Terms of Service

Effective: June 11, 2026

These Terms govern your use of the Unmatched Journeys website (umjourneys.com), our AI concierge Aria, and any travel services we arrange on your behalf (together, the "Services"). By using our Services, you agree to these Terms.

1. Who we are

Company: Unmatched Journeys, trading as Unmatched Journeys.
Registered in: Dubai, United Arab Emirates.
DTCM / DED licence number: available upon request
Address: Dubai, United Arab Emirates (full registered address available upon request)

2. The Services we provide

We act as a travel concierge and intermediary. We curate, plan and arrange travel and lifestyle services on your behalf, including:

• Flight bookings and upgrades
• Hotel, villa and resort reservations
• Airport transfers and chauffeured ground transport
• Restaurant reservations, experiences, tours and activities
• Visa and documentation guidance (we do not issue visas; we facilitate)
• Multi-destination itinerary design

Where we book third-party services on your behalf, the relevant supplier's terms and conditions also apply.

3. Quotes and confirmations

Prices quoted are estimates until confirmed in writing. We do not guarantee availability or pricing until a booking is confirmed and a deposit (where required) has been received. Quotations are typically valid for 72 hours.

4. Payments

Booking fees, deposits and final payments are payable in the currency specified at the time of booking (usually AED, USD, EUR or GBP). Payment terms are confirmed per booking and may vary depending on the supplier and the type of service.

We accept payment by credit card, bank transfer and (where agreed in advance) corporate invoice. Card payments are processed by our payment provider; we do not store full card details.

5. Cancellations, changes and refunds

Cancellation and refund terms depend on the supplier and are stated explicitly in your booking confirmation. As a general guide:

• Chauffeur and transfer bookings: free cancellation up to 6 hours before pickup. Within 6 hours, 50% is charged. Within 1 hour, the full amount is charged. Flight delays are not treated as cancellations.
• Hotel and villa bookings: per supplier policy. Many luxury suppliers have non-refundable or partially-refundable rates, especially for peak-season bookings.
• Flights: per airline policy. Refunds and changes typically incur supplier fees.
• Concierge planning fees: refundable up to 7 days before the start of the trip; non-refundable after that.

Where a booking is non-refundable and you cancel, we will work with the supplier to recover what we can on your behalf but cannot guarantee a refund.

6. Force majeure

We are not liable for failure or delay caused by events beyond our reasonable control, including natural disasters, pandemics, government restrictions, strikes, war, terrorism, civil unrest, or supplier insolvency.

7. Travel documents and insurance

You are responsible for ensuring your passport, visa, vaccination and other entry requirements are in order. We will advise where we can, but the responsibility for valid documentation is yours.

We strongly recommend comprehensive travel insurance covering trip cancellation, medical evacuation and personal liability. We can introduce you to recommended providers on request.

8. Our liability

We act as an intermediary between you and travel suppliers. We are not liable for the acts, omissions, defaults or negligence of any supplier whose services are arranged through us. Our liability to you for any loss arising from our own negligence is limited to the value of the booking fees we have received from you in connection with that journey.

Nothing in these Terms limits liability for death or personal injury caused by our negligence, fraud, or any liability that cannot be limited by UAE law.

9. Use of our website and the Aria concierge

You agree to use the Services only for lawful purposes and not to:

• Misrepresent your identity or contact details.
• Attempt to interfere with, scrape, or reverse-engineer our website or AI concierge.
• Submit content that is unlawful, defamatory, or infringes third-party rights.

Aria is an AI assistant and may make mistakes. Aria does not confirm bookings or take payment. Final confirmation always comes from a human member of our concierge team.

10. Intellectual property

All content on umjourneys.com — text, images, logos, design — is owned by us or licensed to us. You may share links to our pages and quote brief excerpts with attribution. You may not reproduce or commercially use our content without written permission.

11. Privacy

Your use of the Services is also governed by our Privacy Policy.

12. Disputes and governing law

These Terms are governed by the laws of the United Arab Emirates. Any disputes will be subject to the exclusive jurisdiction of the Dubai Courts. Before initiating any formal proceedings, we ask that you contact us at [email protected] to attempt resolution in good faith.

13. Changes to these Terms

We may update these Terms from time to time. The Effective date at the top of the page reflects the most recent version. Material changes will be announced on this page.

14. Contact

[email protected]
WhatsApp: +971 58 586 9498
Dubai, United Arab Emirates