SEVEN CLOUDS TRAVEL & TOURISM LLC

Terms and Conditions of Use, Booking Terms and Supplier Agreement

Last Updated: July 2026. Document Version: 5.0.

Seven Clouds Travel & Tourism LLC (DED Licence No. 930721) ("Seven Clouds", "Company", "We", "Us" or "Our"). These Terms govern access to and use of the Corporate Website (www.sevencloudstravel.com), Cloudsscanner.com where applicable, enquiries, quotations, manual or agent-assisted reservations, booking instructions provided via email, telephone, WhatsApp or other messaging platforms, issuance of tickets, vouchers, PNRs or similar confirmation records, and the supply, facilitation or procurement of travel-related services. By instructing Seven Clouds to proceed with a reservation, submitting Passenger information, authorising ticketing, making any payment, clicking an acceptance mechanism or otherwise authorising a booking instruction, You acknowledge and agree to be bound by these Terms. Capitalised terms used but not defined in a specific clause shall bear the meanings set out in Clause 2 (Definitions).

Part 1 — Definitions

For the purposes of these Terms the following definitions apply:

"Booking" means any reservation, ticket, voucher, order or travel arrangement requested by the Customer and arranged or facilitated by Seven Clouds.
"Booking Confirmation" means a written confirmation, ticket number, voucher, Passenger Name Record (PNR) or other definitive booking record issued by Seven Clouds or the applicable Supplier.
"Cloudi" means any artificial intelligence agent, conversational assistant, recommendation system or automated itinerary tool made available by Seven Clouds.
"Company Service Fee" means any administrative, handling, booking, amendment, cancellation or refund facilitation fee charged by Seven Clouds (including the AED 150 per Passenger administrative fee where applicable).
"Customer" means the person making the Booking and, where applicable, any Passenger on whose behalf the Booking is made.
"Passenger" means any traveller named or intended to be named in a Booking.
"Supplier" or "Travel Service Provider" means any independent airline, hotel, tour operator, transfer provider, insurer, visa processor, consolidator, GDS provider, bedbank, wholesaler, API provider, payment processor or other independent third party involved in supplying or facilitating a travel product or service.
"Supplier Fare Rules" means the fare, rate, cancellation, refund, amendment, no-show, baggage and other contractual rules imposed by a Supplier.
"Supplier‑Caused Event" means an act, omission, delay, failure or disruption attributable to a Supplier or other third party outside Seven Clouds’ reasonable operational control.
"Working day(s)" means a day other than a Friday or Saturday or a public holiday in the Emirate of Dubai.

Part 2 — Part A: Website Terms

1. Application and Scope

1.1 The Corporate Website is primarily informational and promotional. Unless expressly stated otherwise, content on the Corporate Website (including search results, estimates, indicative fares, example itineraries and promotional material) constitutes an invitation to transact only and does not constitute a confirmed Booking. All such content remains subject to Supplier availability, Supplier Fare Rules and the Booking Terms set out in Part B.

2. Intellectual Property, Acceptable Use and Access Restrictions

2.1 All rights, title and interest in and to the Corporate Website, Cloudi outputs, content, graphics, software, trademarks and trade names are the property of Seven Clouds or its licensors. No licence is granted except as expressly provided herein.

2.2 Users must not copy, reproduce, alter, distribute, reverse-engineer, scrape or create derivative works from the Website or any portion thereof without prior written consent. Seven Clouds reserves the right to suspend or terminate access where misuse, fraud or unauthorised activity is suspected.

3. Disclaimers and Limitation of Website Liability

3.1 The Corporate Website and all automated outputs, including Cloudi, are provided "as is" and "as available". To the maximum extent permitted by mandatory applicable law, Seven Clouds disclaims all warranties, express or implied, including but not limited to warranties of merchantability, fitness for a particular purpose, accuracy, completeness or non-infringement.

3.2 Cloudi and other automated tools provide informational output only. Cloudi outputs do not constitute binding Supplier representations, confirmed Bookings, legal or immigration advice, or guarantees of accuracy.

3.3 Under no circumstances shall Seven Clouds be liable for indirect, incidental, special, consequential or punitive damages arising out of access to or use of the Corporate Website or reliance upon Cloudi outputs, except where mandatory applicable law provides otherwise.

Part 3 — Part B: Booking Terms for Customers

4. Seven Clouds’ Role and Supplier Relationships

4.1 Unless Seven Clouds expressly confirms in writing that it is the principal supplier of a particular travel service, Seven Clouds acts as an independent travel intermediary and booking facilitator.

4.2 Where a travel service is supplied by a Supplier, the Customer enters into a contract with the Supplier and becomes subject to the Supplier Fare Rules, conditions of carriage and booking conditions in addition to these Terms.

4.3 Seven Clouds does not assume operational control of Supplier services except where expressly agreed in writing or required by mandatory law.

5. Booking Formation and Confirmation

5.1 A Booking is formed only when a Booking Confirmation, ticket number or PNR is issued and confirmed in the applicable Supplier’s system. Until issuance, any quote, itinerary, draft voucher, agent message or Cloudi output remains an invitation to transact.

5.2 Instructions given to Seven Clouds’ authorised agents via telephone, email, WhatsApp or other messaging platforms shall constitute binding Customer authorisations for purposes of acting on a Booking instruction, provided that the instruction is given by a person with authority to make the Booking. Seven Clouds may, at its election, require additional verification prior to issuance.

6. Pricing, Quotations and Error Correction

6.1 All prices and quotations provided by Seven Clouds or its agents are indicative only and remain subject to Supplier availability, Supplier Fare Rules and final verification at time of ticketing, voucher issuance or Supplier confirmation.

6.2 In the absence of live pricing on the Corporate Website, Supplier confirmation and issuance (ticket number, voucher or PNR) determines the applicable price. If a Supplier confirms issuance at a higher price than previously quoted by an agent, the Customer shall pay the Supplier-confirmed price.

6.3 Where a quotation contains an obvious typographical or clerical error (for example manifestly incorrect currency, decimal placement or unit error), Seven Clouds may cancel the quotation and offer corrected pricing. If the corrected price is unacceptable, Seven Clouds may treat the Customer’s instruction as a cancellation by the Customer, subject to Supplier Fare Rules and Company Service Fees.

7. Customer Verification Duty; Review Notice

7.1 It is the Customer’s sole responsibility to verify all Booking particulars prior to authorising issuance. This includes passenger names and spelling, title, gender where required, dates of birth, passport numbers and expiry dates, nationality, travel dates, origin and destination, transit points, flight numbers and timings, hotel name and room category, baggage allowance, ancillary selections and the complete itinerary.

7.2 The Customer must review and confirm Booking details prior to payment or issuance. Once a ticket number or PNR has been issued and confirmed in the Supplier’s system, any correction required due to Customer-provided inaccurate information will be subject to Supplier penalties, fare differences, taxes and Company Service Fees.

8. Payments, Fraud, Chargebacks and Third‑Party Payments

8.1 A Booking may be conditional upon receipt of cleared funds. Submission of a payment instruction does not guarantee confirmation where Supplier inventory or pricing changes before issuance. Seven Clouds may require identity, cardholder, bank account or transaction verification for anti‑fraud, regulatory or compliance purposes and may suspend fulfilment while a legitimate payment concern is investigated.

8.2 Where a third party pays for a Booking, the payer represents and warrants that it is authorised to make the payment and Seven Clouds may require evidence of payment authority.

8.3 If a Customer initiates a chargeback or payment dispute, Seven Clouds reserves the right to provide relevant records to payment processors and banks. False allegations of unauthorised transactions may expose the Customer to legal liability and indemnification obligations under Clause 12.

9. Cancellations, Amendments, No‑Shows and Company Service Fees

9.1 Cancellations, amendments, reissue, rerouting and no‑show matters are governed by the applicable Supplier Fare Rules and booking conditions. Seven Clouds cannot override Supplier non‑refundable or non‑changeable conditions unless the Supplier expressly agrees.

9.2 In addition to Supplier charges, Seven Clouds shall be entitled to charge Company Service Fees. Unless otherwise agreed in writing, a Company administrative fee of AED 150 per Passenger (adult, child or infant) shall apply for refund processing, amendment facilitation or cancellation administration performed by Seven Clouds, subject to mandatory applicable law.

9.3 No‑show by a Passenger may result in partial or complete forfeiture of the Booking value in accordance with Supplier rules. For multi‑sector itineraries, failure to use one flight sector may result in cancellation of remaining sectors by an airline.

10. Refund Processing Policy and Timeframes

10.1 Refund eligibility shall be determined by mandatory applicable law, the Supplier Fare Rules, booking‑specific conditions and the commercial circumstances of the cancellation or disruption. Non‑refundable Bookings have no refund value and Customers must confirm refund eligibility with the agent at time of booking.

10.2 Where a refund is authorised by the Supplier, Seven Clouds will process refunds in accordance with Supplier authorisation and internal reconciliation procedures. Typical refund processing timeframes from Supplier authorisation through Seven Clouds’ internal process range between 45 and 65 working days, although Supplier‑initiated immediate refunds may occur in certain cases. The Customer acknowledges and accepts these timeframes and that actual receipt depends on payment‑provider and banking settlement cycles.

10.3 Seven Clouds shall not be required to advance its own funds to satisfy a Supplier’s refund obligation except where mandatory applicable law requires otherwise or where Seven Clouds’ own proven breach creates an independent refund liability.

10.4 Where a Supplier issues non‑cash refunds (voucher, credit shell, EMD or similar), Seven Clouds is not obligated to convert such instruments into cash unless required by law or expressly agreed in writing.

11. Complaints, Investigations and Resolution Timelines

11.1 A Customer alleging a booking, payment or administrative error must notify Seven Clouds promptly by email to admin@sevencloudstravel.com and provide Customer name, Booking reference or PNR, relevant travel date, a description of the complaint and supporting documentation where reasonably available.

11.2 Seven Clouds will acknowledge receipt of a complaint and commence a reasonable investigation. Resolution or a substantive response may take between ten (10) and fifteen (15) working days, or longer depending on the nature of the complaint, involvement of Suppliers, payment or banking investigations, regulatory inquiries or other third‑party procedures. Where further time is necessary, Seven Clouds will notify the Customer of anticipated additional timeframes and reasons for delay.

12. Indemnity

12.1 The Customer shall indemnify, defend and hold harmless Seven Clouds and its officers, directors, employees and agents from and against any and all claims, liabilities, losses, damages, costs and expenses (including reasonable legal fees) arising out of or in connection with: (a) fraudulent, misleading, incorrect or incomplete Passenger or payment information supplied by the Customer; (b) the Customer’s breach of these Terms; (c) the Customer’s negligent or wilful acts or omissions; or (d) any third‑party claim arising from the Customer’s use of the Services, except to the extent the loss arises from Seven Clouds’ own proven negligence or wilful misconduct.

13. Account Suspension and Service Refusal

13.1 Seven Clouds reserves the right to refuse, suspend or terminate provision of non‑essential services or access to booking channels where a Customer engages in unlawful, abusive, threatening, fraudulent or materially abusive conduct, or where Seven Clouds reasonably suspects payment fraud, chargeback abuse or identity theft.

13.2 Where suspension or refusal occurs, Seven Clouds may take such further action as necessary to protect its legal rights, including civil or criminal proceedings where appropriate.

14. Artificial Intelligence, Cloudi and Automated Tools

14.1 Cloudi and other automated tools are provided for informational assistance only. Seven Clouds does not warrant the accuracy, completeness or suitability of Cloudi outputs.

14.2 The Customer accepts that Cloudi may generate inaccurate, incomplete or outdated information. Seven Clouds shall not be liable for losses arising from reliance on Cloudi outputs except to the extent such loss is caused by Seven Clouds’ proven wilful misconduct or gross negligence.

14.3 Cloudi outputs shall not constitute a Booking, confirmed price, visa or immigration advice, legal advice or a promise capable of creating liability for Seven Clouds unless expressly incorporated into a written Booking Confirmation issued by Seven Clouds or the Supplier.

Part 4 — Part C: Supplier Agreement for Vendors and Partners

15. Applicability and Supplier Relationship

15.1 Where Seven Clouds facilitates or sells travel services supplied by a Supplier, these Terms govern Seven Clouds’ intermediary relationship with the Supplier to the extent expressly agreed. Suppliers remain independently responsible for the performance of their services, the accuracy of descriptions, fares, inventory allocation and fulfilment obligations under their own contractual terms with Customers or Seven Clouds.

15.2 Suppliers acknowledge that Seven Clouds acts as an intermediary and agrees that any promises or representations made to Customers via Seven Clouds’ agents shall be consistent with Seven Clouds’ applicable policies and Supplier contractual commitments.

16. Supplier Warranties and Performance Standards

16.1 Each Supplier warrants to Seven Clouds that it holds all necessary licences and consents to provide the agreed services, that the service descriptions and rates provided to Seven Clouds are accurate to the Supplier’s knowledge, and that the Supplier will perform services with reasonable skill and care in accordance with applicable law and industry standards.

16.2 Suppliers shall indemnify Seven Clouds for losses arising from Supplier breach, negligent performance, misdescription, failure to provide services or credit/refund mishandling, to the extent such losses are caused by the Supplier’s acts or omissions.

17. Refunds, Remittance and Reconciliation

17.1 Where Seven Clouds has remitted funds to a Supplier, Seven Clouds’ ability to process refunds shall be dependent upon receipt and reconciliation of Supplier‑authorised refunds. Seven Clouds is not required to advance its own funds to finance a Supplier’s refund obligation except where mandatory applicable law requires otherwise or as otherwise agreed in writing.

17.2 Suppliers shall cooperate with Seven Clouds in refund investigations and provide timely authorisation and confirmation of refund amounts when requested.

18. Agent Conduct and Alignment with Terms

18.1 Suppliers accept that Seven Clouds’ agents act on behalf of Seven Clouds for booking facilitation. Verbal statements by agents shall not override these Terms and any binding commitment must be issued as a written Booking Confirmation.

18.2 Suppliers shall not hold Seven Clouds liable for unauthorised agent statements and shall cooperate to rectify any agent error in accordance with Supplier Fare Rules and these Terms.

Part 5 — General Provisions

19. Data Protection and Privacy

19.1 Seven Clouds processes personal data in accordance with its Privacy Policy and applicable UAE data protection laws, including Federal Decree‑Law No. 45 of 2021 and related legislation. Travel bookings may require transmission of passport details, dates of birth and other personal data to Suppliers, payment providers, insurers, visa processors and governmental authorities. Customers should review Seven Clouds’ Privacy Policy for further details.

20. Force Majeure

20.1 Seven Clouds shall not be liable for failure or delay in performance to the extent caused by events beyond its reasonable control including acts of God, severe weather, epidemics or pandemics, war, terrorism, civil disorder, government action, strikes, Supplier insolvency, GDS/API/BSP failure, cyberattack or other disruptions. Affected obligations shall be suspended to the extent reasonably necessary.

21. Limitation and Allocation of Liability

21.1 Nothing in these Terms excludes or limits liability to the extent such exclusion or limitation is unlawful under mandatory applicable law.

21.2 Subject to Clause 21.1, Seven Clouds shall not be liable for indirect, incidental, special or consequential losses, including loss of profit or business opportunity, except where caused by Seven Clouds’ proven wilful misconduct or gross negligence.

21.3 Where loss arises exclusively from a Supplier’s acts or omissions, Seven Clouds’ liability is limited as set out in these Terms and the relevant Supplier Fare Rules.

22. Severability, No Waiver and Entire Agreement

22.1 If any provision of these Terms is found to be invalid or unenforceable by a competent authority, such provision shall be severed or reinterpreted to the minimum extent necessary and the remaining provisions shall remain in force. Failure by Seven Clouds to enforce any right on one occasion does not constitute a waiver of that right. These Terms constitute the entire agreement between the parties with respect to their subject matter and supersede prior agreements, representations and understandings, except to the extent a separate Supplier agreement or booking‑specific written conditions expressly apply.

23. Governing Law and Jurisdiction

23.1 These Terms and any non‑contractual obligations arising from them shall be governed by the federal laws of the United Arab Emirates and the laws of the Emirate of Dubai. Subject to mandatory consumer‑protection or regulatory procedures, disputes arising under these Terms shall be submitted to the competent courts of Dubai, United Arab Emirates.

24. Electronic Records and Notices

24.1 To the extent permitted by applicable law, electronic records including email, WhatsApp messages, system logs and digital acceptance records may constitute admissible evidence and binding booking authorisations.

24.2 Formal notices should be sent to: Seven Clouds Travel & Tourism LLC, Dubai, United Arab Emirates. Administrative email: admin@sevencloudstravel.com. Routine operational enquiries should be submitted via designated customer service channels.

25. Acknowledgement

25.1 By providing clear authorisation to proceed with a Booking after being given access to these Terms, submitting Passenger details for booking purposes, authorising ticket issuance or making payment, the Customer acknowledges that: (a) they have had an opportunity to review these Terms; (b) Seven Clouds acts as an intermediary; (c) Supplier Fare Rules may apply; (d) pricing is subject to Supplier confirmation until issuance; (e) WhatsApp or similar messages may constitute binding instructions where provided by an authorised person; and (f) Customers must verify Passenger and itinerary details prior to issuance.