• UK office: Unit A, 82 James Carter Road, Mildenhall, IP28 7DE, United Kingdom