Terms of Service

These Terms of Service (the "Terms") form a legally binding agreement between you and SALAMOL ECOM SERVICES FZCO, a free-zone company registered at Building A1, Dubai Digital Park, Dubai Silicon Oasis, Dubai, United Arab Emirates and trading under the brand name "EU Travel Concierge" (referred to in these Terms as "we", "us" or "our"). By accessing our website, requesting a quote, purchasing our concierge service, or otherwise engaging with our team, you confirm that you have read, understood and agreed to be bound by these Terms in full. If you do not agree with any part of these Terms, please do not use our service.

1. Who we are and what we do

EU Travel Concierge is an independent private travel consulting service. We help travellers plan trips across the European Union, the Schengen area, the United Kingdom, Switzerland, Norway and Iceland. Our service includes European travel authorisation guidance (ETIAS and Schengen visa support), custom itinerary design, hotel curation, private transfers, guided tours, restaurant reservations and 24/7 in-trip concierge support. We are not affiliated with any government agency, embassy or consulate, and we do not issue visas or travel authorisations ourselves — only the destination government can do that.

2. Eligibility

You must be at least eighteen years old and legally able to enter into binding contracts in your country of residence to purchase our concierge service. When booking travel on behalf of another person, including a minor, you confirm that you have full authority to do so and to share their personal information with us for that purpose.

3. Our service and your responsibilities

When you purchase our concierge service, we agree to review your travel requirements, prepare a personalised European itinerary, guide you through any required travel authorisation or visa process, arrange bookings you have specifically authorised, and provide 24/7 concierge support throughout your trip. You agree to provide accurate, complete and up-to-date information, including correct passport and identity details, to review any application or itinerary carefully before submission or confirmation, and to respond to reasonable requests from your concierge in a timely manner. Any delay or refusal caused by inaccurate information you have supplied is your responsibility.

4. Fees and payment

Our consulting fee is displayed in euros on our checkout page and is charged in full at the time of booking. This fee is entirely separate from any third-party costs such as government ETIAS or visa fees, hotel bookings, flights, private transfers, guided tours and restaurant deposits, which are paid at cost to the relevant provider or authority. All third-party costs will be shown to you transparently and we do not add hidden markups. Payment is processed securely through our third-party payment provider; we do not store your full card details on our own systems.

5. Cancellation and changes

You may cancel our consulting service at any time before we have started work on your file for a full refund of our consulting fee. Once we have begun work on your case, the consulting fee becomes non-refundable in recognition of the time and expertise already committed. Third-party costs (hotels, flights, restaurant deposits, government fees) are subject to the cancellation policies of the respective provider or authority and are refunded only in accordance with those policies.

6. Travel authorisation disclaimer

We make every reasonable effort to ensure that the guidance we provide is accurate and up to date. However, the final decision to approve or deny any travel authorisation, visa or entry to any country rests exclusively with the relevant government authority. We cannot and do not guarantee approval, and we are not liable for any refusal, delay or additional cost that results from a government decision. Where an application is refused, we will do our best to help you understand why and advise on next steps, but we cannot refund government fees already paid on your behalf.

7. Third-party services

When we book hotels, flights, ground transport, tours or restaurants on your behalf, we act as an intermediary between you and the third-party provider. The terms and conditions of each provider apply to those bookings, and we are not responsible for the acts, omissions, delays, cancellations, injury, loss or damage caused by any third-party provider operating independently of us.

8. Travel insurance

We strongly recommend that every traveller purchase comprehensive travel insurance covering medical treatment, trip cancellation, lost luggage and personal liability before departing. We do not sell travel insurance ourselves and cannot be held responsible for costs that would have been covered by an appropriate insurance policy.

9. Limitation of liability

To the maximum extent permitted by law, our total aggregate liability to you for any claim arising out of or in connection with the concierge service is limited to the consulting fee you paid to us for that specific booking. We are not liable for indirect, consequential, incidental, special or punitive damages, or for loss of enjoyment, profits, opportunity or reputation. Nothing in these Terms limits any liability that cannot be limited or excluded under applicable law.

10. Intellectual property

All content on our website, including text, itineraries, images, logos and design, is the property of SALAMOL ECOM SERVICES FZCO or its licensors and is protected by international copyright and trade mark laws. You may use our website and content for personal, non-commercial purposes only; you may not copy, republish or resell any part of our website or personalised itineraries without our prior written consent.

11. Force majeure

We are not liable for any failure or delay in performing our obligations caused by events beyond our reasonable control, including natural disasters, epidemics, government actions, strikes, wars, terrorism, civil unrest, or major disruption to airlines, rail networks or destinations.

12. Governing law and jurisdiction

These Terms are governed by the laws of the United Arab Emirates. Any dispute arising out of or in connection with these Terms shall be submitted to the exclusive jurisdiction of the courts of Dubai, United Arab Emirates, without prejudice to any mandatory consumer-protection rights you may have under the law of your country of residence.

13. Changes to these Terms

We may update these Terms from time to time to reflect changes in our service or in applicable law. The latest version will always be available on our website with an updated effective date; continued use of our service after any such update constitutes acceptance of the revised Terms.

14. Contact

For any questions about these Terms or our concierge service, please contact us at concierge@eutravelandleisure.com or write to us at the address below.