Terms and conditions | Mosarow Travels

1. About these terms

These terms are an agreement between you and Mosarow Travels & Tours, a company registered in Nigeria with RC number 8386373, based in Lagos, Nigeria (“we”, “us”, “our”). They apply when you use our website or your account, and when you book or apply for any of our services.

You agree to these terms when you create an account, and again when you confirm a booking or agree to them before paying. Our privacy policy and refund policy form part of these terms. Each service also has its own application policy, shown before you pay, which says what the service includes and what it does not. Where a service’s own policy and these terms differ, the service’s policy applies to that service.

Please read these terms carefully. If you do not agree with them, do not book or apply with us.

2. What we do

We book flights and travel packages, and help people prepare applications for visas, study abroad and relocation.

In most of what we do, we act as an agent between you and the business or authority that provides the final service: an airline, a hotel or tour supplier, an embassy or visa application centre, a school or university, or another third party. Your contract for that final service is with them, and their own terms and conditions apply to it as well as these terms. We are not the airline, the embassy or the school, and we cannot control what they decide or do.

3. Your account

You need an account with a verified email address to book, apply or pay.
The information you give us about yourself must be true, complete and up to date.
Keep your password private. You are responsible for what is done in your account, unless it was done by someone who got into it through no fault of yours.
You can add other people to your account as travellers or applicants, such as members of your family. Only add someone if you have their permission, or you are their parent or legal guardian, and make sure they know how we use their information (see our privacy policy).
We may suspend or close an account that is used for fraud, gives false information or documents, or is used to abuse our staff or our systems. We will tell you why, unless the law stops us.

4. Your information and documents

You are responsible for the accuracy of the information and documents you give us, for yourself and for every traveller or applicant on your booking.

Names must match each traveller’s passport exactly. An airline or embassy can refuse a name that does not match.
Documents must be genuine, unaltered and current. We will not knowingly submit false or altered documents, and we may stop work on an application if we believe a document is not genuine.
It is your responsibility to hold a passport with enough validity, and any visas, transit visas, health certificates or other documents needed for your journey, including for any country you pass through.
If information you gave us was wrong or incomplete, any cost of correcting it, such as an airline’s name change fee or a new application fee, is yours to pay.

5. Visas and immigration decisions

Visa, permit and immigration decisions are made only by the embassy, consulate or immigration authority concerned. We do not and cannot guarantee that an application will be approved, or how long a decision will take.

What we do is prepare and check your application with you, and submit it or guide you to submit it, as the service describes. The authority may ask you for more documents, an interview or biometrics, and it sets its own fees and processing times. We are not responsible for a refusal, a delay or a change in an authority’s rules, and a refusal does not by itself entitle you to a refund (see our refund policy).

6. Flights

Fares come from airlines through the booking systems we use. When you choose a fare, we check the live price with the airline before you pay, and we tell you if it has changed.
Once you continue to payment, the price is held for a limited time, shown on your booking. If it runs out before you pay, the fare may change or no longer be available.
We book your flight with the airline once your full payment is confirmed. We email you the airline booking reference, and your e-tickets once they are issued.
If we cannot complete a booking you have paid for, we tell you and either complete it at no extra cost or refund you in line with our refund policy.
Your flight is governed by the airline’s conditions of carriage and the fare rules of your ticket, including its rules on baggage, changes, cancellations, refunds and missed flights. The fare rules are shown on each fare before you choose it.
Airlines can change schedules, aircraft or routes. We pass on changes we are told about, but the airline is responsible for its flights.
You are responsible for checking in on time and meeting the airline’s and each country’s entry requirements.

7. Travel packages

Each package’s page states the price, what is included and not included, the departure dates and, where offered, the deposit and the date the balance is due.
Where a package allows a deposit, your place is held once the deposit is paid, and the balance must be paid by the due date. If it is not, the package’s own policy applies, which may mean your booking is cancelled. The package’s page and our emails say what happens to money already paid.
Itineraries can change for reasons outside our control, such as weather, local rules or a supplier’s closure. Where that happens we will offer a reasonable alternative of similar standard where we can.
We may cancel a departure, for example if it cannot run safely or does not have enough bookings. If we do, we will tell you and offer to move your booking to another departure or refund what you paid for it.

8. Prices and payment

Prices are in Nigerian naira unless stated otherwise. The price you agree to is the price on your invoice.
Every payment is made against an invoice in your account. You can pay online through our payment provider, ZevPay, or by bank transfer, where your booking or service allows it.
Only pay into the accounts shown in your account or on your invoice. We will never ask you to pay into a personal account. If anyone asks you to, contact us before you pay.
A bank transfer counts as paid once our finance team has confirmed that the money arrived. Flight payments must be made in full in one payment.
We start work on an application once enough has been paid to start it, as shown on your invoice. We do not start work before then.
Fees paid directly to embassies, visa application centres, schools or other third parties are set by them and can change. Where a service lists these as not included, you pay them separately.

9. Cancellations and refunds

How cancellations and refunds work for flights, travel packages and application services is set out in our refund policy, which forms part of these terms.

10. Our responsibility to you

We will provide our services with reasonable care and skill.
We are not responsible for the acts, failures or decisions of airlines, embassies, immigration authorities, schools, hotels, tour suppliers or other third parties, or for their services, except where we have failed to use reasonable care in arranging them.
We are not responsible for delays or failures caused by events outside our reasonable control, such as strikes, extreme weather, natural disasters, epidemics, war, civil unrest, government action or a failure of public networks.
We are not responsible for losses that were not a reasonably foreseeable result of our failure, or for business losses.
Where we are responsible for a loss, our total liability to you for a booking or application is limited to the amount you paid us for it, not counting money we passed on to third parties.
Nothing in these terms limits any liability that cannot be limited under Nigerian law, or affects your rights under the Federal Competition and Consumer Protection Act 2018.

11. How we contact you

We send messages about your bookings, applications and payments to the email address on your account, and they are also shown in your account. Please keep your email address and phone number up to date.

12. Complaints

If something has gone wrong, contact us by email at hello@mosarowtravels.com, on WhatsApp at +2349059755278 or through our contact page, with your booking, application or invoice reference. We will look into it and reply to you. If you are not satisfied with our answer, you can contact the Federal Competition and Consumer Protection Commission.

13. Changes to these terms

We may update these terms from time to time. The date at the top of this page shows when they last changed. The terms you agreed to when you booked or applied continue to apply to that booking or application.

14. Governing law

These terms are governed by the laws of the Federal Republic of Nigeria. We will try to settle any dispute with you by discussion first. If we cannot, the courts of Lagos State, Nigeria, will have jurisdiction.

15. Contact us

You can reach us by email at hello@mosarowtravels.com, on WhatsApp at +2349059755278 or through our contact page.