OnArrival Travel - Terms & Conditions

Document Version: v3.0 — COMPREHENSIVE LEGAL FRAMEWORK
Last Updated: May 26, 2025
Effective Date: June 1, 2025
Regulatory Compliance: Indian Contract Act 1872, Consumer Protection Act 2019, IT Act 2000, International Commercial Law

1. Agreement Formation and Legal Framework

1.1 API-First Platform Agreement

These Terms & Conditions ("Terms," "Agreement," "Terms of Service," or "Contract") constitute a legally binding agreement between you and OnArrival Travel Tech Pvt. Ltd., a company incorporated under the Companies Act 2013 ("OnArrival," "Company," "we," "our," or "us").

OnArrival Platform Overview: OnArrival operates an API-first, modular travel technology platform that aggregates flights, hotels, activities, insurance, visa information, and ancillary services. Our platform is offered through:

Cloud-hosted SaaS: Multi-tenant architecture with global deployment
On-Premise/VPC Deployments: Enterprise-grade installations for data residency requirements
White-label Solutions: Fully-branded web and mobile micro-frontends ("micro-apps")
BYOS Integration: "Bring Your Own Supplier" capability for proprietary GDS/NDC or hotel sources

Target Customer Segments:

Fintechs & Banks: Embedding travel services into loyalty applications and customer portals
OTAs/TMCs/Marketplaces: Requiring accelerated go-to-market capabilities and technology infrastructure
Enterprises: Building in-house booking portals and employee travel management systems

Business Model and Merchant Role:

Revenue Structure: Usage-based API fees + per-PNR/transaction fees + setup/maintenance for on-premise installations
Merchant Clarification: OnArrival acts as intermediary and technology provider, not merchant of record in most jurisdictions
Payment Flow: Payments typically flow directly to suppliers or via Payment Service Providers (PSP)
Technology Focus: Platform orchestration, integration layer, and travel technology infrastructure

1.2 Electronic Agreement Validity

Digital Acceptance Methods:

Account registration and profile creation
Clicking "I Accept," "I Agree," or similar affirmative buttons
API key generation or SDK integration
Completing any booking or payment transaction
Continued use of Services after Terms modification notification

Legal Validity Framework:

Information Technology Act 2000 (India): Electronic agreements recognized as legally valid
Electronic Commerce Protection: Equivalent validity to written agreements
Audit Trail: Complete record of acceptance maintained for legal compliance
Authentication: Multi-factor verification for high-value transactions
Non-Repudiation: Cryptographic evidence of agreement acceptance

1.3 Agreement Hierarchy and Service-Specific Terms

Document Precedence Order:

Service-Specific Annexes:
- Flight Services Annex: Airline-specific terms, IATA regulations, and carrier liability limitations
- Hotel Services Annex: Accommodation provider terms, property-specific policies, and hospitality industry standards
- Insurance Services Annex: Underwriter-specific clauses, coverage limitations, and claims procedures
- Developer Platform Annex: API/SDK licensing terms, rate limits, SLA commitments, and technical requirements
Enterprise Master Service Agreement (MSA): For on-premise and VPC deployments
Data Processing Addendum (DPA): EU SCCs and India DPDP Schedule compliance
These General Terms: Primary terms governing platform usage
Privacy Policy: Data protection and privacy provisions

Integration Requirements: These Terms work in conjunction with:

Cookie Policy: Consent management and tracking technology disclosures
Developer Agreement: Comprehensive API/SDK licensing and technical terms
BYOS Integration Agreements: Supplier-specific terms for client-controlled inventory sources
On-Premise Deployment Terms: Infrastructure-specific responsibilities and limitations

2. Comprehensive Definitions and Legal Interpretation

2.1 Service and Platform Definitions

"Services" encompasses the OnArrival B2B2C platform ecosystem:

Platform Technology: Core travel technology infrastructure and APIs
Business Partner Solutions: White-label platforms, SDK integrations, and custom solutions
Developer Tools: APIs, SDKs, webhooks, documentation, and sandbox environments
End Consumer Services: Travel booking and management services delivered through Partner platforms
Support Services: Technical support, account management, and professional services
Analytics and Reporting: Business intelligence and platform performance analytics

"Platform" refers to OnArrival's technology infrastructure:

API Gateway: RESTful APIs for travel content, booking, and payment processing
Microservices Architecture: Distributed systems supporting multi-tenant operations
White-Label Solutions: Customizable travel platforms for Partner branding
Integration Layer: Connections to global travel suppliers and payment processors
Analytics Engine: Data processing and business intelligence capabilities
Security Infrastructure: Authentication, authorization, and threat protection systems

2.2 Commercial Relationship Definitions

"User Categories" in B2B2C Context:

Business Partners: Companies using OnArrival's platform technology to serve their customers
- Travel agencies and tour operators
- Fintech companies offering travel services
- Corporate travel management companies
- E-commerce platforms with travel offerings
Developers: Technical personnel integrating OnArrival APIs and SDKs
End Consumers: Travelers using services through Partner platforms
Platform Administrators: OnArrival personnel managing platform operations

"Business Partnership Types":

White-Label Partners: Companies using OnArrival's complete travel platform under their brand
API Partners: Businesses integrating specific OnArrival APIs into their existing platforms
Embedded Partners: Companies embedding OnArrival widgets or modules in their applications
Reseller Partners: Authorized resellers of OnArrival platform technology
Technology Partners: Third-party service providers integrated into the OnArrival ecosystem

"Booking" means any confirmed reservation or service request:

Flight Reservations: Domestic and international airline tickets
Accommodation Bookings: Hotels, serviced apartments, and alternative lodging
Ground Transportation: Car rentals, transfers, and ride-sharing services
Travel Protection: Insurance policies, cancellation coverage, and assistance services
Experiential Services: Tours, activities, and destination experiences

"Suppliers" are third-party service providers:

Airlines: Scheduled and charter airline operators
Hotels: Accommodation providers and hospitality groups
Ground Providers: Car rental companies and transportation services
Insurance Companies: Travel insurance underwriters and assistance providers
Activity Operators: Tour companies and experience providers

2.3 Technical and Legal Terminology

"Content" includes all information and materials:

Proprietary Content: OnArrival-owned text, images, software, and designs
Supplier Content: Third-party provider information, images, and descriptions
User-Generated Content: Reviews, ratings, photos, and user submissions
Dynamic Content: Real-time pricing, availability, and inventory data

"Intellectual Property" encompasses:

Trademarks: OnArrival brand, logos, and service marks
Copyrights: Software code, documentation, and creative works
Trade Secrets: Proprietary algorithms, business processes, and methodologies
Patents: Technological innovations and process improvements

"Confidential Information" means:

Technical Information: API specifications, system architecture, and security protocols
Business Information: Pricing strategies, partnership agreements, and financial data
User Information: Personal data, usage patterns, and behavioral analytics
Strategic Information: Business plans, market research, and competitive analysis

3. Detailed Eligibility and Capacity Requirements

3.1 Legal Capacity and Age Requirements

Individual Users:

Minimum Age: 18 years with full legal capacity to contract
Age Verification: Government-issued ID verification for account creation
Minor Provisions: Users 16-18 years require verifiable parental/guardian consent
Capacity Assessment: Mental capacity and legal authority to enter binding agreements
Guardianship: Special provisions for users under legal guardianship

Corporate and Business Users:

Business Registration: Valid business registration and tax identification
Authorized Representatives: Verified authority to bind organization to Terms
Financial Standing: Adequate financial capacity for anticipated Service usage
Compliance Standing: Good standing with regulatory authorities and licensing bodies
Insurance Requirements: Adequate liability insurance for commercial operations

3.2 Business Partner Requirements

Partner Eligibility Criteria:

Business Registration: Valid business registration and good standing with relevant authorities
Industry Licensing: Appropriate travel industry licenses where required by jurisdiction
Financial Stability: Demonstrated financial capacity for anticipated platform usage
Technical Capability: Adequate technical resources for platform integration and management
Compliance Standing: Good standing with regulatory authorities and industry bodies

Partner Categories and Requirements:

Travel Industry Partners:

Travel Agencies: Valid IATA/non-IATA travel agent licenses
Tour Operators: Appropriate tour operator licenses and bonding
Corporate Travel: GBTA membership or equivalent industry credentials
Insurance Requirements: Professional indemnity and liability coverage
Industry Standards: Adherence to industry codes of conduct

Technology and Fintech Partners:

Technology Companies: Proven technical competency and development capabilities
Fintech Platforms: Appropriate financial services licenses and regulatory compliance
E-commerce Companies: Established online business with customer service capabilities
Regulatory Compliance: Adherence to applicable technology and financial regulations
Security Standards: Implementation of appropriate cybersecurity measures

Geographic and Regulatory Compliance:

Jurisdictional Authorization: Legal authority to operate in intended markets
Regulatory Compliance: Adherence to local travel and consumer protection laws
Tax Compliance: Good standing with tax authorities and appropriate registrations
Data Protection: Compliance with applicable data protection and privacy laws
Consumer Protection: Adherence to consumer protection regulations and standards

3.3 Professional and Commercial Standards

Travel Industry Professionals:

Licensing Requirements: Valid travel agent or tour operator licenses where required
Professional Standards: Adherence to industry codes of conduct and ethics
Insurance Coverage: Professional indemnity and liability insurance
Regulatory Compliance: Compliance with consumer protection and travel industry regulations

Developers and Technical Users:

Technical Competence: Adequate technical skills for safe Service integration
Security Standards: Implementation of appropriate security measures and protocols
API Usage: Compliance with API documentation, rate limits, and usage guidelines
Data Protection: Adherence to data protection laws and OnArrival's privacy requirements

4. Comprehensive Account Management Framework

4.1 Account Registration and Verification

Registration Process:

Identity Verification: Multi-factor authentication with document verification
Contact Verification: Email and phone number validation
Address Verification: Billing address confirmation for payment security
Business Verification: Additional documentation for corporate accounts
Risk Assessment: Automated and manual fraud prevention screening

Account Information Requirements:

Personal Details: Full legal name, date of birth, nationality, and contact information
Travel Profile: Passport details, visa information, and travel preferences
Payment Information: Verified payment methods with security validation
Emergency Contacts: Emergency contact information for travel safety
Communication Preferences: Marketing and notification preferences

4.2 Account Security and Protection

Security Measures:

Strong Authentication: Multi-factor authentication with biometric options
Password Security: Complex password requirements with regular update prompts
Session Management: Automatic timeout and concurrent session monitoring
Device Recognition: Trusted device registration and anomaly detection
Access Monitoring: Comprehensive logging and suspicious activity alerts

User Security Responsibilities:

Credential Protection: Secure storage and confidentiality of login credentials
Account Monitoring: Regular review of account activity and transactions
Incident Reporting: Immediate notification of suspected unauthorized access
Software Updates: Maintenance of current device security and software updates
Public Network Caution: Appropriate security measures when using public networks

4.3 Account Monitoring and Compliance

Automated Monitoring:

Fraud Detection: Real-time transaction and behavioral analysis
Compliance Screening: Ongoing sanctions and PEP list screening
Usage Monitoring: API rate limiting and abuse detection
Security Scanning: Continuous security posture assessment
Performance Monitoring: Service usage patterns and optimization opportunities

Manual Review Triggers:

High-Value Transactions: Manual review for large or unusual bookings
Risk Indicators: Suspicious patterns or behaviors requiring investigation
Compliance Flags: Potential regulatory or legal compliance issues
Customer Complaints: Account review following complaint investigations
Security Incidents: Enhanced monitoring following security events

4.4 Account Suspension and Termination

Suspension Grounds:

Terms Violation: Breach of any provision of these Terms
Fraudulent Activity: Suspected or confirmed fraudulent transactions or behavior
Security Threats: Account compromise or security risk indicators
Legal Requirements: Compliance with law enforcement or regulatory orders
Payment Issues: Non-payment, chargebacks, or payment disputes

Termination Procedures:

Notice Period: Advance notice where legally permissible and practically feasible
Data Retention: Continued data storage per legal requirements and Privacy Policy
Service Completion: Fulfillment of existing bookings and contractual obligations
Refund Processing: Appropriate refunds per cancellation policies and legal requirements
Appeal Process: Formal procedures for challenging suspension or termination decisions

5. Detailed Service Scope and Functionality

5.1 Core Platform Technology Services

API and Integration Infrastructure:

Travel Content APIs: Real-time access to flights, hotels, and travel inventory from global suppliers
Booking Management APIs: Complete booking lifecycle management from search to post-trip services
Payment Processing APIs: Secure, PCI-compliant payment processing with multiple gateway options
User Management APIs: Customer profile, authentication, and preference management capabilities
Analytics APIs: Real-time reporting and business intelligence data access

White-Label Platform Solutions:

Complete Travel Platforms: Fully-featured travel booking platforms under Partner branding
Customizable UI/UX: Flexible design system accommodating Partner brand requirements
Multi-Tenant Architecture: Isolated Partner environments with shared infrastructure efficiency
Mobile-Responsive Design: Cross-device compatibility with progressive web app capabilities
Content Management: Partner control over content, policies, and customer communications

Developer Platform and Tools:

Comprehensive Documentation: API references, integration guides, and best practice documentation
SDK Libraries: Native SDKs for popular programming languages and frameworks
Sandbox Environment: Complete testing environment with realistic data and scenarios
Webhook Integration: Real-time event notifications for booking changes and system updates
Rate Limiting and Monitoring: Fair usage policies with real-time usage monitoring and alerts

5.2 Business Partner Support Services

Onboarding and Implementation:

Technical Integration Support: Dedicated integration specialists and technical account managers
Custom Configuration: Platform customization to match Partner business requirements
Testing and Certification: Comprehensive testing protocols and go-live certification
Training Programs: Platform training for Partner technical and business teams
Launch Support: Dedicated support during platform launch and initial operations

Ongoing Business Support:

Account Management: Dedicated account managers for strategic Partner relationships
Technical Support: Multi-tier technical support with SLA commitments
Business Consulting: Travel industry expertise and optimization recommendations
Marketing Support: Co-marketing opportunities and promotional campaign support
Performance Analytics: Regular business reviews and performance optimization insights

End Consumer Service Delivery:

Travel Booking Processing: Complete booking fulfillment for Partner customers
Customer Support: White-label customer support services under Partner branding
Payment Processing: Secure payment handling with multiple currency and method support
Disruption Management: Proactive travel disruption handling and rebooking services
Emergency Assistance: 24/7 emergency travel support for Partner customers

5.3 Platform Analytics and Business Intelligence

Partner Performance Analytics:

Revenue Analytics: Comprehensive revenue reporting and trend analysis
Customer Behavior: User journey analysis and conversion optimization insights
Market Intelligence: Competitive analysis and market opportunity identification
Operational Metrics: Platform performance, API usage, and system health monitoring
Custom Reporting: Tailored reports and dashboards for specific Partner requirements

Travel Industry Intelligence:

Market Trends: Real-time travel market analysis and demand forecasting
Pricing Intelligence: Dynamic pricing recommendations and market positioning insights
Supplier Performance: Comprehensive supplier metrics and relationship optimization
Fraud Prevention: Advanced fraud detection and prevention analytics
Regulatory Compliance: Automated compliance monitoring and reporting

5.2 Technology Platform Services

API and Integration Solutions:

RESTful APIs: Modern, standards-compliant API architecture with comprehensive documentation
SDK Support: Native SDKs for major programming languages and frameworks
Webhook Integration: Real-time event notifications and data synchronization
Sandbox Environment: Complete testing environment with sample data and scenarios
Rate Limiting: Fair usage policies with scalable rate limits based on service tier

White-Label and Embedding Solutions:

Customizable Interface: Brand customization with full UI/UX control
Responsive Design: Mobile-first design with cross-device compatibility
SSO Integration: Enterprise single sign-on with SAML, OAuth, and OpenID Connect
Custom Workflows: Configurable business logic and approval workflows
Analytics Integration: Custom reporting and business intelligence capabilities

Enterprise Platform Features:

Corporate Policies: Travel policy enforcement with pre-trip approval workflows
Expense Integration: Seamless integration with major expense management platforms
Reporting and Analytics: Comprehensive travel spend analysis and optimization insights
Duty of Care: Traveler tracking and emergency communication capabilities
Budget Management: Real-time budget tracking with overspend alerts and controls

5.3 Value-Added Services

Travel Management Services:

Itinerary Organization: Comprehensive trip planning and document management
Travel Alerts: Proactive notifications for flight changes, weather, and travel advisories
Document Services: Visa assistance, passport renewal support, and documentation verification
Insurance Services: Comprehensive travel insurance options with claims support
Concierge Services: Premium assistance for restaurant reservations, event tickets, and local arrangements

Business Intelligence and Analytics:

Travel Analytics: Detailed reporting on travel patterns, spend analysis, and optimization opportunities
Predictive Insights: Machine learning-powered recommendations for cost savings and policy compliance
Benchmarking: Industry comparisons and best practice recommendations
Custom Reporting: Tailored reports and dashboards for specific business requirements
Data Export: Complete data portability with standard and custom export formats

6. Enhanced Booking Terms and Conditions

6.1 Platform Booking Process and Partner Responsibilities

B2B2C Booking Flow:

Partner Integration: Partners integrate OnArrival APIs to offer travel services to their customers
End Consumer Interaction: Travelers interact with Partner-branded platforms powered by OnArrival
Booking Processing: OnArrival processes bookings on behalf of Partners while maintaining Partner branding
Service Delivery: Travel services delivered to end consumers under Partner's customer relationship
Support Framework: Tiered support with Partners handling first-line customer service

Partner Booking Responsibilities:

Customer Relationship: Partners maintain primary customer relationship and communication
Terms Presentation: Partners must present appropriate terms and conditions to end consumers
Privacy Compliance: Partners responsible for appropriate privacy notices and consent management
Payment Collection: Partners collect payments from customers (OnArrival provides payment processing infrastructure)
Customer Support: Partners provide first-line customer support with OnArrival escalation support

OnArrival Platform Responsibilities:

Technology Infrastructure: Reliable platform technology and API availability
Supplier Integration: Maintaining connections with travel suppliers and inventory providers
Booking Processing: Secure and accurate booking processing and confirmation
Payment Processing: PCI-compliant payment processing and settlement
Technical Support: Platform technical support and integration assistance

6.2 End Consumer Booking Terms (Through Partner Platforms)

Booking Confirmation and Documentation:

Partner-Branded Confirmations: All confirmations issued under Partner branding
Dual Reference System: OnArrival booking references for technical processing, Partner references for customer communication
Documentation Delivery: Electronic tickets and vouchers delivered through Partner channels
Modification Procedures: Changes processed through Partner interfaces with OnArrival backend processing
Cancellation Handling: Cancellations managed through Partner customer service with OnArrival fulfillment

Traveler Information and Documentation:

Data Collection: Partners collect traveler information through their own interfaces
Document Verification: Partners responsible for ensuring accurate traveler information
Visa and Documentation: Partners advise customers on travel document requirements
Special Requirements: Partners handle special assistance and accommodation requests
Emergency Contacts: Partners maintain emergency contact information and procedures

6.2 Passenger Information and Documentation

Accurate Information Requirements:

Name Matching: Passenger names must exactly match government-issued travel documents
Document Validity: Passports must be valid for required duration (typically 6 months)
Visa Requirements: Passengers responsible for obtaining required visas and permits
Health Requirements: Compliance with destination health and vaccination requirements
Special Needs: Declaration of special assistance requirements and medical conditions

Travel Documentation Support:

Requirement Checking: Automated passport and visa requirement verification
Document Reminders: Proactive notifications for document renewal and visa applications
Visa Services: Partner visa application services with expedited processing options
Health Information: Destination-specific health requirements and recommendations
Travel Advisories: Government travel warnings and safety information

6.3 Special Booking Categories

Group Travel (10+ Passengers):

Group Policies: Special terms and conditions for group bookings
Deposit Requirements: Group-specific payment schedules and deposit policies
Name Changes: Group-specific name change policies and procedures
Coordinator Responsibilities: Group leader responsibilities and liabilities
Group Services: Dedicated group support and specialized services

Corporate Travel:

Policy Compliance: Automated travel policy enforcement and approval workflows
Negotiated Rates: Access to corporate negotiated fares and rates
Expense Integration: Seamless integration with corporate expense management systems
Reporting: Comprehensive travel spend reporting and analytics
Duty of Care: Enhanced traveler tracking and emergency support

Unaccompanied Minors:

Age Restrictions: Airline-specific age requirements and restrictions
Guardian Consent: Required documentation and consent procedures
Special Services: Additional fees and service requirements
Safety Protocols: Enhanced safety and security measures
Communication: Dedicated communication with parents/guardians

7. Comprehensive Pricing and Payment Framework

7.1 Pricing Structure and Transparency

Price Components:

Base Fare/Rate: Supplier's published price for travel services
Taxes and Fees: Government-imposed taxes, fees, and surcharges
Service Fees: OnArrival's service fees and convenience charges
Payment Processing: Credit card and payment method processing fees
Optional Services: Ancillary services, insurance, and add-on products

Dynamic Pricing Factors:

Demand-Based Pricing: Price adjustments based on demand patterns and availability
Seasonal Variations: Peak and off-peak pricing based on travel seasons
Market Conditions: Real-time market factors affecting pricing
Supplier Policies: Airline and hotel revenue management strategies
Promotional Pricing: Limited-time offers and special promotions

Price Matching and Protection:

Price Match Policy: Competitive price matching for identical itineraries
Price Drop Protection: Notification and rebooking options for significant price decreases
Fare Guarantees: Price protection options for qualified bookings
Price Transparency: Clear disclosure of all fees and charges before payment
Currency Conversion: Transparent exchange rates and conversion fee disclosure

7.2 Payment Processing and Settlement Framework

Payment Architecture:

Payment Service Providers: Integration with Stripe, Adyen, PayU, and regional payment processors
Security Standards: 3D Secure 2.0 authentication with PCI DSS SAQ-D v4 compliance
Tokenization: Secure payment tokenization with OnArrival storing only last 4 digits + payment tokens
Multi-Currency Support: Real-time currency conversion with transparent exchange rate disclosure
Settlement Flow: Direct payment flow to suppliers or via PSP (OnArrival not merchant of record in most jurisdictions)

Indian Payment Compliance:

RBI Tokenization Rules: Full compliance with Reserve Bank of India tokenization mandates
UPI Integration: Unified Payments Interface support with real-time settlement
Digital Wallet Support: Integration with Paytm, PhonePe, Google Pay, and other popular wallets
Net Banking: Direct bank integration with major Indian banks
GST Compliance: Automatic GST calculation and invoice generation per Indian tax requirements

International Payment Support:

PSD2 Compliance (EU): Strong Customer Authentication (SCA) with exemption handling
Card Network Compliance: Visa, Mastercard, American Express global acceptance
Regional Methods: Local payment methods for target markets (SEPA, iDEAL, etc.)
Fraud Prevention: Real-time fraud scoring with machine learning-based detection
Chargeback Management: Automated chargeback handling with merchant protection protocols

Enterprise Payment Features:

Corporate Cards: Ghost card integration for corporate travel programs
Credit Terms: Net payment terms for qualified enterprise clients
Multi-Entity Billing: Consolidated billing across multiple corporate entities
Expense Integration: Direct integration with major expense management platforms
Budget Controls: Real-time budget monitoring with overspend alerts and approval workflows payment token storage without exposing card details

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