Terms & conditions

Who you are contracting with

GoTour & Travels Ltd. ("we", "us") is a travel agency registered in Lagos, Nigeria. We act as an agent in arranging air travel. We are not an airline and we do not operate flights.

Your contract of carriage — the agreement covering the flight itself, delays, cancellation and baggage liability — is with the operating airline, on that airline’s conditions of carriage.

This means two sets of rules apply to your booking: ours, covering the service we provide in arranging and administering it, and the airline’s, covering the flight. Where the airline’s conditions are stricter, they prevail on matters of carriage.

Prices and payment

Fares are quoted live from airline inventory and are not held until payment is captured. A quote issued by our desk states the date it expires; after that the fare may have moved and we will re-quote, showing you the old and new price before you commit.

The total displayed at payment includes the base fare, taxes, government charges and carrier-imposed fees. It is the amount that will be charged. We do not add fees after the fact.

Payment is captured by our payment gateway. Card details are entered into fields hosted by the gateway and are not received, processed or stored by us.

Confirmation and ticketing

When payment is captured we create a booking record with the airline and your booking status becomes "Confirmed — pending ticketing". Your reservation is held from that point.

The e-ticket is issued separately, usually within one business day. Your booking becomes "Ticketed" and you receive a second confirmation containing the e-ticket number. Until a booking is ticketed it cannot be used for travel.

If payment is captured but the airline booking cannot be created, the booking is escalated to our fulfilment team automatically. We will either complete the booking or refund you in full. We will contact you either way.

Changes, cancellations and refunds

What you may change and what you may recover is set by the fare rules of the ticket you bought. Those rules are shown before you pay and repeated on your booking. Basic fares are neither changeable nor refundable. Standard fares are changeable for a fee. Flex fares are changeable and refundable less a fee.

Because ticketing is performed by our partner agency, change and cancellation requests are submitted through your booking page and actioned by our team rather than applied instantly. We aim to action requests within one business day.

Airline fees, fare differences and taxes recoverable on a cancellation are determined by the airline. Our service fee for administering a change or cancellation is disclosed before you confirm the request.

Your responsibilities

You must give passenger names exactly as they appear on the travel document being used. Airlines refuse carriage on mismatched names, and corrections may not be possible.

You are responsible for holding valid travel documents, visas and any health documentation your destination requires. We may warn you where we can — for example when a passport expiry falls close to your travel date — but we cannot verify your eligibility to enter a country, and we are not liable for refused entry or denied boarding on those grounds.

You must arrive for check-in within the time the airline specifies. Missed departures are governed by the airline’s no-show rules.

Liability

We are liable for our own failure to perform the agency service with reasonable care — for example failing to submit a booking we were paid for. We are not liable for the acts or omissions of an airline, including delay, cancellation, schedule change, denied boarding, or loss of or damage to baggage. Those claims lie against the carrier under its conditions of carriage and the applicable international convention.

Nothing in these terms limits liability that cannot be limited under Nigerian law.

Governing law

These terms are governed by the laws of the Federal Republic of Nigeria, and the courts of Lagos State have jurisdiction over any dispute arising from them.