3.1. The Customer has the right to:

• Submit service requests via the booking form on the official website www.lunavi.travel, as well as through official communication channels including email at info@lunavi.travel and other digital tools provided by the LUNAVI.TRAVEL service system;
• Request proper and timely provision of services in accordance with this Agreement;
• Receive complete and accurate information about the available services and their terms via electronic communication;
• Monitor the service process, deadlines, and quality of service provided by the Contractor;
• Submit individual requests that comply with applicable laws and ethical standards, and that fall under informational, consulting, and organizational tourism services;
• Request clarification regarding service terms, rates, subscriptions, and booking status in a convenient form during the designated service hours.

3.2. If a request cannot be fulfilled due to circumstances beyond the Contractor’s control (such as limited availability from Suppliers, cancellation by a Supplier, or external legal restrictions), the Customer may be offered an alternative or a service denial without an obligation to disclose the detailed reasons, provided such conditions are stipulated by the Supplier.
3.3. The Customer may withdraw from an offer before the booking is confirmed. Such withdrawal does not incur financial consequences, unless otherwise explicitly stated in the terms of the specific service or if the Contractor has already incurred costs or committed resources by the time of cancellation.

4.1. Use the service personally or through a duly authorized representative, refrain from sharing subscription access with third parties, and ensure the confidentiality of access to the personal account, communication channels, and information received in the course of service provision.
4.2. Provide accurate and up-to-date information when requesting services, including personal and payment details, and promptly notify the Contractor of any changes to contact information, passport data, travel itineraries, or other relevant details.
4.3. Carefully review the terms of this Agreement and comply with the provisions outlined herein, including deadlines for submitting requests, payment, booking changes and cancellations, and other procedures published on the Contractor’s website or otherwise communicated to the Customer.
4.4. Independently ensure that all required travel documents (passport, visa, insurance, driver’s license, etc.) are valid and available for all participants of the trip.
4.5. In case of travel to countries with elevated epidemiological risks, complete any mandatory preventive procedures (e.g., vaccinations, testing, quarantine measures) and carry supporting documentation, if required by entry regulations.
4.6. Promptly inform the Contractor of any restrictions that may prevent the Customer from traveling abroad (including those related to violations of immigration, criminal, or customs law), or any court or administrative bans.
4.7. Comply with carrier regulations, including:

• Arriving for check-in no later than 2 hours before departure (unless otherwise indicated);
• Confirming flight schedules 24 hours prior to departure;
• Observing baggage allowances, customs regulations, and other travel conditions.

4.8. Abide by the laws of the destination country, respect local customs, sanitary rules, ethical and religious norms, and other mandatory local regulations.
4.9. Compensate the Contractor or third parties for any losses caused by the actions (or inactions) of the Customer, including legal, administrative, or professional costs incurred by the Contractor.
4.10. Inform all individuals on whose behalf the booking is made about the terms of this Agreement and the relevant Supplier rules, and ensure their acceptance of such terms.
4.11. Use informational and consulting services solely for the purpose of organizing personal travel, in accordance with applicable law, and refrain from any commercial use, resale, or transfer of services to third parties without the Contractor’s consent.

5.1. The Contractor has the right to modify the list of services, update or remove content, and suspend or terminate specific services at its sole discretion, with prior notice to the Customer if such changes affect previously agreed actions.
5.2. The Contractor has the right to revise its fees, including:

• booking fees;
• additional charges for urgent or non-standard services;
• planning of travel or business trips;
• event arrangements;
• fees for processing requests on weekends and holidays;
• research-related services.

All changes must be communicated to the Customer in advance, except when they apply to general terms published on the Contractor’s website no less than 30 calendar days before taking effect.
5.3. The Contractor has the right to refuse bookings for restaurants, nightclubs, or other venues if the Customer repeatedly fails to attend confirmed reservations or violates the Supplier's terms, including cancellation policies and behavioral rules.
5.4. The Contractor reserves the right to determine how to process a Customer request based on the nature and complexity of the service, internal quality standards, responsiveness, and other professional criteria.
5.5. The Contractor may temporarily suspend the booking form, digital services, mobile applications, or other interfaces without prior notice in the event of technical maintenance, upgrades, testing, or other objective reasons.
5.6. The Contractor has the right to refuse services if the request:

• contradicts the terms of this Agreement;
• violates applicable law;
• breaches public morality, business ethics, or poses risks to third-party rights or safety.

5.7. The Contractor may cancel or suspend the Customer’s subscription if there are legal grounds, including repeated violations of this Agreement, non-payment, provision of false information, or abuse of services.
5.8. The Contractor may suspend or terminate services in the event of non-payment for the subscription or outstanding debt that remains unpaid for more than 30 calendar days after notification. Such notice may be included in an invoice or sent separately.
5.9. The Contractor may limit or terminate services to any person in any jurisdiction or geographic region without explanation if necessary to comply with legal requirements, sanctions, export control, internal security policies, or to protect business reputation.
5.10. The Contractor reserves the right to modify the rules, terms, and procedures of service provision at any time by publishing an updated version on the website and/or sending individual notice to the Customer.
5.11. The Contractor may engage third parties (subcontractors) who have the required resources, qualifications, and staff to provide services, provided they comply with the terms of this Agreement, including confidentiality and applicable laws of Europe, Ukraine, and other jurisdictions. Engaging subcontractors does not constitute a transfer of contractual obligations and does not require separate consent from the Customer.

7.1. The Contractor’s services are provided either on a one-time basis or under a subscription model. A subscription is optional but grants the Customer priority service, access to exclusive offers, expedited support, and preferential pricing.
7.2. In the absence of an active subscription, services are provided under standard conditions — including regular processing times, current rates, and without guaranteed access to priority offers or partner tariffs.
7.3. All payments are made in U.S. dollars (USD). At the Customer’s request, invoices may be issued in other currencies (e.g., EUR), subject to jurisdiction and payment details. The exchange rate is determined by the Contractor’s bank on the invoice date.
7.4. Payment must be made prior to the start of services and before the issuance of supporting documents. Acceptable payment methods include:

• Bank transfer (SWIFT/SEPA) to the provided account details;
• Credit card payment via a secure payment link (with a processing fee of 3.5% unless stated otherwise);
• Electronic payment services (Revolut, Wise, PayPal — subject to agreement);
• Cryptocurrency USDT (TRC20, ERC20) — upon request;
• Other methods — upon prior agreement with the Contractor.

7.5. Invoices are issued electronically and must be paid within one (1) calendar day, and no later than 48 hours before the intended service start date, unless otherwise agreed in writing.
7.6. All orders include a service fee that covers administrative processing, expert review, and coordination. The fee depends on the request type and Customer status:
For Customers without a subscription:

• Standard fee — 5% of the service cost;
• Complex or exclusive requests (e.g., yachts, events, real estate) — 10%;
• Urgent fee (requests submitted less than 48 hours in advance) — from $100 to $1,000;
• Consulting and planning fee — from $300 to $1,500.

For Customers with an active subscription:

• Standard fee — 2–3% of the service cost;
• Complex or exclusive requests — 5–7%;
• Urgent fee — from $50 to $500;
• Consulting and planning fee — from $100 to $700.

Specific conditions are determined by the subscription level and fixed during request confirmation.
7.7. If the Customer cancels services that were already processed, agreed upon, or confirmed, paid service fees are non-refundable. Exceptions apply only when cancellation results from the Contractor’s or Supplier’s inability to deliver the service. Subscriptions cannot be paused, transferred, or frozen, unless explicitly agreed otherwise.
7.8. Service prices are based on Supplier tariffs and may be adjusted without prior obligation to notify. The Contractor will endeavor to inform the Customer of any such changes prior to invoice issuance. Currency conversion fees, international transfer costs, or third-party processing charges may apply — the Contractor will notify the Customer accordingly.
7.9. Services are deemed properly delivered and accepted by the Customer upon receipt of payment and provision of supporting documents (including booking confirmation, itinerary, invoice, or other materials), unless a substantiated written objection is received within 24 hours.
7.10. For subscriptions with automatic renewal, payment is charged from the linked payment method on the first day of the new billing period. The Customer may disable auto-renewal by notifying the Contractor no later than 5 calendar days before the next billing date. Technical issues preventing payment may result in temporary suspension of service.
7.11. The subscription cost and terms are determined based on the current rates published on the official website www.lunavi.travel or provided upon personal request. The Contractor reserves the right to change subscription terms and fees with prior notice, unless otherwise specified by an active agreement or affecting a prepaid period.
7.12. LUNAVI.TRAVEL subscription fees are calculated individually for each Customer, depending on the scope, nature, and level of agency involvement in the organization process. A specific pricing plan is provided after the Customer completes a questionnaire and request analysis. These rates are not subject to public disclosure and do not constitute a public offer.

8.1. Both Parties agree to keep confidential and not disclose to third parties, without prior written consent from the other Party, any information obtained in connection with the execution of this Agreement. This includes business, commercial, technical, financial, and personal data, except as required by applicable law.
8.2. Confidentiality obligations remain in force for the duration of this Agreement and after its termination — for the data retention period specified in Section 21 of this document, or until any earlier or later time required by law or separate agreement.
8.3. Confidential Information includes, regardless of its form (written, oral, electronic), but is not limited to:

• Financial, banking, commercial, and internal data;
• Technical information, including know-how, specifications, internal processes, software, and business methodologies;
• Data on clients, partners, suppliers, and subcontractors, including databases, addresses, contact details, and lists;
• Marketing strategies, product launch plans, and market entry strategies;
• Information received from third parties under a confidentiality obligation;
• The terms of this Agreement, including pricing, fee structures, and individual arrangements;
• Personal data as defined by the laws of Ukraine, the European Union (GDPR), the United Kingdom (UK GDPR), the USA (including CCPA), the UAE (DIFC DP Law), Singapore (PDPA), Japan (APPI), and other applicable jurisdictions.

8.4. The Parties agree to comply with international standards and applicable laws on personal data protection, including but not limited to:

• GDPR (General Data Protection Regulation) — European Union;
• UK GDPR — United Kingdom;
• CCPA (California Consumer Privacy Act) — United States;
• PDPA (Personal Data Protection Act) — Singapore;
• DIFC Data Protection Law — United Arab Emirates;
• APPI (Act on the Protection of Personal Information) — Japan;
• And other applicable laws depending on the location of processing, storage, or transfer of data.

8.5. Each Party shall implement appropriate technical, administrative, and organizational measures to protect Confidential Information and personal data from unauthorized access, loss, destruction, alteration, or disclosure. This includes protection of electronic data channels, access control, and internal security policies.
8.6. Disclosure of Confidential Information is not considered a breach if it is:

• Required by government authorities under the law;
• Made to legal, financial, or technical advisors, auditors, or other professionals under a signed confidentiality obligation.

8.7. In the event of loss, disclosure, or breach of confidentiality, the responsible Party shall fully compensate the other Party for all documented damages, including, if necessary, the costs of restoring access, defending rights and reputation, or regulatory fines.
8.8. Confidential Information does not include data that:

• Was publicly available at the time of disclosure;
• Became known to the receiving Party lawfully and outside the scope of this Agreement;
• Was independently developed by the receiving Party without use of disclosed Confidential Information.

9.1. In the course of processing a Customer’s request, the Contractor may use external professional platforms, booking systems, and specialized software tools that enable access to third-party services (hereinafter — "Suppliers"), including global distribution systems (GDS), direct API integrations, and specialized consortia.
9.2. When transmitting a request via such systems, the Contractor acts as an agent on behalf of the Customer. The Contractor transfers the data provided by the Customer (including personal data) solely for the purpose of fulfilling the booking and in compliance with confidentiality terms, applicable personal data protection laws, and secure information exchange standards.
9.3. A booking is considered confirmed only after the Customer receives the corresponding electronic confirmation from the Contractor or Supplier. The Customer is obligated to check their email, including spam folders, to avoid missing notifications of confirmation, cancellation, or changes. Failure to receive a notification due to the Customer’s own oversight (including technical issues) does not exempt them from obligations.
9.4. All booking-specific terms — including cancellation policies, penalties, changes, or refund rules — are governed by the Supplier’s policies and are binding upon the Customer, including when such terms are provided electronically or verbally at the time of confirmation.
9.5. The Customer must provide full, accurate, and up-to-date information, including full names and nationalities of all travelers, exactly as shown in their official documents. Incomplete or incorrect information may lead to cancellation by the Supplier without notice. The Customer is responsible for all consequences, including penalties, additional charges, or service refusal.
9.6. Special requests (e.g., dietary preferences, floor level, room type, late check-out, etc.) may be passed on to the Supplier but are not guaranteed. A Supplier’s refusal to fulfill such requests does not constitute a breach by the Contractor and does not warrant price adjustments.
9.7. Suppliers may impose their own age, legal, or other restrictions (e.g., minimum age of the primary traveler must be 18). The Customer is responsible for considering such restrictions when placing orders and assumes full liability in case of violation.
9.8. The Contractor is not liable for the actions or omissions of third parties, including Suppliers, except where explicitly required by applicable law or a specific agreement with the Customer. In its role as agent, the Contractor is committed to acting in good faith when selecting Suppliers and processing requests.
9.9. If booking services on behalf of third parties, the Customer confirms they have obtained appropriate consent, informed those individuals of the booking conditions, and accepted full responsibility for compliance with all obligations, including payment, data accuracy, and any change or cancellation requests.
9.10. In the event of a dispute between the Customer and a Supplier, the Contractor may assist in communication with the Supplier upon the Customer’s request but does not guarantee any specific outcome from such interaction.

12.1. This Agreement comes into effect upon acceptance by the Customer (by submitting a request through the website, signing a document, or providing other confirmation) and remains in force until both Parties fulfill their obligations in full.
12.2. For Customers who have subscribed to LUNAVI.TRAVEL's concierge service, the Agreement is valid for the duration of the paid subscription period and is automatically renewed for the next calendar month under the same conditions, unless either Party provides written notice of termination at least 30 (thirty) calendar days before the intended termination date.
12.3. For Customers not using a subscription, the Agreement applies to each individual service and remains valid for the duration of that specific service. Once the obligations under a particular request are fulfilled (e.g., upon trip completion or delivery of confirmation documents), the contractual relationship is considered concluded.
12.4. Regardless of the service model (subscription or non-subscription), one-time travel services governed by this Agreement include, but are not limited to:

• search, booking, and issuance of airline tickets (domestic and international);
• changes and rebooking of tickets (if initially booked via LUNAVI.TRAVEL);
• booking of hotels, residences, villas, chalets, castles, and other accommodations;
• arrangement of business aviation, private jet and helicopter charters;
• booking of VIP airport services (lounges, terminals);
• rental of yachts and other watercraft;
• rental of vehicles (with or without drivers), as well as crewed ground transport;
• assistance with international insurance policies;
• brokerage, consulting, and administrative support;
• organization of excursions, private tours, and related services.

12.5. Customers with an active subscription may request the above services as part of their service package. The scope, processing priority, and applicable service fees are governed by Section 7 and the conditions of the selected subscription plan.
12.6. Customers without a subscription may also request these services under standard conditions. In such cases, request processing, pricing, fees, response time, and execution follow the regular procedure, without priority treatment granted to subscribers.
12.7. Regardless of the service model, each individual Customer request is considered a separate transaction subject to the terms of this Agreement, including payment, liability, refunds, and confidentiality provisions.
12.8. Financial settlements between the Parties, including payment of service fees and other charges, are governed by Section 7. Until full payment and fulfillment of all preliminary conditions, the Contractor may suspend or cancel the provision of the corresponding service.
12.9. The Agreement may be terminated by either Party upon at least 30 (thirty) calendar days’ written notice to the other Party. In this case, the Customer is obligated to settle all outstanding payments related to services rendered or prepared for delivery.

13.1. The Customer has the right to submit a request to the Contractor for changes to a previously confirmed booking. Such changes may include travel dates, participant names, accommodation type, itinerary, or other essential parameters — provided these changes are permitted under the Supplier’s policy.
13.2. All modification requests must be submitted in writing through LUNAVI.TRAVEL’s official communication channels (email or another authorized messaging platform as listed in the "Contact Information" section of this Agreement). A message sent via messenger is considered received only upon explicit confirmation by the Contractor.
13.3. The possibility and terms of modifications are determined by the relevant Supplier’s rules and may involve additional charges, including but not limited to:

• penalties;
• fare differences;
• a repeated service fee;
• administrative costs.

The Contractor shall not be held liable if the Supplier refuses to approve the requested booking changes.
13.4. If changes are not possible without fully canceling the existing booking, the Contractor will inform the Customer of applicable penalties and rebooking options. If the Customer proceeds with payment, confirmation, or further interaction, it is deemed acceptance of the new terms.
13.5. Any modifications made directly with the Supplier without informing the Contractor release the Contractor from any liability related to the outcome, including:

• booking cancellation;
• financial loss;
• inability to deliver the service;
• incorrect data transmission.

13.6. Booking changes become effective only upon receipt of written confirmation from the Contractor. Until such confirmation is received, the original booking terms remain valid and binding on both Parties.

14.1. The Customer may cancel a booking before the scheduled start of the corresponding service. Cancellation can be initiated via LUNAVI.TRAVEL’s electronic system or by sending a written notice to the official email address listed in the "Contact Information" section.
14.2. Each booking is subject to cancellation terms and specific Supplier policies in effect at the time of confirmation. The Customer is responsible for reviewing these terms before confirming the request. If the booking is canceled after the free cancellation period defined by the Supplier, penalties may apply, up to and including retention of the full service cost.
14.3. Certain services are explicitly marked as non-refundable at the time of booking. In such cases, cancellation is allowed, but no refund will be issued.
14.4. If the Customer cancels the service on the day of its scheduled provision or later, no refund will be made. Exceptions apply only if the Supplier officially confirms the absence of penalties.
14.5. Any cancellation initiated by the Customer becomes effective only after written confirmation from the Contractor. Until such confirmation is received, the booking remains active and its terms in force.
14.6. The Customer is responsible for the accuracy and timeliness of the cancellation. A no-show without prior notice is treated as a de facto refusal of service and does not entitle the Customer to any refund.
14.7. If the booking is canceled by the Contractor (e.g., due to incomplete payment, suspicion of misuse, or failure to receive confirmation from the Supplier), the Customer will be informed in writing. In such cases, the grounds for cancellation may not be disclosed if restricted by Supplier terms or internal security protocols.
14.8. Refunds (if applicable) will be issued via the original payment method and within the time frame established by the payment provider. Transaction or bank processing fees may be deducted from the refund amount.
14.9. The Customer may submit a written request to use the refund amount as credit for future bookings, in which case no monetary refund will be processed.
14.10. Any post-booking updates to Supplier cancellation or refund policies must be communicated to the Customer. If a request cannot be fulfilled due to the Supplier’s fault, a full refund shall be issued minus any administrative services already rendered or paid.

15.1. Services that have commenced are considered fully rendered, even if they are partially or prematurely discontinued by the Customer. No refunds or compensation will be provided for unused portions of such services unless expressly stipulated by individual terms or agreed with the Supplier.
15.2. If the Customer fails to appear at the service start location at the designated time without prior notification to the Contractor and/or Supplier, the booking may be fully canceled without refund. Such cases are treated as a no-show, and all consequences are the Customer’s responsibility.
15.3. Exceptions are possible only if there is confirmed agreement with the Supplier, including:

• written confirmation that a refund is possible;
• written approval for partial compensation;
• official waiver of applicable penalties.

15.4. Refunds for services canceled by the Customer after the booking period has started are not granted unless explicitly stated in the Supplier’s terms or agreed otherwise with the Contractor.

16.1. Unless otherwise stated, all prices provided by LUNAVI.TRAVEL in response to a Customer request are gross, valid at the time of confirmation, and based on the requested service configuration. Pricing is indicated per unit (e.g., per room, per night, per vehicle, per passenger) and includes applicable taxes and fees as required by local laws.
16.2. Resort fees, city taxes, and tourist levies are not included in the total price unless explicitly stated in the offer. These charges must be paid by the Customer directly to the Supplier on-site. Such fees may change between the booking confirmation date and the service date, and LUNAVI.TRAVEL is not responsible for these adjustments.
16.3. The price does not include additional charges imposed by Suppliers for:

• baby cots;
• extra beds;
• luggage;
• food and beverages;
• minibar use;
• laundry services;
• entertainment;
• excursions;
• tips;
• phone calls;
• parking;
• GPS devices;
• and other personal or related expenses unless specified in the offer or confirmation. These costs must be paid by the Customer independently.

16.4. When paying by credit card or other electronic means, the Customer is solely responsible for any payment system or bank processing fees, including international transfer charges, correspondent bank commissions, and payment gateway fees. These are not included in the quoted service price unless agreed otherwise in writing.
16.5. LUNAVI.TRAVEL reserves the right to adjust the offer price in case of significant external changes affecting the final cost, including:

• a currency fluctuation exceeding 3%;
• changes in taxes or mandatory fees;
• the introduction of new regulatory charges;
• price changes by the Supplier (e.g., during international events, trade shows, etc.).

16.6. If technical or obvious calculation errors are discovered before payment, LUNAVI.TRAVEL reserves the right to withdraw or correct the offer. The Customer will be notified prior to making payment. After booking confirmation, changes are only possible by mutual agreement.
16.7. Transfer and transportation prices are specified as follows:

• per vehicle (for private transfers);
• per passenger (for group transfers);
• per seat and class (for train and airline tickets);
• per vehicle (for car rentals);
• per person (for excursions),

unless otherwise indicated in the offer.
16.8. Display of services in informational messages, catalogs, or proposals does not guarantee availability. Prices are fixed only upon booking confirmation. In case of delays, the Customer cannot demand retention of previously quoted terms if the Supplier has changed the rate before payment.

17.1. The voucher issued by LUNAVI.TRAVEL serves as official confirmation of the booking and entitles the Customer to receive the corresponding travel services from the Supplier. It is generated based on a confirmed request and contains information about:

• the service name and type;
• service dates;
• Supplier details;
• contact information;
• special conditions, if applicable.

The voucher may be sent electronically via email or by another agreed method.
17.2. The voucher is the sole basis for receiving the service and confirms that the relevant booking has been completed, paid (if applicable), and accepted for execution. Without a valid voucher, the Supplier may refuse to provide the service.
17.3. Any additional services mentioned in the voucher are subject to the Customer’s decision and require separate payment unless otherwise explicitly stated in the voucher, offer, or invoice.
17.4. In case of booking cancellation, the voucher becomes invalid upon confirmation of the cancellation. Use of a voided voucher is considered unauthorized. If the service is delivered based on an invalid voucher, the Customer must pay in full.
17.5. LUNAVI.TRAVEL is not responsible for loss, deletion, or non-use of a voucher by the Customer. Re-issuance of a voucher is possible subject to technical feasibility and upon written request.

18.1. All services provided under this Agreement are subject to 100% prepayment unless otherwise agreed in writing. Payment is made based on an offer or confirmation issued to the Customer, stating the cost and bank details. The validity period and payment deadline are indicated in the accompanying documents or electronic messages.
18.2. Payment may be made via:

• Bank transfer (SWIFT/SEPA);
• Secure payment link;
• Payment systems (subject to agreement);
• Cryptocurrency — limited to selected types, upon individual request.

The Contractor reserves the right to restrict or expand available payment methods based on jurisdiction, currency regulations, and technical availability.
18.3. Payment receipt does not imply automatic booking confirmation until the Customer receives a relevant confirmation from the Contractor.
18.4. LUNAVI.TRAVEL acts solely as an intermediary and commercial agent on behalf of and by instruction from service Suppliers. The Contractor is authorized to:

• accept payments from the Customer;
• transfer them to the relevant Supplier;
• issue payment confirmation documents.

Accordingly, the Customer’s payment obligations to the Supplier are deemed fulfilled upon the funds being credited to the Contractor’s account.
18.5. If payment is not received in time, the Contractor reserves the right to cancel the booking without prior notice. All incurred costs and penalties must be reimbursed by the Customer.
18.6. If a Supplier imposes non-refundable or immediate penalty conditions (e.g., no free cancellation period), the Customer must make payment within 24 hours of receiving confirmation. Failure to do so may result in cancellation, with expenses payable by the Customer.
18.7. Until full payment is received, the Contractor is not obligated to issue tickets, confirmations, vouchers, or any other travel documents. After payment, documents are sent electronically.
18.8. If a Supplier-issued invoice is required, the Customer must submit a written request. The Contractor will initiate the request if possible but does not guarantee that such documents are provided by the Supplier.
18.9. The Customer is responsible for accurately specifying the payment reference (e.g., request number, name, service period) and covering all fees, including correspondent bank commissions. In case of underpayment, the Contractor may request the remaining balance.
18.10. Payment is considered complete only upon:

• receipt of the full amount to the Contractor’s account;
• or confirmation of a successful transaction via a payment system.

Until that moment, no booking or service obligations arise.

19.1. In the event of emergency or force majeure situations during the trip, such as:

• denial of accommodation upon arrival;
• Supplier demanding duplicate payment for already confirmed services;
• cancellation of transfers without prior notice;
• or any other critical disruptions threatening itinerary execution,

the Customer must immediately contact LUNAVI.TRAVEL via the emergency support number provided in the booking confirmation or voucher. Current contact details are also available on the official website: www.lunavi.travel.
19.2. LUNAVI.TRAVEL’s support team will coordinate with the relevant Supplier and, if technically and practically feasible, assist in resolving the situation. Support may include consultation, correspondence, negotiation, re-issuance of documents, or contacting the Supplier’s own support service.
19.3. If a Supplier requests payment for a service that has already been paid by the Customer (either directly or through LUNAVI.TRAVEL), the Customer must:

• collect all supporting documents (receipts, confirmations, correspondence, photos, etc.);
• immediately forward them to the Contractor;
• remain calm and refrain from making duplicate payment until instructions are received from the Contractor.

LUNAVI.TRAVEL will, if justified, contact the Supplier with a demand for reimbursement or price correction.
19.4. If sufficient supporting documentation is not available (including receipts, messages, photos, videos, or Supplier notices), or if the Customer contacts the Contractor with a delay, LUNAVI.TRAVEL cannot guarantee reimbursement. The Customer acknowledges that:

• untimely requests for assistance;
• refusal to follow LUNAVI.TRAVEL’s instructions;
• or acting independently without coordination,

may significantly reduce the chances of resolving the issue or obtaining compensation.

20.1. Any claims regarding the quality or proper execution of travel or related services must be submitted by the Customer directly to the Supplier at the time of service delivery, using the contact information provided in the voucher or booking confirmation.
20.2. If the issue is not resolved on-site, the Customer may submit an official complaint to the Contractor in writing via the email address listed in the "Contact Information" section, within 15 (fifteen) calendar days after the service completion date.
20.3. Complaints not raised during service delivery or submitted after the specified period will not be reviewed, unless the Customer proves they were objectively unable to submit the complaint on time (e.g., due to medical reasons or other documented circumstances).
20.4. The Contractor will only consider complaints that meet the following criteria:

• submitted in writing;
• include a full description of the issue;
• include supporting documents (correspondence, receipts, vouchers, photos, audio/video evidence);
• and demonstrate that the Supplier was informed of the issue in a timely manner.

20.5. The Customer may not unilaterally withhold any amounts due to the Contractor in connection with a complaint unless such withholding is agreed in writing with the Contractor.
20.6. The Contractor may reject a complaint if:

• it lacks specific facts or evidence;
• it was submitted formally without any attempt to resolve the issue with the Supplier;
• or a similar situation was previously resolved between the Parties.

21.1. For the purpose of handling orders, providing services, and maintaining communication, LUNAVI.TRAVEL — acting as a personal data controller — processes information provided by the Customer, including:

• full name;
• contact phone number;
• email address;
• country of residence;
• data related to the travel itinerary and booking request (dates, participant names, preferences);
• and other details necessary for the provision of travel and organizational services.

21.2. Personal data is processed based on the conclusion of this Agreement and in accordance with the laws of Ukraine, international regulations, and the Privacy Policy published on www.lunavi.travel.
21.3. Personal data may be shared with third parties (including service Suppliers, agencies, booking platforms, and partners, including those outside the European Economic Area) if required to:

• fulfill a booking;
• provide services;
• meet contractual obligations to the Customer.

Only the minimum necessary data will be shared.
21.4. LUNAVI.TRAVEL takes all reasonable and technically feasible measures to protect Customer personal data from:

• unauthorized access;
• loss;
• alteration;
• destruction;
• or unlawful disclosure to third parties.

21.5. Personal data is stored for 60 calendar days after the end of the calendar quarter in which the request was submitted or completed. After this period, the data will be:

• deleted or anonymized;
• and may be used only in aggregate form for statistics, internal analysis, and service improvement.

21.6. The Customer has the right to:

• access their personal data;
• request correction, deletion, or restriction of processing;
• exercise data portability rights;
• object to data processing;
• withdraw consent and file complaints with a data protection authority (where applicable).

All such actions are subject to the Privacy Policy published on the Contractor’s official website.

22.1. The Customer is granted a limited, non-exclusive right to use the LUNAVI.TRAVEL website and digital services solely for purposes defined in these Terms. Such use does not grant the Customer any rights to the Contractor’s intellectual property, including software, content, visual, or textual elements.
22.2. All content published on www.lunavi.travel, including but not limited to:

• text materials;
• images;
• service descriptions;
• brand elements;
• design features;
• source code and interface structure,

is protected by copyright and related rights in accordance with the laws of Ukraine and international treaties.
22.3. The Customer is not granted any express or implied licenses to use the Contractor’s or its partners’ intellectual property unless such use is explicitly authorized in writing.
22.4. It is strictly prohibited to copy, reproduce, transmit, distribute, modify, publish, adapt, create derivative works from, commercially exploit, or otherwise use any website content without LUNAVI.TRAVEL’s prior written permission.
22.5. If public use of website information is authorized (e.g., under a Creative Commons license or through official press releases), an active link to the source www.lunavi.travel is required, unless otherwise agreed separately.
22.6. The LUNAVI.TRAVEL website may contain links to third-party resources. The Contractor:

• does not control the content of such sites;
• is not responsible for their security, accuracy, or completeness;
• does not endorse or adopt their content as its own.

23.1. These Terms enter into force once they are confirmed electronically by the Customer or their authorized representative (by clicking “Request,” “Submit,” or checking a box such as “I agree to the Privacy Policy and Terms of Service”) on the website. These Terms may also be accepted outside the website as part of individual communication. Regardless of the method of acceptance, the Terms are considered binding no later than the moment the Customer begins using LUNAVI.TRAVEL services.
23.2. The Parties recognize the legal validity of electronic confirmation of the Terms. Such confirmation, including actions taken on the website, is equivalent to signing a contract by hand.
23.3. All disputes and disagreements arising from or related to the execution of these Terms must be resolved through negotiations and good faith cooperation.
23.4. If a dispute cannot be resolved through negotiation, it shall be settled in accordance with the applicable laws of Ukraine, unless otherwise agreed in writing with the Customer or determined by the jurisdiction of the relevant Supplier.
23.5. The invalidity of any provision of these Terms shall not affect the validity of the remaining provisions. Such provisions shall be replaced with a legally effective equivalent that preserves the original meaning and legal nature.
23.6. LUNAVI.TRAVEL has the right to unilaterally amend these Terms by:

• publishing a new version on www.lunavi.travel at least 30 calendar days prior to its effective date;
• sending a corresponding notice to the Customer’s email (if such email is on record).

If the Customer disagrees with the amendments, they may discontinue use of the service and notify the Contractor before the new version takes effect.
23.7. LUNAVI.TRAVEL may unilaterally terminate the Terms if there are grounds, including:

• breach of the Terms by the Customer;
• involvement in fictitious or fraudulent bookings;
• dishonest, prohibited, or fraudulent actions;
• unauthorized automated access to the service;
• interference with the website’s operation;
• or other actions prohibited by applicable law or required by competent authorities.

24.1. The Parties are released from liability for partial or complete failure to fulfill their obligations under these Terms if such failure results from force majeure circumstances that could not have been reasonably foreseen or prevented.
24.2. Such circumstances include, but are not limited to:

• actions of governmental authorities;
• military conflicts, mobilization;
• epidemics, pandemics, and quarantine measures;
• civil unrest;
• extreme weather conditions (hurricanes, earthquakes, floods);
• man-made disasters or blockades;
• terrorist acts;
• interruptions in payment infrastructure;
• cyberattacks, DDoS incidents, hosting or booking system outages used by Suppliers;
• any other events recognized as force majeure under law or mutual agreement.

24.3. A Party affected by force majeure must notify the other Party within 3 (three) calendar days of the event, providing:

• a brief description of the event;
• estimated duration;
• documentary proof from competent authorities or third parties, if available.

24.4. The time for fulfilling obligations impacted by force majeure shall be extended for the duration of such circumstances and for a reasonable recovery period thereafter.
24.5. Political or economic events, including defaults, market volatility, inflation, or currency fluctuations, shall not be considered force majeure unless they cause actual impossibility of performance due to suspension of banks, Suppliers, or government agencies.
24.6. Once the force majeure event ends, the affected Party must immediately resume performance of its obligations and notify the other Party.

24.1. The Parties are released from liability for partial or complete failure to fulfill their obligations under these Terms if such failure results from force majeure circumstances that could not have been reasonably foreseen or prevented.
24.2. Such circumstances include, but are not limited to:

• actions of governmental authorities;
• military conflicts, mobilization;
• epidemics, pandemics, and quarantine measures;
• civil unrest;
• extreme weather conditions (hurricanes, earthquakes, floods);
• man-made disasters or blockades;
• terrorist acts;
• interruptions in payment infrastructure;
• cyberattacks, DDoS incidents, hosting or booking system outages used by Suppliers;
• any other events recognized as force majeure under law or mutual agreement.

24.3. A Party affected by force majeure must notify the other Party within 3 (three) calendar days of the event, providing:

• a brief description of the event;
• estimated duration;
• documentary proof from competent authorities or third parties, if available.

24.4. The time for fulfilling obligations impacted by force majeure shall be extended for the duration of such circumstances and for a reasonable recovery period thereafter.
24.5. Political or economic events, including defaults, market volatility, inflation, or currency fluctuations, shall not be considered force majeure unless they cause actual impossibility of performance due to suspension of banks, Suppliers, or government agencies.
24.6. Once the force majeure event ends, the affected Party must immediately resume performance of its obligations and notify the other Party.

To communicate with LUNAVI.TRAVEL, please use the following official channels:

• Email: info@lunavi.travel
• Phone / WhatsApp: +43 677 64318868
• Website: www.lunavi.travel — for submitting requests, managing subscriptions, clarifying information, and accessing the current Terms.

Through these channels, you may:

• submit booking requests;
• inquire about payments, services, and subscriptions;
• send formal claims and complaints;
• issue legally significant notifications as provided by this Agreement.

In case of discrepancies between the contact details in this document and those published on the official LUNAVI.TRAVEL website, the website version takes precedence.