Terms & Conditions

At VIVA Services Hong Kong Limited, we offer a comprehensive range of products designed to enhance your travel experience and streamline the booking process. Our key products include:

Introduction

Welcome to VIVA Services Hong Kong Limited. By using our services, you agree to comply with and be bound by the following terms and conditions.

The terms “we”, “us” or “our” shall refer to VIVA Services Hong Kong Limited. The terms “you”, “your”, “User” or “customer” shall refer to any individual or entity who accepts this Agreement, has access to your account or uses the Services.

By using our services, you agree to comply with and be bound by the following terms and conditions.

We reserve the right to modify these terms and conditions at any time. Continued use of our services constitutes acceptance of the updated terms. Please review Terms and Conditions regularly, as the latest version will apply to your booking.

For additional support, please visit the “support” tab on our website.

Our services

We specialize in the sale of air tickets and related travel services. Our services include providing information on flights, booking tickets, and assisting with travel inquiries.

Fare Details: During booking, you will see the total fare, including taxes, fees, and surcharges.
Ticket Confirmation: Upon successful payment, you will receive a confirmation email with your ticket details.
Validate: Your booking becomes binding once we send a confirmation. Local laws where air viva is registered apply.

Note: We operate as an online travel agency, arranging bookings on behalf of airlines, hotels, and other providers. We only work with reputable partners but are still an intermediary, not the final service provider.

Liability

Our company is limited to processing your payment, reservation, and issuing tickets. We are not responsible for airline performance, financial or operational issues, or unforeseen events beyond our control. Our liability is limited to the ticket price.

VIVA Services Hong Kong Limited is not responsible for:

Changes in flight schedules or pricing by airlines. Schedules can change without notice by the airline. We are not liable for costs resulting from delays or cancellations. Please monitor your flight status.
Losses or damages resulting from cancellations or changes imposed by airlines.
Missed connected flight/event because of delays. For assistance, please contact the airline involved.
Missed luggages. Unless otherwise stated by the airline, you must collect and recheck your baggage at each stop. Plan your bookings with enough time for baggage collection and terminal transfers.
Cancellation due to lack of onboarding documents for travel. Passengers must ensure they have all required documents for travel, including passports, visas, and health certifications for all destinations. We cannot offer free cancellations if you lack the required documents for your destination or transit.
Force Majeure. Our company iss not liable for disruptions caused by events beyond our control, such as extreme weather, strikes, or acts of God. Airlines may cancel bookings before ticket issuance for various reasons or due to force majeure.

Our company reserves the right to cancel reservations in the case of fares entered incorrectly or an increase in the airline’s fare that is higher than the original sales price. In such an event, our company will either provide alternative flight options or process a full refund.

Payment

We offer various secure payment methods, including credit cards and bank transfers. By providing payment information, you confirm that you are authorized to use the chosen payment method.

Note: Although travel insurance is recommended, as it’s not included in the ticket price.

Ticket Changes

Changes can be requested within the timeframe indicated on your booking page or ticket by submitting a support ticket. Note:

Name changes are not allowed.
Fare differences apply; only the same airline can be rebooked.
No changes or cancellations are free of charge.
Tickets indicating “No changes allowed” cannot be changed.
We recommend purchasing travel insurance.

Cancellation and Refund Policy

By making a booking through our platform, you acknowledge and accept these cancellation and refund terms specific to air ticket distribution. For assistance with cancellations and refunds, please reach out to our customer support team via the “support” tab on our website.

Cancellation Requests
You may request cancellations at any time by submitting a support ticket on our website.

Cancellation Policies
Cancellation and change policies depend on the airline and fare chosen. These details, including luggage limits, are visible on the booking page and on your ticket booking.
Please be aware that no free cancellations or refunds are permitted unless explicitly specified in the fare conditions.

Refund Processing

If eligible for a refund, it will be processed according to the airline’s policies and may take several business days to reflect in your account, depending on the airline and payment method used.

Processing Fees
Fees may apply for cancellations and refunds. Fees for changes or cancellations will apply per person per journey, as stipulated in the fare conditions.

Refund Eligibility

Refunds are subject to the terms of your ticket. Some fares may be non-refundable, while others may offer partial refunds based on the airline’s conditions. If your ticket is marked as non-refundable, no refunds will be issued upon cancellation. Please check your booking details carefully.

If you fail to cancel your booking, you may be liable for the full fare of the ticket.

In cases of significant travel disruptions (e.g., natural disasters or global emergencies), we will work with airlines to provide options, but standard cancellation policies will generally apply.

Additional service – Travel Protect option:

If you choose and pay for the Travel Protect option:

You can cancel your booking up to 120 hours before the flight and receive a 100% refund of your flight price.
The refund will be done within 7 days towards the payment method used when paying for the booking.
To claim the 100% refund, you need to log in to your account under “My Booking” and file a support ticket under “Travel Protect Claim” at least 120 hours before your flight.
Other forms of claim such as email, phone calls or others are not accepted.
Strictly no refunds under this policy if the claim is made less than 120 hours before the flight or through another way then filing a support ticket. Cancellations are only accepted per booking.
Single passengers can not be cancelled.
You are also protected against the airline’s bankruptcy. If the airline you booked with goes bankrupt and you are not transported, we will refund you 100% of the flight price.

All claims are strictly limited to the flight price. The premium paid for the Travel Protect option is non-refundable.

Privacy and fraud detection

We respect your privacy and will not share personal information with third parties without consent. Information is securely stored and accessed only by authorized personnel.

To protect our customers, our fraud team may request additional documentation if a transaction appears unusual. Please cooperate to ensure secure processing. If you don’t respond, tickets may be canceled, with refunds issued minus processing fees.

Governing Law

These terms and conditions are governed by the laws of Hong Kong. Any disputes arising from these terms will be settled in accordance with Hong Kong law.

Contact Us

For questions or concerns regarding these terms and conditions, please contact us at:

Email: hello@fly-viva.com
Hotline: +1 (218) 480-0009
Address:VIVA Services Hong Kong Limited – Room 409, Beverley Commercial Centre, 87-105 Chatham Road South, Tsim Sha Tsui, Kowloon, Hong Kong

Ready to take the next step? Contact us today to explore partnership opportunities and grow together!

VIVA – Your trusted partner for flight solutions